News

Spurred by continued growth, cPanel has decided to expand its technical support services in three key areas: 


By offering 24-hour-a-day, 7-day-a-week phone support.
By making a new Live Chat feature available on its website, http://www.cpanel.net.
By reorganizing its online discussion forums and providing a technical support analyst to monitor them full-time.

Technical Phone Support Now Available Around the Clock

In the past, cPanel has provided 24-hour technical support mainly via its online, ticket-based system, offering phone support only during daytime business hours. Now, that has changed.

“Our customer base is growing,” explained Technical Support Manager Sean Richards. “It makes sense to expand our support team, so that we can provide our users with help around the clock.”

The increased size of cPanel’s support team has provided customers with other benefits, too. “Adding a number of seasoned veterans and top talent has also allowed expanded support for migrations, bug review, direct API support as well as the direct involvement in many key areas that will be important for 2010,” Richards elaborated.

Phone support costs a nominal per-incident fee, which includes as many calls as needed to resolve the problem.

Customer Service Now Offers Live Chat feature at: http://www.cpanel.net

cPanel has also implemented a Live Chat feature on its website, available to customers during daytime business hours.

This free new service allows anyone visiting the site to send instant messages directly to cPanel’s Customer Service staff. The staff then provide quick, easy answers to customers’ billing and sales questions.

cPanel Community Forums Reorganized and Improved

One of cPanel’s most popular support channels, its discussion forums at http://forums.cpanel.net, has just been overhauled. “Customers will find the new forum layout more useful,” Richards commented. “There’s now a dedicated place for feature requests, and we’ve improved access from mobile devices.” Users of PDAs and smart phones can enjoy this enhancement by accessing the cPanel forums at http://m.forums.cpanel.net.

Additionally, a veteran cPanel Technical Support team member is now dedicated to locating and responding to customer questions and problems in the forums full-time. This will aid users seeking advice about configuring their servers, or help with technical problems, by cutting down on response times.

HOUSTON – August 5, 2009 – cPanel will exhibit as a Platinum Sponsor at HostingCon 2009, to be held next week in Washington, D.C. at the Gaylord National Resort and Convention Center. The company will highlight its recent growth, including the expansion of its workforce and development of new technologies.  At this year’s conference, cPanel will showcase its control panel and automation solutions through onsite demonstrations, private appointments, and promotional giveaways (including t-shirts, keychains, and other cPanel gear). cPanel is located in booth #301 in the exhibit hall. In addition to existing products, cPanel will also promote Enkompass RC0, its latest control panel and automation solution built for Microsoft Windows Server® 2008.

“HostingCon 2009 is the preeminent venue to showcase cPanel’s growing array of automation solutions for Web hosts. For more than a decade, our software has enabled thousands of Web hosts to do more with less and grow their businesses, and this year we’re excited to showcase our growth and highlight cPanel’s latest initiatives. We’re developing next-generation Linux and Windows solutions to address new challenges and seize new opportunities, and that’s integral to our long-term growth strategy,” said Aaron Phillips, cPanel Director of Operations.

cPanel’s Sean Richards, Linux Technical Analyst Manager, recently formed a specialty cPanel/WHM Migration Team and will lead a conference session at HostingCon 2009 entitled “Best Practices in Staffing, Training and Retention.” The session will discuss how to find and hire talent and how to implement proper employee technical training.

 cPanel continues to position itself for long-term growth and has increased its workforce almost 20% in the last two months. Key management positions were filled by tenured veterans from the hosting industry including Aaron Phillips, Director of Operations,  Mario Rodriguez, Strategic Partner Manager and Sean Richards, Technical Analyst Manager. Phillips adds "We continue to invest in technical support resources which has always been one of our greatest marketing strengths. Additionally, cPanel is focused on building a strong Partner Relations team dedicated to managing customer relationships and helping to grow their hosting operations."

 
More about cPanel®
Since 1997 cPanel has been a leading innovator and developer of control panel software for the Web hosting industry. Headquartered in White Haven, PA, cPanel builds software that allows web host professionals to transform standalone servers into fully automated point-and-click web hosting platforms. cPanel licensed software allows owners of Servers and Websites along with Resellers and Developers to optimize their technical resources and replace tedious shell oriented tasks with dynamic, intuitive web based interfaces.
 
 

cPanel announced today that a new partner incentive program has been started. The Exclusive Partner program is for cPanel resellers and datacenters that exclusively offer cPanel as their control panel application of choice. Membership in this program will provide several incentives and promotional options to cPanel resellers and partners. Special promotional offers will be made available to exclusive partners in addition to special placement on the cPanel website and special listings in the cPanel Forums. cPanel's Executive Account Manager, Eric Gregory, states, "This is a great way for cPanel to strengthen relationships with our partners by providing promotional opportunities and promotional special pricing."

The cPanel Exclusive Partner Program is new at cPanel and is another way that cPanel puts its customers first. Further information regarding this program can be found by contacting the Customer Service staff at cPanel.

cPanel officially announced their presence at Webhosting Day 2009 today. The event takes place in Cologne, Germany from March 17th to the 20th and is a premier European webhosting event. This is the first year that cPanel will be attending as an exhibitor. cPanel will have staff from various departments on hand to both educate about cPanel products and to gain greater insight into the needs of the European market.

"Webhosting Day represents a major convergence of hosting professionals from Europe and around the world. cPanel feels it is of great importance to meet our customers at this event and reaffirm our commitment to the European webhosting market." said Eric Gregory, cPanel's Director of Public Relations. The cPanel staff pride themselves on delivering a quality product which addresses the needs and desires of the webhosting industry as fully as possible. With an expanding presence in Europe, cPanel is interested in opening more and more communication channels and reaffirming those that already exist.

Today cPanel has released a new DNS Only product which is based on the core of cPanel/WHM 11.24.4. This updated version adds support for cPanel's Service Manager, enhanced service monitoring, brute force protection, as well as many of the other new features and optimizations found in cPanel/WHM 11.24.4.

cPanel strongly recommends upgrading to this new version as soon as possible. Anyone who has a significant number of DNS updates each day will find improved performance and scalability with DNS Only version 11.24.4.

http://www.cpanel.net/