Regarding new resources on site

[Bison]

You have made some significant changes to the reseller plans that you offer. How do these changes effect current customers? Will our plans be changed to reflect your new offerings?

[admin]

Excellent question. I will not be making the changes retroactive to existing reseller accounts.

However, if you don't mind, would you share your thoughts on these changes?

[Bison]

Well, to be honest, when you compare the new offerings with other quality providers you are not going to be able to compete. The new offerings fall short of most every other provider I've seen. You will have to build your business completely on quality of service.

I believe I understand why you made certian changes but to be honest, I would not sign up with AOH as a new client when I could go to other "quality" hosts and receive more for the money.

I think you guys are great but business is business.

[admin]

I will agree that there are many other hosts out there offering more stats of different types for less money. I would however, question the quality issue. I am not going to take potshots at any other hosts, specifically because I don't know who you had in mind and would prefer not to name names.

The changes were based on my own informal analysis of our existing resellers. The changes were not to prevent the resellers, or types of resellers we have now, but to more accurately reflect what our resellers are doing. My observations are this:

1. Most resellers are either designers/smaller hosts who host smaller websites, or people with high bandwidth domains who want a few extra domains to go with it.
2. We only have a small handfull of resellers who have greater than 40 or 50 accounts with us, most of those who do, acknowledge that they should pay more than $40. I even had a few signup for an unspecified account with a higher cost, without even knowing what it came with, because they knew they would be hosting a large number of domains. I have spoken with a number of our resellers and there is a general sentiment that they should be looking at a dedicated server when they get in the 50-75 domain range. This is not something I have forced upon them up to this point, but just a statement of what some customers have shared with me.
3. Of the "resellers" that do have large numbers of domains, very seldom do they use the disk space and/or bandwidth they purchase.

To sum up, I restructured the accounts to better reflect the ways our services were being used and to avoid the belief that anything unlimited is possible.

[Nedani]

However, if you don't mind, would you share your thoughts on these changes?

:eek: :confused: :mad: :bawling:

I will agree that there are many other hosts out there offering more stats of different types for less money. I would however, question the quality issue. I am not going to take potshots at any other hosts, specifically because I don't know who you had in mind and would prefer not to name names.

What do you mean? Here is one name: AOH. Do you think we had a quality issue when AOH had better prices?

3. Of the "resellers" that do have large numbers of domains, very seldom do they use the disk space and/or bandwidth they purchase.

I use less than 1% of what I pay upfront monthly but I don't see how this is affecting your business. I will give accounts for free to prevent such a terrible waste.

To sum up, I restructured the accounts to better reflect the ways our services were being used and to avoid the belief that anything unlimited is possible.

I asked for a reseller account exactly because I didn't want to worry about anything (space, traffic, domains). I know unlimited is not possible but I think the domain limit is just for the love of setting limits.

I don't worry much on prices (because ... for now .. I am not affected). I read a lot of horror stories of "good hosts going mad" (some more promissing and better seen than AOH) and about people getting crapy support and services because they have the old plan. And you know WHT is full of this kind of stories. I hope this will not be the case.

To some up:
1)You can call it however you want but it is obviously that less resources is not better.
2)Bad news never come alone.

[Gnomercy]

Originally posted by Bison
You will have to build your business completely on quality of service.

This is something we've endeavoured to do from day one, as I'm sure that everyone here has experienced first hand. Our vision for our company is one of quality service, as opposed to cheapest price and it has served us well. Customers that come to a webhost for the price are very likely to leave when a cheaper price comes along. We don't want to do a "turn-around business" but rather grow relationships with our customers that will endure for long periods of time.

Nedani expressed concern that we're going mad and that service and support for our existing customer base will suffer, I presume in the name of forcing customers to convert to the new plans or go elsewhere. Please rest assured that our customer support will not suffer for that or any other reason. We've long recognized that you don't stay in business by treating your customers poorly. All of you are important to us and will receive the same level of support you've become accustomed to. As for the statement that "less resources is not better", none of our existing customers will have their resource allocations cut because of the new plans, so you're all in the clear. The new plans are in place as they are after conversations with some of our existing, larger resellers, analysis of usage data and projections for the future and if they prove to have a negative effect, or, indeed, an effect that we simply didn't plan on that we find unacceptable, we'll look at them again and make further adjustments. While I understand the philosophy of "if it ain't broke, don't fix it", please understand we're simply trying to plan for the future and the direction we want AOH to go in. That direction includes all of you and your comments and suggestions are very welcome and always appreciated.

Please keep your comments and suggestions coming. We take all of them into account when making any decisions that affect our customer base and want to hear from all of you further regarding these new changes.


-Gnome

[justme]

I was caught by surprise when I saw the changes made to the reseller plans. I currently have a reseller plan with another host that also provides excellent service/support and I am in no way unhappy with them. But, I'm in the process of restructuring my account setup and once that is done I'd be better off with a less expensive (not cheaper) plan than I currently have. (This should be just a few days to a week away - the story of my life: a day late and a dollar short :( )

FWIW, I also considered moving to a home state (Georgia), Christian owned and operated company a big plus. :)

1. Most resellers are either designers/smaller hosts who host smaller websites, or people with high bandwidth domains who want a few extra domains to go with it.
I guess this sort of describes my current reselling activity, and I believe a good many others. At this point, I'm hosting sites that fall into two categories: hobby sites and sites that have business potential once I get my business plans and resources together. As Nedani said, ". . . I didn't want to worry about anything (space, traffic, domains). I know unlimited is not possible but . . ." While none of my sites use a lot of bandwidth, a couple are growing sites that are using increased storage space. Not having to worry about keeping up with space usage or the number of domains I'm hosting, should another site opportunity come my way, is a good thing.

I just need to step back a little, realistically reassess my current and future needs, and determine what I think is the best for my situation.

I'd also like to offer a couple comments specifically about your plans because, honestly, it doesn't appear that a lot of thought was given to postential customer impressions when the lower end plans were developed . . .

1. I don't see the benefit to you or your clients of having three smaller sized plans within a $5 range. Too many choices for someone just starting out or looking for something that meets current needs yet has some growing room could be a turn off. While the 250MB to 500MB to 750MB seems like a nice progression, I also subscribe to the philosophy of "don't make me think too much." If I have to take too much time deciding between very close choices I'm liable to look somewhere else where my decision is really clear cut. I would suggest you consider dropping the Reseller 1 plan and repricing the Reseller 2 plan to $14.95 or $15.95. The Reseller 2 plan would be a very attractive entry plan, without the confusion of having to make the marginal choice of just a little more or just a little less.

2. The $5/month charge for private name servers will drive anyone who wants them directly to the Reseller 3 plan. It also will make potential clients wonder why you would offer the Reseller 1 plan + private name servers for the same price as the Reseller 3 plan. Or worse, the Reseller 2 plan + private name servers costs more than the Reseller 3 plan. Customers would expect to see (maybe not consciously, but at least subconsciously) options available for a plan that logically brings it up to par with the next higher plan, both in features and in price. Then options cease and the clear cut choice is to go with the next higher plan. Again, it is a matter of making the choices obvious - we just don't want to have to think too much ;)

Anyway, that's my $0.02 worth. Whether I move here or not I will definitely be keeping up with AOH because, as I said, it is a home state, Christian owned and operated company and I wish you nothing but long-term prosperity.

justme

[admin]

I will agree the new pricing on the private nameservers is inconsistent. I will change those back to the previous price.

[admin]

Also, just as a reference, the changes that were made were the following in terms of the reseller plans:

1. Disk space reduced
2. Number of allowed domains on Reseller 3-5 capped.
3. Change in cost for private nameservers - changed back.

Help me understand what specifically your feelings are about these changes and why you feel they should be different?

[Bison]

Danny,

I have thought about this a lot since the changes occurred. After trying to see this thing from your viewpoint I think you have made a wise decision (minus the whole nameserver thing). I believe that these changes are good for the future of AOH which in turn means that it will be good for us.

The only problem I see with this is aquiring new customers that are not aware of the excellent service that you guys provide. Trust me when I say that I hope your reputation will be enough to bring the new customers in.

Saying all of that, I whole heartedly support your decisions and I trust your judgment. I know that since I have been a customer of AOH you have gone miles out of your way to see that I was taken care of. I believe that you will continue to do the same in the future.

You have my undivided support in all that you are doing and will do in the future.

Brett

[Gnomercy]

Just read something I thought you all would get a kick out of. Another hosting provider has been running an "experimental" reseller account structure, and has decided it's time to raise their prices. The plans are built with 1000mb of diskspace and varying amounts of transfer, which is reflected in the number in the account name. IE UP10 is 1000mb storage/10gig transfer, UP20 is 1000mb storage/20gig transfer, etc... From their forums:

The following price increase will take effect February 1, 2003:

UP10 increase from $9.95 to $49.95
UP20 increase from $19.95 to $79.95
UP50 increase from $49.95 to $149.95
UP100 increase from $99.95 to $199.95
UP200 increase from $199.95 to $299.95
UP300 increase from $299.95 to $379.95

[Rodzilla]

I think those guys are smoking it up, big-time...

[Gade Terbob]

Can I offer a bit of though on "capacity"? I freely admit that I bought more than I expected to use. At least...at first. I also thought that was a responsible business plan. That is: to not over-allocate resources. That's why I've spent soooo much time trying to learn to allocate the resources. Professional pilots are fond of saying "There are only three worthless things in flight: altitude above me, runway behind me, and fuel left in the truck." Well, unused storage or b/w is of no use to me today, but I might need it NEXT month.

As for the support I've seen here, I've nothing but GOOD things to say!!