What is your name and position with Media Temple?
My name is Sophie He, and I am the Affiliate Manager here at (mt) Media Temple.
Please tell us the year established and brief history of Media Temple?
Media Temple was established in 1998 with the mission of helping people and businesses succeed online. For over 15 years, we’ve been offering our customers premium, 24/7 support at a competitive price. We are now one of the fastest growing companies in North America, servicing high-profile clients and professionals while still upholding an award-winning culture.
What do you offer your customers that are unique to your company?
Where to begin? We’re very gung-ho about innovation here, and you can see it in our products. For instance, our (gs) Grid-Service hosting is quintessentially unique from most shared hosting environments. Rather than storing your data on a single shared server, the (gs) harnesses the power of a cluster of multiple servers, guaranteeing redundancy, and all for the price of one server. Our home-grown control panel, the AccountCenter, infuses both beauty and efficiency into one user-friendly interface. It’s definitely something you can’t find anywhere else.
What is the most challenging aspect to offering Web Hosting?
One of the most challenging aspects of web hosting is competing in a highly saturated market, especially when there are hosting companies out there offering budget hosting at $1.99/mo! That said, we firmly believe that when you are looking for a web host, the last thing you want to compromise on is quality, which leads us to the next question…
What is it that makes Media Temple a competitive company in the Web Hosting market?
As I’ve stated in the previous question, the last thing you want to scrimp on with web hosting is quality, and that’s something you are getting above and beyond the rest with Media Temple. We strive to maintain a level of professionalism and transparency with our customers which you’ll be hard-pressed to find elsewhere.
What new features have Media Temple added for its customers in the past year?
So many! Our Otto Premium Managed Care Services was launched this past year. This managed care service goes beyond the scope of traditional hosting support. A few of the managed care services offered are migration services, site optimization tune up services by our engineers and 24/7 access to your own priority helpdesk with active monitoring and guaranteed response times.
Just recently, we’ve also doubled the RAM on our VPS hosting, we’ve implemented new optimization technology to our CDN service, we’ve fine-tuned our Twitter support channel, and we’ve increased affiliate payouts for all (mt) Affiliate Program participants. You can read more about our product updates here, and for a glimpse at what’s next for Media Temple, you can also check out our Product Roadmap.
What would you say is Media Temple’s #1 asset to its customer base?
I’d say our #1 asset to our customers is, well, devotion. We stay in tune with who our customers are and what they want through various community channels. If you check out our Facebook page and Twitter, you’ll see that we don’t just use social media for self-promotion– we actively engage with our customer base. We value our relationships, which means we’re also interacting with our customers outside of the realm of social with customer feedback surveys, and at events, where we give out (mt) swag and meet our customers face-to-face.
Where do you see Media Temple and the web hosting industry in three years?
In the next three years, we really see web hosting becoming more and more streamlined, so that there is more emphasis on site builders and full-service CMS’s over traditional shared hosting, and that’s something we’re exploring as well.
How many customers do you currently have?
There are currently over 125,000 customers in 100 different countries using our services.
Who are some of your famous clients?
Media Temple is proud to be trusted by clients such as AIGA, Adobe, CBS, Diesel, Dribbble, jQuery, Mobile Roadie, NBC, Obey, PSFK, Red Bull, Samsung, Sony, and Volkswagen.
Where are your data centers located?
Ashburn, VA and El Segundo, CA.
What kind of backup power do you have?
We have six HiTecs rotary UPS systems generating conditioned power for N+1 redundancy, three 2-megawatt standby generators, and one 2-megawatt stationary load bank connected to the power backbone. We also have two 25,000 gallon fuel tanks on site.
Do you have multiple backbone connections?
Yes, we have multiple backbone connections.
What connections do you have?
We have multiple 10Gbit connections.
Do you offer 24/7 support?
Do you have technicians present 24/7 or 9-5 M-F?
What is your average turn-around time on a support ticket?
Wait time for phone support is 4 minutes, and for chat, we’re at 8 minutes.
As for support tickets, it depends on volume, but typically, a 30 minutes is the average turn-around time on a support ticket. Twitter is also an official means of support here at (mt) with the response there being about 1 minute.
Do you charge your clients for support? If so, please explain.
Nope. Customer support comes with our hosting, although for premium levels of support that fall outside our scope of service, we do offer a managed care solution, Otto. Otto encompasses a broad range of services, including migrations, tune-ups, and dedicated support.
Do you offer a money back guarantee?
We offer a money-back guarantee of 30 days for our (gs), (dv), and (ve) products. For the Nitro, we offer a 7-day money-back guarantee.
Thank you for your time and insight into Media Temple.