As you know, this is a brand new site. And part of the reason this is alive is because a new partner of mine asked if they could help with a project. The company is Siteground and I’m basically giving them a plug on this post for absolutely great support. They are one of the sponsors for Papi Daddy.
Shortly after I started working on PapiDaddy, getting it off the ground, installing things and all that fun stuff, I ran into a problem.
It wasn’t the end of the world, it went something like this.
I was trying to use the Thesis framework to build PapiDaddy.com, I thought I would try that instead of my regular go-to Genesis. I thought I’d spice things up a bit. Thesis has a thing called boxes that allows you to extend the functionality of the theme. They are similar to widgets or plugins.
One of the boxes available is an aweber box, so I tried to use it and this is when things failed.
The connection to my Aweber account simply would not work. Papidaddy could never establish a connection to Aweber and let me finish the configuration so I could add a sign-up box to my site.
I couldn’t do it. I was pissed. Everything I tried failed so for a few days I let it go and worked on other parts of the site. As I developed the rest of the site, I came to the conclusion that I iddn’t want to use Thesis and went back to Genesis.
Genesis is just my favorite WordPress theme. It’s so flexible and easy to use, and there are so many skins for it that you can pretty much get a site up and running in one day or less.
At this point I had just about forgotten the issue with Thesis and Aweber. I needed to install Optinmonster so I could setup that infamous optin box I was trying to get installed with Thesis. Remember?
The process that Optinmonster uses to connect to Aweber is very similar to the one that Thesis and the Aweber box uses. So when I tried it, it all failed again! Now that’s when my frustration kicked in.
I fired off a support ticket to Siteground’s support team. Then what happened next was great. I kind of knew what the issue was but when you’re new or a small site, nobody believes you know what you’re talking about so I didn’t even try to with them.
I just told them what I knew was happening and what I had done to troubleshoot. The great part about it is that they came back to me very quickly with a resolution.
Well, not quite a resolution but they gave me something to work with. They found that for some reason Aweber was blocking the IP address of my server, therefore the connection to get my email signup box was never going to work.
This is why today we still have the ugly standard sign up box up there. As soon as this is resolved I will ahve a nice custom box up there powered by Optinmonster or Gravity Forms, I haven’t decided yet.
But why is Siteground so great if the issue hasn’t been resolved? you may be asking. Well, here’s the ticket history, the part that is really great is how much troubleshooting the guy from Siteground did and how quickly he took care of identifying the issue and providing a solution. From the time I submitted a ticket, to the time I had an answer waiting for me was a total of 15 minutes.
As of right now, I have submitted a support ticket to Aweber to get them to look at this problem from their side and hopefully that will all be resolved shortly. Aweber by the way also has outstanding support.
If you know support help desks like I know them then you would also know that in order for a call to be resolved within 15 minutes of it being open means that the support team had to start working on it within a minute or two. That is a quick response, and I only have a basic plan with Siteground.
This is why I recommend Siteground. After a long time of chatting back and forth and after I got a chance to evaluate their service and support I felt comfortable entering into a partnership with them and recommending them to you.
Support is something that many new companies excel at the beginning. Overtime, they tend to neglect some of this as they grow but I really hope that doesn’t happen to Siteground. They have a unique opportunity to succeed and I hope they can handle the growing pains and maintain such a high level of support.
Here’s the support ticket PDF if you want to take a look.
And no, they did not ask me to write this, they don’t even know I’m writing this and for all I know the support guy had no idea I am one of their partners.