Knowledgebase: Our Policies
Our Social Media Policy
Posted by on 03 July 2012 12:51 PM

In an effort to better engage with our customers, A Small Orange is active on Facebook, Twitter, in various web hosting forums, and on various blogs. This article was written to give our customers a better idea of what to expect from our engagement on the web and our practices regarding support issues.

Twitter

ASO has a company Twitter account. ASO utilizes Twitter for a number of different reasons and with a number of different goals:

  • To engage customers in conversation because Twitter is a great way for us to listen.

  • To keep customers informed of company news and announcements.

  • To keep customers informed of network status issues and server outages.

  • To be available to answer questions that can be answered in 140 characters or less quickly.

  • To have fun. It's Twitter!

Twitter Follow Policy

To better enable us to keep track of people talking to us, we follow back very few Twitter followers due to the prevalence of direct message spam. If you would like to ask a question privately by DM, please send us an @reply and ask us to follow you so that you can DM us a question, and we'll be happy to do so.

When We're on Twitter

ASO tries to maintain constant coverage of Twitter during peak times (considered during the day throughout the work week). Since many people work on their site once they get home from work we attempt to stagger that to cover both timeframes that tend to be active for our customers (day, and evening). We strive to be available all hours of the day, so hit us up!

During non-peak times, working staff will monitor Twitter as they can in case there are any issues but you will get much faster response to your inquiry by submitting a support ticket.

What We're Happy to Take Care of For You

  • Answer a quick question for you about our hosting.

  • Answer a general question about your hosting.

  • Check on your site or a server quickly for you.

  • Point you to documentation or an answer you are unable to find that's on our site.

  • Chat and joke with you, because it's fun!

What We Won't Take Care of For You

  • Answer specific questions in any manner that we feel would compromise your account's security or privacy.

  • Fully engage in Helpdesk-ticket level support, though we will be happy to open a ticket on your behalf.

Our Staff's Personal Twitter Accounts

A number of ASO employees and managers are on Twitter and are open about working here at ASO - we all really love our jobs, so we talk about them a lot! Please remember that these are our employees 'personal' Twitter accounts, and nothing they may tweet is an official ASO statement, position, or policy. If you find them, you're welcome to follow them, but please remember these are their personal accounts and they should not be utilized for support.

Facebook

ASO has a company Facebook page. ASO utilizes Facebook for a number of different reasons. Primarily, they are:

  • To engage customers in conversation.

  • To keep customers informed of company news and announcements.

  • To keep customers informed of network status issues and server outages.

  • To be available to answer questions or engage in short discussions.

  • To have fun. It's Facebook!

Facebook Posting Policy

We realize that Facebook is particularly guilty of inundating you with an obscene amount of information, and we try to keep our presence on Facebook from becoming one more of those things that will annoy you. We will always post company announcements and status alerts to the Facebook page but try to keep other information and postings to a minimum.

When We're On Facebook

Facebook is checked daily several times a day, but much less frequently than Twitter. If you have a non-time sensitive question and you prefer to leave it on Facebook, you are more than welcome to. Please realize, however, that it may be a few hours or a day before someone will respond.

What We're Happy to Take Care of For You

  • Answer a quick question for you about our hosting.

  • Answer a general question about your hosting.

  • Point you to documentation or an answer you are unable to find that's on our site.

  • Chat and joke with you, because it's fun!

What We Won't Take Care of For You

  • Answer specific questions in any manner that we feel would compromise your account's security or privacy.

  • Fully engage in helpdesk-ticket level support, though we will be happy to open a ticket on your behalf.

Our Staff's Personal Facebook Accounts

A number of ASO employees and managers are on Facebook and are open about working here at ASO. Please remember that these are our employees 'personal' Facebook accounts, and if you ask to friend them they may or may not do so depending on how they choose to limit their account's reach. If you ask to friend them and they do not respond, realize they likely limit their Facebook "friends" to people they personally know, and don't take it personally.

Stay Updated

We provide a Status Page for you to check on current status and maintenance on our servers. Check out our Status Page to stay up-to-date: https://status.asmallorange.com/.

Blogs

The official ASO Blog is located at https://blog.asmallorange.com/

The blog will contain tips, tricks, and information that we believe might be of interest to you.

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