You may wonder why we never say Best instead of saying most suitable.   In 8 to Infinity case, we do not use Level I or Level II engineers.  We use Top of the Class Level III engineers that can solved your problems right on the spot rather than having to refer to Level II engineers and Level II engineers have to refer to Level III engineers.

We cut the chain, customers instead approach a Level III engineer directly and are able to get his or her problems solved right on the spot.   Because of this nature of business, each Level III engineer has in his or her hands a lot of control over all of our systems.   Therefore the Best may not be suitable, the most suitable ones are the trustworthy and hardworking ones.

We utilize OJT most of the time as well as sending the new employees to external courses and certification.  I estimate that a typical engineer takes at least 6 months to train up to a basic level whereby he or she can handle the customers confidently and operate the systems smoothly.

We are bucking the trend a lot, most of the other web hosting companies tend to outsource their support.  For us we are doing the reverse, everything can be outsourced but not support.  This is our philosophy.  Simple reason is it is through such interactions with customers that we are able to see what he or she likes, dislikes, finds difficulty in.  From such data we are able to constantly improve upon our services.   Therefore even though technical support is costly to maintain inhouse, we still continue doing so and continue expanding our technical team.