HostGators service is usually ranked highly in web hosting reviews and comments posted by users are mainly positive.

To me the key part of HostGators service is the support offered. Despite its recent growth it is still possible to escalate support issues to Brent Oxley the founder and Chairman (although I have not needed to tested this).

I know from past experience how frustrating it is to have a problem and not be able to get a sensible answer from the host's support team. I have also used a reseller service, which seemed like a very good deal until my site went down on a Friday evening and I could not get any help until Monday morning.

These experiences have made me believe that support is the most important factor when choosing a web host (after, of course, ensuring that your technical requirements are met). Certainly it is more important than getting the lowest possible price.

HostGators support is quite extensive. There is a Support section of their web site with articles and videos covering numerous areas and a series of forums where users can discuss topics. If you need to contact support this can be done 24/7 via phone (toll free in US), chat and email (creates a ticket in a help desk system).

Of course ultimately how successful a support operation is depends on the people involved. Are they helpful, do they know what they are talking about and, most importantly, are they able to resolve issues?

My own experience is that HostGators support team are good and are prepared "to go the extra mile" to help even when the issue is not their fault. It would be very easy, and probably understandable, to establish that a problem was nothing to do with HostGator and leave it at that. However on several occasions they have done more than this, helping me establish what the problem was advising me how to fix it.

I therefore became a very satisfied customer and am happy to recommend HostGators service to others.