I've been building websites since 1995, but I am not a full time developer. However, I have a habitual problem of finding good support from the hosting companies I choose. I get so frustrated I end up moving to a new host that promises they'll be different - and then the process repeats.
I've been with my current host for two years, and I like a lot of what they have to offer, but I am constantly frustrated with the support. Since I keep having this problem I had to consider that I am the problem. I've tried several different strategies of communication, like make my requests shorter, or more detailed, or in point form.
This week has been the worst example with my monitoring service throwing notifications every few hours since Tuesday, but the host has been no help, I feel like that my tickets aren't even being answered by a human. My support requests are being answered with knowledge base cut and pastes and best practices as opposed to helping me with a SUDDEN loss of speed that I can tie to a particular time and is reflected in on certain graphs from monitoring they provide.
Their answers are also accompanied with a patronizing, "you should really ask your developer to help you with that". What makes them think I'm not a developer? I have been choosing some of the most highly rated hosts with recognizable names, but the experience is always so frustrating to the point of being bizarre.
Is there a specific strategy based on your experience as to how I might receive more responsive support from my managed cloud-hosting company? Is it possible that I could be experiencing prejudice, and therefore should approach things differently?