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NOLS started in 1995 as the brain child of two students who were tired of mediocre hosting companies.
Annoyed by small providers who couldn't provide what they promised, and irritated by waiting thirty minutes on the phone just to leave a message for the "big guys," Nikhil and Christopher Gagné decided to build a hosting company from the ground up. They started with some core values that are maintained to this day:
Just because you are small doesn't mean that you have to use shoddy equipment and software. Use the best in every category, even if it costs more. People put up with the "big guys" insane prices and terrible support because they need their reliability and quality. We can provide the same reliability and quality for less money by working efficiently and honestly.
No matter what, don't skimp on service. 30 minutes of waiting on the phone seems like an eternity. Understand at the deepest level that our hosting, however simple to us, is a complex vector and catalyst for businesses and livelyhoods.
Be honest in your pricing and statements of your capabilities. It is still possible to make a decent living, however humble, by providing a remarkable service that people need at a price they can afford.
Our customer is not a number, a name, or a liability for support costs. They are flesh-and-blood people developing their businesses and lives, and they are our customers because they trust us. Do not risk breaking this trust, even if it appears to break the bottom line today. Hosting is a commitment whose long-term benefits only pay tomorrow. Just as you have been instrumental in your customers' affairs, they have been instrumental in yours.
Maintain a commitment to the global community. There are causes and underdogs worth supporting, even when it seems hopeless. Many problems have their solutions in self-less dedication and the generous application of creativity. It has been said that "the people who are crazy enouth to think they can change the world are the people who do." |
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