In April 2025 an agency builder opened his very first ticket on 365i. He'd just paid for the agency plan and asked the kind of question every new customer asks: "I'm new to the platform, I've found where I can add a hosting package which is great, how does the SSL work, and how do I change the name servers on a domain?" That ticket stayed open for 17 hours and ended with his first client site live, transferred, switched to a new domain, SSL-secured, and edge-caching configured. Three of our team replied to it in shifts. None of it was billed.
What he got in those 17 hours: four custom screencast videos recorded for him personally, not pulled from a knowledge base. A free copy of the All-in-One WP Migration Unlimited Extension, sent over Dropbox so he didn't have to buy the paid plugin. The first client site's full export and import done for him after his old host's FTP credentials wouldn't accept the connection, with a screencast of the settings used so he could repeat it himself next time. A free UK domain transfer with the IPS tag pre-supplied. The live URL switch performed by us with a written four-step disclosure of exactly what we were about to do, then done. And a proactive flag from Pippa on a Site Mailer DNS issue he didn't know existed.
His verbatim reply on the thread, twice: "Your a star!" and "I am very impressed with your company, and the customer service is top-notch!" He left a public 5-star Google review shortly after.
That ticket was 13 months ago. The same agency now hosts 50+ client sites with us on the same account. Three further support tickets are on file across the intervening year, all for different client domains, all resolved in minutes to hours rather than days. The continuity is the proof: day-one help that scales without being charged for, across a 13-month relationship, across the agency's whole client portfolio.
The reason an agency moves 50 client sites to a host is rarely the headline price. It's the day-one thread above, multiplied by 50.