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I'm not a programmer, but when ever I have had a question, no matter what day or what time, 365 days, 24/7, I can call an 800 # and get a live voice to walk me through my problem. That fact is worth way more than what they charge monthly to do business with them. It is the best value I have found on the internet. Customer service is my number one concern and on top of that the web hosting features are so easy to use and very flexible. I like HostGator so much I have 4 websites!
Overall price to value ratio is hard to beat. Performace is excellent, twice as fast as last host on both upload and download. Just ping their domain and compare with some others. Reliability has been very good. There have been a few occurences of downtime, but they were brief (at least on our server) and support is usually quick to respond. Speaking of support, it is usually very good in terms of email or phone, but don't try to use chat support, you'd probably be disappointed with that as I believe it is outsourced to others. Give them a try, you will probably be glad you did. If you're not, they have a money back guarantee for 30 days I belive and they actually do stand behind the 99.9% uptime with a full refund of the months fee if they fail to meet it.
I've been with hostgator for 5 months now. I'm on my computer at least 70 hours a week and hostgator support is always logged in for chat support. I have only had one instance of downtime and it was for about minutes. When I IM'd support they were there and got my sites back up in no time. The service is excellent the speed and reliabillity of the servers is awesome and the price is more than reasonable, I wont be looking for a new host any time in the fore seeable future.