 Read about our industry leading Support (pdf)
We believe in providing a personal support service to each customer through direct access to expert staff. We do not make our customers go through multiple tiers. We only employ highly technical staff who can deal directly with our customers? technical teams. Our service ethos is based on the principle of respect for our customers. Our service is continuously optimised with the objective of providing rapid problem resolution, with absolutely clear problem ownership, and personal communication with customers.
The essence of support for on-line businesses is the proactive management of incidents. Over 80% of critical incidents and about 20% of all incidents are initiated by our automated monitoring systems. We have developed an incident management system specifically for the Dedicated Managed Hosting business. Customers know exactly what is going on at all times during their support incident. A ticket is created for every incident, and customers receive regular updates through the system. Each incident has a primary owner in the Support Team who is responsible for leading the resolution of the incident and updating the customer. Our Support Manager, Rebecca Burvill and Managing Director, Craig Martin, have visibility of all open incidents and are proactive in personally helping resolve critical or especially complex incidents.
Because we believe in providing personal support to our customers, every member of the support team has the authority and ability to deal with all incidents and requests, so customers are not passed between staff whilst trying to resolve incidents.
We also believe in giving our customers full visibility of their support. Our customers get access to a fully configurable control panel and support centre. From here they can manage all aspects of their account from billing right through to rebooting their servers. Have a look at our support centre. |
