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SingleHop Enhances Customer Bill of Rights With More Automation
New Features Continue To Improve This Unique Service Level Agreement

Chicago IL - April 20th, 2012 - SingleHop, Inc., a leading dedicated server and cloud hosting provider,today announced the additional more automated features for its Customer Bill of Rights, a new type of Service Level Agreement (SLA). The company introduced the Customer Bill of Rights program earlier this year by publicly posting its rigid internal timing standards on everything from hardware replacements to server deployment. An in-depth dashboard has been added to the company's client portal, LEAP3, to allow customers to see real-time performance levels.

"The Bill of Rights already gives customers more transparency into their services than any other SLA.With this new update, we have enhanced that by making it entirely automated and fully integrated in the customer's existing LEAP account," said Andy Pace, Chief Operating Officer. "A client may view the dashboard at any time to make sure SingleHop is abiding by their rigid standards. If a goal is missed, the customer simply clicks a button and the process for requesting their SLA credit is complete. It's all about being easy," added Pace.

Sample Features of the Customer Bill of Rights:

Service Guaranteed SLA Credit if Missed
First Response to a Support Ticket 1 Hour 5%
Updated Ticket Frequency 2 Hour 5%
Server Deployment 1 Hour 10%
Virtual Machine Deployment 30 Minutes 10%
Network and Power Uptime 100% Sliding scale, up to 100%

The Bill of Rights dashboard also allows customers to see how well SingleHop is servicing their account. "That was an important factor we wanted to be able to showcase. If we deploy a server 30% faster than our guarantee, I want our customers to know that was the case. This is real-time data where we offer 100% transparency to every single customer, no matter wholesale or retail," added Pace.

SingleHop Behind the Numbers:

Service Guaranteed SLA SingleHop average
First Response to a Support Ticket 1 Hour 17 minutes
Updated Ticket Frequency 2 Hour 43 minutes
Server Deployment 1 Hour 48 minutes
Virtual Machine Deployment 30 Minutes 17 minutes
Network and Power Uptime 100% 100%

About SingleHop, Inc.
SingleHop is a dedicated server and cloud hosting provider that offers highly scalable, on-demand infrastructure services to both end-users and resellers primarily under monthly contracts. With clients in 114 countries, two Chicago-area data centers, and over 10,000 servers online, SingleHop delivers state-of-the-art hardware, server management customization and Infrastructure-as-a-Service. While combining security and convenience to provide solutions for a wide range of enterprises, SingleHop remains an industry leader in providing customers with automatic server deployment, remote management, and accessibility using a variety of personal devices.

SingleHop was established in 2006 and makes its home in Chicago, IL. In 2011, the company was named #25 on the Inc. 500 list for the fastest growing companies in America, a significant leap from #58 the previous year.

Contact Information
Kevin Swan
Director of Communications
kswan@singlehop.com
312 447 2580 x203

SingleHop at a Glance
  • Founded in 2006
  • 14,000+ physical servers under management
  • 3,200+ customers in 124+ countries
  • 500+ resellers and channel partners
  • Inc. 500/5000 list 4 years running
  • 4 data centers in North America and Europe
  • Proprietary automation platform with 1 million+ lines of code
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