Mar 1, 2012

We have all been disappointed with a product or service we have purchased at one time or another. I think the value, from a monetary standpoint, has a lot to do with the amount of disappointment felt when that product or service doesn’t quite work as advertised. For instance, if you get one bad peanut M&M in an entire bag, you’re probably not going to call and scream at someone at Mars, right? However, if you purchase a brand new gadget or maybe even a car and things start to go haywire, something tells me your disappointment and/or anger is going to be fast and furious…

It seems like the more expensive or valuable the item is, the smaller the fine print that accompanies it seems to be. Why is that? At SingleHop we’ve always had extremely rigid internal service level agreements (SLAs) to make sure our customers receive the best service and support as possible. Because of that dedication to the details and the importance we place on our customers’ time, we thought it was necessary to go completely transparent! That’s why I am thrilled to announce the launch of our Customer Bill of Rights!

Finally, a service level agreement that actually means something! Not only are we upfront about the timetables in which we promise to find a solution, if we miss a mark you’re entitled to a credit. Imagine if the rest of the world’s service providers adopted such a system. What if your cable company gave you 10% off your bill the next time they were to a service appointment? HAHAHAHA, that would be the day! Or what if your wireless provider gave you a 15% discount on your next bill because you dropped a call? Something tells me neither of those luxuries are going to end up in your mailbox anytime soon.

The Bill of Rights covers everything from hardware replacement to network uptime. We are absolutely thrilled about the Bill of Rights and hope that you take it as yet another sign of our commitment to excellent service and solutions.

To see the specifics (not fine print) please click here


    You know. I can’t help but remembering an incident from about 4~ months ago. I was on the road and one of my SingleHop servers reported to be down, and it was for over 2 hours, and it was just unexplainable. When I was back in my office, I contacted SingleHop about it. Without going back and forth much — although the techs could not find anything in the logs that indicates the server was down due to a SingleHop network failure, I was provided a credit on the account for the server without question. Later on, I discovered the reason behind the downtime was not SingleHop related, it was related to an application running on the server. So I reported that back to SingleHop as I believed the credit was not needed anymore. Being awesome, SingleHop did not void the credit. It was their way of going a couple of extra miles to make the customer happy, and they were successful.

    Way to go guys.

    Posted by Ahmed on March 2, 2012 Reply

    I really love Singlehop. When my server suffered a 3-day downtime last month, they gave my a 50% discount in my upcoming bill, which is really awesome. :)

    Posted by Jehzeel on March 10, 2012 Reply

    I mean “me” not “my”. Hehe…

    Posted by Jehzeel on March 10, 2012 Reply

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