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1-866-349-0689
We have always had extremely rigid internal standards for our tech support teams. These closely monitored objectives are how we continue to set the bar high and improve our customer service.
The Bill of Rights is based on exceedingly granular goals that are completely visible to our customers.
Everyone can agree that arbitrary goals are pointless. We created the Customer Bill of Rights because it just made sense. We've always believed in strict and obtainable goals when designing internal SLAs. Now we're just taking that commitment to the next level. If we fail to achieve a goal listed below, we will credit your account.
The longest amount of time you will have to wait for a new Dedicated Server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.
The longest amount of time you will have to wait for a new VMware-based Public Cloud Server is 90 seconds. This is measured from the time your payment is processed and your order is confirmed.
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.
The longest amount of time you will have to wait for a First Response to a Support Ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.
The longest amount of time you will have to wait for an update while we are working on your ticket is 2 hours. This is measured from the last time we responded to the ticket.
Our data centers will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.
Our Public Network will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.
Should your issue require escalation to senior staff, you will wait no more than 90 minutes for the escalation to happen and the senior staff member to contact you.
If we are migrating data for you, we will provide an estimated amount of time needed. If we exceed this estimate, we will credit you for the trouble.
Want to see if we're making the grade? Simply request a report card and we will provide you with a detailed report that indicates how we are performing for you, on average, relative to the above SLAs.
