Service First Support

Need Customer Support Now?

The Service First Promise

Our Award-winning Service First Support is unlike any other in the industry. Located in the US, our always-on team of certified technicians provide deep and knowledgeable expertise across our large managed cloud portfolio. Small and mid-sized businesses have access to dedicated support teams – a first in the industry – making SingleHop Service First technicians a true extension of our clients’ internal teams.


Our Team is Your Team

When we sat down to put a name to our dedication to clients, we landed on a phrase that describes our work ethic as it’s practiced each and every day: Service First. Service First Support by SingleHop is not a radical (or dare we say ‘fanatical’) concept – it’s our promise to deliver a transparent, responsive, always-on, empathetic and results-driven support model.

All Services Backed by our Award-Winning SLA

Have you ever seen a provider promise a 1-hour response time to your ticket issue? We hadn’t, so we made it part of our Bill of Rights SLA. It not only combines granular visibility with the highest service level standards, but happens to be the industry’s only self-monitoring agreement. Why is it called Bill of Rights? As your partner, we feel you’re entitled to see how we’re performing and know ahead of time how you’ll be compensated if we fall short of a promise. No complaining. No compiling data. Just pull up your real-time SLA report card in LEAP.

Praise for Service First Support

“The crew is indeed outstanding. Everyone is involved with your case; they respond promptly and accurately. They are always correct and incredibly fast!”
Juliana, SingleHop Customer
“Superior response and resolution! The Tech Support group is an outstanding asset to SingleHop.”
Ken, SingleHop Customer
“[The] completed task has made a serious difference in the server’s performance. Thanks for digging deeper. The efforts/findings were so worth the time taken, in my eyes!”
Michael, SingleHop Customer

Operational Transparency: System & Service Status Updates

We learned a long time ago that hosting providers who don’t value transparency can never be a true partner to customers. Bottom line: You need full visibility and real-time communication when something misfires — so that’s why SingleHop is an open book. From how long customers wait to talk to engineers to data center uptime, we publish all critical network, system and cloud service data to our status site, OT.SingleHop.com. Whether you’re our biggest or our smallest customer – or not a customer at all – we invite you to see how we’re performing.

Onboarding: Starting Off On the Right Foot

Implementing a new infrastructure solution or preparing for a migration are undoubtedly stressful. But with SingleHop’s all-inclusive, white-glove onboarding process, you will know everything that’s happening with your new environment as we bring you online and assist with the transition. Any problems you encounter will be taken care of quickly and with care, and when onboarding is complete, you’ll have all the pertinent information required to utilize your SingleHop environment in the best, most-efficient manner possible.

Expert, Always-There Support

Waving the Flag

When things just aren’t going your way, there are many ways to get in touch with us. Our team of expert admins and engineers are available 24/7/365. If you need access to a senior staff member, our SLA guarantees that you’ll hear from them in less than 90 minutes.

Our super-speedy ticket system powered by our LEAP Control Panel often enters tickets in the queue quicker than phone requests – so whether you prefer digital issue reporting or personal, we are happy and quick to help. Oh yea, and we never outsource our support to third parties, so you will always be in contact with one of SingleHop’s team members.

Your Dedicated Support Team

Most SingleHop service portfolios qualify for a dedicated Service First Support Team. These 24/7 teams are assigned to a defined group of accounts, so in your business’s time of need, you will reach a familiar voice who is knowledgeable about your account and solution. We feel that’s the only way to truly put your business first.

Dedicated Support Team

  • Account Manager
  • Technical Support
  • Billing Department

Extended Support Team

  • System Administrators
  • Developers
  • Data Center Operations

Certifications

The very notion of Service First is rendered moot without the proven expertise required to serve complex, ever-evolving infrastructure needs. We base our service model on a foundation of continuing education and corporate-level certifications. That’s resulted in hundreds of certifications that help us master operations, processes, procedures, business practices and corporate-level partnerships. Here’s a small sample of our certification categories.

Put the Service First Promise to the Test

First Name
Last Name
Company Name
Phone Number
How can the SingleHop Team help you?

Thank You

Someone from SingleHop will be getting back to you shortly.