Get Help Now
Have an issue? Have a question? Need someone to bounce an idea off? For us, service is much bigger than support. It starts before you are a customer and transcends the typical structure for something better. Contact us for help with:
Are you having an issue with an aspect of your infrastructure?Contact Tech Support
Are you interested in learning more about what SingleHop has to offer?Contact Sales
Account and Billing Assistance
Do you need help with your account or need more information about billing?Contact Accounts and Billing
Abuse and Legal
Are you having problems with spam?Contact Abuse
Service Beyond Support Philosophy
Service Beyond Support means that our entire team is invested in creating a better experience for your business. Here is how we structure our support organization:
We have a team of knowledgeable staff and engineers available 24/7/365 to help you with whatever you may need. We do not outsource our support to any third parties, so you will always be in contact with one of our staff members.
When requesting help, please use the ticket system when possible as it will help route tickets to the right departments, ask the right questions, and generally streamline the support process.
Remember that tickets enter the queue at the same speed as phone support requests and are prioritized accordingly based on the issue’s severity and not the method in which the request was received.
Dedicated Support Team
- Account Manager
- Technical Support
- Billing Development
Extended Support Team
- System Administrators
- Data Center Operations
Service Beyond Support
Our Bill of Rights SLA ensures transparency across the board for all time frames and we want you to hold us to it. If we miss any deadline outlined in the Bill of Rights SLA, you can request compensation.
|Dedicated Server Deployment||3 Hours|
|Cloud Server Deployment||5 Minutes|
|Hardware Replacement||90 Minutes|
|First Response to Support Ticket||1 Hour|
|Ticket Update Frequency||2 Hours|
|Escalation to Senior Staff Time||90 Minutes|
Latest OT.SingleHop.com Updates
Are you having trouble with part of your infrastructure? Check here to see if it’s just you or the entire system. This section will be constantly updated so you always know the status of our network. Be sure to contact the support team if you’re experiencing any issues.
|09:04 11 Sep 2012 CDT - Connectivity Issues CHI-2 [..more] Connectivity issues at CHI-2- techs are aware and working to resolve it.|
|10:06 28 Aug 2012 CDT - Connectivity Issues CHI-2 [..more] Connectivity issues at CHI-2- techs are aware and working to resolve it.|
|03:01 26 Aug 2012 CDT - Cabinet issues [..more] Cabinet(s) #aswg-ej183-2.ord03 having connectivity issues our techs are working on it.|
|06:53 24 Aug 2012 CDT - Connectivity issues in PHX-1 [..more] Connectivity issues in PHX-1- techs are aware and working to resolve it.|
|04:09 17 Aug 2012 CDT - Connectivity Issues CHI-1 [..more] Connectivity issues at CHI-1- techs are aware and working to resolve it.|