| Support Service |
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We pride ourselves on our attitude to customer service and technical support, an area
neglected by many companies.
Above all, we want our customers to be happy with the service we provide, and by and
large the factor that influences customer satisfaction the most is the support provided.
We believe no customer has ever left our service because our customer support was not up
to scratch.
We have very low “churn” rates (customers opening then closing accounts soon
afterwards), compared to other providers: over a year, more than 98% of those who sign up
with us are still customers, and that’s not because we lock them into long contracts.
We occasionally get customers who have left us, usually for a lower rate elsewhere, who
come back two or three months later after experiencing the service levels of discount
providers!
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TECHNICAL SUPPORT |
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Technical support is offered mainly by e-mail, 7 days a week, 365 days a year. We also
have a comprehensive on-line technical support area,
which includes answers to almost all the commonly asked questions, and is always being
updated. There is also a current status page
which gives you an at-a-glance look at the status of all our systems and networks. We aim
to reply to your message (and have fixed your problem, if necessary) within 24 hours at
all times, and replies are normally within a few hours.
We do not offer telephone technical support to Gold and Silver customers, so you
don’t spend time and money waiting in a telephone queue for support. We offer 24/7
telephone support to our Platinum customers via an unlisted number.
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| CUSTOMER SERVICE
COMMITMENT |
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In terms of customer service, we endeavour:
- To set up all accounts within 48 hours of receipt of order form and payment. This
applies to both directly sold accounts and resold accounts.
We also aim to set up a majority of accounts within 24 hours of receipt, with particular
emphasis on resold accounts as we know our resellers are counting on us to enhance their
reputation for expedited setup.
- To offer an unconditional, no questions asked, 30 day money back guarantee. If our
service does not match your expectations or meet your needs, simply cancel within 30 days
and you will get all your money back - this is part of our contract with you,
not just an empty pledge. Unfortunately this does not apply to our Platinum service where
different conditions apply.
- To reply to all e-mailed support queries within 48 hours of receipt, and aim to reply to
a majority within 24 hours. Unfortunately installation of requested software, or server
reconfigurations may take longer than this.
- To do everything in our power to keep our servers and network links as fast as possible.
This is occasionally not possible because of circumstances beyond our control, such as
natural disasters, network congestion upstream, or other temporary problems.
- To be pleasant, courteous and helpful in all communications.
These promises do not affect your statutory rights as a consumer, and where
time-limited apply seven days a week, 365 days a year. Submit your order to us at 5pm on a
Friday, and your account should be up by Sunday 5pm.
There are a few times when we will be unable to adhere to the time commitments - during
times of reduced staffing, or company holidays or major hardware reorganisations etc. We
keep to the above support target times at least 95% of the time - well we’ve been
answering support e-mail on both Christmas Day and Easter Sunday for the
past three years!
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PRICE FREEZE!
- We are extending our popular 1997,98,99 price freeze into 2002.
- What you see is what you pay - we promise not to increase our rates for our Gold,
Silver, or resold accounts at any time during 2002. This promise will probably continue
into 2003 too.
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