Our Promise to You
At Liquid Web we have a long-standing reputation for industry leading Heroic Support® -- onsite, 24/7/365 in our state-of-the-art Data Centers -- but a large portion of the safety net protecting our users’ valuable enterprises is created by our SLA. Witnessing our commitment to providing customers with secure and reliable service illustrates our confidence in the Liquid Web Promise that begins the moment you place your order.
Before You Sign Up
“Our promise starts here as our knowledgeable sales staff is available to answer any question you may have quickly and honestly. In addition, for those who know exactly what they’re looking for, we provide a transparent, informative pricing list that comprehensively outlines exactly what is offered at every level.”
Our Promise Pre-Order:
- 24 Hour US-Based Sales & Livechat
- Highly-Trained Knowledgeable Sales Staff
- No Contracts, Cancel at Any Time
- Transparent Pricing
- Informative Materials at Your Fingertips
- Up-to-Date List of Inventory
While We're Building Your Server
“We have low setup times and open communication throughout the process. Whether it’s talking with a staff member without endless hold times or having knowledgeable techs via email and livechat, this is an important and incredibly valuable point highlighted by the Liquid Web Promise.”
Our Promise Throughout Your Order:
- Average Setup Times Exceeding Industry Standards
- Open Communication Throughout Setup
- Order Verification Directly from Setup Techs
- Technical Review of Your Hosting Environment
- HIPAA/PCI Certifications to Ensure Privacy
Throughout Your Time as a Liquid Web Customer
“Instead of waiting until an issue arises, techs monitor your service and proactively communicate with notes and updates that will help keep you running smoothly. If you do have questions or issues, our Heroic Support team is renowned around the hosting industry for taking ownership of your issue.”
Our Promise to Our Customers:
- Staff Trained to Take Ownership
- Proactive Support & Updates
- Competitive SLAs
- 24/7/365, US-Based,On-Site Support
- On-Site LiveChat 24/7/365
The Liquid Web SLA Goes Above & Beyond...10x Above & Beyond
Our comprehensive Service Level Agreement guarantees everything from response times, to hardware replacement, to compensation for downtime. Not only are our 30 minute initial response and equipment replacement guarantees some of the quickest available, they are often beaten substantially in our monthly average support statistics. However, what attracts many users to Liquid Web, is the 1000% compensation outlined in our SLA’s 100% uptime guarantee. That means that if you experience downtime, we will credit you at 10x the amount of time you were down.
Initial Response Time GuaranteesView SLA Details
Initial Help desk tickets are responded to within 30 Minutes. If we miss the mark, we’ll credit you 10X the amount we missed it by.
Initial LiveChat messages are responded to within 59 seconds. If we miss the mark, we’ll credit you 10X the amount we missed it by.
We’ll answer your call within 59 seconds, guaranteed.. If we miss the mark, we’ll credit you 10X the amount we missed it by.
Infrastructure GuaranteesView SLA Details
All major routing devices within our network are reachable from the global internet 100% of the time or we’ll credit you 10X of the down time.
This guarantee assures that power to your rack will be online 100% of the time or we’ll credit you 10X the down time amount.
Faulty dedicated server hardware will be replaced within 30 Minutes of identifying the problem. If it takes longer, we’ll credit you 10X the amount of extra time.
Price Lock-In Guarantee
We guarantee clear pricing on our site and we will never increase the price you pay during the term of your service, even if our price to new customers increases.
Supervisory Staff Available
We guarantee that if you encounter a problem, a senior supervisory team member will be available around the clock to help you.