Liquid Web Heroic Support® Overview

Engineered by Liquid Web™

Unlike most providers, Liquid Web owns and operates its entire infrastructure. By engineering and controlling our infrastructure personally, from routers to servers, we are able to immediately respond to any issue directly. This means that the Liquid Web Engineers that you rely on will have direct physical access to the server meaning you'll never have to wait for some 3rd party datacenter to respond!

Introducing ServerSecure™.

Peace of Mind, Absolutely Free.

ServerSecure™ is an exclusive Liquid Web service which is designed to save you both time and resources. This initial setup option provides many additional services and modifications to the default Operating System and C-Panel installation which greatly enhances the security, reliability, and compatibility of your server and software. What would have normally taken you hours of installation work, or the hiring of an outside systems administrator, is now done for you by Liquid Web. Your server is locked down and ready to run, as soon as you receive it.

Liquid Web Sonar Monitoring®

Sonar Monitoring is a dedicated division of Liquid Web solely focused on providing service reliability and immediate incident resolution. The Sonar Monitoring team utilizes a robust set of proprietary system level health and service monitoring tools to constantly ensure your server's optimal performance through early detection of problems. In the event that an issue is identified, our Sonar Monitoring Team responds immediately, reducing downtime and repairing any issues proactively, in many cases before the client is even aware of the problem.

Liquid Web Guarantees

Network Uptime Guarantee

At Liquid Web, Technical support means more than just an unresponsive support e-mail address.  Heroic Support® is our total commitment to your server's reliability and up-time backed by an industry leading Service Level Agreement (SLA).  This means that in the unlikely event that a problem occurs, Liquid Web agrees to proactively repair the issue, provide complete communication and you will be amply compensated for up-to ten times the amount of the actual down-time.

30-Minute Hardware Replacement Guarantee

Liquid Web guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem. In the event that this guarantee is not met, Liquid Web will issue a credit for ten times the actual amount of additional downtime*

Liquid Web Initial Response Time SLA

Liquid Web's managed customers are covered by our thirty minute initial response time guarantee. That means that when you submit a trouble ticket via our help desk system you are guaranteed a response from a Heroic Support technician within thirty minutes. If Liquid Web fails to respond within thirty minutes, you will be credited 10 times the amount of time exceeding our SLA commitment. That mean's that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 10 hour hosting credit.