Always Available. Always Fast.

Our Heroic Support Staff Upholds Our Initial Response Time Guarantee
There’s nothing more frustrating than being unable to reach a human being when you’re trying to contact a customer service department. If you’ve ever been stuck on hold for an extremely long amount of time or had to navigate seemingly endless phone trees to get to someone, then you know what we’re talking about. Because we value our customers’ time and energy, we make a point to ensure you are actually able to talk to a real person within minutes of calling, emailing or sending in a LiveChat. It’s a measure of pride for us that our Heroic Support® is not only available 24/7/365, but also available immediately when you reach out. We even publish our monthly statistics front and center on our website detailing how quickly we answered our customers’ messages, all in the name of transparency.

September 2014 Support Statistics

  • Telephone Initial Response: 10 seconds
  • HelpDesk Initial Response: 29 minutes, 39 seconds
  • LiveChat Initial Response: 19 seconds
  • Customer Satisfaction: 98%

Providing our customers with highly responsive Heroic Support® is part of our Heroic Promise®. We call it our Initial Response Time Guarantee. This guarantee states that all HelpDesk tickets will be responded to within 30 minutes, all LiveChats will be responded to within 59 seconds, and all phone calls will be answered within 59 seconds. Not only are these guarantees some of the quickest available, but we often come in substantially under the these time limits in our average monthly support statistics. In addition to these industry-leading response times we offer a 1000% compensation, as outlined in our SLA’s 100% uptime guarantee. That means if you experience downtime, we will credit you at 10x the amount of time you were down.

Our response time guarantees exist for you. While we strive to make every interaction a positive and enjoyable experience, we realize that our customers have hectic lives and want their questions answered or their problems solved as soon as possible. Our response time guarantees mean that you can rely on Liquid Web to answer your questions quickly and thoroughly, allowing you to focus on the purpose of your service rather than its status.

Have you experienced a heroically fast response time from Liquid Web?