Once a month, the entire Liquid Web™ team waits with bated breath for one set of numbers to be released: our support statistics. We are constantly monitoring and improving how well we assist our customers with Managed Hosting accounts and release the numbers each month. These numbers may sound boring to an outsider, but not to us. They represent the foundation of our company and that which we strive to improve every day. In fact, they are the proof that we are living up to our on-site, 24/7/365 Heroic Support® and response time guarantees. We believe in transparency when it comes to communicating with our customers, and publish our statistics every month, illustrating that our support team is as heroic as we advertise! This month, we are proud to announce that our April 2013 numbers are above and beyond our promise to our customers.
If you’re a Liquid Web™ customer, then you may have already heard about our industry-leading initial response time guarantees in our Heroic Promise. For every Help Desk Ticket created, we guarantee they will be responded to within 30 minutes. In April, we shortened this number to an average of 16 minutes and 41 seconds and actually solved the tickets within an average of 34 minutes! As you can see, we take our response time guarantees seriously. It is not only our personal mission to be available 24 hours a day, 7 days a week, and 365 days a year to our customers, but also to respond to them quickly. In addition, we guarantee that phone calls and live chat messages will be responded to within 59 seconds!
We strive to not only meet these guarantees, but surpass them because we desire one thing: happy customers. Our customers’ happiness and satisfaction are of the utmost importance and vital to our business operations. Plus, we love hearing from them via emails, our Help Desk, or social media. We appreciate the feedback so much that customer praise is often sent around the company to pass along the congratulations.
Liquid Web knows that our customers take their web hosting seriously, and as such, expect quick, knowledgeable service from a team member that is familiar with their hosting needs and has immediate access to the physical location where their data is hosted. Some of the specific features unique to Liquid Web’s Heroic Support® team include:
- 24/7/365 access to level 3 engineers by phone or email
- State of the art infrastructure for complete reliability
- Software hardening to protect the integrity of your server
- Sonar™ proactive monitoring and service restoration
- Complete user level tools for monitoring your server’s health
- 100% up-time SLAs
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, but as evidenced by the above statistics, they are often beaten substantially! 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.
While our sincerest hope is that our customers never have a problem with their hosting, we’ll be here if they do. Our Heroic Support® technicians work around the clock to ensure all of our customers receive the best possible hosting experience available. We’ve assembled teams of experts to support your hosting environment and infrastructure, all to make sure that we’ve got you covered. The next time you find yourself in need of some assistance, not only will our technicians be there there to help, but we also guarantee you’ll reach someone who can quickly help solve your issue every time.