Our Promise to You

At Liquid Web, we have a long-standing reputation for industry-leading, onsite, 24/7/365 Heroic Support® in our state-of-the-art Data Centers, but a large portion of the safety net protecting our users valuable businesses is created by our SLA. Our commitment to providing customers with secure and reliable service illustrates our confidence in the Liquid Web Promise and begins the moment you place your order.

Heroic Support scoreboard (June 2015)

Total HD Tickets: 21,258
Initial HD Response: 8 minutes, 18 seconds
Total Calls: 7,912
Total Live Chats: 13,699
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 communicating with knowledgeable technicians 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 Technicians
  • Technical Review Of Your Hosting Environment
  • HIPAA/PCI Certifications to Ensure Privacy
Throughout Your Time As Our Customer

“Instead of waiting until an issue arrives, technicians 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, Onsite Support
  • Onsite LiveChat 24/7/365

The Liquid Web SLA Goes Above & Beyond ... 10x Above & Beyond

Our comprehensive Service Level Agreement guarantees everything from response times and hardware replacement to compensation from downtime. Not only are our 30 minutes 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 if you experience downtime, we will credit you at 10x the amount of time you were down.

Initial Response Time Guarantees

HelpDeskInitial Response Time Guarantee

Initial HelpDesk tickets are responded to within 30 minutes. If we miss the mark, we’ll credit you 10x the amount we missed it by.

LiveChatInitial Response Time Guarantee

Initial LiveChat message are responded to within 59 seconds. If we miss the mark, we’ll credit you 10x the amount we missed it by.

PhoneInitial Response Time Guarantee

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 Guarantees

NetworkUptime Guarantee

All major routing devices within our network are reachable from the global Internet 100% of the time, or we’ll credit you 10x the downtime.

PowerUptime Guarantee

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.

HardwareReplacement Time Guarantee

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.