We want to make every single one of our customers happy. It’s been that way since we started, more than 20 years ago. And it’s the reason people stay with us. Exceptional service is our number one priority. We even go as far as promising the levels of support you’ll receive.
Read on, and discover our support promise to you.
Our overriding goal in every situation is customer satisfaction.
We promise to communicate in a friendly, helpful manner at all times. That should be a given, but in a hectic world of robotic chat and automated systems, our personal approach really does stand out.
We also promise not to bewilder you with jargon, but we won’t treat you like an idiot, either. We’ll keep the conversation straightforward and understandable. If you want us to go all technical and get our geek on, that’s great as well.
Our aim is to attend to emergency issues immediately within working hours
Emergencies include:
We’ll work to resolve simple and regular requests within 24 hours
Examples of regular requests include:
We’ll work to resolve complex or unusual requests within 72 hours
Examples of complex requests include:
We’ll do our absolute best to hit these targets. If for some reason we can’t, then we’ll keep you informed about when you can expect a resolution.
We also promise to never, ever leave you hanging. If something falls beyond the scope of our services, we might not be able to offer a solution ourselves, but we’ll certainly point you in the direction of where to go next.
Finally, we’re only human. And whether we like it or not, mistakes can happen. When they do, we’ll work our hearts out to make things right, as quickly as possible.
Relationships are all about two-way communication. For us to support you and your website, we’d like a little something from you.
Please be courteous and respectful with our team members, they are trained specialists who genuinely want to help you.
Always keep offline backups of your important data. We’ll try to help you get your site back on its feet if hacked or damaged, but we need to rely on clean data to do that for you.
By all means call us on the phone, we love to chat. However, for complex queries, we always prefer you to email us with the details.
We’re here to make your life easier. Get in touch using your preferred channel, and our UK-based customer support team will leap into action.
