Diagram Legend

A. Initiation

The Customer Support Procedure starts by the initiation of a request by the customer. This can be done by opening a ticket through the Trouble Ticket System integrated in the Web Hosting Control Panel, by a phone call with one of our customer support agents or by Email.

B. Support Procedure

1. In all three cases the request is entered into our fully automated CRM system(Customer Relationship Management). It automatically detects the store the client belongs to – this is to ensure that further dealing with the customer is fully branded in the name of YOUR COMPANY. Then the CRM analyzes the type of the issue: If it is a Sales Issue – then it directly is forwarded to our sales and billing team. If it is an issue regarding a hosting question or functionality it is transferred into the Trouble Ticket System and the customer support team Level 1. If the System detects a highly critical issue such as down-time or data-loss it directly prompts the issue to our rapid deployment force consisting of the best technicians of our company which are immediately taking care of it 24/7.

2. Our Trouble Ticket System is further handling the whole internal (within our Support Team) and external (with client) communication. Here customers have a live track of the status of their issue. They are always able to view and add comments or screen-shots concerning the open ticket.

3. A support member is taking ownership of the trouble ticket and starts working efficiently until the issue is resolved completely.

4. Almost 90% of all issues are solved by our Level 1 Support Members – however there are some custom and specific requests or questions which should be taken care with a particular attention. The Level 2 Support consists of advanced professionals with many years of experience in the hosting business. They are also taking care of supervising and training the Support Members of Level 1. Basically all tickets that are forwarded to the Level 2 Support are transferred with the needed comments and resulted solution back to the Level 1 Support, that is then preparing the reply to the customer. This way the advanced knowledge is acquired by the Level 1 Support Team Members immediately, which enables us for much faster resolution times of issues with repetitive nature.

5. If there are requests which are demanding advanced programming or system administration skills, the request is forwarded to our Level3 support team that consists of software developers and system administrators who will find a solution for EVERY problem. Again, after solving the issue the ticket is sent back to Level1 support, which is preparing the reply to the customer and automatically understands and acquires the gained know-how for that task.

C. Support meets Management

Every two weeks the Support Team gathers for a meeting where ideas and special request can be shared. Members of the senior management are joining these meetings as well – so in this way we ensure that customer wishes are directly passed to the decision makers in the company and they can rapidly be launched on the Hosting Platform and respectively reach the customers.