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Everything Starts With Communication
Once you choose to do business with Pre Powered Websites, our provisioning department is responsible for that highly important, first impression. While we are 100% confident that your new account will be provisioned quickly and accurately, we take it a step further by following a stringent list of Quality Control guidelines. All designed to not only make sure we are doing it right, but to make sure that you have no surprises. We strive to reinforce the choice you have made to do business with Pre Powered Websites by making 100% sure you get exactly what you paid for, and then some. Orders received by 1:00 PM San Diego time (PST -06:00) Monday-Friday (excluding holidays), are typically deployed the same day.
Defining and exceeding Your expectaions
At Pre Powered Web expectations are defined at the beginning of our relationship, not at the end. This ensures that each party has a clear understanding of the expectations needed to form a long lasting and rewarding relationship. This covers every aspect of your Pre Powered Web account. From the Sales experience, Billing Process and finally to the Total Support Experience which is handled by our world class support team.
To review our policies,
Responsiveness & Follow Up
If you do have an issue, you want someone to help you quickly. Someone who understands the issue and shares your sense of urgency. You also expect to be kept current on the issue status. For this, we utilize a system of advanced calendar controls and real-time notifications that act as reminders for our technical staff. These reminders are for promised callbacks, time sensitive tasks and much more. We understand the value of time and the costs associated with time wasted. When we promise a callback, you can set your watch to it.
Support Calls Overview
Our average Support hold time is less than (1) minute. In fact, most clients never hold at all. In the rare case that a caller is on hold for more than (2) minutes, that caller is prioritized and sent to a backup tech who takes the call. With industry leading 82% 1st call resolution, it’s not often that we have to arrange a call back. But if we do, we rely on real-time notifications that act as constant reminders for our technical staff. These reminders are for promised callbacks, time sensitive tasks and to keep you informed at all times.
Support Ticket Over View
Our Support Ticket motto is “Treat Tickets like Calls”. Our average Support Ticket response time is less than 15 minutes. We've heard over and over from new clients about Hosting providers who took days or never even respond to support tickets. How they knew better than to send a ticket if it was important. We strive to be prompt, courteous and accurate with our ticket responses. If you had to choose (2) out of (3), prompt and accurate would surely suffice. However, it never hurts to know that the person on the other end is also very courteous, professional and has a genuine interest in helping you. We also follow-up every ticket with an email just to be sure your technician was helpful and to ensure that the issue was resolved. Every ticket is archived with your client record for later review and for us to keep an eye out for unusual activity on your account. For example, let’s say you submitted a support ticket last month about a drive issue which we quickly resolved. Then we received another ticket about the same issue recurring a month later, which we again quickly resolved. That would trigger an event in our system which would notify us that there may be a faulty drive, controller or cable at fault. Our system would automatically create a warning on your account that a proactive drive, controller or cable swap may be in order. We would then contact you to discuss the issue and collectively plot a course of corrective action. This attention to detail will ensure that your experience at Pre Powered Web not only exceeds your expectations, it blows them away.
Communication
Communication is essential to a healthy relationship because you need to know what we are planning to do and when we plan to do it. That includes scheduled maintenance as well as server, system and network upgrades. Network issues that might affect your server, security bulletins, and much more. To keep you informed, we rely on an advanced ticket system which is designed to notify you and your team about the issues which affect you and your service at Pre Powered Web.
Documentaion
Another key component to a long and healthy relationship is documentation. We document every support call and every support ticket related to your account. That includes all Technical, Billing and Sales issues which you have discussed with our staff. While this may seem excessive, the end result is that we are more informed about your account, support history and the types of issues you have experienced, than any other Hosting provider. This info is securely stored with your record and the details are available to essential staff members at the click of a button. This enables us to look for trends and patterns which assist us in providing better support. It also eliminates the need for you to explain a problem more than once. We have a wealth of information at our fingertips which will help us to serve you better, resolve issues faster and get us better connected with you.
On going total support
Once your servers are properly provisioned, we are communicating effectively and we have fully documented everything, we are now left with the privilege of showing off our rock solid Network. You can count on our redundant GigE network to keep you and your customers smiling day and night. You can also count on our friendly Support Team 24/7 by either calling Pre Powered Web or sending an email to our support department. With satisfied clients in all 50 states and in over 80 countries around the world, we have raised the bar with Total Support.
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