A critical component in ensuring the high quality inherent to our commitment to Hosting Confidence is offering powerful, effective, and efficient product support. Accomplishing this requires us to combine several distinct elements:
Convenience. One of the cornerstones of providing effective customer service is to make oneself available to their customers regardless of the time of day, all the while considering the customer's preferred way of communicating. Although many people like e-mail, it's undeniable that sometimes talking to someone, person-to-person, is just as good of a medium (and perhaps even better!) for communicating concerns, seeking information, or buying a product or service. This is why we offer 24/7 telephone support in addition to 24/7 ticket/e-mail based customer support.
Geographically-dispersed, non-outsourced Support Centers. Here at Net Logistics, not only do we utilise two primary support centers for offering product support (in Singapore and Sydney), but these centers are non-outsourced. In other words, one aspect of ensuring very high quality support is accomplished by locating our support centers far apart, and ensuring these centers are staffed with only employees of Net Logistics. Not only does this offer redundancy in the case of a catastrophic situation, but it also allows us to better maintain our service standards.
Intense service standards. Another aspect of ensuring support quality involves our implementation of a range of intense service standards. These include setting support targets based on a range of metrics (including minimising response time, minimising resolution time, and maximising resolution rate), regular audits of our support system to ensure we meet performance and communication quality standards, and a policy of ensuring that even management-level staff stays involved in direct customer support.
Proactive vs. Reactive Support. We also strive to be leaders in the area of Proactive Support. Akin to preventive medicine in humans, Proactive Support aims to prevent potential problems whenever possible, before they become issues for our clients. This involves utilising a range of systems and practices, including comprehensive server monitoring and notification systems; aggressive maintenance procedures; and specially-engineered datacenter installation techniques and systems designed to minimise downtime events. Our proprietary Hawkeye Server Analysis, Metrics and Monitoring system is also critical in providing our support teams with the ability to engage in proactive support as much as possible. Our use of a modified Kayako ticket system also enables us to very effectively maintain various priority queues for support action requests, ensuring that issues are quickly escalated based on administrator requirements and issue urgency.
Brainpower. Despite awesome technological advancements, clearly the support of computer systems is ultimately a human responsibility. This is why at Net Logistics, we place huge importance on brainpower -- ensuring that our front-line support staff are the "best-and-the-brightest" in the IT industry from the start, and are rigorously trained in telephone-based support, e-mail support, and our products before they handle a single support request.
Informal Support Systems. We also make sure that even in cases where hosting providers do not typically provide direct support -- e.g. in areas such as web application development -- we still provide options, namely by connecting the larger Net Logistics client community through systems such as the Net Logistics Forums.
All combined, these aspects of our overall support system unite to create the level of support quality we are renowned for -- and form a substantial pillar of the foundation on which our Hosting Confidence rests.