|
|
Extend your IT staff with Swiftway Support
Whether you choose to host with Swiftway for our reliable and stable IP Network, our leadership among small, mid-size and enterprise systems or even our exceptional network redundancy, many customers trust Swiftway because of our Superior Support.
Swiftway has Internet technology experts from around the world to meet the IT needs of any business. With Swiftway, support is the more flexible and cost effective way to insure your systems are working properly.
People - Experts on hand
Our support team provides the same level of flexible and responsive support to our customers whether they are calling about DNS changes or have a mission critical application down. They have the experience of supporting many different clients for more than five years and are always abreast of the state-of-the-art hardware and software, troubleshooting techniques and workarounds. Our support staff is available 24/7/365 to resolve almost any issue quickly and thoroughly.
Our Support team is optimally organized to provide you with reliable, flexible, and responsive customer support:
- Dedicated Customer Support Team
When you email into our support center, you are not routed. Our Technical Support staff is a dedicated team of customer service oriented individuals, most of which have over four years of technical and customer-facing experience. Their varied experience allows for quick resolution of any common problems you may have with your dedicated server.
- System Administrators
Our Windows / UNIX Support staff is a veteran team of experienced individuals. Most have more than 10 years of experience working with Server Platforms. As a result, Swiftway stands ready to, not only respond, but, assist in the resolution of your hardware, software, and network needs 24 hours a day, 7 days a week.
- Data Center Operations
The Hardware Engineering Group and Network Operations are your "Top-team" watching the performance of your infrastructure. Customer's server hardware and network is constantly monitored and managed by Swiftway and is supported by our SLA's.
Monitoring and Management System
As a leading Internet force, Swiftway has invested in a Management System to ensure that your systems are always up and running. This system is automated and integrated into our trouble ticketing system, increasing speed-to-resolution and decreasing manual errors, all while decreasing costs to our customers.
As a new Dedicated Hosting customer, each of your servers is assigned a unique ID number. This number allows us to quickly identify your system including:
- Location within the data center
- Hardware configuration
- Historical support
- Server OS Type
If a problem is discovered through our proactive monitoring, a trouble ticket is immediately opened for problem-resolution identifying your server with your unique ID.
Process
If a customer perceives trouble on their systems, before we detect it, a customer simply needs to contact our support team via email or phone, which opens a trouble ticket. Troubleshooting begins immediately.
Our technical support team will be working with the customer throughout the issue until it has been resolved. This can reduce both the time to repair and your trouble because:
- You don't have to run around to find a support person
- You always have open an communication line
Escalation
There are 2 tiers of support escalations to ensure the quickest problem-resolution timeline.
Primary contact point: Dedicated Hosting service customer care
1st level escalation: Team Leader
2nd level escalation: Director of Customer Care
If for any reason, if you feel your issue is not resolved in a timely manner, you can escalate the issue to our Management Team. You will get the list of contacts when installation is completed.
Cost Effective
Swiftway's support service can help you in each stage of your business lifecycle. From setup of your system to expansion, or staff reduction, simply choose the area where our experts can help.
|
