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Help Desk Initial Response Time Guarantee (45 minutes)
Phone Answer Time Guarantee Monday – Friday 8 AM – 5 PM PT (90 Seconds)
Email Help Desk Response (15 Minutes)
That means that when you submit a hosting support trouble ticket via our help desk system you are guaranteed a response from a Super Support® technician within forty-five minutes or sooner. If Secure Cloud Services (SCS) fails to respond within forty-five minutes, you will be credited 5 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 5-hour hosting credit.
And, we guarantee that an SCS Agent will answer your phone call within 90 seconds from the time you select the department you wish to speak with. If SCS fails to respond within ninety (90) seconds, you will be credited 5 times the amount of time exceeding our SLA commitment. That means that if your phone call goes 12 minutes past our stated initial response time guarantee, your account will receive a 1-hour hosting credit.