Dear Client
As a company we have seen significant growth over the past 12 months and we are very grateful to all our clients who have made us what we are today. We give this commitment to you today that we will continue to service your hosting needs in the coming months and years to the best of our abilities. We pride ourselves on providing a quality and personalized hosting service to our clients. We love to be approachable and we do have many of you following us on AIM and Skype who chat to us regularly. We want that to continue.
Our support queue is becoming unmanageable at times with the number of staff we have currently and we needed to take action to make sure those clients who need support get it quickly and efficiently. It is for this reason that today we can announce we are providing true 24/7/365 support coverage. A team of technicians are now on hand to answer tickets and this team have been employed on a 24 hours contract. This means there will be someone on line to answer your support tickets at any time, day or night. These techs are qualified at minimum level 2 Linux standard and 2 of the technicians are certified level 3 linux techs. We are aiming for an initial response of 30 minutes or less with a 4 hour maximum resolution time to support enquiries moving forward.
We have been working hard over the past month to locate and hire these technicians. They are employed from a trusted third party company and we know a few other medium size hosting companies who have been using them successfully for a long time.
Myself and my colleagues you have been dealing with for years are all still here! We are still on Twitter and Skype or AIM chatting to you. The new technicians will only deal with support tickets so when you Tweet @bigwetfish it is still us answering and we want that to continue forever! All billing and sales questions will still be answered by ourselves. If for any reason you wish to have me personally handle your issue please just ask our new techs to escalate your ticket to management and I will deal with it personally for you. This is a commitment that I am making to all of our faithful clients.
Keep an eye out in the next few weeks when we will be launching cloud based cpanel hosting giving you the same quality hosting you know and love with the added benefits of the reliability of the cloud. We will also be adding a new live chat button to our website allowing you to interact with us quickly without the need to add us on Skype or AIM. Unfortunately we do not have a set timeline for the live chat to be online only know that it is in the pipeline.
As always we appreciate your business and thank you for your loyalty to us. We never have and will never take that for granted. Let us know if you have any questions at all by completing the contact form on our website.
Best Regards
Stephen K
BWF Hosting
