How Our Support Team System Works
All customer support queries
are routed through a Support Ticket System. Customers contact the support
team via an email support ticket and are serviced by Tech Support only via the
ticket system . This way, all replies are tracked, monitored and archived. We
have found that by providing us all the necessary information in writing, our
staff is able to more efficiently and quickly respond to your needs. Our tech
support engineers are always at your service, 24 hours a day, 7 days a week, 365
days an year. We have no banker's hours; no auto-responders and no "closed
for the holidays" door sign. You will always receive fast and friendly support.
Our goal is for all customers get a human response within 1 hour of the query
being received. This is not an automatic responder, but a support person
who looks into the matter immediately. Almost all common issues are solved within
6 hours of receipt of your request for support.
At 1st Host Web
1st Host Web takes care to ensure our staff is not exhausted working overtime to keep up with customer expectations. Each member of the 1st Host Web Support team works for a maximum of 8 hours a day. There are 3 shifts per day, so that members remain bright and enthusiastic throughout working hours. Because of the rotating 8 hour system, customers are always greeted by happy and considerate staff and issues are resolved as quickly and efficiently as possible.
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