When things go wrong, or you need some help, we know just how stressful and frustrating it can be. That's why we ensure your cloud solution is expertly looked after, by our UK-based support team - day and night.
You'll receive a rapid response to queries, giving you the peace of mind that your cloud solution is becoming proactively monitored, and issues identified and resolved - in most cases without you noticing.
Providing exceptional support and service has become one of our key differentiators - and one we take very seriously. So much so, we handpick team members to ensure you're supported by people who will go the extra mile to ensure you are happy.
Our Support Difference
- RAPID RESPONSE & HARDWARE REPLACEMENT We respond to queries in 15 mins and if required, we'll replace your hardware within one hour. What's more, we guarantee all of our support promises in our service level agreement+.
- THREE RINGS POLICY Every second counts when it comes to support and we make every effort to resolve issues quickly by ensuring your support call is answered within three-rings - by a technical expert.
- TRUSTED EXPERTISE It makes sense that your first support call is answered by the technical cloud experts themselves, they understand your issue straight away and get to the root of the problem quickly.
- EXTENSION OF YOUR TEAM You're assigned a dedicated 'pod' of specialists to work on your solution, comprising account managers, Linux, Windows and Infrastructure engineers. So you get through to someone who knows your solution - inside and out.
Our Pod System
As a growing UK business, we understand the importance of ensuring we deliver the same exceptional service and support we've become known for. We do this by ensuring the ratio of our support people to our customers stays the same and by structuring our support team in such a way, that we become an extension of your workforce.
The pod system means you have your own dedicated team of experts; they take the time to get to know every detail of your business and solution. Each time you call UKFast support, one of the team will be on hand, so you don't have to explain your situation, solution and business over and over, every time you call.
YOUR UKFAST SUPPORT POD
Your pod consists of dedicated account managers, Linux, Windows and Infrastructure engineers. Our system ensures you always get straight through to your team, saving you loads of time and helping build beneficial relationships for your business.
PROOF OUR APPROACH WORKS
When it comes to support and service, nothing speaks louder than customer satisfaction. With a growing customer base and a commitment to excellence, our customers' satisfaction keeps on growing.
HOW DO WE KNOW?
We use the universal system for measuring customer satisfaction, Net Promoter Score. This measurement is used industry-wide to understand customers' feelings on services and products by asking: 'How likely are you to recommend this company to a friend or colleague?'
UKFast's NPS is current a whopping +80.52, massively dwarfing the industry average and evidence that our customers are some of the happiest in the UK, that's no coincidence.
Priority Support SystemYou'll get direct access to our highly-qualified, UK-based support team 24/7/365 via the Priority Support System (PSS) within MyUKFast.Send, resolve and amend support requests from MyUKFast, enabling you to track, monitor and archive your current and past requests, developed specifically to ensure that you get the fastest resolution to your query or issue, whenever you need it.
Speak to a cloud hosting specialist today
Call 0800 953 0646 or Get in Touch