Award-Winning Customer Support
We're passionate about customer service and support. We know you need a strong team behind you in a crisis, delivering straight-forward intuitive support. We understand how important it is for you to be able to speak to someone immediately, that's why we promise that our highly-qualified engineers answer your call within three rings 24/7/365. As a result 96% of our customers rate their satisfaction as good or very good.
From day one, our focus has been to deliver the highest standard of hosting solutions alongside customer service excellence. For this reason we don't use premium rate numbers, automated telephone systems or overseas call centres. Our UK-based support team is available 24/7/365 via a freephone number, backed by our 'three rings and you're in' policy. And with no scripted answers or automated messages we ensure you that get the tailored support that you need - hassle free.
Management & Monitoring
Alongside direct access to our highly-qualified engineers, your support package also includes change management and server monitoring.
And, unlike other hosting companies, we do not charge more for these services. Not only that, but your expertly-trained dedicated account manager is also on hand to ensure that your solution is always running at its optimum performance.
Knowing what our customers think about us is hugely important to us to ensure we're always exceeding expectations.
Here at UKFast, we use Net Promoter Score (NPS) so we can see how happy our clients are with our performance. We're incredibly proud of our industry-leading - and award winning - 24/7/365 customer service and believe our NPS score reflects this passion.
"UKFast were amazing throughout. The team always want to work with us; they see our problems as their problems and we honestly don't know where we would be without them."Dan Cluderay
Our Support Difference
- 24/7 support
- No call centres
- Free phone number
- '3 rings and in' policy
- Windows & Linux experts
- UK-based support
- 15 mins rapid response time
- 100% network uptime
- 1hr hardware replacement.
Security as Standard
- Managed Cisco firewall protection
- Server maintenance and patch updates as standard
- McAfee anti-virus protection
- Annual security audits
- DDOS protection.
- 25% of company resources invested R&D
- 70% of our team are customer facing
- 100% of our team are UK based
- 100% of our support team are Level 3 Engineers
- 70% of Linux engineers RHCE Qualified
- Dedicated Account Manager for every server customer.
Research & Development
UKFast’s dedicated research and development team create the lightning fast IT which enables our whole business to keep going faster. Our fully integrated, completely bespoke systems and automation give us the freedom to improve without reliance on third party solutions. MyUKFast is just one of these creations, a solution for customers which provides visibility, speed, and control to our customers.
MyUKFast Client Area
MyUKFast, your unique client portal, gives you total control of your UKFast servers. From MyUKFast you can monitor and manage each element of your solution to maximise its efficiency and performance.
- Monitor and manage your UKFast solutions online
- Send and track support requests in real-time
- Make changes to your DNS settings
- Register and transfer domain names
- Secure your account with access controls
- Manage your account and payment information
- Manage your firewall rules
- Access our knowledge hub for training and videos