The UKFast POD System

We are committed to providing the best possible service experience, everytime you speak to us. That's why we created the POD System.

From day one, your UKFast hosting solution is fully managed by your assigned, dedicated support POD of specialists. This support POD is built up of our very best engineers and account managers who are all specialists in their fields and qualified to address your requirements.

Critically, the POD System ensures that you are supported by a team equipped to provide the best possible experience with UKFast, regardless of when you call or the support you require.

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Our innovative POD System ensures your call is always answered by the right person, within three rings, with no automated messaging.

UKFast POD System

As the number of customers increase, the amount of support PODs increase.

How it works

Each POD is run like a small business. This way, rather than 5000 customers coming in to a huge support environment, we designed and built our own intuitive telephone system that tracks behaviour to calculate who you need to speak to when an issue arises.

Our customer support team is divided into PODs with numbers ranging between 75 and 400 customers per POD, depending on technical requirements and size of the individual business.

Each POD handles a finite number of clients and we cap on how much money it can generate. If it generates too much money and becomes too profitable, we move the customers on to new PODs ensuring everyone gets the very best in service because our teams are never over-stretched.

The UKFast POD System gives you direct access to our level-3 qualified technical engineers 24/7/365.

Always providing exceptional customer support

To ensure every one of our PODs consistently provides exceptional customer support, we measure customer satisfaction levels more than 50 times a day using the Net Promoter Score (NPS) rating system. The NPS is a popular measurement of satisfaction that, when properly implemented, drives outstanding customer service.

We ask every person who talks to us about our service to rate us from zero to ten according the NPS gauge, in which zero suggests they will definitely not recommend a company and ten suggests they definitely will.

We are proud to publish our NPS, and use the insight it provides to influence the customer service we provide. You can see a live, accurate NPS on our website and feel assured that our service is typically rated nine times higher than the IT industry average.

UKFast NPS

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The NPS survey consists of one simple question:

"How likely is it that you would recommend our company/product/service to a friend or colleague?"

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Why UKFast?

Uptime

Industry-leading SLA’s with 100% network uptime guarantee

Support

24/7/365 support from your dedicated pod of account managers and technical engineers

Certified

UK-based ISO-certified data centres and PCI

Control

Total control, from managing your solution to billing and support

Unique

Bespoke cloud architecture designed by solution architects

3 Rings

Speak to an expert engineer within three rings

To describe UKFast as good would be a huge underestimation.

The support we get is exceptional.
Dayo Taiwo, Co-Founder

An Award-Winning Company

At UKFast we are proud to be a leading UK web hosting providers and a truly award-winning company, receiving recognition for our innovative technology, company culture, our workplace, our commitment to education and the speed of our growth from two founders to a 400-strong team.

Find out more about the incredible awards we’ve received

UK Data Centres

We've invested £22m in our UK-based wholly-owned, government-approved data centres, to ensure the highest levels of service, security and performance. Our team is dedicated to delivering the very best service for our clients, using the latest innovative technologies.

Take a Data Centre Tour

Certifications and Industry Compliance

Your solution is only ever housed in our government and ISO-certified, ultra-secure data centres managed by security cleared personnel. And as an exclusively UK-based company, hosting with UKFast offers guaranteed data sovereignty. UKFast is a government approved supplier through the G-Cloud 12 framework.