Award-winning service and support
…making a real difference for UKFast customers
Talk to a person, not a machine
When you need support, getting straight through to the right person with the right answers makes all the difference.
Every UKFast customer has access to their own dedicated team of experts who know them and their hosting solution inside out. They’re at the end of a free phone line 24/7/365, and right here in the UK. Just call and they’re straight on to your issue in no time at all.
We live up to our name. UKFast is all about speed: speedy systems, supported by speedy service to ensure that 100% network uptime is guaranteed… so you can get on with business, smoothly and seamlessly.
Our technical experts are an extension of your team, on call with in-person, on-time support round the clock.
UKFast customer support
- Call free 24/7/365
- Get straight through to an expert
- Your own dedicated account manager
- A team of Level 3 technical engineers
- 100% UKFast, 100% UK based
- No delays, no text message responses
- No automated responses
- No remote call centres in different time zones
- No scripted answers
- No premium rate phone calls
Added value, built in
We build added value into all our solutions, with a wide range of support features included as standard with most. We’re great believers that the price you see should be the price you pay, especially when it comes to system-critical elements like your firewall, maintenance and OS patches and automatic 24/7 monitoring.
If your business calls for additional and priority services you always have that option, and you have the flexibility to scale up and down as your needs change too.
Essentials not extras
- DNS management
- Maintenance and OS patching
- 24/7 Ping monitoring
- Annual security audits
- Managed firewall
- McAfee anti-virus
Going above and beyond
Our SLAs cover more, our response times are faster, our security is stronger.
Your solution is only ever housed in our fully owned, ISO-accredited and ultra-secure UK data centres to guarantee 100% data sovereignty. They’re managed by security cleared personnel and we are a trusted supplier to the MoD and Government through the G-Cloud 12 framework.
Guaranteed service levels
- 100% network uptime guaranteed
- 15 mins rapid response time [SLA+]
- 1hr hardware replacement. [SLA+]
- 100% data sovereignty
- Ultra-secure UK data centres
- Government & MoD approved
Dedicated to customer support
Going the extra mile for you is what we’re all about. Whether it’s with personal, bespoke service and support, added value solutions or ensuring the highest levels of security, it’s our extra commitment to our customers and their satisfaction that wins us the highest NPS scores in the industry. The highest by a mile, in fact, averaging 83+ in a sector where 50 is considered good. That’s why customers who come to UKFast, stay with UKFast.