SingleHop, Inc., a leading dedicated server and cloud hosting provider, announced the launch of its Customer Bill of Rights, a new type of Service Level Agreement (SLA). The company created the program by publicly posting its rigid internal timing standards on everything from hardware replacements to server deployment. Strict internal SLAs have always been a part of SingleHop’s infrastructure and are now the foundation of the Customer Bill of Rights, a unique program that offers clear and simple financial benefits to its customers.
“We know that setting the right expectations, and keeping our promises, are two of the major factors that drive customer satisfaction. With the Bill of Rights our customers always know exactly what to expect, how long it will take, and what happens if we under-deliver,” said Dan Ushman, Chief Marketing Officer.
Sample Features of the Customer Bill of Rights:
Service – Their Guarantee – Credit Received
First Response to a Support Ticket – 1 Hour – 5%
Updated Ticket Frequency – 2 Hours – 5%
Server Deployment – 1 Hour – 10%
Virtual Machine Deployment – 15 Minutes – 10%
Network and Power Uptime – 100% – Varies
If a client’s needs are not met within the time frames listed above, the client simply requests a credit to their account with no questions asked. “As a provider of wholesale and retail infrastructure-as-a-service, we deal in extremely time-sensitive situations that can be highly stressful on both our customers and staff. Our customers love knowing that not a single element of our support is outsourced. Every time they call, they’re going to speak to someone on their team,” said Andy Pace, Chief Operating Officer.
One of the features unique to the Bill of Rights is a report card-like functionality that allows SingleHop’s customers to see how well their account is being serviced. The detailed report shows service records as they compare to the company’s strict guidelines. “This is a new type of service level agreement, that’s clear, to the point, and written in English by humans, not lawyers,” added Ushman.
About SingleHop, Inc.
SingleHop is a dedicated server and cloud hosting provider that offers highly scalable, on-demand infrastructure services to both end-users and resellers primarily under monthly contracts. With clients in 114 countries, two Chicago-area data centers, and over 10,000 servers online, SingleHop delivers state-of-the-art hardware, server management customization and Infrastructure-as-a-Service. While combining security and convenience to provide solutions for a wide range of enterprises, SingleHop remains an industry leader in providing customers with automatic server deployment, remote management, and accessibility using a variety of personal devices.
SingleHop was established in 2006 and makes its home in Chicago, IL. In 2011, the company was named #25 on the Inc. 500 list for the fastest-growing companies in America, a significant leap from #58 the previous year.
