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24
x 7 Dedicated Technical Support
Because it is ALL about support.
Background
Way back in 1997, the NetNation was founded with the philosophy
that customers always come first. At that time, many Internet
companies focused on automation and scalability to the detriment
of their customers. Today, most of those companies are gone,
while NetNation continues to thrive. Now, most companies claim
they have 24/7 support, award winning customer service, and knowledgeable
representatives. What makes NetNation different is that we have
always been ‘religious’ about our customers right
from day one and we have always offered 24/7 LIVE support. To
us, this is not a flavor of the month, or a fancy new strategy
drawn up in the marketing department - it is who we are. NetNation
commits of 80% of it’s total resources towards supporting
its customers, and it has always been that way.
But like all things in life, NetNation must also change. Over
the years NetNation has grown into a more complex managed hosting
environment. Over time, our experience grew with each new customer
that pushed our capabilities. Now that the majority of our new
customers are managed hosting clients, we needed to re-align
our resources and shift our focus. So, after more than a year
of planning, hiring, and training, and listening to our customers,
we are very proud to announce that NetNation has launched a
brand new Dedicated Support Team.
Drawing off many years of internal experience and outside resources,
NetNation has created a highly trained, customer-focused team
sole purpose is to satisfy our managed dedicated server clients. When designing the Dedicated Support
team we focused on three areas: Training, Processes, and People.
The new department is 100% dedicated to Managed Hosting customers
with 24/7x365 coverage of the phones. Now, you can be 100% sure
that you can talk directly to a certified Level-2/3 support
representative anytime night or day, when you need them most.
Training
All Certified Dedicated Support Professionals are rigorously trained in the unique issues that face our managed hosting, or dedicated server customers. Training is hands
on, so that the representative gains actual experience resolving
critical customer issues, not just text book training.
Processes
Everyone in the technology industry knows that problems do occur.
It is how the problem is dealt with that is most important.
NetNation has carefully analyzed its processes and procedures
to ensure customer satisfaction. We have listened to customer
frustrations and developed procedures to eliminate them. Customer
escalations are dealt with in quick decisive manner with no
room for miscommunication.
People
NetNation has always had a customer-centric orientation, and
we work hard to keep it that way by carefully screening applicants-whether
in billing, customer service, support, or sales- to be kind,
courteous, respectful, and have a genuine interest in helping
solve people’s problems. NetNation awards its support
personnel based on customer satisfaction metrics alone, so there
are no conflicting priorities - the customer is #1.
24 x 7 Live Technical
Support:
Call 1.888.983.6600 for live technical support,
24 hours a day, 7 days a week.
You could also submit a support ticket via the AccountManager
or email support@netnation.com
to have any concerns dealt with quickly, efficiently, and effectively.
Online Help Center:
Find answers to the most common technical and web related questions,
please visit our Online
Help Center.
By email:
Customer Service: cs@netnation.com
Technical Support: support@netnation.com
For other contact information, please see Contact
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