Customer Promise

Quality service

• No.1: We will make it easy for you to contact us when you need to
• No.2: We will provide you with effective and friendly customer service
• No.3: We will always help you to choose the right solution for your business requirement
• No.4: We will provide you with timely access to your solution
• No.5: We will respect and protect your privacy and personal data

Working with you to improve your experience

• No.6: We will listen to your feedback and use it to assess and improve the service that we offer
• No.7: We will listen to your concerns and work with you to resolve any complaints in a timely manner

Our social and corporate responsibility

• No.8: We will continue to work in a way that minimises our impact on the environment
• No.9: We will take an active role in our community and provide additional support to non-commercial organisations

No.1: "We will make it easy for you to contact us when you need to"

When you call us:

• You won't waste time navigating through a frustrating automated menu system: one selection and you'll be through to speak with a real person in the department of your choice
• It is our aim for you to be able to speak with one of our team within 30 seconds during standard support hours
• Our personal level of service means that if you want to talk with the same person that you spoke with previously, you can. If they are unavailable, you will be able to leave a message for them to contact you
• You won't pay for telephone support, which is provided free of charge from a UK landline via our toll free number. If you call from a mobile telephone, we have an alternative local rate number that you can use instead

When you contact our support team online:

• We aim to answer your email within one hour during standard support hours
• Email support is provided free of charge, and we do not limit the number of requests that you can make. The only condition that we attach is that your query falls within our area of support responsibility and expertise. For example, we are not a web development company, so we cannot assist with web design and coding

No.2: "We will provide you with friendly and effective customer service"

• Whenever you contact us, you will deal with people that have the time and experience to help with your specific query
• Our staff members take responsibility for individual support cases and are accountable for resolving them effectively. You will be able to track our activity and progress via our online support system

No.3: "We will always help you to choose the right solution for your business requirement"

• We will help you to choose the right service for your unique situation by working with you to understand your business and your specific requirements
• If we don't think that our solutions are right for you, we will tell you and explain the reasons why

No.4: "We will provide you with timely access to your solution"

We understand that in the online world, your customers want "everything yesterday" and will work hard to minimise the setup time for your chosen service. This will vary according to the complexity of your solution, but we will agree a time frame with you and notify you accordingly if we anticipate any delay in meeting this schedule:

• Web hosting accounts: we aim to provide access to your hosting account on the same day for orders before 3pm Monday-Friday
• Dedicated servers: for in-stock systems, we aim to provide access to your server within one working day of your order

No.5: "We will respect and protect your privacy and personal data"

• We treat all personal data in compliance with the policies and procedures set out by the UK Data Protection Organisation. Our registration number is Z7329046
• You can read more about the way in which we treat your personal data in our Privacy Policy statement
• We maintain a secure network and servers to safeguard your data against malicious activity statement

No.6: "We will listen to your feedback and use it to improve the service that we offer"

• We set targets against the main aspects of our service performance, which we review on a regular basis to help us with our goal of achieving continual improvement

• We use surveys and invite regular feedback from our customers to help us find out where we're successfully meeting our targets, and where we need to improve. Examples include:
  • Assessing your initial experience of our company, customer service and solutions
  • Finding out how we reacted to and resolved a service fault or complication
  • Gaining your assessment of our performance on the delivery of a large scale project

• There's no substitute for a real conversation, so from time to time we like to call or even visit our customers with the simple aim of listening to your opinions on how we're performing, and where we can improve.

No.7: "We will listen to your concerns and work with you to resolve any complaints in a timely manner"

• Despite our best efforts, sometimes things go wrong. If this happens, we want you to be confident in the knowledge that you can easily make contact with people that will listen to your complaint and have the authority to resolve it for you. By working with you to address your complaint quickly, we hope to demonstrate our commitment to providing the best standard of customer support and service that we can
• If you're not happy with the service that you have received, it is important that we know. You can tell us about your complaint online, by telephone, or by letter
• All complaints are referred for the personal attention of senior management
• We will investigate and aim to resolve any complaint within three days of it being reported. If a complaint is complex and we need more time to investigate, we will let you know and agree a time frame with you for resolution
• If you would like to let us know that we have done something well, we'd love to know! You can leave your feedback on our testimonials page, or contact any member of our team

No.8: "We will continue to work in a way that minimises our impact on the environment"

We are committed to running an environmentally friendly business. The steps that we have taken are outlined in our environmental policy below:

• We comply with all applicable laws, regulations and statutory obligations relating to environmental issues
• We reduce operational energy consumption for our customers by investing in power efficient web servers
• We recycle retired datacentre and office hardware in accordance with Waste Electrical and Electronic Equipment (WEEE) directives
• We ensure all lights, heating, screens and office equipment are powered down out of office hours
• Where possible, written communication and invoicing is carried out via email - we only send hard copies by request
• We recycle our waste paper, cardboard and ink cartridges

No.9: "We will take an active role in our community and provide additional support to non-commercial organisations"

• We offer discounted services to registered charities, not-for-profit organisations and educational service providers
• Our staff have chosen to support the Children's Adventure Farm Trust. We help this fantastic charity by volunteering our time to help maintain their beautiful farm buildings and facilities

Thank you for reading our Customer Promise

If you have any questions or comments, you can contact us in a number of ways:

• By telephone: 0808 222 2221 (free from a UK landline) or 01260 241 219 from a mobile telephone
• Online via our contact form
• Via email: customerservice@1steasy.com