We are contacting you because we have made some changes to our support system. We have changed our process to give you a better support structure for the future. From today online hosters has implemented a new call centre based in Nottingham, from now on when you contact us you will be greeted by one of our call takers 24 hours a day 7 days a week.
The call takers will take your details and a full detailed description of why you are calling and will then open a ticket. Once the ticket is open the call taker will then assign it to the relevant department and you will be contacted by a member of staff accordingly.
Currently our service level agreements are as follows
High Priority – 15 Minutes (contacted within 15 minutes of the call taker raising the issue)
Medium Priority – 30 Minutes (contacted within 30 minutes of the call taker raising the issue)
Low Priority – 1 Hour (contacted within 60 minutes of the call taker raising the issue)
We believe that customer service and support are one of the most important aspects of online hosters which is why we have gone to great lengths to introduce this new structure. We are continuously trying to meet the needs of our customers to bring them a better and more reliable service, If you have any suggestions about our service to make it better then we would like to hear from you. Our customer service number has changed to 0844 544 7214 and this is displayed on our website.
We would like to thank you for your time and do apologise if this has caused any inconvenience.
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