SingleHop Enhances Customer Bill of Rights With More Automation
CHICAGO, April 20, 2012 /PRNewswire/ — SingleHop, Inc., a leading dedicated server and cloud hosting provider, today announced the addition of more automated features for its Customer Bill of Rights, a new type of Service Level Agreement (SLA). The company introduced the Customer Bill of Rights program earlier this year by publicly posting its rigid internal timing standards on everything from hardware replacements to server deployment. An in-depth dashboard has been added to the company’s client portal, LEAP3, to allow customers to see real-time performance levels.
“The Bill of Rights already gives customers more transparency into their services than any other SLA. With this new update, we have enhanced that by making it entirely automated and fully integrated in the customer’s existing LEAP account,” said Andy Pace, Chief Operating Officer. “A client may view the dashboard at any time to make sure SingleHop is abiding by their rigid standards. If a goal is missed, the customer simply clicks a button and the process for requesting their SLA credit is complete. It’s all about being easy,” added Pace.
Sample Features of the Customer Bill of Rights:
|
Service |
Guaranteed SLA |
Credit if Missed |
|
First Response to a Support Ticket |
1 Hour |
5% |
|
Updated Ticket Frequency |
2 Hour |
5% |
|
Server Deployment |
1 Hour |
10% |
|
Virtual Machine Deployment |
15 Minutes |
10% |
|
Network and Power Uptime |
100% |
Sliding scale, up to 100% |
