Fast Effective Support
From day one Secura Hosting has known that the key to
success in managed hosting is simply offering great service. Producing a
great service however, requires many attributes. Great service begins
with great people and this is where our focus lies. Passion is key and
experience counts, dedication is a necessity. We look for people with
these traits with whom we can develop their technical expertise to
become part of our industry leading Customer Care Team.
Responsive
 Our Rapid Response Support has become well known in the industry for
it's effectiveness. The team structure is a key element in it's success.
We use a modular approach that means that clients can be sure that
whoever deals with their issue will be part of a specialist team with
expert industry knowledge relevant to the issue.
Rapid Response means exactly that. Our clients can be confident that as
soon as a ticket is raised, our Rapid Response team will be working on
resolving the issue and FAST. Here are some figures:
| Average Ticket Response Time: |
36 minutes |
| Tickets Resolved Within 1 Hour: |
1316 |
| Tickets Resolved Within 4 Hours: |
59 |
Statistics for February 2006 show that 95% of our support issues are
resolved within 1 hour.How do we do it?
We don't just employ fanatical staff, we are the only company in the world to use
RapidAssist™.
RapidAssist™ is our own proprietary support software developed just for us and used by only us.
This awesome software employs some closely guarded secrets that empower our employees to stay not just one
step ahead of the competition but leaps and bounds ahead.
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