Rapid Response Support™

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:

Total Tickets:	1382
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.