5. We deliver on our promises.

We’ve already talked about our power and network SLAs. But there’s more to a hosting service than just numbers. We put a great emphasis on our support promises:

• During office hours (8am – 6pm), support telephone calls will be answered immediately by a second line support technician. Your call will not be put in a queue. Outside of these hours your call is routed to the on-call technician.
• We promise to respond to emergency tickets within 15 minutes during office hours, and within 1 hour outside office hours. We define ‘respond’ as replying to your ticket with a solution or an action plan of how the issue will be resolved, and not simply acknowledging your ticket.
• If there’s any doubt as to which component in your server is failing, we’ll happily transplant your data to a completely new server. Our priority is to get you back up-and-running. That’s why we keep not only spare parts, but also complete spare servers. We do not rely on manufacturer warranties to provide our hardware guarantee.
• If we screw up (and everyone does sometimes), we’ll tell you what happened.  Without spin or lies.

Our full set of service promises can be found in our UltraSupport™ Charter.