Rapid response times are really important to us.

We understand that the performance of our support is just as important as the quality of our services. To that end, we have invested heavily in our in-house development of our Client Control Panel - the central place for reporting and tracking support issues, billing and the technical elements of your service.

Between June and August 2010, we responded to 91% of cases within 10 minutes ^[1], and more than half of all support cases raised had a response time of less than 85 seconds ^[2]. During this time, our clients receive opt-in email and SMS updates as the issue progresses.

If we're experiencing issues affecting more than one customer, we post status updates via our Control Panel. We know that lots of providers do a bad job of posting status updates, so it's our commitment to always post an update within 5 minutes of an issue being noticed. To date, we haven't failed to do this.

Our customers can add as many users as they like to our Control Panel, and easily control permissions to limit access to financial data or other areas. Each user can set their own preferences for email and SMS updates, so you get complete control about how your staff are updated when there's a problem.

For more information about our Control Panel and customer support, please contact us. We'd be happy to discuss it with you and provide a demonstration.