r
r
r
January 23, 2002 — (WEB HOST INDUSTRY REVIEW) — BT Ignite Content Hosting (ignitecontenthosting.com) today announced a three-tiered suite of customer service initiatives that go
r
beyond standard service level agreements. The new suite, incorporating
r
Platinum, Gold and Bronze Service Management, will provide customers with
r
higher levels of personal service, the company stated.
r
r
Stephen Crisp, VP customer relationships, BT Ignite said, “It is clear from
r
our own customer research that service is a key differentiator in choosing a
r
hosting provider. We are committed to improving industry service standards
r
by providing customers with a superior service that recognises their
r
changing business needs. This moves us beyond SLAs which, whilst important,
r
tend to be rigid with their focus on technical requirements.”
r
r
“We operate a unique and highly complex business and our needs go beyond the
r
standard SLA,” said David Laurie, Chief executive, Brightview, a privately
r
owned company aiming to provide fast access to the Internet, which has been
r
trialing Platinum Service Management. “Having a proactive and dedicated
r
service manager who thoroughly understands both the complexities of our
r
business and the hosting market is essential to the future growth of our
r
company. Our relationship with BT Ignite is so crucial to our business
r
operation that we regard them as our most important strategic partner.”
r
r
The highest tier of the suite, Platinum Management Service, will be provided
r
to customers that require high-end, complex hosting solutions. It comprises
r
of a range of new support services including exclusive access to a dedicated
r
customer service manager who “owns” all service-related issues and who has
r
in-depth understanding of the customer’s business drivers and key components
r
of their platform. Comprehensive monthly service reviews, a customer defined
r
scorecard and a service development plan ensure service is regularly
r
reviewed and tailored to the needs of the customer.
r
r
The middle tier in the suite, Gold Management Service, focuses on high-end
r
bespoke solutions for high-end customers with less complex needs. This
r
service provides consistent support through a dedicated service management
r
team, quarterly service reviews and detailed performance reports against
r
service level agreements which consolidate the quarterly activity against an
r
ongoing review of the management of the customer’s assets. The final tier in
r
the suite, Bronze Service Management, is currently being developed for
r
customers that need less hands-on support.
r
r
Platinum, Gold and Bronze Service Management all feature money back service
r
level guarantees and are backed by 24×7 helpdesk support. From today the
r
Platinum and Gold services will be available to customers in the UK with the
r
Bronze service to be introduced in March 2002.
