December 11, 2008 — (WEB HOST INDUSTRY REVIEW) — Web hosting provider FatCow (http://www.fatcow.com/) announced on Tuesday it has “pledged to provide customers with a positive support experience.”
FatCow, which celebrated its 10th anniversary in October, announced last month it expanded its hosting offerings to include unlimited disk space, unlimited monthly bandwidth, as well as introducing the FatCow QuickStart Wizard, a new solution designed to appeal to individuals and small businesses new to web hosting.
The pledge, which the company labels the “HeiferCratic Oath (www.fatcow.com/fatcow/heifercratic.bml),” specifies certain criteria the company intends to meet in providing quality customer support.
This ranges from answering calls in under two minutes, immediately resolving issues or setting stringent deadlines for follow-up, offering phone support based exclusively in North America, and a guarantee that its support staff, which it playfully refers to as the Moo Crew, will be “friendly, courteous and knowledgeable.”
Judging by the press release, the oath appears to be FatCow’s version of a service level agreement, a formally defined contract that guarantees a certain performance level.
“We’re certainly not in the business of saving lives, but we do recognize that our customers depend on us to provide them with quality service and support,” says Paul Bukhovko, FatCow’s marketing manager. “For many customers, their businesses – their livelihoods – are tied to their websites, and we take that responsibility very seriously.”
The oath also stipulates that if customers are not satisfied with their support experience, a customer support employee, or “Moo Crew investigator,” will review potential violations of the oath and award an account credit of one month of hosting service to each customer that has had a negative support contact.
Founded in 1998, FatCow has been providing shared Web hosting solutions for individuals and small to medium sized businesses.
The company is currently offering a new plan, priced at $78 a year, that provides customers with unlimited email accounts, point-and-click site-creation tools, easy-to-install blogs and forums, e-commerce capabilities and search engine advertising credits.
