Web Host SingleHop Adds New Automated Features to its Service Level Agreement

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Web hosting provider SingleHop announced on Friday it has added more automated features for its Customer Bill of Rights, which it has been marketing as a “friendlier” service level agreement.

In the past, web hosts have not done a great job in communicating the details of their SLA, and often use technical jargon that can confuse their customers.

SingleHop launched the Customer Bill of Rights to improve its SLA by publically posting its rigid internal timing standards on everything from hardware replacements to server deployment.

SingleHop has added an in-depth dashboard to its client portal LEAP3 to allow customers to see real-time performance levels.

“The Bill of Rights already gives customers more transparency into their services than any other SLA. With this new update, we have enhanced that by making it entirely automated and fully integrated in the customer’s existing LEAP account,” said Andy Pace, chief operating officer at SingleHop. “A client may view the dashboard at any time to make sure SingleHop is abiding by their rigid standards. If a goal is missed, the customer simply clicks a button and the process for requesting their SLA credit is complete. It’s all about being easy.”

Other new features of the Customer Bill of Rights include the first response to a support ticket having 30 minute guaranteed SLA and 5 percent credit if missed, the updated ticket frequency offers a guaranteed SLA of 2 hours and a 5 percent credit if missed, server deployment offers a 1 hour guaranteed SLA and a 10 percent credit if missed, virtual machine deployment offers a 15 minute guaranteed SLA and a 10 percent credit if missed, and network and power uptime offers  a  100 percent guaranteed SLA and a sliding scale of up to 100 percent credit if missed.

The Bill of Rights dashboard also allows customers to see how well SingleHop is servicing their account.

SingleHop also included some of its average figures for these five areas which showed the hosting company was successful in delivering its guaranteed SLA.

First response to a support ticket showed an average time of 17 minutes, updated ticket frequency was 43 minutes, server deployment was 48 minutes, virtual machine deployment was 17 minutes, and network and power uptime was 100 percent.

SingleHop provides dedicated hosting and cloud hosting to both end-users and resellers primarily under monthly contracts. Last month, SingleHop introduced one of the few reseller hosting offerings to include a commercial cloud computing platform.

Talk Back: Do you think you would benefit from adopting this type of service level agreement model? Do you feel like you would bring in more business if you did offer a more friendlier SLA? Let us know in the comments.

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