We have a STRONG reputation with our customers to provide amazing 24/7/365 support. Our commitment to providing customers with reliable service shows our confidence in a Heroes Promise and begins the moment you place your order.
Our Service Level Agreement guarantees everything from response times and hardware replacement to compensation from downtime. Our 30 minute initial response and 24hr* equipment replacement guarantees are some of the quickest available. Our customers are attracted to our 500% compensation in our 100% uptime guarantee. That means if you experience downtime, we will credit you at 5x the amount of time you were down towards your monthly service.
Our Heros Initial Response Times
Initial HelpDesk tickets are responded to within 60 minutes. If we miss our target, we’ll credit you 5x the amount we missed it by**.
Initial LiveChat messages are responded to within 60 seconds. If we miss our target, we’ll credit you 5x the amount we missed it by.
We will answer your call within 60 seconds. If we miss our target, we’ll credit you 5x the amount we missed it by.
All major devices within our network are reachable 100% of the time, or we’ll credit you 5x the downtime.
If your equipment fails at anytime we will replace it with in 24 hours or we’ll credit you 5x the amount of time we missed it by.***
If you are not satisfied at anytime, let us make it right. Our success is with our customers satisfaction. Our team will work to resolve any issue with your service our account to ensure your experience is always positive.