New improvements to
the quality of service and re-examined areas we can improve on
The business has many new exciting trading areas and
labels, we invite fellow businesses to be apart of this and offer your
expertise. We have equal opportunity employment and are employing staff of all
expertise/religion/impairments
The following changes will be implemented, with a few being
implemented at 1 to 2 a time per day. We will keep you’ all updated on the
release of each with an announcement and a final announcement when all is
implemented
- 15 min response SLA on all support tickets
- Logged customer service phone calls
- Real time fraud screening
- Real time ABN checking.
- We will sign NDA’s if a client requests one
- We will sign timeline/objective plans with
investors/partners
- We will sign individual level of service agreements with
clients who require a different level of service.
- SLA for network has improved to 99.99% and 100% SLA on
some POPS
- P4 2.8GHZ Wholesale servers from $99 AUD in Australia
and USA
- We now have a partnership with Cpanel instant license
activation portal
- External Cpanel licenses from $51.95 AUD/Month
- Real time domain.com.au domains / standard domains
registration
- Web design / web development deposit required for a
fixed project delivery eta.
- $200 per customer referral system
- An online network uptime page
- Wholesale pricing guides
- Whole sale priority support line
- Investors priority support line
- An online customer service centre response times page
- Private branding routing and I.Ps for
resellers/servers/colo/rack space clients
- An online business / operation issues page
- Dedicated server work log for each clients server,
documented admin work for your convenience
- E-commerce business setups in clothing, electronics,
adult clothing, book store, and turnkey businesses. (We have a list of 15
requests for such stores more and more Australians are wanting to work from
home)
- Instant SSL issuing
- Insurance plans, loss of income, sickness, loss of
service, loss of business, loss of uptime we can now offer these paid
insurance services.
- Mandatory reporting of fraud / Network Abuse / Violent
threats / Sexual content hosted on non fit/legal points of hosting performed
by us on behalf of our clients who host/service the public.
- Mirrored hosting for income dependant websites,
surcharge of $5.90/m
- Dedicated server clients receive mirrored site hosting
for the main server website per server they have to prevent complete downtime
failure
- Customer appreciation bonuses
- “if we say it, we do it” Policy
- Backups stored and available for copy onto CD at $5.00
per site
- 3 new websites for residential, business and corporate
areas of operation
- Vouchers/freebies for our partnered professional
services
- 24hr paper work turn around guarantee
- A certificate of entry for our rack space/datacenters
issued upon all rack/colo clients
- An area of service tailored for residential clients
business clients and corporate clients
- An individual direct accounts staff line, National
accounting institute qualified staff member(s)
- An individual direct support staff line, Support
operators right up to network engineers
- An individual direct NOC staff line, this is to be used
by dedicated, commercial and colo clients only who meet approval criteria with
services rendered.
- An individual advice line for clients to get advice on
there business endeavors and online needs.
- An individual direct customer complaints line tailored
and emphasized for a mutual resolution not an argument between client ----
business
- An indirect call back request line, if you require a
call back at the time you’re free.
- An emergency redundant PABX system for technical issues
that arise within in our operations.
- 3 points of monitoring from Brisbane, Perth and New York
on all servers.
- Credit Card / Direct debt authority available
- Wholesale Server Hardware for investors/partners
- A walk in Office situated in Perth and Sydney
- PSTN / 1300 / VOIP services, 20 minute mobile calls for
as low as $2 per 20minutes 10c un-timed local/std locals
- Onsite VOIP Phone installations
- 24,000kbps ADSL2+/ADSL2/ADSL1 services in over 100+
locations
- Fixed line dialup services
- Psybnc / Shell / Eggdrop hosting on our EU POP.
- VPS / Reseller plans with significant data and space
allocations.
- Business clients can now request back ground checks and
financial checks on clients at $2.50 per Background check
- We can now process credit card charges on behalf of our
SOHO & Business clients
- A compensation plan governed by fairness for staff/firm
mistakes
- Business line of credit available
- PDF invoices now available.
- A Client forum
- A Chat service powered by a chat client software
- MSN support provided on an as is basis.
- Debt collection service offered to SOHO businesses &
Business clients
- Legal referrals offered to SOHO businesses & Business
clients
- An anti slander/defamation/breach of privacy and public
damages policy for the customer and the firm.
- Monthly/weekly newsletter
- Monthly minutes of meetings published
- Investor / Partner / support / resellers password
protected forum/area
To ensure the above is achieved we have established an
accounts team, support team, sales team and management team. We will be
responding to all of the outstanding matters and tickets. Our accounts teams are
auditing all invoices over the coming days.
We thank the clients who sent in get well cards for our
Manager and his family as well as all the support given to the business during
such a terrible pool of circumstances, we apologize for the inconvenience to
those who’re unhappy but issues like this are a valuable learning point for
every business. Legal action has commenced against the contractor who dishonored
our clients.
This release will be published and mailed out to all
clients formally shortly along with a care package for you all detailing new
trading labels, staff, services, product description, policies, phone numbers,
walk-in addresses, mail addresses, credit card phone orders phone number, new
service pricing and new customer care focused charter of standards for 2007 to
2010 plan
Best Regards,
Administration Department Secretary.
Uptime Dedi , HostWeb, Peer Dedicated, A-Host Groups.
We welcome constructive feed back in the meantime to
feedback-future@hostweblive.com.au