It’s our philosophy to continuously improve the quality of LeaseWeb’s Support Department in order to give our customers a truly elevated support experience.
Our bi-annual customer survey insures we make the right investments for our customer needs, for example, system automation, communications training and certifications.
We strive for complete customer satisfaction. Our team is thoroughly committed to our customers. That is why our support team is mult-lingual, so it can serve LeaseWeb's international client base. Our engineers receive constant training on and off the job, to maintain and upgrade skills for new technologies.
For more complex solutions, we train specialists and have those employees vendor certified on a continuous basis, so they remain abreast of the latest technological innovations available to our customers.
Continuous training, retaining the best staff and constantly striving for excellence ensures LeaseWeb's customers receive superior support in our datacenters including Remote Hands for any problem encountered.
Our Support department never closes. It is available day, night, weekends and holidays. LeaseWeb’s dedicated engineers and support team ensure your servers are always running at the peak of efficiency. Our technicians and network specialists are constantly monitoring our datacenter environment, ready to promptly deal with any server or network issues. Our engineers are there to solve your hardware and network issues, 24 hours a day, seven days a week, 365 days a year to install, configure and troubleshoot your servers and equipment. We take great pride in maintaining our support in-house and not as an outsourced unit in some faraway country. This way our engineers are right there wherever a customer has unforeseen issues with the server or network equipment - in our data center environment.
Service Level Agreements
Your data and the reliability of your server is crucial to your business. To be sure you receive the specific level of support services you desire, please take a look at our Service Level Agreements (SLA). All LeaseWeb servers come with a “Best Efforts" SLA included in the base server price. This mean in the event of a hardware failure, LeaseWeb will replace, without charge for parts and labor, any hardware, which fails during normal server use. However, especially when your web environment is business critical to your company strategy, you may often require enhanced SLA protection for priority support, in the event of a hardware issue. An available LeaseWeb SLA should be part of your hosting infrastructure. With an enhanced SLA you buy yourself the peace of mind that in case of any hardware irregularities your issues will be fixed within a specified amount of time (depending on the SLA).
Enhanced SLAs provide additional priority coverage on holidays, weekends, and nights, so your server always moves to the head of the support queue in the event of any urgent issues. Please review the terms and conditions of our SLA options for more information.