Your dedicated account manager and team of engineers get to know your solution inside out, so we are ready to provide support whenever you need it. With a wealth of knowledge across all solutions and technologies we support, our team is expertly positioned to resolve your support tickets, in line with industry-leading response times.
In this insight, we will explore the 5 stages of our support process:
- Step 1: Ticket raised
- Step 2: Assessment
- Step 3: Resolution
- Step 4: Response
- Step 5: Follow-up
Step 1 – Ticket raised
If there is an issue with your platform or you need to make a request, you can create a ticket in the MyHyve portal, or call the technical support telephone line. MyHyve can be accessed via computer or mobile, so whether you’re at home or on the go, tickets can always be raised.
Tickets are responded to 24/7/365, with the response time determined by the ticket priority level. When creating a ticket, you are able to set the priority level accordingly:
| Priority | Response time | Description |
|---|---|---|
| <20 min | High-urgency critical issues | |
| <1 hr | Medium-urgency critical issues | |
| <24 hrs. | Low-urgency general enquiries |
These response times are guaranteed through our industry-leading SLAs to ensure that our customers are getting the best service possible. This is demonstrated by our Trustpilot reviews, where customers have praised our response times.
Step 2 – Assessment
Once a ticket has been raised, our engineers and your account manager will be notified via the MyHyve portal. Responding in accordance with the priority levels above, they will assess the request.
Our engineers have a broad range of experience, knowledge, and training, and will determine the best course of action, and communicate the plan with you.
Step 3 – Resolution
Once the request has been assessed and the most effective solution identified, our engineers will get straight to work.
When you join Hyve, you will be allocated a team of engineers with the appropriate skills to support your platform. The same team of engineers will work with you from migration, to set up and ongoing support. This means that there isn’t any first line support or need to explain the platform or configuration, as the team already knows the platform inside out.
Our engineers are available 24/7/365, and will always identify and solve the issue or request in the shortest time possible, keeping your platform up and running and error-free at all times.
Step 4 – Response
Once the request has been resolved, your account manager or engineer will notify you, either by ticket, or by phone call if further discussion is required.
The engineer will explain the cause of any issues, and the solution. If necessary, the engineer may suggest optimisations to improve future performance, such as upgrading resources or spreading application load across multiple servers.
Step 5 – Follow-up
We believe in continuous customer service, so ensure you will receive a follow-up on any requests or issues. This will generally be from your dedicated account manager, who will check to ensure you are happy with the resolution, and the support process you experienced.
Once you have confirmed that the ticket has been resolved, it will be closed. Details of all tickets will remain on your MyHyve account for future reference.
Experience our extra-mile support
At Hyve, support is a core part of your hosting solution. With guaranteed response times, direct access to engineers, and a team that knows your platform inside out, you’ll never waste time chasing answers or repeating yourself.
If you’re ready to experience hosting with truly unrivalled support, get in touch with our team today.