Digiweb Hosting Customer Charter

Quality through support
We believe that web-hosting is a service and so the level of customer service we provide should be as good and consistent as the level of technical service we provide.

We believe that our customers should feel as satisfied when interacting with Digiweb as with the technical quality of our hosting services.

We believe that our products provide value to our customers not only in providing a stable hosting platform but also supporting them in a quick, useful and consistent manner whenever they need it.

Our targets

That every email is answered within the next 4 business hours (9am to 6pm, Mon-Thu, 9am to 5pm Fri).
That we are able to answer 95% of incoming calls within 10 rings, measured weekly.
Continual improvement in quarterly customer satisfaction surveys "happiness measure"

For Customers

Please understand that if you are not the account contact for hosting or a domain name or you cannot give us your support PIN, we cannot help you. We can only help authorised contacts for each account. We're sorry but your security is our first concern in this respect.
We cannot make direct changes to your hosting account or settings over the phone or via email as we cannot authenticate who you are. This includes items such as:
- Adding domain names to hosting
- Create email addresses
- Altering website settings
Instead, we will patiently explain, step by step, how you can perform all common hosting tasks yourself.
We are here to help you with our hosting systems - the systems we directly provide to you. What you run on that platform is something you need to manage. For example, we're responsible for making sure that our webservers are always working and available, but your website or your programs must be managed by you, including configuration problems.
If you need help from a professional web developer or programmer, we can help you to contact one.
In order to help us to help you, the more information you can give us about a problem, the more easily we can assist you.
Please understand that some problems are beyond our ability and responsibility to resolve. For example, if you caught a virus which defaced your website, we are not responsible for cleaning your website and disinfecting your PC. However, we will absolutely help and advise you on how you can perform this yourself.
Web hosting is very complicated under the bonnet! We try to simplify it as much as possible for you, but sometimes there's no substitute for getting your own expert in-house for a bit. If we think this is necessary, we will tell you.

For hosting team members

Your first role is to patiently teach our customers how to use our hosting systems. Your aim is to create a satisfied base of customers who are happy and confident to perform regular hosting tasks themselves.
Your second role is to investigate errors and problems to determine whether they are our responsibility to fix.
- If it is our responsibility: Ensure that a problem is being addressed by either fixing it or escalating it to hosting engineers. Additionally, you must keep the customer updated as to the status of their query.
- If it is not our responsibility: If a problem has occurred and it is the responsibility of the customer to fix it (for example a programming problem for a website) then your task is to patiently explain the nature of the problem as best you can and assist the customer in resolving the problem himself. For example, if you may direct the customer towards a useful web resource or how-to guide.
Your third role is to patiently explain any element of the service to our customer. The customer may not have the information to hand about a particular service but you might. This could include giving an update on a domain application status, explaining how DNS works or why a certain charge appears on a bill.
In all other cases, let common sense dictate the best course of action to you.

When things go wrong

In web-hosting, things will inevitably go wrong from time to time - emails may not send correctly or websites may start to show error messages.

Our philosophy is thus:

Problems are best solved with co-operation between you and your hosting company. We are your friend and partner and want to see problems resolved just as quickly as you do.
Sometimes we must fix the problem and sometimes you must fix the problem - but we will always try to explain any problems as best we can.
If you do not understand why a problem occurs, we will try to be as friendly and as un-patronising as possible. However, please understand that web-hosting is very complicated behind the scenes and if you do not understand the technology, you will sometimes come across things you will not be able to do or fix.
While we can understand the frustration when things go wrong, we ask that all communications are carried out in a patient and professional manner or we may be unable to help you.