24/7 SMART SUPPORT DEPENDABLE & RELIABLE

Emnet

24/7 Support
A new Approach


EMNET’s “6-Star” Support Model

We understand that too many hosting companies treat you as an outsider and maybe even an annoyance. Even if they offer 24/7/365 support, what kind of support is it really? To ensure the best support in the industry, we have turned the traditional support model on its head…

In the traditional support model, the customer sometimes feels as though they are the opposing team, or at the bottom, and that they need to fight their way through the front-line to get to higher level support. Some companies won’t even provide access to their higher level employees.

There is a better way

With our customer-centric “6-star” approach, you are in the centre of it all. You have direct access to whomever you need to achieve a quick resolution to any issue that may arise – including billing, provisioning (those who build your servers), network and systems specialists. 

Every customer is assigned to a team, ensuring that we all know you and your business model. Of course, your personal team consists of people who work regular hours, but our 24/7/365 staff know exactly who to call in an emergency.

Our expert staff is on call 24/7/365 via telephone, email, chat and tickets which can be raised via our online support portal at http://support.emnet.co.uk. During normal office hours you should recieve a response to standard queries within 4 hours. Out of hours queries, depending on the severity of the case, will be dealt with the following business day.

Complaints Procedure

EMNET is committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint, we will do everything possible to ensure it is dealt with quickly and fairly.

Not a EMNET customer?

If you are not an EMNET customer and have a complaint relating to any third party (for example relating to the content of a website hosted by a EMNET customer). Our customer support agents will be unable to assist you directly.

Please send details of your issue or query to our abuse team at abuse @ emnet.co.uk

You can raise a complaint via the 'Customer Support' link on our website.

You should expect to receive a response to your query within five working days of us receiving your correspondence.

To raise a complaint do the following:

Step 1:

Browse to our support portal located at http://support.emnet.co.uk/

Step 2:

Click on ‘Tickets’ > ‘Start a Net Ticket’ then chose ‘EMNET Complaints’ from the drop down list . which will open the contact form where you can submit your query or complaint.

Step 3:

In the section of the form marked 'Message Body' please include details of your complaint, to enable us to deal with your complaint more effectively, please provide as much detail as possible, please also include a daytime contact number in your request.

Step 4:

Click the ‘Start Ticket’ button at the bottom of the page to submit your complaint. A Manager will contact you to discuss your complaint within 5 working days.

Complaints Escalation Procedure

If you are unhappy with the response you have recieved via our support portal in relation to a complaint you have submitted using the above procedure, you can escalate your query by submitting an email to management @ emnet.co.uk . This will be directed to our Management Team for review and you will recieve a response from  our Customers Service Team or a Manager within 5 business days.