Service & Support
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MD Web Hosting has been operating for over six years. During that time, we have gained a reputation for quality, reliability and customer service. Our 2008 Customer Service Charter sets benchmarks for service to our business and corporate customers. We are committed to acting honestly and transparently to ensure your needs are met. We value feedback and actively engage our customers to communicate their suggestions and complaints.
Customer Support
- Customer Support Availability and Response
- Customer Phone Queries Answered within 3 minutes
- 1 hour response time for support tickets
- 2 business days for Billing/Cancelation tickets
- New services to be provisioned within 5 business days provided payment requirements have been fulfilled
Customer Notification of Service Maintenance and Outages
We understand the importance of informing customers of all scheduled and unscheduled maintenance or outages that affect MD services. Following are our performance objectives:
- Provide all customers a minimum of 5 business days notice for any scheduled network maintenance that may impact their service
- Update the MyAccount Announcements within 1 hour of any unscheduled maintenance or outage
- Provide immediate notification via customers MyAccount on changes to any MD policies that may affect customer services
Complaint Resolution
At MD Team members are encouraged to handle customer complaints to the best of their ability. We request that all complaints submitted through our support area. In cases where complaints need to be escalated, we have developed a Complaints Resolution Process which can be found in this document. Following are our performance objectives:
- 2 business days response time for all ticket and email complaints
- 5 business days response time for all postal or fax complaints
MD Services
Servers and Networks Performance Objectives:
- Maintain 99.99% service availability across all servers and networks within 12 month timeframe
- Regular review of security policies and practices
MD Complaint Resolution Process
We believe Customer Service is an attitude and not a department
- Team Members
All MD staff are encouraged to handle customer complaints. We believe that the most efficient means of handling customer dissatisfaction is to resolve disputes at the first point of contact.
- Senior Team Members / Team Leaders
In the event that a complaint needs to be escalated, Senior Team Members from each department have the authority and experience to handle complicated disputes. In most cases, complaints are resolved without further need of escalation.
- Customer Service Manager
The Customer Service Manager is the third point of escalation.
