Support & Complaints Procedure

Our goal

Havenswift Hosting aims for complete customer satisfaction, and the company was founded expressly to exceed the support levels provided by other hosting companies.

Normal day to day questions and support issues should be raised with our support team by logging a support ticket. We aim to respond within an hour and to have a resolution within one working day, although more complex issues, and those involving third parties, can sometimes take longer.

Getting a faster resolution

Tickets are answered by the people who administer the servers, so technical detail is useful rather than unwelcome. The things that most often speed up a resolution are:

The exact URL where the problem occurs, rather than a description of the page
The exact error message, copied and pasted or screenshotted in full
When it started, and what changed around that time, including any update or new plugin
Whether it affects everyone or only you, and whether it happens on more than one device or network
Any steps you have already taken, so we do not repeat them

If a site is down or a shop cannot take orders, say so in the subject line. That gets it seen faster.

If something has gone wrong

If you feel you have not received the level of service you expect, or you have a specific complaint, we operate a two stage complaints procedure.

Stage 1

Log a new support ticket with the Complaints department rather than the normal Support department. This queue is seen only by the support managers for each department. Please reference the original support ticket and set out the nature of your complaint.

Once a complaint has been submitted, we will:

Try to deal with the complaint on the spot where it is straightforward and easily resolved. We will also investigate what led to the complaint, to see whether there is anything we can do to prevent a similar problem arising again.
For more complex complaints, carry out a thorough investigation. Where we have made a mistake we will try to put it right, and we will tell you what conclusion we have drawn and how it will be used to improve our service.
Where we need to seek further information, tell you when a response can be expected if the complaint cannot be addressed within the original timescale.
Where the complaint concerns something outside our control, advise you how the issue can best be taken up and with whom, if we are able to.

Stage 2

If you are unhappy with the response received at stage one, you can refer your complaint to the next stage. To ensure it is handled at stage two, please clearly mark it as a “Stage Two Complaint”.

The CEO will then personally investigate your complaint and aim to give you a response within 20 working days.

What we ask in return

Our staff will always be courteous, and we ask the same of customers. Beyond that, the only thing we ask is that you raise problems while they are still problems rather than after they have become grievances. Most of what reaches stage one could have been resolved on the original ticket had we known it was unsatisfactory.

Details of our service commitments are set out in our service level agreement, and the terms governing your account are in our terms of service.