On Customer Care
Our Standards and Service Level Agreement (SLA)
- Our Standards:
- Fair Pricing and billing
- Honesty
- Integrity
- Responsive Service
Developing programs to empower our customers is one of our first customer care priorities. We have a number of customer care programs: - The Customer Contact Form
- The customer contact form is a multipurpose form. We use this form for both sales and service issues. Our reply goal for the customer contact form is one hour or less, 24 hours a day; except on nationally observed holidays, or other periods where you will be notified in advance.
- Toll Free Service - 800-639-6442
- Our toll free sales and support line is available during business hours. While we find the customer contact form is a better tool for answering detailed questions, our toll free line is an essential part of our customer care program.
- Direct Email
- While our staff may periodically be away from their desks, either in the network facility, or working in the lab on servers, etc., but take a great deal of pride in quickly replying to all email questions.
- Chat Clients
- Chat client software are simple programs available free from AOL and others which allow us to chat with you in real time.
- Our staff are never far from their favorite chat clients, so if you have a question or need a quick favor we are generally available by chat nearly every waking moment (... yes, we have been known to sleep occasionally).
- Our favorite is AIM
Quality Service Guarantee
We cannot guarantee web servers servers will appear "up" every minute 24 hours a day. We do not control every mechanism between our servers and your Internet connection. Likewise, there will be occasions when we must install security updates, replace aging hardware, fine tune web servers and conduct periodic maintenance. Our commitment: - We will do every thing we can in the way of automation and maintenance to ensure your web site is viewable 99+% of the time.
- We will notify you of network outages and scheduled maintenance periods as early ahead as possible.
- If you are dissatisfied with the performance of your virtual server account TVCNet will refund your monthly fee.
Billing errors are the top complaint of Internet service customers. Our goal is zero % billing errors. Interested in reviewing our billing, web server and support policies?
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