Web hosting provider Liquid Web announced on Thursday it has recently updated its service level agreement to include 59 second response times to its telephone and livechat support.

While quality customer support and SLA’s have long been a part of a web host’s marketing strategy, it rarely seems to be a selling point, especially when many customers are more concerned about price and resources.

This is partly due to the way the SLA’s are written, as they are often clouded in confusing technical jargon or contain ambiguous objectives.

Having an SLA that contains specific goals, defined by concrete numbers, can easily differentiate a web host’s customer service model from the competition and bring in new business.

Earlier this year, SingleHop also significantly improved the standards of its SLA by setting new objectives and key goals, and promises to credit a customer’s account if it fails to meet these goals. A few months later, SingleHop added more automated features to its SLA.

Part of its “Heroic Promise” customer service program, Liquid Web’s SLA already offers 30 minute help desk and hardware replacement guarantees in addition to price lock-in and 100 percent uptime with 1,000 percent compensation of time credited for surpassing the SLA commitment.

In an email interview with Cale Sauter, Liquid Web public relations executive said that the decision to offer a 59-second guaranteed response time was something Liquid Web had “been considering for some time”.

Based on talks with its support technicians and some informal research into its ticketing archive, Liquid Web realized that the most customers were requesting “more reliable livechat support system as well as little to no time spent on hold or having to go through any type of ‘phone tree.’”

“We take great pride in offering a level of support that goes above and beyond anything our customers have ever experienced,” said Liquid Web founder and CEO Matthew Hill. “Our recent support stats have been eye opening in a very positive way and that allowed us a level of comfort in offering our users something we’d never seen anywhere else.”

The hosting provider will continue to investigate support stats and user suggestions in order to continue to improve upon its “Heroic Promise” as the company grows.

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