Hostway News & Events

Customer Announcement:

Hostway Bulgaria now handling 1st and 2nd line Technical Support

For all our valued shared hosting and domain name customers, we wanted to let you know about an important change to how we are now handling 1st & 2nd line Technical Support.

As you may or may not have noticed in the last month, we have begun to use Hostway Corporation's highly experienced, long-standing Hosting Technical Support team based in Sofia, Bulgaria to field the initial contact from customers calling or emailing for UK technical support. 

Whilst it is perhaps a natural fear these days to assume that this will result in a drop in service quality, we wanted to reassure you the team in Bulgaria are already well accustomed to delivering an excellent service to our US customers for the last 2 years, and have been doing international technical support of one form or another for over 7 years.

This means they have the experience and know-how to get the job done for not only you, our UK customers, but of course for other english speaking Hostway franchises around the world. In this way, the arrangement differs from other such attempts at outsourcing customer support, as the Bulgaria team are wholly focused on delivering high quality customer services only  to Hostway Corporation customers.

In the short term we acknowledge there have been one or two areas where the support processes has needed to be optimized, and we will continue to address these issues as they arise, with the help of the Support Manager in Sofia, Mr George Kaloyanov. Furthermore we are building stronger ties with the Sofia office to ensure that the high quality of Technical Support people have come to expect from Hostway continues, and indeed improves further.

This may take a little time, so do please bear with us, and where you have not received a sufficient response to your technical support query, please do remember you can always email us at Customer Services (customerservice@hostway.co.uk) where we will address your problem directly.

Thank you for your patience and loyalty as we continue to work to improve the quality of service we offer you.

Sincerely,

Neil Barton, Director
Hostway UK Ltd
27.03.09