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Network Operations

Customers Come First at NeoSpire

NeoSpire values the trust our customers endow on us to ensure maximum uptime for the hosting environment. The goal of NeoSpire is to lighten the day-to-day load carried by a company’s IT team so the company focus can reside on core competencies.

S.T.A.R. Support

Service That Always Responds – NeoSpire developed STAR Support to serve as the foundation of our advanced service model. STAR Support provides customers with 24/7 real-time resolution parameters and a proactive information exchange. The STAR support model works throughout all of the service offerings that make up the NeoSpire Advantage.

STAR is not a trouble ticket system. Rather, it is an internal guideline that coordinates customer expectations and problem resolution. All issues are assigned to a category, which dictates the timeline for addressing the problem and communicating with the customer. By assigning these categories, STAR ensures that all issues will be addressed in the appropriate time frame and that customers are constantly updated on the situation until the problem or issue has been resolved.

Customer Advocacy

NeoSpire believes every managed hosting provider should have a customer advocacy model to guarantee 100% customer satisfaction. NeoSpire’s customer advocates are dedicated, educated, trained in customer advocacy and sit on the side of customer. The NeoSpire customer advocacy model entails a proven process for resolving issues in a proactive rather than reactive manner. Most importantly, NeoSpire Customer Advocates possess exceptional communication and follow-up skills with the ability to correspond pre- and post- issue resolution.

Continuing NeoSpire’s mission to provide exceptional customer-centric service, which exceeds our customers’ expectations, a Customer Advocate is available to each customer.

Unique to NeoSpire, a team of dedicated customer advocates is available to provide customers with superior customer-centric support. The Customer Advocate’s primary focus is to maintain contact with the NeoSpire customer from the beginning of the server set-up process all the way to completion. The Customer Advocate works closely with the sales team to ensure any issues brought to light are resolved in a timely manner.

The Customer Advocate is an experienced NeoSpire implementation manager, and is the customer’s single point of contact for all fulfillment-related business. The NeoSpire representative acts in an overall project management role throughout the duration of the implementation process. The Customer Advocate will monitor the progress of implementation, perform quality assurance evaluations and coordinate involvement of technical resources as necessary.

NeoSpire Customer Advocacy Model

• People… NeoSpire Customer Advocates are dedicated, educated and trained in customer-centric service and sit on the side of the customer.
• Process… NeoSpire’s proven customer advocacy process for resolving issues ensures that issues are handled in a proactive, not reactive, manner.
• Communication…NeoSpire Customer Advocates have exceptional follow-up skills and ability to communicate pre and post issue resolution.

The NeoSpire Team

• Account Executive:
  The account representative will ensure proactive, continuous and timely completion of the sales process. All NeoSpire Account Executives complete a rigorous training program to ensure up-to-date comprehension of hosting platforms to better understand client needs.
• Sales Engineer:
  NeoSpire’s Sales Engineers work directly with clients and the Account Executive to customize a solution to successfully accomplish the goals of the hosting environment. The Sales Engineers can thoroughly discuss all hosting environment options to offer expert guidance is preparing a custom solution.
• Customer Advocate:
  As a client is transitioned from the sales process to the build sequence, the direct contact at NeoSpire is the team's Customer Advocate. The Customer Advocate works with the customer support engineers, system administrators and network operations staff to ensure on-time deployment of servers.
• Customer Support Engineer:
  Certified, expert technicians will monitor customer platforms 24/7/365. NeoSpire’s CSE team is highly trained with current technologies and maintains several specializations.
• Network Administrator:
  Highly skilled and proactive, NeoSpire Network Administrators concentrate on the overall health of the network, server deployment, security, ensuring network connectivity throughout a company's LAN/WAN infrastructure and all other technical considerations at the network level of an organization's technical hierarchy.