Support

 

THE FANATICAL SUPPORT PROMISE

 
 

Our Commitment. Delivered.

Fanatical Support It’s the no excuses, no exceptions, can-do way of thinking that Silverbacks bring to work every day. Your complete satisfaction is our sole ambition. Anything less is unacceptable.

Working hard 24x7x365 to support you is more than our job. It’s who we are. Our driving purpose is to take care of your business, to make sure things go as smoothly as possible. And if for some reason they don’t, you’ll be surprised at the lengths we go to make things right. Any issue you have

Our driving purpose is to make sure things go as smoothly as possible. And if for some reason they don’t, you’ll be surprised at the lengths we go to make things right. Any issue you have is quickly taken care of by your own Support Team, so you’ll never have to worry about it again. Ever.

We cannot promise that things won’t always be perfect. What we can promise is that if something goes wrong we will rise to the occasion, take action, resolve the issue and accept responsibility.

THE ELEMENTS OF FANATICAL SUPPORT

– What You Can Expect from Us Every Day Fanatical Support isn’t just what we do. It’s really what makes us, well, us. It’s our drive to do more than what our Contracts, Service Level Agreements, and guarantees say we will. It’s our need to make a difference every day to you, contractors/suppliers and every client.

RESPONSIVENESS

• Service will be provided by a support team that will be available to you 24x7x365
• We will be accessible to you by phone or ticket at all times
• We will take special care to assist with your urgent requests

OWNERSHIP

• We will take personal responsibility for your service and your home
• We empower our employees to make decisions and take actions on your behalf
• A live escalation contact will be readily available to you at all times
• We will follow through on our commitments to you

RESOURCEFULNESS

• We employ creative and practical solutions for any issues encountered

EXPERTISE 

• We will have subject matter experts available that know how to identify problems and offer solutions
• Our support teams will provide advice to you about your home based on industry expertise

TRANSPARENCY

• We actively listen and provide you with direct and individualized communications
• Our communications and conversations are not scripted, but are personal responses addressing your specific needs
• Our answers to your questions will be straightforward and honest and we will not avoid tough questions.