Service and Support
At the heart of our company ethos is the provision of a high level of responsiveness and service to our clients often going well above and beyond what would normally be expected. More than half of our clients have been with us for over 8 years which we think speaks volumes. Our ultimate goal is to lavish you with so much attention that we make you feel like you are our only client.
We understand that your business is important to you and sometimes things need to get done yesterday, not in 2 weeks time. We are flexible, friendly and genuinely care about what we do.
Our commitment to service
We offer each client a service level agreement that outlines how support requests are dealt with based on their severity (see the table below for an example SLA - we will work with each client to define an individual SLA that is appropriate). Each client is managed by an account management team, through which all contact is funneled and support managed. In reality, we will often repsond to and resolve support issues more quickly than our SLA states but the SLA illustrates the minimum level of service they can expect from us.
| Response |
High Priority |
Medium Priority |
Low Priority |
| Foresite will begin investigating the issue within: |
20 minutes |
40 minutes |
60 minutes |
| Progress will be reported to the client: |
Every 30 minutes |
Every hour |
As agreed with the Client |
| Maximum target for provision of plan for resolution or circumvention |
4 business hours |
1 business day |
3 business days |
| Provision of “Permanent Resolution” |
ASAP |
ASAP |
ASAP |
What our clients say about our service
“Foresite are always available and ready to provide that extra help that makes the difference. Their standard of service and support is outstanding and they're a great team to work with."
Anne Coquin, Marketing & Communications - E-skills UK
“Foresite always rose to the challenge and delivered a product that exceeded all hopes and expectations. I have contracted with services firms for over two decades and I have yet to meet a firm that I can recommend as highly as Foresite."
Robert Ryan, CEO - Raedel Financial Solutions
"Foresite has a huge amount of technical expertise and a broad range of client experience. Not only do they carry through my ideas onto the website, but they also make a valuable contribution into my development planning. I trust their judgement, enjoy their open style of communication and consider them to be part of my team."
Helen Scarlett, Marketing Communications – SSDA
