Customer First Program

At Affinity, we are committed to providing the best support experience you will ever find, online or offline. Customer First is not just a name or marketing message. It is what we believe. Here are just a few things we do to make each of our customers know that they come first:

The Welcome Call Mission:

Call every new customer within 30 days* of receiving their order to welcome them to Affinity and answer any questions. It is our chance to reach out to all of our new customers to make sure things are going smoothly.

Welcome Kit Mission:

The Affinity Welcome Kit contains useful information customers can refer to in creating, managing and marketing their websites. This reference guide contains step-by-step guides for building a website, some handy hints and tips for content management and creation, tips on marketing the website using search engines, banners, directories, etc., as well as a guide to all of the other great Affinity products that are available to our customers.

Affinity Hosting Operations Center:

Affinity's Hosting Operations Center, opened December 2003, is a state-of-the-art facility designed to monitor Affinity's network operations 24/7/365 to ensure that our customers experience flawless operation of their web presence. Our Operations Center is staffed with a highly-trained team of experienced professionals who have what it takes to make Affinity's network among the most reliable on the Internet.

Priority Escalation Program Mission:

Our goal is to ensure that customer service hold time stays under two minutes and technical support hold times under four minutes and to guarantee quick, one call resolution.

Our customer center queues are monitored 24 hours per day and when we notice that hold times are creeping up, we do something about it. There are two different alert levels, and in each level a larger group of people is called in to answer the phones.