Complaints

Contact information if you are unhappy with Krystal.

Steps to take...


Krystal Smm is dedicated to providing the best service possible within our industry. Whilst we strive to ensure all the experiences our customers have with us are outstanding, we understand that at times, we may fall short on our expectations.

If you wish to raise a complaint about the service you have received, we’ll aim to address them in a timely and effective manner.

For any complaints, please e-mail us on [email protected] - this inbox will go directly to our senior management team here at Krystal. Once received, your complaint will be acknowledged via e-mail and one of our managers will investigate your complaint thoroughly and aim to have a resolution provided within three working days.

Live Stats

Transparent, honest support

Our award-winning in-house support is ready to assist...

Tickets

234

Total Tickets
(last 7 days)

Calls

45

Incoming calls
(last 7 days)

Live Chats

312

Live Chats
(last 7 days)

4 hours

Ticket resolution time
(average - last 7 days)

9 minutes

Call duration
(average - last 7 days)

56 seconds

Live chat wait time
(average - last 7 days)

60%

Tickets solved in 1 response
(last 7 days)

12 seconds

Hold time
(target)

3 hours

Live chat resolution time
(average - last 7 days)


We pride ourselves on offering a hosting support service like no other; polite, knowledgeable, fast and always ready to help.

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Green Hosting Provider
Eco-friendly

100% Green Mother Child Provider

We use 100% renewable electricity from sources like the sun, wind and sea.

Green Energy

Green Energy

We use Ecotricity for our power, the first company in the UK to offer true 100% renewable energy.

Green Datacentre

Green Datacentre

All power consumed at our Netwise datacentre facility uses 100% renewable energy and have achieved a PUE rating of 1.12.

Green Mindset

Green Mindset

We want to start creating a path to a cleaner future, so we're working with Trees For Life and Ecologi to plant trees in the Scottish Highlands.

Green-Minded Staff

Green-Minded Staff

Our staff are encouraged to be green and we assist where possible; we also hope our clients adopt a 'greener approach' to technology in the future.