Code of Ethics
At SupportHost, we believe that our relationship with our customers is the foundation of our success. That’s why every interaction with customers must be positive, respectful, and always focused on their satisfaction.
These are the principles that have guided SupportHost since the very beginning, and everyone who joins the team is expected to embrace these values responsibly.
Courtesy and empathy
Direct and simple communication
Professionalism with humanity
Transparency and honesty
Fundamental principles
Approach to customers
We treat customers like friends
We build a friendly relationship, offering support as we would to a trusted friend. Every interaction must be based on sincerity, empathy, and a genuine willingness to help.
We communicate with courtesy and respect
We are professional, polite, and patient in every exchange, regardless of the customer’s tone or attitude. We remain courteous even when the situation becomes tense.
We offer the best advice for them
Our goal is to guide customers towards the best choice for their needs, even if that means recommending a more economical option. We honestly direct customers towards the most suitable solutions, not the ones that bring us the highest profit.
We explain things in a simple way
Our hosting service is for everyone. When responding to customers, we avoid technical jargon and overly complex terms. We communicate clearly and simply, as if we were explaining things to our grandmother. Even those with no technical background should be able to understand easily.
We are transparent in our solutions
Whenever we solve a problem, we explain the steps we took. We don’t just tell the customer that the issue is resolved; we describe what we did to fix it.
Behaviors to follow
We always remain calm and professional, even in complex situations.
We are sincere and transparent in all communication.
We follow procedures, but with human flexibility.
We consult with each other in complex situations.
We take responsibility when we are at fault.
We ensure fast service without compromising on quality.
Behaviors to avoid
We never show arrogance, impatience, or rudeness.
We do not give advice aimed at our own gain at the expense of the customer’s interests.
We do not create false expectations or make unrealistic promises.
We do not shift blame onto others when the responsibility is ours.
We do not ignore or underestimate customer requests.
We do not act in an unethical or non-transparent way.
Managing complex situations
When situations are tense or complex, it is essential to maintain professionalism and a collaborative attitude. We focus on finding solutions and staying courteous, while preserving the humanity that sets us apart.
If we make a mistake, we admit it without excuses and without blaming systems or other people. We are human, and mistakes can happen. In these cases, we work together as a team to find the best solution. We explain the situation to the customer and make it clear what we will do to prevent it from happening again.
Ethics and Integrity
We follow principles of transparency in every situation. We always recommend the best solution for the customer. We are fully transparent about costs, timelines, and limitations, and we never hide important information. Before acting, we ask ourselves, “How would I like to be treated?”
We avoid unethical behavior, such as lying or withholding information from customers. We put the customer before profit, for example by not recommending more expensive solutions unless they are truly necessary.