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Bobcares introduces the concept of having an extended office for your technical support operations. An offshore team of specialized engineers that work, either independently or with other in-house teams you may have.


For 40 hours a week (160 hours a month), a qualified and experienced engineer (Tech) takes care of your technical support operations. The services provided by this Tech include: helpdesk/email support, live chat support, periodic server management, periodic and proactive server maintenance; and anything else that it takes to run your technical support operation smoothly. You can continue to add more engineers and build a team that works solely for you.


When you contract this "dedicated" Tech/team, Bobcares invests for you in staff, training, technical and physical infrastructure. This dedicated team will be an “extended” team that is trained in your line of business and processes, and can supplement other teams you may already have. Our flexible timings allow you to ensure your customers get the help they need, anytime of the day or night.


To truly understand the advantages of our dedicated support team over our other support channels, check out the table below.



Services Provided
Shared Technical
Support Team
Semi Dedicated Technical Support Team
Dedicated Technical Support Team
Attention for support
Shared
Divided
Exclusive
No. of Clients
≤50
≤5
1
No. of Tickets handled
≤ 800
800 - 1000
Unlimited
No. of Servers covered
≤10
10 - 25
Unlimited
Response / Resolution time
1 hr / 6 hrs
1 hr / 6 hrs
15 min / 4 hrs
HelpDesk support
Pre-sales (Helpdesk)
Medium of communication with team members
Through team manager(e-mail)
Through team manager(e-mail)
Direct(chat,e-mail
& phone)
7 day free trial
Video conferencing
Weekly
Daily
Specialised Training
Pre-sales (Live chat)
Live chat support (end user)
Personalized responses

*The feature mentioned is available for the Semi-Dedicated team. However, all such tasks will have to be scheduled for the weekend or for periods of low work load(tickets).

What does a Dedicated Tech/team give you ?


  • An effective and established offshore team which works like an “extension” to your own teams.
  • We provide only qualified engineers (with a bachelor's degree in engineering).
  • Hardware and software infrastructure dedicated to your team, with high-speed redundant bandwidth and power.
  • You can interview and select the engineers for your team.
  • Team management is the responsibility of Bobcares.
  • You can setup your team for 24x7 Operations.
  • Intellectual Property protection mechanism. (Our Information security is certified as per ISO 27001)

Benefits seen by customers of our dedicated support plan:


  • Pro-active server management leads to more stable servers(higher uptime)
  • Reduction in number of support queries.
  • We build an inhouse knowledge base of common issues, which helps reduce resolution times.
  • They may have hired only one tech, but that tech can draw from the vast pool of knowledge and experience, of all of Bobcares' engineers.

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