Bobcares pioneered the concept of dedicated support services in 2002, where an engineer works exclusively for a hosting provider, just like a person working in the physical office. In the past 10 years, dedicated services has become one of the most popular services in the industry. Dedicated support services from Bobcares gives hosting owners an unprecedented level of flexibility, while not compromising on quality, competence or security of operations.

Each tech from Bobcares is a true engineering graduate (with a Bachelor in Technology degree), and additional rigorous hosting industry training is given after joining Bobcares. Our training process ensures that the engineer is able to do handle all popular farm architectures in the industry. When a tech is allocated to a team, a further training on the unique systems and procedures of that team is given based on our support experience of that web host. This means, a tech from Bobcares is ready to go live from day one, with zero effort on training from the hosting owner. Furthermore, you can interview and select which engineer should work for you from the pool of candidates we offer for you; just like you would hire an employee for your office.

The market signature of each host is unique, and thus the operations requirements just can't be generalized and put as a package on the shelf. So, a hosting owner can decide how exactly a Bobcares tech should operate. We allow fine grained customization which can include but not limited to, type of tasks (helpdesk, chat, consulting, server adminsitration), method of operation (specific checklists in helpdek, chat, server administration), performance parameters (response time, resolution time, first contact resolution percentage, etc) and administration parameters(shift schedules, team meeting schedules, report details, report schedules, etc). In short, you can use a Bobcares tech as if he is present in your office; with the added advantage that all associated overhead of maintaing an employee at required performance levels will be borne by Bobcares. To provide a 100% white label service to your customers, Bobcares techs can use VPN to connect to your office and then login to customer portals and servers.

Some polls show that one of the major concerns of hosting owners in using outsourced services is the reliability factor. In an industry where hosting experience spreads fast through social media, Bobcares offers undisputed reliability in quality and security of services spanning to more than a decade. Our quality and security processes are certified by International Organization for Standardization, which ensures that you receive the quality we promise, and your intellectual property is 100% secure. The Bobcares brand is well established, and the trust we have earned has given us clients who has been with us for more than 10 years. We constantly innovate on how efficient and reliable our operations can be, and our track record as can be seen in public forums shows that we have always delivered on our promises.

Web hosting industry is dynamic, and the competition environment is ever changing. To be on top of the game, systematic analysis has to be done on webhost performance parameters, and timely changes need to be made. Bobcares believes in rigorous data collection and analysis to constantly check if the webhost is performing as per industry standards. Periodic management review meetings are initiated by Bobcares which will be held between the top executives of both Bobcares and the webhost. In these meetings, the performance parameters of the webhost as a whole and the support department in particular are analyzed. Targets on performance indices in the coming month or quarter is set and a plan to achieve it is decided. The targets are decided based on priority of the webhost, and the general webhosting industry trend on the concerned market segments. With Bobcares, webhosts continually improve their competence, and would always be ready for emerging challenges.

The Dedicated Tech plan allows the greatest flexibility in service configuration by allowing hosting owners to deploy man power in exactly the hours and tasks where an engineer is required. This plan comes with 100% Bobcares Dedicated Services as described above.

This plan is useful for small startups, and those hosts who need to augment their existing inhouse team for 24 hours coverage. For small startups, ideally the management should invest their majority of time in marketing. Using Bobcares, you will be able to give your clients world class customer care, while you focus on getting into new market segments and increasing customer base. For hosts who already have an inhouse staff, 24 hour coverage can be achieved using Bobcares. While the inhouse staff takes care of day time queries, the Bobcares staff makes sure all customers get quality support during night time. Such a configuration also helps hosts to sleep well at night knowing that your customers and servers are in competent hands.

Though the above is a regular usage scenario, you can customize the deployment of your dedicated tech in any way you want on the 20 days per month the engineer is available to you. Discuss your requirements with us, and we can show you how Bobcares can make a difference.

The Dedicated Tech+ plan was created from the Dedicated Tech plan, based on market demand for those hosts who need to make sure that an engineer is present in his company for 8 hours X 7 days a week, instead of 8 hours x 5 days a week. This plan comes with 100% Bobcares benefits.

This plan guarantees that one engineer will be present on all days, regardless of being weekend or holidays. This also takes care of any unplanned emergencies like sickness or family issues. This plan is usually used by hosts who get high number of support queries outside business hours. Such hosts cater to a market segment which is active on week ends as well, and needs to make sure that their clients are not unattended for more than 16 hours.

Though the above is a popular usage scenario, you can customize the deployment of your dedicated tech in any way you want on the 30 days per month. Discuss your requirements with us, and we can show you how Bobcares can make a difference.

The Dedicated Seat plan is the most popular plan we have on Dedicated Tech services. This ensures 24 x 7 coverage of your customer care and servers by Bobcares. All day, every day! This plan enjoys 100% Bobcares dedicated support services benefits as described above.

This plan guarantees that one engineer from Bobcares will be taking care of your customers and servers at any given time of the day. Your customers are never un-attended. Your servers are always under our watchful eyes. All types of web host profiles make use of this plan to ensure world class support for their customers and servers. This plan offers the best value, as Bobcares will be able to nip a problem at the bud, and not allow it to escalate to a major issue affecting all customers. With 24 x 7 monitoring of servers and support channels, the engineer will be notified of an abnormal behavior as soon as it happens, and a service disruption can be prevented before it affects the business of a customer. This plan allows for research and consultation assignments, performance analysis assignments, etc during off peak hours which will help the web host in ensuring continual improvement of the business to be on top of the game.

The dedicated seat plan offers the greatest stability in service, and make sure continual improvement happens in your systems and operations. Discuss your requirements with us, and we can show you how Bobcares can make a difference.

• All major hosting control panels
• All major operating systems
• Virtualization and Cloud Technologies
• Tier III Administration
• All major helpdesk systems

A well established hosting services provider in Africa signed up with Bobcares in 2011 to improve their customer satisfaction ratings, and aid them in their accelerated growth plans for 2012. Shared hosting customers comprised their largest client base, followed by dedicated server owners, and then VPS owners. The growth plan targeted shared hosting customers, as the internet user base were mostly small to medium businesses and organizations.

At the time of signup, skilled and specialized support services were active only during day time, with a skeletal staff presence during night to cater to emergencies. While the lack of night time service was acceptable in the market segment, the pending tickets sent in during off-peak hours were bogging down the inhouse staff, leaving them with no time to cater to company expansion plans.

The Dedicated Tech facility was chosen for this company's requirements as the market segment and competition environment didnt require 24 hours coverage, but the load on the inhouse staff needed to be lifted in day time to allow expansion efforts. The webhost decided to use 5 Dedicated Techs in the day time hours to help the inhouse staff with the pending and new tickets without compromising on quality.

Within one month of Bobcares taking charge of support services, a support requirement profile was identified, and systems & procedures were created to quickly clear off the major issue types reported to support desk. The vast majority of issues were related to email client configuration, and complexities caused by account type changes at the server side. Once the major issue types were identified, and solution process documented, clearing the support queue became very fast with issue resolutions happening within 20 minutes and first contact resolutions jumping from less than 50% in 2011 to 92% in 2012 first quarter. A satisfaction survey showed 10% increase in satisfaction in 2012 first quarter, and the year-on-year signup count showed a jump of approximately 50%.

In this support solution the key was in support requirement profiling, the creation of easily accessible KBs and systematic documentation of solution options. The profiling gave tangible information on what causes customer complaints, allowing the support department to focus their efforts on eliminating the top complaint categories. By the introduction and regular usage of KBs, the only new effort for each ticket was reduced to giving personal attention, and doing issue specific fixes as per the documented procedures.

A very popular web host in South America signed up with Bobcares in 2010 to improve their customer satisfaction ratings by providing the customer base with support on all days and off peak hours. This was in reaction to the changed market conditions where the competition started providing support outside of business hours, and business owners insisting on faster resolutions to issues reported even past business hours.

Their vast majority of customers used VPS and shared servers, while a significant percentage used dedicated servers and co-location. Their customer base covers large businesses as well as small and medium enterprises, and the support desk needed to take care of both Spanish and English queries.

The Dedicated Tech+ plan was chosen to meet this requirement as it guaranteed one tech on all days of the week. While the inhouse staff took care of the day time queries, Bobcares took care of the tickets that came after business hours. Just like the example above, a support requirement profiling was done, and it was identified that the bulk of the queries came about mail issues due to abuse, followed by requests on service upgrades and optimization. Within 2 months, through script deployments and proactive audits, the number of these issues were brought down leaving the support desk to handle more number of issues. Spanish customer support was also entrusted to Bobcares techs, which gave the inhouse staff to assume greater responsibilities in NOC management and operations management. The top management could then fully focus on implementing strategies to obtain more market share. Customer satisfaction increased by more than 10% on year-on-year comparisons. Stability and reputation of servers increased by more than 25%. Growth in customer base was noted in year-on-year comparisons, and most importantly the management team was no longer called off abruptly from family time.

In this support solution the key was again in support requirement profiling, and finding long lasting solutions to the top resource hogging problems. Once the support department had more time to take care of other tasks, the support function could be consolidated into a smaller team (Bobcares alone), and inhouse staff could be used exclusively for market expansion.

With increased customer loyalty and growth in signups, the web host could assume the stance of being a trend setter than merely reacting to industry trends. In 2012, one of the major strategic goals is to retain the lead in support experience in the market.

A fast growing web host in Europe signed up with Bobcares in 2009 to redeem their sagging support statistics due to the problems in scaling up. The market conditions demanded 24 hour support through phone, chat and mail, and since their marketing model relied significantly on referrals, stopping bad reviews in sites was one of the highest priorities.

95% of their customers used shared hosting plans, with the rest using Dedicated servers and VPS. The customer base was largely comprised of small and medium enterprises, and a significant percentage was concerned about uptime, stability and reputation of the servers. The web host offered custom Sitebuilder and marketing solutions, and banked on getting a name for helping new businesses establish strong web presence.

After the requirement analysis, the Dedicated Seat plan was chosen for its ability to give 24 x 7 coverage, and its flexibility to impart continual improvement during off peak hours. A support requirement study showed that the majority of the issues were related to server stability and email/web abuse issues. Once the complaint profile was identified, policies and procedures were quickly enacted to quarantine the few customers who were causing issues to the majority. Farm stability was further improved by designing maintenance processes like statistics, backup, security, monitoring, etc to induce as little load on the server as possible. Capacity management was implemented so that each server would hold only the optimal number of clients based on its resource availability. Security policies were designed to block any attempt at abuse through mail, ftp, control panel or web. Once the farm was stable, issues with scaling up were addressed through implementation of knowledge base to deal with regular non-complaint type queries fast so that support resolution time was less than 40 minutes. Also, with the use of the knowledge base, the first contact resolution percentage was increased to more than 85%. Clients started posting positive reviews about the web host in public forums, and slowly the market started recognizing this web host as a reliable and who gives value for money. The web host started to become proactive on customer requirements rather than being reactive to negative vibes in market.

In this support solution the important game changer was the extra time support staff got to systematically work at the top issues, implement proactive solutions, and build a fast knowledge base. While the day time would keep the techs occupied with customer queries, off peak hours would be invested in improving the systems and procedures, which over the long run resulted in the web host regaining confidence to grow, and expand their market.

With more fine tuning of the support process and doing carefully planned scaling up, the support ticket volume remained low, and the initial team was able to handle the same load since the start time. With the assurance of a well designed support system, the web host is now all set to conquer new market segments and embrace the virtualization wave.