24x7 end user Helpdesk Support

Our engineers answer all issues your customers may have through Helpdesk Support. -- Everything from helping with email account problems to frontpage issues.

Supported Technologies

Bobcares works on complex issues on servers to reduce downtime, improve performance and help Web Hosts reduce their support costs. The Bobcares team is made up of Computer and Electronics Engineers with years of experience in the Web Hosting industry. The combined expertise of 300+ engineers in Bobcares makes for a formidable talent pool, that can handle just about any technical challenge in Web Hosting.

Control Panel Software

• WHM cPanel
  
• Parallels Plesk Control Panel products
  
• Parallels Helm
  
• Cobalt RAQ
  
• Winpanel
  
• Alabanza
  
• Ensim,
  
• Hsphere
  
• Webmin
  
• DonHost
  
• Directadmin
  
• Servers without control panel.
  

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How it works?

After you sign up with Bobcares, our Support Engineers work on the following Delivery model.


Step1 : Your Customer contacts support
Your Customer can contact your support by sending an email to support@yourcompany.com. This mail reaches the Ticketing system installed in your server, and a copy of the mail is forwarded to the Bobcares Internal System.

Step2 : Response
The Bobcares Engineers attempt to solve every ticket within one hour. If they can not resolve it, they will respond to the customer within that hour. They then work for a resolution.

Step3 : Resolution
Bobcares guarantees a resolution within 6 hours from the time, the mail reaches the Bobcares Internal System.

Step4 : Ensure Transparency
All responses and resolution are made via the helpdesk or ticketing system. If you do not have a ticketing system installed, Bobcares will install and give. Click here to go to helpdesk setup.

Step5 : Quality Level
Bobcares Quality Manager and the team of Quality Analysts check through hundreds of random tickets every month to make sure that all tickets follow our Minimum Quality Standard.

See the delivery model

How to transfer tech support to bobcares?

The Bobcares Implementation process allows us to understand your support systems and Customer Care policies and incorporate it into our services.

The Implementation process begins soon after you sign up with Bobcares.

Read the steps involved in the implementation proccess.

Example Issues

Checkout example issues here

FAQ related to Helpdesk Support

Can you list the Helpdesk software that Bobcares supports?

We provide support for the following Helpdesk software
- Ubersmith, Cereberus, Kayako, Perldesk.
If you start support with Bobcares and do not have a Helpdesk software in place, Bobcares Engineers can advise you and set one up for you for $20.

Is the Helpdesk software setup on my server or Bobcares server?

The help desk software would be setup on your server. This gives you complete control on how your customers are serviced. You will need to provide Tech level access to Bobcares engineers so that they can reply to queries. Your helpdesk will also need to be configured to send us notifications for new and responded issues.

What happens if I cross the ticket count that is allowed for my plan?
The additional tickets that come in will be handled by our support team, with an extra charge of $4.5/ticket

Am interested in using your web hosting support services. We would like the ability to see all tickets and responses to tickets. Is this standard with your service?

Yes you can see all the responses. In fact, we encourage you to review our service and from time to time provide feedback. We would like you to be 100% satisfied with our service.

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Server administration

Added to the package is 1 hour Server administration with a 12 hour response time. Our Server administrators will help with software installs, server upgrades, optimizations, backup or migrations or anything else you may need.

Our Areas Of Expertise

* Kernel upgrades
* Server Recovery Service
* Emergency Backup and Migration Works
* Security updates for server software
* PHP configuration, update and installations with options like GD, Curl etc.
* Correcting problems with critical services (Web Server, Mail Server, SQL, FTP, DNS, Control Panel)
* Apache, Perl module installations
* Software/script installation
* Optimizing Apache Web Server

Common Administration Services

Webserver Related Problems
* All/Any webpage(s) on the server shows internal server error
* Web pages with Specific extensions ( for eg:- *.php ) shows download prompt
* Cgi-bin scripts stops working all of a sudden
* Webpage loads very slowly or timeout
* Secure websites stops working
* SSL warnings while accessing secure websites

Database Problems
* All websites stopped working after database server upgrade
* Database connection problems after php recompilation
* Recurring “Database Connection Limit exceeded” error message on critical websites
* Data from specific tables stops working all of a sudden
* Control panel database stops working ( eg:- Plesk )
* Modification of database variables such as max connections, memory used etc.
* Managing the MySQL connections among various virtual-hosts

Mail Server Problems
* Cannot send and/or receive mail using webmail and/or Outlook Express
* Mails from/to specific mail accounts/mail servers stops working
* Heavy incoming/outgoing spam causes server downtime, and blacklisting of the server IP
* “No User/Account by that name” Error message, even when the specific mail account actually exists.
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What is Response time in Server Administration?

Response time is the guaranteed time it takes for the first response from a Bobcares consultant.
For example, if you chose the administration plan with 12 hours response, the consultant will get back to you within 12 hours, each time you need help. If you need server administration that is immediate or urgent, it is recommended to choose plans with lesser response time.

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24x7 proactive human monitoring

Our 24x7 monitoring team proactively detects and corrects all kinds of server wide issues such as spam, webserver downtime or anything else that can rob your peace of mind and ensure that things are running smoothly even when you are not around.

• 24 hour monitoring of major services
• Any Downtime on servers is detected and reported to the Support team
• Team member diagnoses the issue and corrects it before major downtime occurs

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