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.
  

see more

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 and there will not be any overages for this

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 2 hour Server administration with a 3 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 3 hours response, the consultant will get back to you within 3 hours, each time you need help.  

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Phone Support

Bobcares presents USA based Tier 1 Tech support for WebHosts and ISPs. Take advantage of our Global model which enables you to use a combination of Phone support in US and Tech support experts in India to provide a complete and seamless support solution for your customers.

In the Bobcares Phoenix facility, your customers get superior Phone based Tier 1 tech support from American Customer Reps whose first language is English and who are experienced in the kind of regular problems your customers face. The second and third level support is managed by experienced Engineers in Bobcares India center. This model ensures that your customers have a seamless American interface and cost effective Engineering expertise.

Phone support FAQ

Are the phone support staff US citizens?
Yes, they are. They work in the Bobcares Phoenix office. You can test our phone service by calling 602-288-9145.

Will you be offering phone support incoming only or both incoming and outgoing?
Primarily the phone support is incoming. However, the Customer Service Rep may call back if the customer has asked to call back or to give updates to the customer. There is no extra charge for outgoing minutes within the United States. In case outgoing calls have to be made to customers outside the US, extra international phone charges will be applicable.

Will each company you support get a dedicated telephone number?
Yes, once you sign up with us, you get a dedicated phone number which you can advertise as your support number. You get access to the phone records and can see the call lists and call durations as well.

Can I monitor the minutes used ?
You get access to the phone records and the durations. At any time of the month, you can see the minutes used and the call lists.

What happens if I exceeded the phone support limit?
The additional minutes of support that come in will be handled by our support team, with an extra charge of $2.25/min

What happens if I have unused minutes in any current month. Can I carry it over to the next month ?
Unused minutes cannot be carried over to the next month.

We would encourage you to take a plan that is slightly over your current requirement. Besides being cheaper per minute, you can be safe in the knowledge that there are sufficient minutes to take care of your customers needs.

To help you make the decision, you will have access to a call monitoring system which will let you know the used minutes, call durations and the call lists.

Can I upgrade or downgrade my phone plans ?
All plans can be upgraded or downgraded effective from the next billing date. Our billing dates are on the 1st of every month.

I understand Bobcares provides me with a dedicated Support phone line. But I want a toll free number for my customers. Is that possible?
Yes, Bobcares can setup a dedicated phone line number and a Toll free number. There is an extra charge of 5 cents a minute for Toll free number usage. The toll free number will work only within US and Canada.

What happens if I have international customers?
There is no extra charge for incoming calls from international customers. In case outgoing calls have to be made to customers outside the US, extra international phone charges will be applicable.

Can your phone support agents deal with sales or pre-sales calls if I sign up for a phone support plan?
Certainly. Our agents are intimately familiar with the kind of packages and features that are offered by Standard Web Hosts. Yet, No two companies are the same and we expect that agents may take a couple of days to familiarise with the specifics of your company's offerings.

What would your standard phone greeting be?
Our Tier 1 support team's greetings are customized to your company's response. Our Customer Service Rep will know the Company he/she will be taking the call for, before the call is taken. This ensures total transparent support.
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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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