Help Desk Support
*Statistics based on 68,000 tickets in the month of June 2014.
While a large number of support issues could be resolved by any support technician, the rest always require expert intervention. Such issues can occur anytime, and an external expert may not be available at that time, resulting in significant delays that impact your customers. In contrast, a team of qualified engineers within your help desk support team can pro-actively avoid any such crisis from happening, and even if it happens, can quickly fix the issue with the inside knowledge they have about your servers. Bobcares gives you a team of engineers who can immediately intervene on any support issue regardless of the hour of the day.
Bobcares employs only computer science engineers who are Linux and Windows sever administrators, and know the intricacies of operating systems and networks. This allows our team to resolve critical issues without having to depend on an external expert, delivering on-time support and high availability to your customers
We take total ownership of your help desk, enabling you to focus on growing your customer base. Our commitment is to give you 100% white labeled support, ensure 24/7 availability, and provide quick and thorough assistance to your customers.
Common shared server issues you no longer have to worry about
Control Panel issues
Control panel login issues
Control panel login issues are the most common type of support requests posted by domain owners. It can happen due to client IP blocks, loss of login details, not using the right login URL, or account suspensions. Quick resolution of control panel login issues is possible by using well defined troubleshooting steps, and detailed instructions for the account owner on how to avoid such issues in future.
Disk quota issues
Disk quota issues form a significant percentage of support requests posted by domain owners. The cause of such tickets include users not monitoring disk usage while uploading contents, not clearing old and trashed data, corruption of quota table, etc. Our techs quickly resolve disk quota issues by using handy scripts to locate the top usage contents, and providing detailed step by step instructions to the account owner to resolve, and avoid such issues in future.
Control panel features configuration
Control panel features configuration includes those tickets which requests assistance in using features available in the control panel. For example, user might need assistance in one-touch installation, enabling modules via the control panel, configuring backup, managing databases, cron job configuration, etc. Quick resolutions to control panel features configuration type tickets require identification the top trending requests, creating detailed instructions, and quickly customizing the instructions to meet the customer's requirements.
Backup management issues
Backup management issues include requests from customers to either restore the full account from backup, or partially restore email, databases or site files from backup. Resolution of backup management issues involve following established check lists to locate any errors in the backup restore process, finding the latest available backup data, and restoring the requested data into the account. Further, with the help of detailed email templates techs educate the customers on how to restore the backups themselves using their account.
Email client configuration issues
Email client configuration issues consist of those support requests where customers need assistance in configuring their mail clients. Some of the more common requests are outlook mail configuration, thunderbird mail configuration, iOS mail configuration, Apple mail configuration, etc. To give fast resolutions to Email client configuration issues, our techs rely on a combination of usage of check lists, mail log investigation, and usage of detailed configuration instructions for these mail clients.
Email bounces due to outbound spamming
Email bounces due to outbound spamming is common in shared servers. It is primarily done through a spamming script in a hacked website, or a using a compromised email account. Immediate relief to outbound spamming is to quarantine the offending account, and changing the outgoing mail interface IP to quickly restore mail services. This is followed by throttling rate of outbound mails, and educating the customer on how to keep the account and website safe. Bobcares techs are able to resolve outbound spamming issues quickly by following tested procedures, and employing detailed instruction mail templates useful for the customers.
Configuring email accounts in the control panel
Domain owners often require assistance in configuring their email accounts in the control panel. Common queries include how to configure spam filter, how to configure the atmail/horde/squirrelmail/roundcube webmail interface, how to create email accounts, etc. Bobcares techs are able to give a fast resolution to control panel email account configuration requests by using a combination of check lists and detailed instruction templates that can be customized for each customer.
Website Down Issues
IP blocked in server firewall
Website down issues in a shared hosting server are primarily caused by the customer's IP being blocked in the server firewall. IP listing in server firewall can happen due to repeated login failures, poor reputation of customer's IP, etc. While de-listing the IP is the immediate solution, the permanent solution to IP blocks in the server, is education of the customer on best practices to follow. Bobcares engineers use detailed mail templates which explains what the best practices are in managing a hosting account.
htaccess configuration issues
htaccess configuration issues are another major cause of downtime of websites. Webmasters sometimes make errors in the syntax, would have placed the file in the wrong directory, or would have made an error in naming the file. Bobcares techs are trained in common htaccess configuration issues and follow established procedures to analyze log files, locate the source of the error, and fix the issue in as little as 5 minutes in some cases.
Website suspension issues
In any shared cPanel server, one can find vulnerable web applications in some sites. This leads to a good number of website suspension issues. It usually happens when customers ignore updating their web applications periodically, or losing their account logins to online scams. Resolution to these issues involve quick guidance to patch the web sites, securing the affected accounts, and providing detailed guidance to the customer on how to keep the account and website safe.
PHP settings customization
Shared hosting control panels are designed to support a wide variety of web applications. Some of these web applications require PHP settings customization for proper functioning. Bobcares maintains a comprehensive internal knowledgebase which lists common PHP setting changes that can be implemented in various control panels. Techs then follow tested procedures to quickly do the PHP settings customization, assist the costumer in configuring his web application, and in cases where the control panel supports customer level PHP setting changes, educate the customer on how to change the settings himself.
Wordpress installation and upgrade requests
Wordpress is by far the most popular CMS, and Wordpress installation and upgrade requests are common in a shared hosting server. Common causes for this category of issues are wrong file/folder permissions, hitting resource limits, misconfiguration while installing in add-on domains, etc. Our internal knowledgebase is constantly updated with details of common Wordpress installation and upgrade requests, so that techs can quickly find the cause of an error, fix it, and give detailed instruction to the customers on how to maintain their Wordpress installation.
Wordpress configuration issues
Wordpress configuration issues are another popular source of trouble tickets. They usually happen when site owners try to install poorly coded wordpress plugins, when they misconfigure the plugins, when they install incompatible plugins, when the plugins hit resource limits, or when they try to customize wordpress themes. Quick resolution to these Wordpress configuration issues are achieved through the use of systematic troubleshooting procedures, and detailed best practices suggestions that will help the customer maintain an error free site.
Custom DNS configurations
New accounts frequently get added to a shared server, and these customers sometimes require assistance with custom DNS configurations. Example of tickets posted are, clarifications on name servers details, addition of custom MX, SPF or Domain Key records, addition of wild card DNS records etc. Resolutions to Custom DNS configuration requests require techs to make the change, test the changes, inform the customer on how to verify the changes from his location, and educate the customer on how to make the changes himself in future. Fast resolutions in this case happen through the use of thorough check lists and resolution templates that can be easily accessed.
Domain registration issues
New accounts in a server sometimes involve a change in domain registration details as well. Domain registration issues consist of customers being unaware of domain settings, issues in domain transfer or registration process, issues arising out of not renewing domains on time, etc. Resolution of domain registration issues require hands-on assistance on changing the domain registration settings, and educating the customers on the domain registration system.
In addition to the more common issues covered in the previous sections, cPanel shared servers see a wide variety of support requests as detailed below. Bobcares techs maintain comprehensive internal knowledge base on all these categories of issues, so that root cause identification, and issue resolution can be done in as little time as possible.
- SSL configuration issues
- Database connection and restoration issues
- Web applications configuration issues
- Website hack issues
- Fantastico/Softaculous/Installatron and other third-party software issues
- SSH access issues
- Web statistics issues
- FTP server account and client configuration issues
Shared hosting help desk support plans
Unlimited Help Desk Support Plan - For 24/7 support
$25.00 Setup Fee As low as: $179.00
So, you have established your business, and are now focused on rapid growth. Bobcares can be a perfect partner for your growth phase. While you keep adding new clients and new servers, we can take care of your customers with our commitment to support unlimited tickets per server. With fully white labeled and quick support, your customers will know they have made the right choice in signing up with you.
Sleepwell plan - For night time support
$25.00 Setup Fee
Web hosting is a competitive market, and we know that, irrespective of the time of the day, you feel compelled to take that support call. With Bobcares taking care of your night time support, you no longer have to spend sleepless nights, or miss your kid's school game. Let us know when you want us to step in, and we will keep your customers happy.
Startup plan - For shared hosting startups
$25.00 Setup Fee
We understand the pains of establishing a business. We know all about those un-certainties, trade-offs, and above all, the shoe-string budget that you run on. We want you to grow big, and that is why we have created this plan for you. We give you high quality support at a discounted price, for those critical first 100 customers who forms the foundation of your business.
Reseller plan - For shared hosting resellers
$2.00 /hosting account per month
$25.00 Setup Fee
In reseller web hosting, customers can be attracted by a feature rich control panel, competitive value added services, etc. But it is only through consistent high quality support that customer loyalty can be achieved. Bobcares provides this critical capability in reseller web hosting, so that you can focus on growing your business, and not spend your time fire fighting support issues.