The Middleweight combo plan includes USA based Level 1 phone support for Web Hosts, combined with Level 1 and presales chat, second and third level helpdesk support managed by experienced engineers at Bobcares' India center. Along with Voice, Helpdesk and Chat support, this plans also includes our Silver Server Administration service which can be used to handled various Level3 issues(Kernel upgrades, Recovery, Backup, Migration and more).
Take advantage of our Global model which enables you to use a combination of phone support from the US and technical support experts in India, to provide a complete and seamless support solution for your customers.
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 and Perldesk. If you start support with Bobcares and do not have a Helpdesk software in place, Bobcares Engineers can advise and set one up for you for $20.
Is the Helpdesk software setup on my server or Bobcares server?
The Helpdesk software will be setup on your server. This gives you complete control on how your customers receive our service. You will need to provide Tech level access to Bobcares Engineers, so that they can reply to customer queries. Your Helpdesk will also need to be configured so as 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 $5/ticket
I am interested in using your web hosting support services. I would like to have the ability to see all tickets and responses to tickets. Is this standard with your service?
Yes, you will be able to see all the responses. In fact, we encourage you to review our service and from time to time provide feedback. We want you to be 100% satisfied with our service.
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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 Representative 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, additional international call 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 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 avail of a plan that is slightly over your current requirement. Besides being cheaper per minute, you can be safe knowing you have sufficient minutes to take care of your customer's needs.
To help you make decisions, 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 per minute for Toll free number usage.The toll free number will work only in 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, additional 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 familiar with the kind of packages and features that are offered by Standard Web Hosts. Yet, no two companies are the same and the agents might take a couple of days to familiarize 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 Representative will know the Company he/she will be taking the call for, before the call is taken. This ensures totally transparent support.
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Server administration plan FAQ
What is Response time?
Response time is the guaranteed time it takes for the first response from a Bobcares consultant.
For example, if you chose the Platinum administration plan with 1 hour response, the consultant will get back to you within 1 hour, every time you need help.
What is the difference between "White", "Silver", and "Gold" Administration Plans?
The difference is in the response times:
White administration plan - 12 hours response time
Silver administration plan - 6 hours response time
Gold administration plan - 3 hours response time
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Chat support FAQ
What happens if my chat usage exceeds the purchased block?
If you exceed the purchased chat block then you will be charged at overage rate set at the time of sign-up.
What kind of issues will be handled under chat support?
Pre-sales and tier 1 technical support queries will be handled.
What happens if the rep gets a server administration query which is out of their scope?
If the query is out of the team's scope, it will be escalated to the helpdesk team following the customer guidelines.
Can i purchase chat block lesser than 100?
No, chat services are sold in blocks of 100.
How to upgrade chat blocks, If my utilization has gone up?
Simply by sending a query to billing@bobcares.com
What all languages do you provide Chat support in?
Currently we only provide Chat support in English.
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