1
Do we need to handle Pre-Sales queries? If yes, please include information about your Hosting packages. for eg. links to your website etc
Yes
2
What should we do when a billing query comes in?
3
Do you handle Domain Registration? If so, what's the URL for Ordering, Updating nameservers, etc?
Yes
4
Would you prefer if we reset the password for your clients on their request? If so, please list the steps for checking authenticity of the caller. If you want us to verify credit card details, or valid email addresses, do you have a billing system we can compare with?
Yes
5
What should we do when a query about upgrading package comes in? Should this be passed on to billing/sales? Do you have email for sales/billing? (For our internal system.) If we find an account to be suspended due to billing related issues, how should we handle that?
6
What should we do when a query comes in asking us to add a database, when his plan doesn't support it? Should we ask him to upgrade to new package or should we enable the database and then send an email request to the billing address to charge him for the extra database?
7
What Control Panels and OS are you running on your servers?
8
Do you provide any third party software to your customers? (ie: sitebuilders, miva merchant, fantastico, etc.)
9
If we find that the server is down and we get calls about it: Is there a forum for your company or some other central location from where we can get updates regarding this server down or network down issue? Do you have monitoring software in place for this?
10
If a customer asks us about the ticket status: How should we respond to him and from where will we get the updates regarding the ticket status and other information pertinent to the ticket?
Can you provide login details to your helpdesk for ticket status updates?
11
If a query which is not under the Level 1 category comes in: How should we handle it? Whom should we escelate to, and how? If you're using a helpdesk, what is the support email address, that we can escelate issues to?
12
Provide us with your contact address, email address and phone number at which you can be contacted in case of emergencies. If you have Instant Messaging, please provide your Screen Name for direct communication.
13
Do you have a Knowledge Base / Forum / FAQ that we can refer, especially for information specific to your hosting environment? If so please provide us with the URL.
Yes
14
Do you allow ssh to any of your customers? If so, what should we do if a request to allow ssh comes in?
Yes
15
If an issue regarding server migration comes in, how should we handle it?
16
If an accounts quota or bandwidth has exceeded, to whom should we forward the request? To billing/sales?
17
If a client comes with an issue about email login not working: Do you want us to directly walk them through the process ( assuming it's a common error ) ? Or do you want us to explicitly check from our end and then walk them through the process of correcting it? If you want us to check it, will you allow us to ask the client's password?
18
Are your clients - Dedicated Server owners, Resellers or just site owners?
19
Do you offer any other services that have a seperate support number for? (ie: VOIP, Backup Services, etc.) What are the support means for those?
20
What type of calls do you receive the most? Is it Pre-sales/Billing or Technical? If technical, what are the common queries which comes in via phone.
21
Most of our customers have some sort of billing system in place, as well as a helpdesk. We have an Internal System that works with most helpdesk for quickly opening tickets. Most of our customers create a seperate login for us to the helpdesk and billing area for verifying customer details, or checking ticket status, etc. If you can provide those logins, as well as logins to any servers we can provide better support to your customers.
22
Also, do you have an area code that you would prefer to use for your assigned number?
US: 1-602-288-9145
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