BobCares - Transferring support to Bobcares

Transferring 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.

We incorporate your chosen plan into a Service Level Agreement (SLA) and send it to you. Once both parties sign the SLA , and copies reach both sides, your contract with Bobcares begins.
A Bobcares Manager contacts you to begin the process of understanding your Company's Support needs. The first step is always to understand your company's policies regarding Customer Care and Quality. The Manager quickly assimilates and documents this information after walking you through simple questionnaires. Our extensive experience also allows us to advise you on the Best practices in the industry.
Once preliminary data is collected , Bobcares Managers walk you through the process of collecting Sensitive information about your servers and network. The information travels to us only through encrypted channels and is stored in designated Servers in Firewalled LANs. Your sensitive information is NEVER stored on public servers.

Your account is setup and your servers are added to our Server monitoring systems(if the plan supports it). Private communication channels are setup to facilitate quick communication during emergencies. This information is stored in ClientDB, our secure In House database.
A competent Team Leader is chosen for your team who is responsible for overseeing your company's support. The Team leader studies your Company's Policy and Server information and briefs the team over 2 days. Previous Customer care issues are studied and last minute doubts are cleared. Once we are confident, we encourage you to test the service and give us your feedback regarding it.
Once you are satisfied with the service or the critical issues have been addressed and resolved, we start support for you. Expect this process to complete, and your support to be LIVE between 2 to 4 days, depending on your scale of operation.

Delivery Model

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

The Delivery model works for you like this.

Customer sends an email to support@yourcompany.com which forwards to your Ticketing system.
A notification email from your ticketing software triggers an alarm in Bobcares Internal System.
Within 1 hour, the Engineer in your team will respond to your ticket, if it can't be resolved straight away.
A Level 2 engineer will resolve the issue within 6 hours. In many cases, resolutions go much before that. Yet Bobcares guarantees a resoution within 6 hours, so that we can be sure that we do it all the time.
All responses and resolutions are made via your ticketing system to ensure transparency.
Should any sales queries come in, Bobcares engineers will escalate these to you or your designated staff.
Bobcares Quality Manager and her team of Quality Analysts check through hundreds of tickets every month to make sure that all tickets follow our Minimum Quality Standard (Bobcares is ISO 9001:2000. See ISO 9001:2000 Certificate)