|Resolution time||6 hours|
|Response Time||One hour|
|Guarantee||1 Hour response with Money Back Guarantee|
The Sleepwell plan supports a maximum of 500 domains per server.
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
- Servers without control panels.
Sleepwell Plan FAQ
Is the sleepwell plan a continuous 12 hours session only, or can it be split into 2 or more sessions like 6 hours * 2 sessions, etc.?
The sleepwell plan is a continuous 12 hour coverage of your Helpdesk. You can choose any 12 hours, but cannot split it into 2 or more sessions.
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 email@example.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.
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,WHMCS-Helpdesk.
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 Helpdesk 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.
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 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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