Typical Level 2 and Level 3 issues that we face in the VPS environment are VPS Load issues, VPS node creation, VPS resource allocation and issues with features in the control panel. VPS management is specialized. It requires knowledgeable and experienced professionals to provide quick and accurate resolution for your customers support requests.
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VPS Provider FAQ
What is the VPS Main node? Is it the same as the hardware node?
The main VPS node refers to the physical server in which nodes are configured. According to VPS terminology, hardware node refers to the physical server itself.
Example of VPS level 1 and level 2 issues?
VPS Level 1 issues cover problems ranging from 'domain not resolving' to 'configuring outlook express' for end clients. VPS Level 2 issues are slightly more complicated than Level 1 and require root access to the server in order to solve them. Some of the Level 2 issues that pop up on the server include: 'Not able to connect to FTP', 'Email stopped working', 'Email password not working', 'site downtime', and troubleshooting other similar class errors that end clients face.
* Node Reboots
* Password changes for mails, FTP, Quota modification for hosted accounts, etc
* Time Synchronization problem in cPanel with VPS, VPS command prompt and WHM shows different time even after time synchronization through WHM
* FTP not connecting with VE under Plesk VPS
* Password working fine with webmail, but not with pop3 mail clients
Error message " -ERR Authentication failed (bad password?) when using POP3
Example of VPS level3 issues?
Level 3 issues are High Level server administration tasks. Some examples include:
* Out of Memory
* VPS starts successfully but unable to login
* Change the system time in individual nodes
* Unable to operate a VPS
* Failure to start VPS
How many nodes are ideal for a VPS server with 2GB Memory and a High End CPU configuration?
Ideal number of nodes can be 10 to15 depending on the RAM provisioned for each node.
Will you interact with the data center staff when the Main VPS server is down?
Yes, we will communicate with the data center staff during such emergencies, provided we are supplied with all the details and instructions for the same.
Does the supported issues under Ultimate plans cover unlimited servers?
Additional servers can be purchased at $30/server. The purchased tickets can be used for any of these servers.
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 on 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 the ticket requires more time, they will respond to the customer within that hour and 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 in your server, Bobcares will do it for you. 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 ticket responses follow the Bobcares Quality Standard.
See the delivery model
How to transfer Technical 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.