Build Your Own Support
Your customers get instant, expert support round the clock, on any support channel of their choice.
Ticket Support
Let us handle all your inbound and outbound tickets from your ticketing system. We’ll provide you with extensive reporting on the work done and KPIs hit.
Phone Support
Based out of our office in Phoenix, Arizona, our team will handle all your phone calls from your customers.
Chat Support
Our teams will handle all your chats, pre-sales included. We’ll provide KPIs and make documentation necessary to hit KPIs.
Key points
These plans are fully tailored to the hours & resources as well as your reporting needs. Whether it be out-of-hours only or 30 dedicated technicians and full phone support coverage for over 10,000 minutes, we’ve got you covered.
As part of our certified outstanding reviewed service, we’ll provide you with full monitoring & response as part of our administration element of the service.
We’re flexible on contract terms and guarantees. We understand each business has different requirements for support and we’ll make sure you’re comfortable with us.
We’re happy to provide 14 day free trials because we believe words have meaning. We’ll live up to what we say we will.
Configurator
1. Helpdesk tickets per month
0-50
tickets
51-150
tickets
151-300
tickets
300+
tickets
2. Phone support minutes per month
0-50
minutes
51-150
minutes
151-300
minutes
300+
mins
3. Chat support per month
0-50
chats
51-150
chats
151-300
chats
300+
chats
Not sure what you need?
Example 1
A regional data center in North America uses this plan for off-peak 16 hours helpdesk, monitoring, and chat support. They use an average of 87 tickets, 46 alerts, and 15 chats.
Example 2
A Workplace Automation SaaS provider with a global client base uses this plan for 24/7 coverage in helpdesk support and server monitoring. Their average monthly usage is 37 tickets and 56 alerts.
Frequently asked questions
Do you provide weekend support and support during off business hours?
Yes, We can cover your weekdays as well as weekends, off business hours depending on your requirement.
What is the escalation matrix used when you get a request beyond your support scope?
If we are not able to solve any issues, the team will add all the troubleshooting measures they used as a note and then we flag it to the dept or the next level support, based on the guidelines shared by customer.
What level of support is provided with this solution? Do you handle pre-sales?
We handle pre-sales, regular web hosting issues and simple server administration on the semi-dedicated plans. However, there are exceptions like Networking issues, complex setup tasks, large migrations, any tasks that requires more than 3 hours of continuous debugging.
What is the quickest SLA provided?
The quickest response time we offer for most plans is of 30 mins. A guaranteed response time can be provided only once we know the criticality, technology/experience required and volume of support. If you take dedicated technicians, we can lower this to 15 minutes.
How do you ensure the quality of service provided?
We have a QA team which periodically verifies the work handled by your team. The team lead also closely monitors the performance of the team and provide regular coaching to the team members. There will also be review meetings to discuss the KPI and ensure the client requirements are met.
How long does it take to onboard?
Generally, the service will be started in 24-48 hours from the signup date.
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