Outsourced help desk support

100% white labeled tech support for online service providers.

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Web hosting experts from Bobcares manage your help desk, and helps you deliver lightning fast, 24/7 tech support. 97% of tickets we handle are resolved within the first 60 minutes – with an average response time of 23 minutes.

How we help

24/7 emergency administration

Handling server emergencies is an integral part of outsourced helpdesk support. We maintain service uptime/quality by promptly restoring failed services, mitigating server load, etc.

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Service configuration assistance

Customers often need detailed guidance when configuring or troubleshooting hosted services. In outsourced helpdesk support, we help customers with step-by-step assistance.

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Service performance assistance

Server load spikes are one of the leading reasons for customer complaints. When a performance issue is reported, we quickly find the bottle neck, and restore the service quality.

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Account security assistance

Web application vulnerabilities and stolen login details are often used to hack websites. We help account owners quickly recover from an attack, and restore domain reputation.

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Crash recovery assistance

Account migrations or server reboots can result in corrupted data. We assist account owners restore lost data through database repairs, mail box repairs, backup restores, etc.

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Account setup and migration

New account owners often need detailed assistance in migrating and setting up their account. We help new account owners quickly setup their services by providing detailed step-by-step assistance.

Wide range of expertise

In our outsourced helpdesk support service, we cover all popular OS, control panels and billing software, like CentOS, VMWare, cPanel & WHM, Plesk, WHMCS, etc.

First contact resolution (FCR)

An important goal of Bobcares outsourced helpdesk support is to reduce customer wait time. With an FCR of 75% our team avoids repeated follow-ups and minimizes issue resolution time.

Quick response and resolution

Customers expect technical support to give quick resolutions to their service issues. We resolve 97% of tickets within the first 60 minutes – with an average response time of 23 minutes.

Account subscription support

Customers often need assistance in managing their account subscription. We help your customers renew their services, upgrade their accounts, and help them choose the right service features.

Pre-sales support

No business can afford to lose sales leads. Bobcares outsourced helpdesk support helps you maintain a 24/7 pre-sales desk, where your customers get convincing answers to their service queries.

How it works

We deliver 100% white labeled support by answering your customer’s support requests using your support systems (we’ll help you set it up if you don’t have one). All responses in help desk are customized to reflect your company name, not ours.

How dedicated support services work

1 We monitor your support queue & servers 24/7, so that we’re immediately notified of new customer queries or server issues.

2 Our experts respond to your customers from your support system, and fix the issue within a few minutes.

3 Servers are audited regularly to solve performance, security or other issues to minimize customer complaints.

Pricing

$3.74/ticket

Minimum order – 100 tickets per month.

Need a different support plan?

We’ve got you covered. Click below and we’ll send you a custom quote.

What you get

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24/7 support coverage

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100% white labeled support

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Personalized ticket response

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Support for unlimited servers

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Windows & Linux hosting support

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Technical & pre-sales queries support

Supported technologies

Server systems

Linux or *nix

  • Redhat / CentOS / Fedora
  • Debian / Ubuntu
  • FreeBSD
  • Cloud Linux

Windows

  • Server 2008 / 2012 / 2016
  • Office 365

Web servers

  • Apache
  • Nginx
  • Litespeed
  • IIS
  • Varnish

Database servers

  • MySQL
  • MSSQL
  • MariaDB
  • PostgreSQL
  • Galera / NDB

Mail servers

  • Postfix
  • Exim
  • Qmail
  • Exchange

Virtualization

VPS systems

  • Hyper-V
  • KVM
  • Proxmox / LXC
  • OpenVZ
  • Xen
  • Virtuozzo / Parallels Cloud
  • SolusVM
  • Virtualizor

Cloud systems

  • VMWare
  • OnApp
  • AWS
  • oVirt / RHEV

Web hosting

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Control panels

  • cPanel/WHM
  • Plesk
  • Direct Admin
  • InterWorx
  • ISP system
  • ..and more

Web apps

  • WordPress
  • Magento
  • Joomla
  • DNN
  • ..and more

Billing / Ticketing

  • WHMCS
  • OTRS
  • HostBill
  • SalesForce
  • ..and more

What our customers say about us

15 years with Bobcares and counting

We at 1stHostWeb.com have been with Bobcares for over 15 years and it was the absolute best decision we made. They are not just another tech service but more of a partner. If you want a support STAFF that will represent your company with expert knowledge and compassion…look no further. Bobcares is all you need!

Glen Lee

CEO, 1stHostWeb.com

Great partner for remote-hands work

I am very happy with the services provided for our SaaS security products by Bobcares – we have found them to be a great partner for all support activities and remote-hands work. I would totally recommend this team!

Anirban Banerjee

Co-Founder, Stop The Hacker

I now spend more time with my family

Since using Bob Cares we have had fewer customer’s cancel accounts, and have had more new sign ups than ever before.
Best of all I have more time to spend with my family. BobCares goes above and beyond.
Thank you very much for every thing.

Jason Litson

Link Disk Host

Frequently asked questions

1. What happens if I exhaust the number of tickets I signed up for?

Even if you get more tickets than your monthly plan, technical support will continue unhindered. At the end of your billing cycle, overages will be charged at an additional $1/ticket above your plan price.

2. Can I choose which all tickets I want you to support?

Yes, of course. Just move all tickets you want us to support to a separate queue. We’ll take our tickets from there. Alternatively, you can let us know what all kind tickets you do not want us to support (eg., sales or pre-sales), and we’ll move such tickets to your queue.

3. 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.

4. Can you list the Help desk software that Bobcares supports?

Most of our customers use help desk software like Kayako ,WHMCS, Ubersmith, Cereberus, OTRS, Assistly, etc. In case you do not have a help desk installed, we can set one up for you. We will suggest a help desk software that would suit your needs, and install it for a charge of $60.

5. I have a custom control panel provided by my data center. Would you be able to support it?

While we have solid credentials in cPanel tech support and Odin Plesk tech support, our engineers are experts in troubleshooting any control panel or operating system. We employ only computer science or electronics engineering graduates who completed 4 years rigorous technical education. So, no matter which control panel you use, we can support it.

6. What happens if I do not use all my support quota? Can I carry it over to the next month?

We are committed to give your customers fast support. For this, we keep engineers on stand-by 24 hours a day. So, once the quota time period elapse, it cannot be carried over to the next month.

Why Bobcares

We know web hosting

Our team supports hundreds of web hosting companies like yours, with the support tailored to match their unique needs.

We champion small business

Bobcares started in 1999 as a small business, and we built our foundation by helping online SMB businesses make their mark. We value entrepreneurship, and empower companies to grow.

We are trusted

We’ve been consistently rated the top outsourced support provider for the past 15+ years. Over 250+ customers entrust us to resolve close to 52,000 support queries per month and keep their 47,000+ servers fast and secure.

Start your support today!


Talk to our support specialist. We’ll build you a custom support plan.

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