Web Hosting Support Plans

webhosting-plans

If you are looking for staffs who could augment your webhosting business, then AssistanZ is just the partner you’re looking for. Our resources have all the experience and knowledge relating to the domain to keep your business running at optimum levels. So let us handle your customer support requests. We also offer all the backend support you require to carry forward your webhosting program successfully. These backend support include solving technical issues, support in billing and round the clock presales and sales support.

Our experience as an outsourced service provider has taught us that clients have varying needs. What works for one need not necessarily work for another. So, while some companies require support 24/7, some might require only during the day or night. It is this understanding that has enabled us to work out different plans for different businesses.

Support Plans

Plan Features Dedicated Support Semi Dedicated Support Shared Support
24/7 Helpdesk Support tick tick tick
24/7 Server Monitoring tick tick tick
24/7 Live Chat Support tick On Request On Request
Maximum No Of Servers Unlimited
Average Response Time 30 mins 30 mins 30 mins
Average Resolution Time 4 hours 4 hours 4 hours
Emergency Phone Support tick tick On Request
Quality Checks & Auditing tick tick tick
Dedicated Accounts Manager tick tick On Request
Server Administration Levels (L1,L2 & L3) tick tick On Request
Consultancy Services tick tick On Request
Monthly Server Audits tick tick On Request
Server Security Hardening tick tick On Request
Pre-Sales Live Chat On Request On Request On Request
Access to Team (IM/Mail/Phone/Video) tick tick tick
Performance Review Meetings tick tick tick
SLA Review Meetings tick tick On Request
Regular Patches & Updates tick tick On Request
Sales / Billing Support On Request On Request On Request
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How We Work

support-tech

Expertise

  • 9 years of experience and exposure in IT services for webhosting, ISP and data center industry.
  • Team of more than 50 engineers with expertise in various domains, working 24/7.
  • Objective set to achieve 100% customer satisfaction.
  • Various escalation levels and process which ranges from the basic level to the top most position of the company.
  • Fluent Written and Spoken English communication skills.
  • Hands on experience on leading webhosting control panel solutions such as cPanel/WHM, Plesk, Directadmin, Ensim, Websitepanel etc.,
  • Hands on experience on leading billing platforms such as WHMCS, Parallels Plesk Billing, Ubermsith etc.,
  • Indepth knowledge and experience of Workflow policies and SLA on the leading helpdesk systems such as Kayako, Vision Helpdesk, Ubersmith, RT Ticket System, Cerberus etc.,
  • Expertise on Virtualization Technologies such as SolusVM, OpenVZ, Parallels Virtuzzo etc.,
  • Expertise on Cloud platforms such as CloudStack, XenServer, XCP, KVM, Microsoft Hyper-V etc.,
  • Vision to work towards continual improvement and constant Quality Assurance procedures / support such as giving feedback to techs for technical improvement and for maintaining client SLA.

SLA and NDA

As soon as you sign up with us, we would be sending you a copy of the NDA – Non Disclosure Agreement and SLA – Service Level Agreement duely signed by our management authorities.

We would also expect and appreciate to receive any specific points or notes from your end, that may need to be included into the SLA.

Our Standard SLA includes 30 mins Response Time and the resolution time depends upon the level and the complexity of the issue.

Quality Assurance

We have a team of techs who come with a wide range of expertise and experience in the Server management domain. These techs form the Quality Assurance team and their main role would be monitor. evaluate and audit each and every ticket worked on by our techs on various client helpdesk and other systems. This is to ensure that all tickets are handled properly ensuring a premium quality of service as assured by our firm towards our clients.

The QA team audits each and every ticket for any possible issues on technical or communication aspects that may have occurred during the process and any identified issues is immediately taken care of ensuring that it does not affect the client or the end customer adversely.

For any identified issues, the client is provided with a PIR – Post Incident Report and this is also recorded and analyzed at our end to fix its root cause and ensure such issues never occur again.

Clients are also requested and contacted for Feedback / Suggestion on the services provided in a periodic manner.

Supported Technologies

apache
apache-tomcat
centos
cloud
cloud-linux
whm
debain
direct-admin
enkompass
ensim
exim
free
fusion
light
mongo
ngimx
openvz
paralles
php-mysql
plesk server management
postfix
postgre
q-mail
solus
sql-server
ubersmith
ubuntu
varnish
vision
virtuozoo
website-panel
whoms
iis
windows
website-panel
zimbra