Dedicated Personal Plan

Dedicated personal plan, ideal for small but growing hosting companies as well as medium and large ones.

Under this plan, you enjoy the power of having dedicated technicians working 24x7 or any shift of your choice, on your helpdesk tickets, client chats and monitoring of servers. All of this is without you having to worry about the other employment requirements that come with it.

This team is capable of handling technical support (tier 1, tier 2 and tier 3), pre sales as well as billing questions from your clients. The dedicated technician will be working exclusively for you and they will be familiar with your services, systems, and clients.

Key features:
  • The staff who work on your support are dedicated to you and operate as your staff except they are situated in another office. That means they become very familiar with your way of working, your support policies and the way your servers are set up.
  • You can choose between 8x7, 16x7 or 24x7 cover
  • Upgrade when you need to. That means going from 8x7 to 16x7 or from 16x7 to 24x7. You can also have multiple staff on the busier shifts
  • Handling of both Support board as well as Live Chat by the same person / team depending on the traffic on both
  • Support for unlimited customer issues every month
  • 30 minutes first response guarantee with 1 hour resolution time
  • 24x7 Server monitoring with a detailed monthly status report
  • Daily day end / shift end reports to your team
  • Direct communication with your DC over phone or email for server issues if needed
  • Direct communication with you or your team over Instant Messenger
  • Weekly / Fortnightly conferences with the project manager / operations head for performance analysis
  • Monthly QA activities followed by training sessions / certifications for continuous improvement in processes and services
One more word

We find that the Plans above meet a huge variety of customer needs. However, if you think your need may be a little different and doesn’t fit exactly into one of the Plans, please get in touch and we will see if we can meet your special needs. Contact us.

Contact us for more information

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