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| HELPDESK / EMAIL / TICKET SUPPORT |
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Helpdesk : Kayako eSupport
Minimum Fee : $300/monthly
Setup Fee : $40 Pricing Schedule Support
100 Tickets $3.5/Ticket
200 Tickets $3.2/Ticket
500 Tickets $3.0/Ticket
1000+ Tickets $2.7/Ticket ORDER |
| BULK TICKET SUPPORT |
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Bulk Ticket Support
Prepay 10 Tickets $5.00/Ticket
Prepay 25 Tickets $4.00/Ticket
Prepay 50 Tickets $3.20/Ticket
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DEDICATED SUPPORT
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Level 1 Support
No server or control panel login is required to complete these tasks. Level 1 support requests consist of mostly technical sales related questions in addition to company policy questions, email client configuration, and general web publishing questions.
-> 4 Hours a day
-> 7 Days a week
-> Support Through HelpDesk/Email
-> Emergency IM/Live Chat to You
-> Live Chat to Your Customers
-> No Server Login Required
Price: $300/month Level 2 Support
Access to the control panel and/or server login is required for proper resolution of these tickets. Level 2 support requests generally contain basic support operations such as password resets, domain level DNS configuration, domain level Apache configuration, most FrontPage related issues, .htaccess/.htpasswd issues, email issues, and many more requests of this nature that typically focus on a single account. Scripting & programming assistance is not included, and not provided.
-> 8 Hours a day
-> 7 Days a week
-> Support Through HelpDesk/Email
-> Emergency IM/Live Chat to You
-> Live Chat to Your Customers
-> Server Login Required
-> Basic Server Administration
-> More Dedicated Staff: Additional $450/staff/month (optional) Price: $500/month Level 3 Support
SSH Server login is required for this level. Level 3 support requests generally affect the entire server or have to do with software package malfunctions, server performance, and/or server security. Note that Level 3 covers all support issues not covered by Levels 1 and 2.
-> 8 Hours a day
-> 7 Days a week
-> Support Through HelpDesk/Email
-> Emergency IM/Live Chat to You
-> Live Chat to Your Customers
-> Server Login Required
-> Advanced Server Administration
-> More Dedicated Staff: Additional $750/staff/month (optional) Price: $800/month ORDER |
Additional Information
Helpdesk / Email / Support
Tickets are purchased on monthly basis. A ticket is defined as containing response from our support team. Please noted that while a ticket with one response from our support team is counted as one complete, a ticket with 20 or more responses from our support team is also counted as one complete ticket.
Setup fee are covering administrative expenses and license cost of helpdesk software. Features:
* 24/7 Coverage Every Day
* Unlimited Servers & Clients
* No "Canned" Responses
* Guaranteed 1 Hour Response Time
* Guaranteed 4 Hour Resolution Time
* Replies Under Your Company’s Brand
* Bulk Discounts
Bulk Ticket
Tiered per-ticket payment. No monthly fees. No LiveChat or Kayako eSupport license included.
You may purchase more tickets when run out. Level 1 Support
Features:
* Average 2-10 minutes Response time
* Average 5-15 minutes Resolution time
* Unlimited Request per day Level 2, Level 3 Support
Features:
* Average 40 minutes Response Time
* Average 1-3 hour Resolution Time
* Unlimited Request per day Basic Server Administration
-> Installing server operating system with default configuration
-> Installing control panels with default options
-> Installing database server with default settings
-> Installing FTP server with default options
-> Installing mail server
-> Installing kernel updates (RPM only)
-> Installing firewall with default configuration
-> SSL installation
-> Finding out the route for server load problem
-> Cleaning unused files to free up disk partitions
-> Restarting daemon
-> Cleaning up the mail queue using any scripts provided with the control panel
-> Adding/editing/deleting cron jobs
-> Creating account backups
-> Restoring accounts from hacked/crashed server
-> Fixing permission problems in MySQL Advanced Server Administration
-> Remote OS installation
-> Custom firewall configurations
-> Cluster DNS setup
-> Disk quota setup
-> Setting up local and remote server backup
-> Installing Perl modules
-> Installing any third party software in the server (only if provided with proper documentation)
-> Upgrading any third party software, provided the installation manual given by the software vendor
-> Customizing apache settings
-> Email server customization
-> Custom kernel installation from source
-> Securing the insecure partitions
-> Detecting and controlling email spammers using the logs
-> PHP recompilation with custom modules
-> Running file system check
-> Periodical security audit
-> System health check up and advices
-> Standard server hardening
-> Critical server setting chages
-> Flood / DoS attack control
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Services 
