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Always give people more than what they expect to get. – Nelson Boswell
Per Ticket Plan
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Per Ticket support Plan as its name suggests charges only for the tickets we worked on your helpdesks, like WHMCS, Kayako, Zendesk etc. You can purchase and use the tickets according to the required expertise and demand.
Per Ticket Plans
Number of Tickets / Month
Charges only for the tickets used
24 x 7 x 365 Support
No “canned” responses
Guaranteed 30 minutes response time
Average 4 hours resolution time
Unlimited Domains per server
Supports any OS with or without control panel
Answers basic pre-sales questions
Monthly ticket usage report
Carry forwarding optional
No Server Administration or Server Monitoring
Best Suited For
Small and startup hosting companies with predictable number of helpdesk support tickets
Companies with stable servers and have less tickets
Hosting companies that require helpdesk support for specific time ( Night, Weekends etc) or expertise level ( only L3, L2, L1 etc)
I am not clear about the terms L1, L2 and L3 Please explain it with examples
Based on the complexities and involvement with each issue, technical levels are classified as given below
Level0 or L0
Automated or self-service solutions available for the end user without the help of Help Desk support
Eg: Automated password resets, IP whitelist, KB access etc
Level1 or L1
This is the initial support level responsible for basic customer issues. A Level 1 tech responds to thecustomer issues through general understanding about the system and the information documented in Knowledge base.Problems solved by Level 1 support are of "common/known issues" nature, which doesn't require deeper levelinvestigations.
Eg: Mail client configuration, cPanel login issues, php settings modification
Level2 or L2
They handle issues that Level 1 escalates. The resolution process requiresdeeper level investigations and access to various configuration files. This level of support oftendemands root level shell access. Issues which can be resolved through the admin interface of any control panel too falls in this category.
Eg: Data migrations, Php recompilation, Installation and basic support for applications etc
Level3 or L3
Level3 admin performs more sophisticated operations and handlesescalated issues from L1 and L2 techs. Each L3 tech posses excellent trouble shooting andanalytical skills. They stay tuned with the industry changes and it helps them to take informeddecisions whenever required.
Eg: Server optimization, Data recovery, Cyber forensics etc
How does "Ticket Carry Forwarding" works?
Ans:By default the validity of the purchased tickets expire after one month. We had seen customer queries about the possibility of continuing with the lapsed tickets. The "Ticket Carry Forwarding" addon enables you to claim or extend the validity of the unused tickets for one more month. There are no restrictions on the number of tickets or activation instances for a ticket.