Per Ticket Plan
Per Server Plan
Live Chat Support
Starter - upto 5 servers
Small [5-25 servers]
Medium [25-100 servers]
Large [100+ servers]
3rd Party Software Installations
PCI DSS Scan Resolution
Server Forensics and Hack Recovery
Per Incident Support
Technical Support Teams
- Night Shift Support
Sales/Billing Support Teams
Live Chat Support Teams
- Level 1 - Soldier
- Level 2 - Warrior
- Level 3 - Commander
- Level 3E - Zen Master
Security / Abuse Specialist
- Billing / Sales
- UI Designer
- Graphic Designer
Cluster Management (HA & LB)
Life @ SS
Voice of Customers
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Technical assistance through 24/7 live chat support is quite popular and effective customer service practice. A technical live chat support team can handle Level1 technical issues and can perform escalations for advanced Level2 web hosting or Level3 server administration issues.
A technical chat support operator commonly deals with operations such as password reset, account suspension and activation, basic DNS issues, account level migrations, site availability issues, IP blocks, BandWidth issues, server access issues, server reboots, outage managements, cPanel issues, plesk issues, mail account setup, quota modifications, addon domain creation, site redirections, service availability etc. High level of technical competency, proficient communication skills and extensive knowledge about the hosting industry, makes the chat professional the right choice for live chat technical support.
Technical Live chat support is offered for all sections of web hosting for managing regular hosting issues and sporadic issues such as outages.
Instant access and 24/7 availability of a sales staff will help the client to get clear and elaborated guidance towards purchase of a product. Our sales chat support team can help with product promotions such as shared hosting, reseller hosting, semi-dedicated servers, VPS hosting, dedicated servers, SSL certificates, dedicated IPs, bulk signups etc. They can also assist you with the choice of server and server locations based on the loading speed.
Each admin in the sales chat support team is capable to handle multiple chats at the same time and can perform chat escalations or transfers whenever required. Induction of custom training for client requirements and policies equips the sales operator to provide highly competent transparent sales chat support.
The sales operators are capable to provide Level1 technical support and are proficient in operation of different payment methods such us Bitcoin, Credit card, PayPal, Alipay etc. The plan has significant takes during promotional activities and festival offers such as halloween, thanksgiving day, cyber monday etc.
If you wish to minimize service interruptions to your clients due to billing issues, then a billing chat support team is an essential one. Instant 24/7 assistance for billing operations such as invoice generation, invoice cancellation, service renewals, payment date extension, billing address modification, affiliate program activation, service reactivation, login reset, domain transfer, domain ownership change, domain renewal, package upgrade and downgrade, service cancellation, refunds etc. can be provided through Live chat support.
Each member in the live chat billing support team undergoes extensive training in various live chat systems with emphasis on quality customer support. Availability of custom training for your environments and policies enables these English proficient billing chat operators to provide truly transparent billing support for your clients.
The live chat team plan for billing also offers chat escalations, transfer of chats, multiple simultaneous chat support, promotional offer support, Level1 technical support etc. and has wide acceptance across various segments of web hosting industry.
The plan offers you a five member team with proper training in Billing and Sales handling with high level of communication and customer service skills. Availability of such highly trained and skilled admins helps you to deliver truly competent 24/7 transparent sales and billing helpdesk management and live chat support without any quality deviations. Such a dedicated sales team can contribute to your business growth through active sales promotions and order processing.
A dedicated billing support team assists your clients with management of billing issues to avoid service interruptions and keeps them happy. Each admin in this category are proficient in common billing softwares such as as WHMCS, Blesta, ClientExec, AWBS, Plesk Billing and has the capability to handle sales queries and chats as well.
Instant access to the hired sales operator through chat, daily work report, On call facility, provision for custom training etc. converts this plan to a comprehensive sales support plan for hosting companies with active promotions and client base.
A Semi-dedicated Sales team enhances business augmentation through instant conversion of inquiries to sales. This is a miniature of a dedicated billing or sales team with its 24/7 availability which helps the client to resolve billing or sales disputes and keeps service interruptions to the minimal possible levels. The only difference is that this five member team will be handling one or two additional teams as per the subscribed plan features. Sharing of the team gives a great financial advantages with out compromising the features of dedicated support. This team members are highly competent to offer focused customer support through common billing softwares such as WHMCS, Blesta, Parallels Plesk Billing, HostBill, ClientExec, Parallels Customer & Business Manager etc. with excellent customer service skills to enrich your client relationships and business.
Apart from billing and sales helpdesk support, the team also provides instantaneous chat support as well. The ability to mold the team in accordance to your requirements through custom policy training, direct access to hired chat admin through live chat, ability to handle both sales and billing issues, cost effectiveness of shared team etc. makes this plan one of the most feasible dedicated billing and sales support team plans.
This Level3 dedicated night shift support plan covers server management and unlimited helpdesk support for Level1 hosting support, service or control panel related Level2 technical issues and advanced server administration Level3 issues for the assigned hours. Availability of a vendor certified Level3 server administrator with solid experience and expertize offers advanced server operations such as server customization, proactive server monitoring, server migrations, server tweaking, service optimization, vulnerability resolution, kernel patching, abuse management, security implementations, backup management, resource scaling, infrastructure consultancy, network administration etc. along with helpdesk support with guaranteed 15 minutes response and one hour resolution time.
Each level3 admin in the team has in-depth knowledge in various hosting technologies such as cPanel, Plesk, DirectAdmin, Cloud, R1soft etc. and are quite efficient and productive during application support and vendor communications. Availability of highly competent technical support during night shifts provides better customer support experience and it makes the plan a popular one among large hosting companies and Data Centers.
If you have a steady flow of helpdesk tickets with an increasing share of Level2 and Level3 technical issues and has difficulties to manage the helpdesk during nights, then Level2 dedicated night shift support is the right choice. The plan offers the availability of a vendor certified Level2 server administrator with solid experience and expertize in performing various hosting related activities such as webserver administration, proactive server monitoring, server migration, webhosting control panel support, cPanel server administration, Plesk support, Advanced DA support, abuse management, security implementations, backup management, dc escalations etc. along with unlimited help desk support with a guaranteed response time of 15 minutes and resolution time of 3 hours.
Multiple communication channels such as email, chat, phone etc. enables you to be in direct and instant contact with assigned admin, especially during emergencies. Availability of quality transparent web hosting technical support during nights for unlimited number of servers makes 24/7 support a reality for your web hosting clients.
The plan offers Level1 dedicated night shift support for your web hosting requirements. The plan is the appropriate one if you wish to get the service for specific hours or shifts even though it doesn’t fall under the category night. Each admin under this plan is competent to deliver quality support in areas such as web hosting server administration, server monitoring, migrations, web hosting control panel support along with unlimited helpdesk support with guaranteed response time of 15 minutes and resolution time of 6 hours etc.
This shift support plan is effectively used by startup to medium sized web hosting companies for support during nights to ensure 24/7 support availability for their clients.
This four member level3 semi-dedicated technical support team provides 24/7 technical support, server management and server monitoring for all levels of webhosting issues. Each admin in this team is competent to manage majority of Level3 server management issues, escalated helpdesk tickets and emergency response to alerts received. The four member team with its dedicated nature of support ensures continuous availability of expert administrators around the clock.
The team will have all features of dedicated team, provided that the same team will be handling one more client of the same plan. This makes sharing of resources and hence the team is not an exclusive dedicated team. However the sharing of the team reduces the team costs per client significantly and hence it is highly cost effective for rapidly growing companies.