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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A webhosting technical helpdesk will have different type of issues with varying complexity levels. There are situations where the basic support team fails to resolve an issue and needs expert assistance. Our advanced helpdesk support plan offers experienced server administrators involvement with such level3 issues.
Level 3 admin performs more sophisticated operations and handles escalated issues compared to Level 1 and Level 2 techs. Each L3 tech posses excellent trouble shooting and analytical skills. They stay tuned with the industry changes and it helps them to take informed decisions whenever required.
Besides having the ability to deploy solutions to new problems, a Level 3 tech with SupportSages has technical expertise for solving difficult issues for 99% of issues. They are second most in our organization, because we have a Level 3 escalation team also available who has more than or an average of 7+ years of experience in the web hosting industry.
Opting for Level 3 Tickets would enable you to do Server optimization, Data recovery, Cyber forensics, VPS node management related issues, Cloud infrastructure related issues. Solving issues reported in 24×7 server Monitoring, security audits, server hardening etc can be done while opting for Level 3 tickets.
If you have a messed up server, we can help you straighten up those issues and make your server a stable one. We love stable servers!
Level 2 Tickets plan is an addon for building a custom white label support plan. This is a very much similar to Level 2 Helpdesk Support. Under this plan you can customize the number of issues you would like us to handle, unlike in Level 2 Helpdesk Support where you have to purchase the tickets in increments of 10.
As in Level 2 Helpdesk Support, the resolving the tickets raised under this plan requires deeper level investigations and access to various configuration files. Hence higher level of access and knowledge/training is required.
Level 1 Helpdesk Support plan is ideal for those who needs a frontline support for the technical, billing, sales or for all the helpdesk support you require. This is a basic helpdesk support plan, where the scope of webhosting helpdesk support is limited with the basic level of access. The issues in Level1 category often doesn’t require much trouble shooting skills or proficiency in advanced server administration.
If you are a product based company and would like to have a 24/7 helpdesk support for your product, then this is the plan you could opt for. This widely used for providing instant support and for selective escalation for the level 2 and level3 queus for better resource management and straemlined delivery.
Level 0 Helpdesk Support plan is ideal for resellers who purchase reseller hosting from bigger web hosting providers and gone beyond one man show or needs a 24/7 frontline support for the technical, billing, sales. This per ticket based support is ideal for those providers who resell other big players product where, we, as a support partner for you, liaison between your upstream host and your customers. Do note that we won’t simple copy paste the upstream’s reply, but will modify their replies accordingly.
This is a basic helpdesk support plan, where the scope of webhosting helpdesk support is limited with the basic level of access. The issues in Level 0 category often doesn’t require much trouble shooting skills or proficiency in advanced server administration. Highest level of troubleshooting will be at an admin interface which your upstream provider may or may not provide.
Level 2 Helpdesk Support primarily deals with issues which requires deeper level investigations and access to various configuration files. They also handle escalated issues from basic help desk support queue and escalate the necessary tickets to the advanced help desk support team.
For web hosting business, this level of support often demands root level shell access. Issues which can be resolved through the admin interface of any control panel too falls in this category. For eg: a primary domain change in a cPanel based server, would require WHM access to change the domain name and even though 90% of the time, it is an easy task, Level 2 helpdesk support helps in solving the issues raised for the 10% time as well.
For a product based support, Level 2 support techs will have more technical knowhow on the inside outs of your product. Training shall we given in such product based support for the techs to answer Level 2 issues.
If the sheer volume of level1 tickets in the helpdesk forces your admin to focus more on level1 Linux support and affects the promised response time, then this is the right plan you can opt for. Here you can get the service of our 24/7 Linux support team by purchasing the required amount of level1 Linux support tickets with a validity of one month.
Our Linux technical support team works on your helpdesk and resolves all level1 issues with guaranteed response and resolution time. The team performs the required escalations to the corresponding departments as per the guidelines given. This significantly reduces your time on helpdesk and enables you to focus more escalated issues which ensures 24/7 technical support for your web hosting clients.
Availability of professionally trained English proficient support professionals with in depth knowledge in various technologies ensures highly competent transparent technical support with high levels of professionalism and customer support practices.
Apart from hosting support, the plan is ideal for those who needs a frontline support for the technical, billing, sales or for all the helpdesk support you require. It is widely used for technical operations such as product support, status update during network/power outages, migration status notification etc. It is actively purchased for Sales Promotions during festival seasons such as Christmas, Black Friday, Cyber Monday etc.