If you are already subscribed to our per ticket plans, there are possibilities for tickets being unused even after the validity period of one month. This can happen, if the purchased volume of tickets is beyond the actual requirement. By default each ticket will have a life span of 30 days and in the event of such unused tickets you can reactivate them for one more month through this ticket carry forward addon.

Ticket Carry Forwarding enables you to carry forward any left over tickets to the next month for a nominal subscription fee. Judicious usage of this addon would empower a startup webhosting or product based company, to substantially reduce the support costs.

Help Desk Support – Level 3

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.