When it is obvious that the goals cannot be reached, don’t adjust the goals, adjust the action steps – Confucius
Semi-dedicated support team plan is a hybrid plan inherits the dedicated features of dedicated team and affordability of shared support. Here a dedicated support team is virtually shared across clients as per the subscribed plan specifications. Sharing of the team reduces the costs significantly but it also restricts the availability of complete features of a fully dedicated team.
Semi-dedicated support team plans are not unlimited. The team you are using is shared by one or more web hosting providers. Eventhough the team assigned to you is as good as our dedicated team, it is the factor that the teams duties are split across the providers which makes the support limited at times. For example, in situation where it demands emergency support, we are assuming the probability of both the providers having emergency issues together is only 50%. And our response and resolution time guarantees will be affected in such emergency situations.
If you clearly get the above limitations with semi-dedicated plans, please refer the plans below. Below plan rates are for a truly semi-dedicated plan. i.e your support team is shared by only one provider and not three or four, because for us, that would become shared support!
|24x7 Support Coverage||Yes||Yes||Yes|
|Vendor Certified Engineers||Yes||Yes||Yes|
|Industry Level of Engineers||L1||L2||L3|
|24/7 Server Monitoring||Yes||Yes||Yes|
|Instant Messenger Support||Yes||Yes||Yes|
|Number of clients per team||2||2||2|
|Number of servers||< 30||< 80||< 150|
|Number of tickets*||25L1/6L2/3L3||40L1/12L2/6L3||50L1/20L2/10L3|
|Number of staffs||4||4||4|
|Response time guarantee||< 15 mins||< 15 mins||< 15 mins|
|Resolution time guarantee||6 hours (99%)||3 hours (98%)||1 hour (95%)|
|Daily Report (On Demand)||Yes||Yes||Yes|
|Whom do they report to||Account Manager||Account Manager||Operations Manager|
|On call (On Demand)*||Yes||Yes||Yes|
|Video Chat (On Demand)*||Yes||Yes||Yes|
|Best suited for||Shared/Reseller hosting||Shared/Reseller/VPS/Cloud/Dedicated hosting with control panels||Any OS/Any or no control panel/Any purpose|
|Niche Market Training**||No||Yes||Yes|
|Team setup time||< 2 days||< 2 days||< 2 days|
|No Setup fees||Yes||Yes||Yes|
|Total number of staffs (including AM & QA)||6||6||5|
Have a custom requirement or a mix of L1+L2+L3 ? Let us know!