FAQs
Dedicated technical support involves assigning a team of certified engineers who work exclusively for your company, managing your servers, handling tickets, and providing live chat assistance. This team ensures personalized and consistent support tailored to your specific needs.
Our onboarding process includes understanding your business requirements, building a suitable support team, conducting comprehensive training through a “train-the-trainer” approach, and establishing regular reporting and communication channels to ensure alignment with your business goals.
Each dedicated engineer works 8 hours a day, 5 days a week. We offer flexible scheduling to align with your business hours and can provide coverage during your peak times or specific time zones as needed.
Our dedicated support teams are monitored by an IT Operations Manager who oversees quality levels, analyzes monitoring reports, manages patch deployments, and handles upgrades. We also have a well-defined internal escalation policy to address issues promptly.
You can communicate with your assigned engineer via Instant Messenger for real-time interactions. Additionally, we offer live support on your site and proactive communication with your data center or on-site staff to ensure seamless operations.