Dedicated Technical Support Team
Ideally suited for web hosting companies or data centers having a large number of domains and servers to be catered to. A dedicated support team is assigned to your company and they work only for you with our outsourced IT support services. All our staff members are well trained Microsoft Certified Engineers, Red Hat Certified Engineers, Cisco Certified Engineers with a minimum of 3 to 4 years of experience and they are dedicated to work only for your company.
Under Dedicated Technical Team plan, a Dedicated Support Team of certified engineers is assigned to work on your servers, tickets and live chats. This team is constantly monitored by an IT Operations Manager to ensure the quality levels, monitoring reports analysis, patch management, upgrades, etc.
Monitoring
Incident Management
Proactive Server Management
End-user Service Desk
Vendor Escalations
Knowledge Management
Features
- Each shared engineer works 8 hours a day and 5 days a week
- Well defined internal escalation policy
- Full server monitoring and server administration included
- Full Support for pre-sales questions / tickets
- Unlimited Helpdesk or email support
- Live support on your site included
- Ease of communication with the assigned engineer over Instant Messenger
- Proactive communication with datacenter or on-site staff
Our approach
Understand business requirements
Build the team
Team training
Delivery and reporting
Choice of Level 1, Level 2 and/or Level 3 certified & experienced customer support executives and engineers who work 8 hours per day, 5 days a week exclusively for your company.
Support Levels
Level 1
This is the initial Support Levels responsible for basic customer issues. They mainly handle all support incidents which can be closed by using basic tools like a web hosting control panel, custom scripts, etc.
Level 2
They are more in-depth technical Support Levels than 1st Level Support and therefore costs more as the technicians are more experienced and knowledgeable.
Level 3
The 3rd Level Support Engineers are experts in their fields and are responsible for not only assisting both 1st Level Support and 2nd Level Support, but with the research and development of solutions to new or unknown issues.
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.