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We can be your dedicated around the clock
support department. One of the biggest challenges for
companies starting out in the web hosting reseller business, is If a
customer has a problem while you are sleeping, on vacation, or simply
away from your desk, who will be there to solve their problems?
With our private label tech support solution our support staff will set
up a trouble ticket system on your website, monitor it 24 hours a day, 7
days per week, 365 days per year, and answer your customer's questions,
identifying themselves as your in-house, round the clock, support staff.
- No vacations, no sick days, no sleep.
Backup or Primary
Support - There is no
substitute for the personal attention that you can give to your
customers, but we can provide a safety net that lets you breathe a
little easier. If you aren't tech savvy, we can answer the tough
questions that you just can't answer by yourself, or take care of the
common questions that customers ask, like setting up e-mail, logging
into control panels, etc... so that you can concentrate on building your
business.
Private Label - Our technicians
will answer all questions in your company name, and will never mention
TBhost to your customers. We maintain a database of information
about your company's practices, and services, and will answer with
information that is unique to the way that you run your business.
Affordable - Prices start at
$5.50 per month to add on a fully private label support staff to your
RS500 plan, so even the smallest of resellers can provide round the
clock support for their customers. As you grow, each
additional customer we support for you is only $1.10 per month.
English Speaking - Our
support technicians are experienced hosting experts that speak English
as their first language. Many companies that offer support to your
customers are using overseas support staff, usually based in India.
With overseas support, language becomes a barrier, since English is not
their first language, and many customers resent receiving support from
overseas. English speaking technicians are an advantage because
they can understand the questions that your customers have, and can
respond in well written complete responses that your customers will
understand.
The same level of support you receive
directly from TBhost - The same support staff that is in charge of
maintaining our servers, and supporting our customers will be supporting
your end customers. This means that if your customer needs
assistance or has a technical problem with their site, our staff will be
able to solve it. This dramatically reduces the time to solve
problems because your customer can have his technical problems taken
care of without your intervention.
Complete Control - Track your
customer's support requests, from submission to resolution. You
will have full administrator access to your private help desk, and will
have a full record of all support questions and responses, so you can
make sure that your customers are getting the quality of support they
need. You can answer any support requests yourself, set up as many
of your own users and support departments as you need, or have our staff
handle them all for you. It's completely up to you how much of the
support we provide.
Scalable - As your business grows,
you can simply order support for additional domains with no limit to the
number of domains supported.
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Which help desk software should I
choose? Most Popular
Free Desk: If cost is your primary concern you should
choose the
Support Logic
help desk, as it is freely distributed, and can be quickly
installed using the Fantastico script installer. It is one
of several ticketing systems that is pre-installed and available
to both you and your customers. It has powerful support
tracking capabilities, and is an excellent choice for the budget
conscious.
Most popular Commercial Desk:
If having a top of the line help desk is your primary need, then
you may want to consider
Kayako eSupport.
It has an integrated Knowledgebase, download manager,
interactive troubleshooter capabilities and much more. The cost
of this help desk can be outweighed by the reduction in support
that is required since the software helps to solve customer
questions before they submit a new ticket.
Kayako
Feature Tour
* Kayako leased or owned full
version (Not Lite) must be purchased directly from Kayako
website. |
Support Logic
Help Desk Demo:
Customer Area:
http://www.support-logic.com/demo/
username: test_user
password: demo
Staff area:
http://www.support-logic.com/demo/staff.php
username: test_staff
password: demo
Administration area:
http://www.support-logic.com/demo/admin.php
username: test_admin
password: demo
Please note, that this is a static
demo, where
adding, editing or deleting any data has been disabled.
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Apache and server configuration
issues:
- httpd.conf problems
- .htaccess errors
- Password protection issues
- Site oriented IP blocking issues
- HostNameLookups
- Mime types
- URL blocking and redirection
issues
- Basic Secure Cert problems
- Apache rewrite rules
- CRONTAB changes
- Custom configurations for log
analyzing programs like webalizer, awstats etc.
FrontPage server extension
issues per domain:
- Manually installing
FrontPage extensions on problematic domains
- Manually removing FrontPage
extensions
- FrontPage mail extension
problems
- FrontPage clashes with .htaccess
- FrontPage and Secure forms
issues
- Enabling / Disabling Shell
access
- Common database and MySQL
issues, including:
- Access denied
- Handling multiple databases
- Connectivity issues from CGI
scripts
- Allowing or denying grant
permissions from local or remote locations
- Managing the mysql
connections among various virtual-hosts
- Broken connectivity through
mysql.sock issue
- Mysql configuration issues
with my.cnf and internal mysql database
- Mysql table and database
repairs
Common shopping cart
configuration problems, including:
Configuration and
administration of hosting platforms including:
- Explanation of CPANEL
control panel functions
- CPANEL / WHM integration
problems.
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DNS related issues, including:
- Domain parking issues
- Modifying MX. A and CNAME
records for domain Zones
- Correcting Domain Name
resolution problems
- RDNS request forwarding
- Common email related issues,
including:
- Sendmail problems
- Qmail issues
- IMAP issues
- Webmail issues
- Catch-all address issues
- SMTP issues
- POP issues
- POP-before-SMTP and relay denied
issues
- Mailing lists
- Auto-responders
- Email Client Setup
- POP authorization failures
- Anti-spam measures
- Email filter issues with
Procmail and .forward
Security related issues,
including:
- Log Checking
- IP blocking
- Anti-SPAM
- Anti-virus
Common FTP related issues,
including:
- Anonymous ftp enabling
- FTP configuration issues
- FTP virtual hosting issues
- Creation of FTP-only users
Backup retrieval and
restorations:
- domain content retrieval and
restoration.
- SQL database retrieval and
restoration.
* Support tickets are answered in
the quickest time possible depending upon the current load of
our support department. 95% of complex issues are resolved
within 4 hours, while simple requests are typically resolved
within an hour. Issues that require in depth research, or
advanced re-configuration may take longer. |
