If your ticket volume occasionally exceeds the monthly limit, we will continue handling the additional tickets without interrupting your support service or charging you separately for each extra ticket. We review ticket usage on a quarterly basis. If your ticket volume consistently exceeds your plan’s allocation, we will discuss your requirements with you and recommend [...]
Admin hours comes with certain plans in order to fix the Level-3 issues opened by you or your customers. Admin hours are provided for plans that doesn't have Level-3 support. Additional admin hours can be purchased using our Hourly Administration plan.
Response time is the maximum amount of time taken for a technician to reply to a ticket. We offer a guaranteed response time of 30 minutes depending on the support plans. Our average response time is 15 minutes.
Resolution Time is the total time taken to resolve a ticket, starting from the time it was opened. In most cases, our technicians are able to maintain a resolution time of 6 hours. However some cases will require more time than usual, like migration, data restoration, malware scan etc.
In Level-1 we provides basic support and troubleshooting, such as password resets, email account creation, installation of CMS packages like WordPress, Joomla etc, server configurations that can be done from control panels, fixing issues that are already documented, ticket routing and escalation to Level-2 and Level-3 support. Level-1 technicians have experience of less than 1 [...]
The primary difference is in their professional experience and skill sets in remote infrastructure management and customer support industry. In general, L1 technicians have 1-2 years of experience, L2 technicians have 2-4 years of experience and L3 technicians have 3+ years of experience and have excellent performance record in server administration.
Most of the live chat software are supported like Tawk.to, Zopim, LiveChat Inc, LiveHelp Now, Kayako, etc. Any livechat software is piece of cake to us.
Many of the livechat software are available as a Software-as-a-Service model and no installation is needed. If an installation is needed, it needs to be done in your server. You should provide a support operator access in order to have us attend customer chats.
The helpdesk software should be installed in your servers. If you do not already have one, we can install one for you. You should provide a support operator account to us, in order to work on your customer tickets.
We support CPanel, Plesk and Directadmin servers under Helpdesk Support 365 plan. Visit our page https://xieles.com/about-us to know more technologies we support.