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 year in server administration industry.
Level-2 technicians generally handle general server installations, configuration issues, intermediate-level troubleshooting of mail servers, web servers, CMS packages of WordPress, Joomla etc, and account migrations. Level-2 handle escalated issues that Level-1 support is not equipped to handle. Level-2 technicians have experience of 1 to 2 years in server administration industry.
Level-3 handles advanced troubleshooting, configuration, database administration, and software fix for server, network settings, email, file shares, and other server issues. Any new problems are escalated and managed by a Level-3 technician. Also, If any issue cannot be fixed by Level 2 technicians, it is escalated and solved by Level-3 technicians. Level-3 technicians have experience of more than 3 years.
The following tasks are considered under Level 3,
- Spamming issues
- Hacking issues
- Installation and configuration of complicated applications
- Optimization tasks
- Server setup
- Migration tasks that will take lots of time
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 LiveZilla, 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.