What do you mean by response time?
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.
What do you mean by resolution time?
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.
Which livechat software are supported?
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.
Where should be the livechat software installed?
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.
Where should be the helpdesk software installed?
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.
Which helpdesk softwares are supported in this plan?
We support WHMCS, Hostbill, Kayako, Ubersmith and custom-build applications. Any helpdesk system is a piece of cake for our support technicians.