SEMI DEDICATED TEAM
If you feel that a fully Dedicated Support Team is too much for your support needs, our Semi-Dedicated Team plan will be a good option. In this package, the team will be working for two clients. A team of Redhat/Microsoft Certified Technicians will be working each day for your company. This will make your support operations more effective, as the support team will be more familiar with your business operations. All Semi-Dedicated Support Teams are supervised by a Quality Manager, who will be monitoring customer communications and ensuring that your Company gets the Best Quality Support for your Customers.
$300/Month
SEMI-DEDICATED TECHNICIAN – L1
$400/Month
SEMI-DEDICATED TECHNICIAN – L2
$600/Month
SEMI-DEDICATED TECHNICIAN – L3
HOW IT WORKS?
1. Your customer opens support tickets in your company helpdesk.
2. The technicians at Xieles Support get the notification about the new support ticket. The support ticket gets assigned to one team member in shift.
3. The team member logs into your company helpdesk and replies to your customer.
4. If the support ticket is Level 1 in nature, it gets escalated to Level 1 technician. Level 2 and Level 3 tickets get escalated to Level 2 and Level 3 technicians respectively.
5. Any technical issue reported by the customer gets fixed by the team.
6. Customer is updated at intervals about the progress of the issue.
7. The customer gets the problems resolved by the team.
Level 1 Technician – 300 USD per month
Level 2 Technician – 400 USD per month
Level 3 Technician – 600 USD per month
CERTIFIED TECHNICIANS
The team members are graduates in Bachelor of Technology and certified by Redhat and/or Cisco.
| Level-1 Technician | Level-2 Technician | Level-3 Technician |
|---|---|---|
| Yes | Yes | Yes |
QUALITY ASSURANCE
The team will be under the observation of a quality manager. He will be responsible for monitoring all helpdesk/chat communication to your hosting customers. Mistakes are minimal and when happens it will be corrected and advised to avoid repeated occurrence.
| Level-1 Technician | Level-2 Technician | Level-3 Technician |
|---|---|---|
| Yes | Yes | Yes |
7 DAY FREE TRIAL
We provide free trial for those who need to check out our expertise level
| Level-1 Technician | Level-2 Technician | Level-3 Technician |
|---|---|---|
| Yes | Yes | Yes |
24X7 SERVER MONITORING ( 5 MINUTE INTERVAL )
We have internal monitoring system to monitor your servers. The servers are monitored for any service failures every 5 minutes. We guarantee 10 minutes reaction time for service downtime. In most cases, the service failure will be fixed in 10 minutes.
| Level-1 Technician | Level-2 Technician | Level-3 Technician |
|---|---|---|
| Yes | Yes | Yes |
INSTANT MESSENGER SUPPORT
You can communicate with your team members using any of the instant messenger software like Skype, Hipchat, Slack, XMPP, GTalk or any other team collaboration suite.
| Level-1 Technician | Level-2 Technician | Level-3 Technician |
|---|---|---|
| Yes | Yes | Yes |