Semi dedicated team 2017-10-06T12:00:09+00:00

SEMI DEDICATED TEAM

Are you looking to outsource web hosting support? Do you require staff to keep up the technical department running and take care of your customers? You are at the right place. If you cannot afford to hire technical staffs to work solely for your Company, we have Support Engineers in our Semi Dedicated Team to look after the Technical Side of your Business. They will be working for multiple clients and you will be one of them. A team consists of Redhat/Microsoft Certified Technicians. 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.

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24X7 SUPPORT COVERAGE

We manage your servers round the clock. You can open a ticket to us any time of the day or night, and we will be here to make sure that everything runs perfectly to your satisfaction. You do not have to worry about any technical aspects and can concentrate more on your core business.

Starter Basic Premium Enterprise
Yes Yes Yes Yes

QUALITY ASSURANCE

The team will be under the observation of a quality manager. He will be responsible for monitoring all helpdesk and chat communication to your hosting customers. Mistakes are minimal and if happens it will be corrected and advised in order to avoid repeated occurrence.

Starter Basic Premium Enterprise
Yes Yes Yes Yes

24X7 END USER HELPDESK SUPPORT

Your customers can enjoy 24×7 helpdesk support.

Starter Basic Premium Enterprise
Yes Yes Yes Yes

UNLIMITED SERVERS

You can sign up unlimited number of servers. The helpdesk support will be provided for all of them

Starter Basic Premium Enterprise
Yes Yes Yes Yes

SAME TEAM WORKS EVERYDAY

The greatest advantage of semi dedicated team is that the team which works at your helpdesk will be the same each day. This way we ensure that the technical support staff who are working for you are knowledgeable in your business processes

Starter Basic Premium Enterprise
Yes Yes Yes Yes

TICKETS PER DAY

Each plan comes with a ticket limit which suits your needs

Starter Basic Premium Enterprise
5 Tickets 10 Tickets 15 Tickets 20 Tickets

FREE ADMIN HOURS

Semi dedicated plan comes with free admin hours. Apart from regular level-1 and level-2 customer tickets, you might have server administration tasks like server installation, configuration, optimization etc. You can use your free admin hours to get such tasks done. Admin hours are also used to performing Level-3 tasks.

Starter Basic Premium Enterprise
5 Hours 10 Hours 15 Hours 20 Hours

L1 AND L2 TICKETS ONLY

We will ensure that all your Level-1 and Level-2 tickets are taken care of promptly

Starter Basic Premium Enterprise
Yes Yes Yes Yes

GUARANTEED 30 MINUTES RESPONSE TIME

We provide guaranteed 30 minutes response time for all support tickets opened from our helpdesk. The average response time is 15 minutes.

Starter Basic Premium Enterprise
Yes Yes Yes Yes

TICKET RESOLUTION TIME

We ensure that your tickets are resolved quickly and satisfactorily. Our technicians are able to fix almost all issues which can occur in Unix/Linux and Windows Servers

Starter Basic Premium Enterprise
6 6 4 4

7 DAY FREE TRIAL

We provide free trial for those who need to check out our expertise level

Starter Basic Premium Enterprise
Yes 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

Starter Basic Premium Enterprise
No No Yes Yes

INITIAL SERVER HARDENING

After you sign up we will be performing a security hardening and upgrades to ensure that the server is safe and secure from the second it is signed up with us.

Starter Basic Premium Enterprise
No No Yes Yes

WEEKLY SECURITY CHECKS AND UPGRADES

We perform weekly server checks to make sure everything is running perfectly. We check for hardware related issue, memory issues, malicious processes, rootkits and viruses. The server packages will also be upgraded to ensure that every packages are up-to-date and doesn’t have any vulnerabilities. The result of the checks will be uploaded to your xieles account as a PDF document.

Starter Basic Premium Enterprise
No No Yes Yes

INSTANT MESSENGER SUPPORT

You can communicate with your team members using any of the instant messenger available like GTalk, AIM, MSN, XMPP

Starter Basic Premium Enterprise
No No Yes Yes

OUR PLANS

$299/Month

STARTER

  • 24×7 Support Coverage

  • Quality Assurance

  • Helpdesk Support

  • Unlimited Servers

  • Same team works everyday

  • 5 Free Admin Hours

  • 5 tickets per day

  • L1 and L2 tickets only

  • L3 tickets will be escalated and solved in 12 hours

  • Guaranteed 30 Minute Response Time

  • 6 Hour Resolution Time

  • 7 Day Free Trial

Addon Plans

$399/Month

BASIC

  • 24×7 Support Coverage

  • Quality Assurance

  • Helpdesk Support

  • Unlimited Servers

  • Same team works everyday

  • 10 Free Admin Hours

  • 10 tickets per day

  • L1 and L2 tickets only

  • L3 tickets will be escalated and solved in 6 hours

  • Guaranteed 30 Minute Response Time

  • 6 Hour Resolution Time

  • 7 Day Free Trial

Addon Plans

$599/Month

PREMIUM

  • 24×7 Support Coverage

  • Quality Assurance

  • Helpdesk Support

  • Unlimited Servers

  • Initial Server Hardening

  • Same team works everyday

  • 15 Free Admin Hours

  • 15 tickets per day

  • 24×7 Server Monitoring ( 5 Minute Interval )

  • L1 and L2 tickets only

  • L3 tickets will be escalated and solved in 6 hours

  • Guaranteed 30 Minute Response Time

  • 4 Hour Resolution Time

  • 7 Day Free Trial

Addon Plans

$899/Month

ENTERPRISE

  • 24×7 Support Coverage

  • Quality Assurance

  • Helpdesk Support

  • Unlimited Servers

  • Initial Server Hardening

  • Same team works everyday

  • 20 Free Admin Hours

  • 20 tickets per day

  • 24×7 Server Monitoring ( 5 Minute Interval )

  • L1 and L2 tickets only

  • L3 tickets will be escalated and solved in 6 hours

  • Guaranteed 30 Minute Response Time

  • 4 Hour Resolution Time

  • 7 Day Free Trial

Addon Plans