SHARED SUPPORT TEAM

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.

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.

Your customers can enjoy 24×7 helpdesk support.

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

Each plan includes a ticket limit tailored to your needs. This limit considers only the number of resolved tickets, regardless of the number of responses involved, as long as each ticket addresses a single issue and reaches a resolution.

We will ensure that all your Level-1, Level-2 and Level-3 tickets are taken care of promptly

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

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

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

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

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.

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.

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