Touch Support provides 24/7/365 fully branded
technical support for web hosting companies looking to outsource their
end-user support to the industry's best professionals with a guaranteed
response time. Our team currently specializes in:
- Linux:RedHat, RHEL, CentOS,
Fedora
- BSD: FreeBSD
- Windows: Server 2000, Server 2003 and Server 2008
- Control Panels: cPanel / WHM and Parallels Plesk
Our team provides Level 1 and Level 2 support via your helpdesk's
online system 24 hours per day, 7 days per week. Level 3 support issues
can be escalated to your administration team, or to ours, if we are
providing your server's administration services.
All support services we provide can be broken down into the three
levels of support described below. Fully Branded Support encompasses
Level 1 and Level 2 support by default. If you have purchased an
Enterprise or above administration package for every server you have
that houses hosting accounts, you are eligible for Level 3 technical
support as well.
Level 1:
No server or control panel login required. Level 1 covers most
technical sales related questions in addition to company policy
questions, email client configuration, and general web publishing
questions. Level 1 technicians are the front-line of support, routing
more complex queries to the correct department in the helpdesk, or
escalating to Level 2 if the issue is a more complex technical problem.
Level 2:
Account and/or server login required. Level 2 covers general support
operations including password resets, domain level DNS configuration,
domain level Apache configuration, most FrontPage related issues,
.htaccess/.htpasswd issues, in-depth email issues, and many more
requests of this nature that typically focus on a single account. Note
that we do not generally provide scripting or programming assistance
for end-users.
Level 3:
Server login required. Level 3 issues generally affect the entire
server or have to do with software package malfunctions, server
performance, and/or server security. Note that Level 3 covers all
support issues not covered by Levels 1 and 2.
For more information on packages and pricing,
please click here.
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