In addition
to our regular line up of support / administration
services for the web hosting industry, we provide
service to several clients in the software industry.
Our services typically include helpdesk (front
line or Level 1 support) and phone support, though
we are always interested in working with our clients
to create the service suite that best suits their
support requirements.
All of our support solutions are fully branded
and available 24 hours per day, 7 days per week.
Our team can be trained to handle any number of
software related technical support requests for
your application as well as become an integral
part of the bug and enhancement tracking process.
Imagine focusing entirely on developing and perfecting
your business and applications!
Helpdesk / Email
/ Ticket & Phone Support Options
We offer two basic support types for software
makers: Helpdesk and Phone Support.
 HelpDesk Support options |
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Subscription
Fee: There is a $44.95 per
month subscription fee to cover administrative
expenses and licensing costs. This includes
an unlimited Kayako eSupport license
as well as one (1) ::Reaction:: server
monitoring package.
Co-Requisite Plans: None
Helpdesk: eSupport
v2 or v3 - Flexible depending on the
situation
Monthly Minimum: $3,000.00
(may include all support types, e.g.
Phone Support)
Per-Ticket Rate: $6.00
to $15.00 per ticket, depending on average
issue complexity. |
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| Phone Support options |
|
Subscription
Fee: There is a $44.95 per
month subscription fee to cover administrative
expenses and licensing costs. This includes
an unlimited Kayako eSupport license
as well as one (1) ::Reaction:: server
monitoring package.
Co-Requisite Plans: HelpDesk Support (on some level)
Phone System: Flexible,
local DID or trunk provided. IAX/SIP
handoffs possible based on volume.
Monthly Minimum: $3,000.00
(may include all support types, e.g.
HelpDesk Support)
Per-Minute Rate: $0.75
to $1.00 per minute, depending on average
issue complexity.
Additional Fees: $25
monthly DID fee - Local DID (Low call
volume) |
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Dedicated Staffing is available,
though cost and lead time are largely dependent
on the skillset required for all dedicated technicians
and the hours of coverage required.
As each client will certainly bring along a new
set of challenges, please contact
us for more information about what
Touch Support can do for your organization!
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