We provide
technical support for web hosting companies looking
to outsource their end-user support operations.
Our support team currently specializes in:
- Linux: RedHat, RHEL, CentOS,
Fedora
- BSD: FreeBSD
- Windows: Server 2000, Server
2003
- Control Panels: cPanel, Plesk,
Helm
All of our support solutions are fully branded and
available 24 hours per day, 7 days per week. All
support services encompass Level 1 support (defined
as no server login required) and Level 2 support
(server login required, technician-level services
performed, generally localized to one user account);
Level 3 support issues will be escalated to your
administration team unless we are also providing
server administration services for all of your shared
hosting servers.
Helpdesk / Email
/ Ticket Support Options
We offer two basic helpdesk support options: per-Ticket
and per-Domain. Both offer the same support expertise,
however, billing and requirements differ based
on which plan you choose.
 Per-Ticket Support options |
|
Subscription
Fee: There is a $44.95 per
month subscription fee to cover administrative
expenses and licensing costs on per-Ticket
plans. 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
Monthly
Minimum: $300.00. All services
can be included to meet the monthly
minimum, including all licensing, monitoring,
administration, or backup plans. |
|
Tickets are purchased on a monthly basis. A ticket
is defined as containing a response from a Touch
Support staff member. Please note that while a ticket
with one response from our team is counted as one
complete ticket (this includes escalated tickets),
a ticket with 20 responses from our team is also
counted as one complete ticket.
The chart below describes volume pricing levels;
You may purchase any number of monthly support tickets
provided that all services purchased meet our monthly
minimum.
| Pricing
Schedule |
Linux/BSD |
Windows |
| 100
Tickets |
$4.25
per Ticket |
$4.25
per Ticket |
| 250 Tickets |
$4.00 per
Ticket |
$4.00 per
Ticket |
| 500
Tickets |
$3.75
per Ticket |
$3.75
per Ticket |
| 1000+ Tickets |
$3.50 per
Ticket |
$3.50 per
Ticket |
| REQUEST
QUOTE |
| Per-Domain Support options |
|
Subscription
Fee: None
Co-Requisite Plans: None
Helpdesk: eSupport
v2 or v3 - License Included Free
Monthly Minimum: None |
|
In order for us to perform support services
on a per-domain schedule, you must choose packages
that account for all hosted domains when placing
your order. (Please note Add-on and subdomains
are not counted, though all reseller/resold domains
are counted as resellers certainly contact support
more frequently than their shared account counterparts).
| Pricing
Schedule |
Linux/BSD |
Windows |
| up
to 75 Domains |
$59.95 |
not
available |
| Additional
Domains |
$0.79/Domain
(blocks of 25 domains) |
not
available |
| Resold
Domains |
$0.45/Domain
(blocks of 25 domains) |
not
available |
| ORDER
ONLINE |
VPS
Support options
All VPS accounts must have a control panel installed
in order for us to support them. You must also
provide (and update) information on each VPS master
server, including access information, IP(s), and
hostnames. We will only provide VPS support in
tandem with a regular per-ticket support package
(rates listed above). For VPS administration (including
Level 3 support) rates please visit our vps management
page.
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