CERTIFIED ENGINEERS GUARANTEED!

Let our Red Hat or Microsoft certified technicians take care of your customers and your servers.

Price includes:

• Technical Support - we provide prompt responses to your customers' questions;
• System Administration - our certified system administrators undertake server management and system administration tasks for you.

This plan is a good choice for data centers/NOCs and web hosts (or other companies) with advanced or extensive system administration needs.

Unbeatable Prices - We assign a team to work exclusively for you (one at a time) around the clock every day of the year.

** Premium-level technicians are more knowledgeable and experienced than Standard-level technicians. With the Premium-level service plan, Premium-level staff will be assigned to work exclusively for you on weekdays (6am Monday to 6am Saturday Indian Standard Time). However, on weekends, Standard-level technicians will cover your support.

 

PLAN INCLUSIONS

• Certified engineers answer every ticket
• Dedicated support - we provide a team of technicians to work exclusively for you (one at a time) around the clock during the week. On weekends, shared support is provided in order to keep our prices as low as possible, and keeping in mind the fact that support volume tends to be lower on the weekend. On weekends, generally one technician will service two clients concurrently.
• Unlimited tickets
• Unlimited domains per server
• 24/7 Coverage
• Unlimited live chats with your clients
• Basic System Administration
• Advanced System Administration
• Under 30-minute response time, under 4-hour resolution time
• Standard Technical Support
• Domain Registration Support
• Unlimited live chat support for you
• Emergency live chat support for you
• Non-emergency live chat support for you
• Email support for you
• Free Server Monitoring
• Emergency Outage Response
• Same technicians daily

 

Web Hosting Experts - Our experienced team of web hosting technicians will enthusiastically care for your customers and servers. Our team has extensive knowledge of web hosting software like cPanel, Plesk and DirectAdmin. As mentioned above, all technicians working for you under our 24/7 Web Host Technical Support plan will be either Red Hat or Microsoft certified (depending on your operating system).

Soft Skills Too - We understand the importance of delivering high quality customer service, and know that technical prowess is not all it takes to please your customers. We have carefully selected and developed our team with this in mind, and consistently deliver fluent, professional customer service.

Strong Infrastructure - Our team is based in a first-class information technology industry premises in India. We have a robust infrastructure including full back-up power, uninterruptable power supply, and redundant ISP connections. Due to our strong infrastructure, we have remained online continuously for over three years now.

 

TECHNICAL SUPPORT COVERAGE

The following list is not exhaustive but is included here to give you an idea of the kinds of issues our staff can attend to.

Website Publishing

• Uploading and access problems
• File system and file naming issues
• File permissions and ownership
• FrontPage publishing problems

Web Server

• Virtual host configuration issues
• Secure server (SSL) access and use
• Server side includes (SSI)
• Using .htaccess files to override default configuration
• Log file interpretation
• Understanding reports from common statistical programs
• Supported software includes: Apache, Xitami, Zeus, mod_ssl, Apache-SSL and others

Email

• Mail sending and receiving problems
• Interpreting mail logs
• Autoresponders, aliases and redirects
• Common mail software setup (e.g. Outlook)
• Anti-spam and anti-virus measures
• Mail blocking and filtering
• SMTP authentication
• Supported mail systems include: Sendmail, Qmail, Exim, Postfix, Procmail, Clam AV, MIMEDefang, SpamAssassin

Control Panels

• Control panel access issues
• Problems with using your control panel

Security and Passwords

• Troubleshooting login problems
• Resetting client passwords
• Using an existing firewall to block IP addresses
• Hosts.deny blocking
• Using .htaccess/.htpasswd to password protect and block access to directories
• Denial of Service (DoS) procedures
• Account order screening
• Interpreting log files

DNS and Domain Names

• Zone file modification (for MX and A records etc)
• Domain parking issues
• Testing domain name resolution

FTP and Other Data Transfer Issues

• Connecting to your server with FTP software
• Troubleshooting FTP connection problems
• Interpreting FTP transfer logs

eCommerce

• Secure server (SSL) access and use
• GPG key setup and basic encryption/decryption
• Basic support for problems your customers have using your shopping cart software, if you provide appropriate FAQ/documentation
• Advising customers how to accept credit card payments online

Microsoft FrontPage

• Installation and re-installation of FrontPage server extensions
• FrontPage publishing and access problems (server-side issues)
• FrontPage extension corruption issues
• FrontPage and .htaccess conflict issues

General Programming/Scripting Issues

• CGI script execution problems
• Execution problems for Perl, PHP, and ASP scripts (but not debugging)
• Basic support for installing and using common CGI scripts - e.g. FormMail, Guestbook etc
• Use of CGI wrapppers such as suExec and CGIWrap
• Determining what features are supported - such as Perl modules, PHP features, system utilities etc

Database Issues

• Connection problems
• Privilege problems
• Repairing corrupt tables

Linux and Unix

• Shell access (SSH and Telnet)
• User and group quota problems
• File permissions and ownership (chmod and chown)
• File/directory locations
• Common commands and tools
• Restarting Services (e.g. Web Server)

SYSTEM ADMINISTRATION COVERAGE

Your assigned technicians can carry out a wide range of technical support and system administration tasks such as:

• Installing and configuring system software;
• Upgrading software between major and minor versions;
• Tweaking software and system configurations;
• Using control panel software to make system changes;
• Tracking issues through log files;
• Finding the cause of load problems;
• Installing secure (SSL) certificates;
• Restarting services;
• Performance tuning;
• System hardening and hack prevention and cure;
• Spam prevention and cure;
• Updating firewall rules;
• Custom kernel compilations;
• Analyzing system problems and recommending solutions;
• Standard site migrations;
• Conducting security audits;
• And so on.

 

14-Day Money Back Guarantee - We have a reputation for quality and professionalism so we are confident that you will be delighted with our service. For your peace of mind though, we provide a 14-day money-back guarantee under which, if you are not completely satisfied with our service, you can cancel within the first 14 days of the first month and we will refund the unused proportion of your fees in full.