- Other Services

By: Serversitters  09-12-2011
Keywords: Technical Support, Billing, Server Monitoring

  Only looking for specific support solutions? Build your own support package here to suit your specific needs. You may pre-purchase blocks of tickets, chats and/or phone minutes to receive discounted rates. Each month your account renews at the package price for the number of incidents in your support block. Overage is billed at standard rates. Helpdesk SupportThe foundation of our support services to you is our tier 1 technical support provided via helpdesk. Our tier 1 administrators can take on the burden of supporting your customers, freeing up your time for other tasks.
Ticket BlockBase Rate
Tickets$4.25 per ticket
500 tickets +Please call for pricing

Live Chat ServiceChats can be used for all levels of support and can run 24/7 or during specific times of day, as you choose. We can provide you with the necessary software and customize it for your individual needs.
Chat BlockBase Rate
Chats$4.25 per chat
500 chats +Please call for pricing

Phone SupportPhone support adds that "human touch" to your support services. Many times the ability to speak directly with someone regarding an issue can mean all the difference in keeping a customer or bringing in new business. Our friendly, 100% North Amercian phone support staff can make that difference for you.
MinutesBase Pricing
Minutes$0.60 per minute
2000 minutes +Please call for pricing

Phone support without a tier 1 support contract is billed at a flat rate of $0.75 per minute. Please to enquire about volume discounts. Server MonitoringOur Server Monitoring service allows us to keep a close eye on your hosting servers. We can minimize downtime and identify areas of need quickly and correct them efficiently. If you have a Tier 1 Support package with us, the cost is only $20 per month per server! Server Monitoring only pricing:
1 - 10 Servers$50 per month per server
11 - 20 Servers$45 per month per server
21+ Servers$40 per month per server

Tier 2 SupportWhile Our Tier 1 support encompasses nearly all of the Tier 1 and 2 of other Support companies, some items are still classified as billable work. If you have a custom job that needs doing we can help you schedule the time and staff to make major corrections, migrate your clients to new hosting platforms, or upgrade modules and components. Please contact your Account Manager or our Sales team to discuss the costs of particular jobs.
  • Flat Rate Tier 2 Billable work - $75 per hour of work
  • Free Quotes and Estimates on Billable Work

Phone SupportYes! We do have phone support for hosting companies. You can have a toll free number or direct dial number so customers can call for support. Our state of the art digital phone system can manage a queue of over 500 waiting customers. (We never want to have 500 waiting customers, but the switch can handle them). Billing SupportHave our billing support department take care of your billing email, chat, and voice support questions, including:
  • Escalated billing tickets
  • Cancellations
  • Domain registration administration
  • Payment gateway administration
  • Refund management
  • Billing telephone calls
Additional billing add-on services include: Collections, customer retention services, custom jobs, manual order processing, and fraud patrol (human Fraud Verification service).Administrative ServicesIn order to ensure that you are receiving the highest possible level of support, there is always a supervisor on duty to provide a point of contact between your and ServerSitters. In addition, Quality Assurance Specialists will monitor staff to confirm that pre-determined standards of service are being consistently met. Chat or VoIP SupportHave VoIP (voice over IP) and text chat support for your website, so customers can talk with a support person live if they are on the Internet.

The information in this article was current at 06 Dec 2011

Keywords: Billing, Server Monitoring, Technical Support