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In my last blog update, I have explained the options of hosting support available for a hosting company owner. Outsourced support seems to be a viable option for the start ups/SMBs. Outsourced support reduces your daily technical overheads and rather allows you to concentrate on promotion, sales etc. They reply to our hosting clients via our helpdesk without the client being aware that the support is outsourced. Today, I will share the most common choice available in outsourced support.
Shared Team & Dedicated Team.
Shared Team: These techs also called as semi dedicated team are part of a shared team where a pool of 3-10 small to medium sized clients are assigned and are the cost effective way to provide high quality support 24/7 to end users without spending huge amount of money. Shared Team pricing are nominal in comparison with dedicated team. The guaranteed response time to Tickets is normally in the range of 1 to 1.5 hours and resolution of up to 8 hours.
This team is meant for handling the help desk and emergency issues. Administration tasks in this team are handled during weekends according to scheduled action plan. The team monitors the client servers from a default monitoring systems depending on the alerts reaching them. Level 3 issues are escalated to the escalation engineer or the shift admin for effective handling.
Dedicated Support Team:These techs are directly hired by the hosting company and the tech works only for the client assigned. The tech manages and schedules all administration tasks for the client company everyday and handles the help desk as well. . They basically work as if a staff employed by you yourself, not shared with anybody else. They can do significantly more than what traditional shared technicians can offer. The Response time is normally 15-30 minutes and resolution as early as 2 hours.
Dedicated Tech can handle Live chat Support and available via chat messengers to the hosting company. Medium to Large hosting companies hire anywhere between 2 to 5 dedicated techs per shift depending on the ticket inflow. Being highly experienced and qualified techs, they are priced highly compared to shared team and can manage and resolve a large number of support issues in their shift.
Now that we know the difference between Shared and Dedicated Team, There are quite many options available like Per ticket support, Nightly Support, Unlimited Ticket Support, Live chat Support etc which I will be covering in detail in my forthcoming updates.
A few Outsourced Hosting Support team I can recommend is SupportLobby , Bobcares.com whom I have tried before.
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