HelpDesk Technical Support - FAQ

How much is the lead-time once I enter an agreement with you?

We can start supporting your clients within 2-4 days normally, depending on the size and complexity of your support operations and policies. All we need to have is a bit of time to go through and learn the system, policies etc.

Are you familiar with popular HelpDesk softwares?
Our technicians are experienced in most of the commonly used Helpdesk softwares like
• Ubersmith
• Cereberus
• Kayako
• Perldesk
• RT etc

If you are using your own custom software, then that is fine as well since it won't be much difficult to familiarize the system. Alternatively, if you start support with ServerBees and do not have a HelpDesk software in place, then our Engineers can advise and set one up for you.

Is it possible for clients to see all tickets and your responses?
Yes, you can see all the responses by logging into the HelpDesk. You are welcome to review our service frequently and provide feedback so that we might work on any grey areas.

What guarantee can you provide regarding response/resolution time?
With our service model, we would adhere to respond to the tickets within 30 minutes and resolve 90 percent of the issues within 6 hours.

Do you provide chat support along email?
Yes, we do. Our service plans include chat support also in addition to the helpdesk email support. If you have the chat software installed on your server, then you are welcome to direct your end clients to us via chat. Our technicians will remain available on chat throughout.

Do you offer phone support?
Unfortunately, at this point of time we are not offering Phone support. However we do provide online chat support so that your customers can contact us any time via IM.

Is it possible for me to have a custom plan?
We have designed our support plans with an eye to cover almost all of the client requirements, but if you have anything specific, then please let us know in detail about that. We would offer you a modified plan customized according to your specific needs.

At times, Data Centers will need to be contacted in emergencies situations. Is this something that is included in your support packages?
Yes, we can do that upon authorization from you. Our support engineers will contact the data center to issue reboot requests whenever necessary.

Will I get the same technicians to work on my servers under the 24/7 Shared Support plan?
Under the 24/7 Shared Support plan, we assign a team of technicians to work for you. This means that you will get the same team every day in respective shifts.

Is your support restricted to hosting companies only?
No. Though hosting companies are our main client base, we do offer support for Data Centers, ISPs etc.

What is VPS?
A Virtual Private Server or VPS (also known as a virtual dedicated server, a VDS, or virtual server) is a method of partitioning one physical server into multiple servers. Each one of these servers has the appearance and capabilities (with it's own allocated resource) as it if were running it's own dedicated server. Each VPS can run its own full-fledged operating system, and each server can be independently rebooted. A virtual private server is the most economical way to get "guaranteed" resources for your web hosting environment.

Why should I consider VPS, when I can buy or lease a dedicated server?
VPS (Virtual Private Server) allows for better hardware utilization via lesser power utilization than a physical server. However, maintenance of VPS servers may be marginally expensive. It might be difficult to make backup of one arbitrary software. Security issues are more complex in VPS providers than in dedicated server providers.

There are two layers of security: both physical server security and VPS security. VPS monitoring might be more difficult than dedicated server monitoring. VPS requires more expensive drivers like multi-port network adapters and more physical connections than dedicated server. There are some more management problems since you will use more Ethernet cables and network equipment like switches.

VPS providers tend to need more IP addresses than dedicated providers. If you have only 100 physical computers with 20 VPS on each it is still 2000 IP addresses. Physical systems that have more VPSs might have very high number of packets per second (PPS) though network. It is difficult to manage large number of IP addresses, MAC addresses etc.

There are sometimes software licensing advantages when running VPS. Some software licenses are by number of physical processors or physical computers and therefore they are cheaper when you can divide its price by number of VPS on one physical computer.

VPS performance is better nowadays with overhead less than 5% using modern virtualization software like Virtuozzo. But, disk I/O performances might have bottlenecks due to more disk fragmentation. All in all, VPS technology should be selected after careful study of its advantages and disadvantages.

Which all control panels are supported by your engineers?
Our support technicians are familiar with most of the control panels used in the industry. This include cPanel, Ensim, Plesk, Helm, Hsphere, DirectAdmin, Webmin etc.

Do you offer a free trial?
Yes, we offer a trial period of 7 days. When you start the business with us, you can use the first week as a trial period to evaluate our services. Charges will be applicable only after the initial week.

Can I get the same people to work for me every day?
We can in fact offer such an arrangement if you wish. You will get the same engineers to work in each shift on all of their working days and a back-up staff on their weekly off days and any personal leaves. Under this plan, we would assign three main support engineers and three back-up engineers to cover 24/7 support requirements.

How is the payment handled?
We bill you on a monthly basis and payments are to be made in advance. Payments can be done directly to our bank account or initiated online by purchasing a plan. Payments through PayPal and credit cards are also accepted.

Please Contact Us for a quote.