|
How We Do IT? |
|
Hosting Support Guru's support services are structured around a
successful Help Desk model developed and constantly refined over years of providing
remote support and troubleshooting. As with all effective Help Desks,our Technical
Response Center is custom software powered and knowledge driven. Our sophisticated
Help Desk application software ensures that support personnel can track the progress
of jobs from initialization to closeout. When a trouble ticket is closed, a full
report of all services performed is generated and automatically added to our internal
knowledgebase. |
|
Service Delivery Model |
 |
Once you sign up, we will send you a preliminary inventory sheet. This sheet needs
to be filled up and sent back to us which contains all the hardware, software, support
logins, data center details, etc. This sheet helps us to keep all the information
handy with us to ensure prompt support. |
|
|
Based on the plan that you have signed up for, a team is identified by the IT Operations
Manager and assigned to your company. You company policies and procedures are shared
with this team so that they know and understand your business model.
|
|
|
If you have choosen Server Administration, a preliminary audit is made by the Systems
Engineers and a report is generated with current loopholes, security fixes, resource
usage and recommendations are made based on the results.
|
|
|
Support desk logins are created for each team member. The logins are not shared
between the team to ensure easy accountability of the responses and tasks performed. |
|
|
Any ticket received on your support desk is answered by the Level 1 executive and
closed if the issue is resolved. If the issue needs the attention of a Level 2 or
Level 3 engineer, the ticket is escalated to the concerned person after the initial
response.
|
|
|
A Level 2 or Level 3 engineer will handle the ticket if Level 2 or Level 3 support
is handled by us. If the issue requires a server-wide change, the same is planned
and a time for the change is put up on the general announcement page. Once the task
is complete, the announcement is once again updated and the change is documented
in our internal systems.
|
|
|
 |
|