| |
|
| |
|
| |
|
| |
|
| |
| We support Helm, Plesk, cPanel, Hosting Controller with any ticket system of your choice. We also specialize in Server Monitoring and Remote Server Administration for hosting companies, data centers and anyone looking to keep their server secure and online 24x7 - 365. |
|
|
 |
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. |
|
| |
|
|
 |
|
|
