| Posted by elektrica, 01-02-2008, 11:45 AM | | I've tried ActSupport, I've tried TouchSupport (couldn't work out a plan for me), I've tried seeksadmin (refunded me and royally screwed me), now im using bobcares.
While BobCares is satisfactory, they often do not reply properly, or do the job properly. We currently resell dedicated servers from several companies. I am wondering if there are any "high end" outsource support companies out there? Where is my best bet for quality?
Thanks
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| Posted by chakky, 01-02-2008, 03:40 PM | | Elektrica, please pm me your company name or give me your email address.
Let me see if we can iron out the issues you seem to face with us and if we can sort it...
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| Posted by elektrica, 01-03-2008, 06:12 PM | | Hi, I pm'ed you
Thanks
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| Posted by jdlitson, 02-13-2008, 01:43 AM | | Hi elektrica,
I am seriously thinking about giving SeeksAdmin a try for there L1/L2 help desk. Would you mind giving some details about why you don't use them any more?
Thanks for your time and help.
Jason
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| Posted by mrzippy, 02-13-2008, 03:17 AM | | www.supportpro.com has worked out well for some of our support needs. It takes a bit of time for them to "learn" our certain systems, but now they are providing consistant quality.
(We use them as backup support helpdesk for one of our brands. If our helpdesk does not see a response within 15 minutes from our own internal staff -- for whatever reason -- then it gets fired of to supportpro for response.)
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| Posted by jdlitson, 02-13-2008, 02:30 PM | | Thanks mrzippy. I was not aware of supportpro.com When you forward your tickets to supportpro; is that an automated task, or is it done manually. It would be nice to have this automated, so I could answer my self when not busy doing other things. If automated what ticket system are you using?
Thanks for your time and help.
Jason
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| Posted by mrzippy, 02-13-2008, 03:32 PM | | Yes, it is an automated system. We're using the old free version of perldesk, and it's a hack that was done for us a long time ago.
Basically, a cron job runs and checks all open tickets for responses. If there is an open ticket older then 15 minutes without a response, then it is forwarded to supporpro.
(ie: This means that something has happened to our normal helpdesk person who is supposed to be on shift. Maybe they did not show up for work, or went to bathroom and fell, or out for smoke and hit by lightning, or whatever... The point is that we have an SLA of 30 minute response time with our customers for this certain hosting brand, and so we use supportpro as a backup to our own helpdesk staff.)
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| Posted by jdlitson, 02-14-2008, 01:03 AM | | mrzippy,
I looked at Kayako since my billing system, WHMCS now has the ability to integrate with Kayako. Kayako has an escalation feature which should work for my needs. I may hold off on buying Kayako; since I don't get so many support requests. I have installed perldesk for one of my clients and it's nice but my customers are already used to a single login for billing and support. Thanks again -Jason
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| Posted by Soskel34, 02-14-2008, 04:48 PM | | what about cliffsupport?
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