Technical Support and Customer Care
Source South ensures you get the best results for your Consumer or Enterprise support outsourcing initiative. Technical Support requires the engineering and product knowledge to troubleshoot problems as well as the Customer Service acumen to represent your company to your customers.
At Source South we provide trained Technical Support Engineers on the Telephone, in Email, and Chat. Take a look at the Supported Technologies for the following industries:
- Web & Application Hosting
- ISP's
- Asterisk
- Enterprise Software Support
Hosting Support
| Characteristics | Level 1 Support |
| Customer Profile | The engineers providing Level 1 support should have ample customer interaction skills to understand the customer problem, often described in non-technical way, and be able to provide solutions in the same way. |
| Support Type Example | The issue typically involves account, pricing, setup, configuration, and connectivity. |
| Support Engineer Profile | The Support Engineer is a graduate with accomplished Customer Service Training with technical expertise in PC’s, Portable Devices, Networking, Protocols, and Web Technologies. |
| Resolution Profile | Typical issues are resolved by first-contact and require 10 minutes or less. |
| Performance Metrics | Key performance metrics include number of issues handled on a daily basis and average time taken. |
| Characteristics | Level 2 Support |
| Customer Profile | Technically savvy. Power User and Administrator in Systems, Databases, Networks, Protocols, Hardware, Control Panels, and an array of Applications. |
| Support Type Example | Relatively complex, layered application, OS, Network, infrastructure. Production issues that require in depth system trouble shooting. |
| Profile of Tech Support Engineer | Significant experience in system, application, logs and errors. Overall understanding of related patch levels, operating system, and environment. |
| Performance Metrics | Performance metrics are usually measured on a weekly basis, with emphasis placed on resolution time, professionalism, and quality of solution. |
| Level of technical interaction | Level 2 Support has system access. Issues would require phased troubleshooting approach. |
Phone Support
SourceSouth has perfected the delivery of Native U.S. English Phone Support with outsourced pricing. India based support providers have an increasingly complex multi-office model with Level 1 support in the United States, and Level 2 Support in India.
At SourceSouth we employ a single-office model so issues stay in the same place with engineers working together. If an issue needs to transfer from Tier 1 support to Tier 2 or Tier 3 support it doesn't have to leave the office and our dedicated engineers are working together on it, not separately.
All phone support includes:
• Lowest cost Native English phone support we guarantee it!
• All Pre-Sales as well as Technical Support queries handled
• Local Call-in number. Toll Free numbers are available too
• Higher quality support because our engineers are in a single location
• Free Trial and a no-charge period while we provide a full support transfer
Per Call Plans
Per Call Plan |
Per Call Price |
Monthly |
25 |
$5.00 |
$125 |
50 |
$4.50 |
$225 |
100 |
$4.00 |
$400 |
200+ |
$3.50 |
$700 |
The Setup process is hassle free and starts here!
Nights and Weekends Plan
Chat/ Help Desk Support
Email has become the primary means of customer interaction for most hosting companies. Live Online Chat-based Support has proven to be an incredibly fast, effective and cheap way for customers to interact with Technical and Customer Support. We will install the helpdesk application on your servers so you have complete control and access to your customer and customer tickets.
Per Ticket Plan |
Help Desk Installation & Setup |
Chat/ Help Desk |
25 |
$40 |
$4.00 |
50 |
$40 |
$3.75 |
100 |
$40 |
$3.50 |
200+ |
$40 |
$3.25 |
The Setup process is hassle free and starts here!
Let's Grow Together Plan:
For new hosting companies we will provide a 2 week free trial. From there, we'll charge only for the amount of Phone, Chat, and Helpdesk Support that is received.
Helpdesk Installation |
Setup |
Monthly Dial in Number |
Per Email/ Chat |
Per Call |
Let's Grow Together! |
Free |
Waived |
$25 |
$3.50 |
$4.50 |
|
