What is Customer Technical Support?

Support concerning the technical queries of your customers is Customer Technical Support or Customer Support. A support ticket is a query filled by your customer through the online ticket system available in your site. If you don't have a ticket system, customers can just send an email explaining their problem. Technicians here will answer to that ticket/email.

What is Server monitoring and Administration?

Server monitoring is monitoring your server's performance, traffic, disk space, services running and much more. Server administration involves backup and restore, installation of software and scripts, resolving a problem, bug trapping, restarting services if any of them goes down and much more. You can get server administration support for as low as 1 hour per day to 24 hours a day.

What is Sales Support?

Amulya can assist you in your presales and Marketing with customers and reduce your costs for that activity. We respond to your email or live chat with your customers 24 hours a day related to any of your customers sales enquiries.. All we require is your sales and marketing details.

What is Dedicated Support?

This is when you have one single tech working only on your account /dedicated to your account. Dedicated support comes handy when you need a tech specialize in your policies and procedures and be able to do any of the tasks that you assign to him or her

Can I avail the services of Amulya under my business name?

Yes, Very much! Amulya offers support under your business name until and otherwise you do not want it.

What are the plans available for Customer Technical Support?

We have Per Ticket and Per Server Plans, which you can use for 24 hours, 12 hours or 8 hours of your choice. Before choosing a plan, we kindly advise you to go through each plan in detail and the services covered under them. Click here to take a look at our helpdesk plans

What are the issues handled under Customer Technical Support?

Under Customer Technical Support we handle issues like hosting domains, enabling web users, mail settings, account creation, adding a new domain/ sub domain, Control panel/FTP password reset, Mail related issues (Pop3, smtp, webmail), Web statistics support, FrontPage/database troubleshooting, Protected directories (SSL. Non-SSL), Web user accounts creation, Check disk quota, Protecting web sites (.htaccess) Traffic limit and many more.

If my customer posts a ticket that involves a server administration task, how does ACTSupport handle the ticket?

If you have subscribed for Customer Technical Support plan and if your customer posts a ticket that involves Server administration, we will intimate you on the problem and upon your consent, we will work towards resolving the issue. During situations of emergency, we will inform the NOC provided we are given the access and rights. The Server administration tasks will be done at an additional cost.

Do I get free Server monitoring with Customer Technical Support Plans?

No, it is available free only with Server administration plans.

What are the plans available for Server administration and what are the issues handled under Server Administration plans?

We offer Monthly and Hourly plans for Server Administration. The issues handled are as follows

Linux support: Performance tuning of Linux servers, Automated tasks (Cronjob), Network/Bandwidth monitoring (MRTG), Software installation, Server monitoring (Uptime/downtime), Manual Backup/Restore of server and websites, Administration of MySQL database server, Setting up of Apache with SSL support,Setting up Mailserver(Sendmail,Qmail,Exim,PostFix), Setting up DNS, Installation and Configuration of various log file analysers (AwStats,Webalizer..), Implementing Firewalls using IPCHAINS and IPTABLES and many more.

Windows 2000 Support: Configuring and trouble shooting IIS, Configuring and trouble shooting Exchange Server, Configuring and trouble shooting Windows Proxy 2.0 and Internet Security and Acceleration Server, Remote installation of softwares.

Configuring DNS, DHCP Servers, Managing Users, Backup/Restore using 3rd party tools Configuring and Installing MySQL.

How do I communicate with the team for instructions on server admin tasks?

We offer our clients free live chat support for server administration tasks. In this way you can converse with our technical team online and get immediate response from our support engineers.

What is the response time and resolution time you offer?
a) For Customer Technical Support (that includes email or ticket system only), the average response time is 1 hour and average resolution time is 5 hours.
b) For Server Administration, response is immediate via online live chat and resolution depends on the complexity of the issue.
c) For sales support, response time is one hour.

Does ACT provide Telephone Support?

ACT has successfully launched its VOIP based Phone Support Services from January’ 2004. If you are a company looking for Phone Support for Sales, Technical and Billing then we can give you the most affordable solution.

What is the maximum length on a call?
It is unlimited as along as the client doesn’t have any specifics on AHT (Average Handle Time). A call will go as long as it takes to resolve a level one issue, escalate others or determine call back, unless the caller chooses to end it himself

What is the pickup time of a call?
If the line is free, the calls will be picked up with in 3 rings

What if there is call when all the agents are on a call?
The caller then can leave a voice message. The Agent regularly follows-up voice messages and does callbacks.

Will I receive a report of the calls handled?
IF required and intimated, from then on we can send you daily, weekly and monthly report of the calls handled along with the status of the same.

If you are not able to solve an issue through phone, what do you do?
If we are given access to the helpdesk, we will open a ticket on behalf of the customer for the next level of support to handle them or request the customer to post a ticket.