FAQ
> Services
& Plans
1)
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. Either way ACT support will
solve the queries for your customers.
2)
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.
3)
What is Sales Support?
ACT Support can assist you in your Sales 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 sales issues. All
we require is your sales and marketing details.
4)
What is Dedicated Support ?We
offer Customer Technical Support, Server Administration and
Sales Support all in one single package called Dedicated Support.
5) Can I avail the services of Amulya under my business name
?
Yes, Very much! Amulya offers support under you business
name until and otherwise you do not want it.
6)
What are the plans available for Customer Technical Support?We
have Per Ticket, Per Domain 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.
7)
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.
8) If my customer post a ticket that involves a server administration,
how does ACT Support 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.
9)
Do I get free Server monitoring with Customer Technical Support
Plans?
No,
it is available free only with Server administration plans.
10)
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.
11) How does ACT Support take care of my Sales ?
As
of now, we offer sales support on a 24 / 7 basis. Once you
provide us with the necessary Sales details, we will right
away start Marketing your Services.
12) Do I get free live chat support?
One
of the interesting things about our Service is free live chat
support for server administration. In this way you can converse
with our technical team online and get immediate response
from our support engineers. For Customer Technical Support
& Sales Support, Live chat support is offered at an additional
cost.
13) What is the response time and resolution time for my
/ my customers' queries to ACT Support?
a)
For Customer Technical Support( that includes email or ticket
system only) , the average response time is 30 minutes 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.
14)
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 - Sales & Technical support, then we
can give you the most affordable and best solution possible.
|
SERVICES
