Help Desk Support Plans

Per Ticket Plan	No. of Tickets	LeveL	Pricing
	50 tickets	L1/L2	$170
	50-250 tickets	L1/L2	$3.2/ticket
	250-500 tickets	L1/L2	$3/ticket
	above 500 tickets	L1/L2	$2.8/ticket
	Description › Min 50 ticket / month › 100% upfront payment › No carry forward › 24/7 shared support, covers level 1/2 technical, presales & billing issues Best fit for › Startup or small sized business. › Less and / or inconsistent flow of tickets › First time client or a first time outsourcer

Per Instance Plan	No. of instances	Level	Pricing
	100 instances	L1/L2	$340
	100-250 instances	L1/L2	$3.2/instance
	250-500 instances	L1/L2	$3/instance
	above 500 instances	L1/L2	$2.8/instance
	Description › 100% Upfront payment › No carry forward › Min 100 instances/month.An instance can be a ticket/chat/ phone › 24/7 shared support, covers level 1/2 technical, presales & billing issues
	Best fit for › Less and/ or inconsistent flow of tickets › First time client or a first time outsourcer › When customers prefer all modes/channels of contact

Per Server Plan	No. of tickets/instances/servers	Level	Pricing
	1-4 servers	L1/L2	$200/server
	5-10 servers	L1/L2	$175/server
	above 10 servers	L1/L2	$160/server
	Description › Unlimited tickets, max 500 domains/server. › $40 per block of 100 additional domain 24/7 shared ticket support . › Covers level 1/2 technical, presales and billing tickets. › Support can be offered over phone & chat at an additional minimal setup cost
	Best fit for › When there are more number of domains per server › There is a constant flow of tickets

Per Tech Shared Plan	No. of tickets/instances/servers
	Unlimited	L1	$240/tech
	Unlimited	L2	$320/tech
	Description › Shared support where a tech will also work on other clients simultaneously. › Support can be offered over phone and chat for L1 issues at an additional minimal setup cost. › Each tech works 8 hours a day and 5 days a week
	Best fit for › Consistent flow of less/medium number of tickets in a particular time slot › Process is simple and common and doesn’t require much customization › Not very urgent issues or tasks

Per Tech Semi Dedicated Plan	No of tickets/instances/servers	Levels	Pricing
	Unlimited	L1	$480/tech
	Unlimited	L2	$640/tech
	Unlimited	L3	$800/tech
	Description › Semi dedicated account where the tech will work on two accounts simultaneously. › Support can be offered over phone and chat for level 1 issues at an additonal minimal setup cost. › L3 Tech also does server management under L3 category. › Each tech works 8 hours a day and 5 days a week
	Best fit for › Consistent flow of less/medium number of tickets in a particular time slot › Process needs little bit of customisation › Not very urgents issues or tasks

Per Tech Dedicated Plan	No of tickets/instances/servers	Levels	Pricing
	Unlimited	L1	$960/tech
	Unlimited	L2	$1280/tech
	Unlimited	L3	$1600/tech
	Description › Dedicated tech works only on one client account at a given time. › Support can be offered over phone and chat for L1 issues at an additional minimal setup cost. › L3 Tech also does server management under L3 category. › Each tech works 8 hours a day and 5 days a week
	Best fit for › Consistent flow of good volume of support requests › Process needs high level of customisation › Good number of support requests that need immediate attention

Note: Please refer sample contract for terms and conditions. Applicable to all plans w.r.t levels and metrics. Per tech plan is for a 8 hrs, 5 day schedule with one tech handling support requests that fall within that 8 hr slot. Response time = 1 hour and resolution time is 5 hours for tickets

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