Talk'n'Tickets: Outsourced phone and ticket support for web hosts.

DEDICATED SUPPORT BY CERTIFIED ENGINEERS

Let our Red Hat® or Microsoft® certified technicians take care of your customers and your servers.

Plans and Prices
Plan Name	Setup Fee (US$)	Price Per Month (US$)	Order
24/7 Dedicated Support - Standard	$199	$1999
24/7 Dedicated Support - Premium**	$199	$2899

** Premium-level technicians are more knowledgeable and experienced than Standard-level technicians. With the Premium-level service plan, Premium-level staff will be assigned to work exclusively for you on weekdays (6am Monday to 6am Saturday Indian Standard Time). However, on weekends, Standard-level technicians will cover your support.

PLAN INCLUSIONS

Certified engineers - guaranteed!
All staff assigned to you will be either Red Hat® certified (RHCEs) or Microsoft® certified (MCSEs/MCSAs).
Dedicated support
We provide a team of technicians to work exclusively for you (one at a time) around the clock during the week. On weekends, shared support is provided in order to keep our prices as low as possible, and keeping in mind the fact that support volume tends to be lower on the weekend. On weekends, generally one technician will service two clients concurrently.
Unlimited tickets
There is no limit on the number of tickets your assigned staff can handle. Naturally since only one member of staff is on duty for you at any one time, then the fewer the tickets you have, the faster the response time would be.
Unlimited domains
There is no limit on the number of domains you can have on your servers.
24/7 Coverage
We provide ongoing coverage around the clock every day of the year. Each 24-hour period is covered by three different staff who work eight hours each (including a 30-minute meal break).
Unlimited live chats
Apart from attending to your clients' queries via your ticket system, your assigned technicians can also provide technical support to your customers via live chat on your website.
Unlimited system administration
Your assigned technicians can carry out a wide range of server management tasks. Further details are provided below.
Fast response time
Your assigned technicians will aim to answer tickets as soon as those tickets are lodged. Since you have one technician on duty at a time, if multiple tickets are open simultaneously then the technician will not be able to attend to all of them immediately, but will work hard to answer all clients as promptly as possible.
Emergency outage response
You can provide escalation procedures to your assigned technicians which they can follow in the event of an outage. For example, your technicians can lodge a ticket with your data center and pursue the issue with the data center until the server is back online.
Same technicians daily
We understand the need for stable staffing and provide a small team of technicians to provide service to you and your clients on an ongoing basis. Naturally staff changes can occur from time to time.

Please note that phone support is not included in our 24/7 Dedicated Support plan. If you require phone support please refer to our Shared Technical Support plans.

TECHNICAL SUPPORT COVERAGE

The following list is not exhaustive but is included here to give you an idea of the kinds of issues our staff can attend to.

Control Panels

cPanel/WHM
Plesk
Helm
DirectAdmin
Ensim
H-Sphere
Proprietary control panels

Website Publishing

Uploading and access problems
File system and file naming issues
File permissions and ownership
FrontPage publishing problems

Web Server

Virtual host configuration issues
Secure server (SSL) access and use
Server side includes (SSI)
Using .htaccess files to override default configuration
Log file interpretation
Understanding reports from common statistical programs
Supported software includes: Apache, Xitami, Zeus, mod_ssl, Apache-SSL and others

Email

Mail sending and receiving problems
Interpreting mail logs
Autoresponders, aliases and redirects
Common mail software setup (e.g. Outlook)
Anti-spam and anti-virus measures
Mail blocking and filtering
SMTP authentication
Supported mail systems include: Sendmail, Qmail, Exim, Postfix, Procmail, Clam AV, MIMEDefang, SpamAssassin

Security and Passwords

Troubleshooting login problems
Resetting client passwords
Using an existing firewall to block IP addresses
Hosts.deny blocking
Using .htaccess/.htpasswd to password protect and block access to directories
Denial of Service (DoS) procedures
Account order screening
Interpreting log files

DNS and Domain Names

Zone file modification (for MX and A records etc)
Domain parking issues
Testing domain name resolution

FTP and Other Data Transfer Issues

Connecting to your server with FTP software
Troubleshooting FTP connection problems
Interpreting FTP transfer logs

eCommerce

Secure server (SSL) access and use
GPG key setup and basic encryption/decryption
Basic support for problems your customers have using your shopping cart software, if you provide appropriate FAQ/documentation
Advising customers how to accept credit card payments online

Microsoft FrontPage

Installation and re-installation of FrontPage server extensions
FrontPage publishing and access problems (server-side issues)
FrontPage extension corruption issues
FrontPage and .htaccess conflict issues

General Programming/Scripting Issues

CGI script execution problems
Execution problems for Perl, PHP, and ASP scripts (but not debugging)
Basic support for installing and using common CGI scripts - e.g. FormMail, Guestbook etc
Use of CGI wrapppers such as suExec and CGIWrap
Determining what features are supported - such as Perl modules, PHP features, system utilities etc

Database Issues

Connection problems
Privilege problems
Repairing corrupt tables

Linux and Unix

Shell access (SSH and Telnet)
User and group quota problems
File permissions and ownership (chmod and chown)
File/directory locations
Common commands and tools
Restarting Services (e.g. Web Server)

SYSTEM ADMINISTRATION COVERAGE

Your assigned technicians can carry out a wide range of technical support and system administration tasks such as:

Installing and configuring system software;
Upgrading software between major and minor versions;
Tweaking software and system configurations;
Using control panel software to make system changes;
Tracking issues through log files;
Finding the cause of load problems;
Installing secure (SSL) certificates;
Restarting services;
Performance tuning;
System hardening and hack prevention and cure;
Spam prevention and cure;
Updating firewall rules;
Custom kernel compilations;
Analyzing system problems and recommending solutions;
Standard site migrations;
Conducting security audits;
And so on.

WHY US?

Here are some good reasons to choose Talk'n'Tickets for your outsourced support needs:

Unbeatable prices. We encourage you to shop around and we are confident that you will conclude that the value for money we provide is not available elsewhere - we provide an unmatched blend of high quality and low prices.
Over 200 staff and growing. We have achieved exceptional growth levels since we opened in 2003 by providing a high quality, reliable service to a growing list of clients.
Technical support tickets are handled by certified technicians in India.
Located in first-class IT locations with robust and reliable infrastructure including uninterruptable power supply, full backup power, certified structured networks, and redundant ISP connections through multiple providers.
A solid record of planning and reliability. From Day One we have been focused on building a strong infrastructure to enable our company to expand rapidly without our level of service diminishing.
We have a comprehensive control panel (customer center) to ensure that our service to you is organized, systematic, accountable, well-informed and customized to your needs.
We operate a flexible and friendly work environment. Unlike some of our competitors, our team members work only 8 hours a day and are empowered to do their jobs. The well-being and job satisfaction of our team members is important to us.
We hire the right people. In fact, we are obsessed with talent! We have a rigorous, systematic recruitment process and do not compromise on quality when employing people. We are able to hire the best due to our generous wages and attractive work environment.
You can expect a reasonable quality of service from the first day you join us. Naturally though, you will also see improvement over subsequent weeks. We reject the claim sometimes made by our competitors that it is acceptable for it to take a month or more before your outsourced support company reaches a reasonable level of service. Unless your systems are completely non-standard, a solid level of service should be delivered from Day One.

14-DAY MONEY BACK GUARANTEE