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

OUTSOURCED TECHNICAL SUPPORT

Get a competitive edge! We can provide your customers with phone and/or online ticket technical support from only US$499 per month. We support your customers on your behalf, and we remain anonymous in the support process so that your customers are not aware that you have outsourced your support. You do not need any special equipment or telephone infrastructure - we provide a full turnkey solution with no hidden costs.

The plans described below are for technical support only. If you are looking for outsourced sales support, then please see our Sales Support Plans.

PRICES

We have six options to choose from. The price varies depending on the volume of support you want to allow for.

Plan Name	Monthly Maximum Volume (Calls plus Tickets)	Price per month (US$)
Web Host Helpdesk 250	250	$499
Web Host Helpdesk 500	500	$749
Web Host Helpdesk 1000	1000	$1449
Web Host Helpdesk 1500	1500	$1999

Need more calls/tickets?
If you reach the Monthly Maximum Volume (calls plus tickets) then you can purchase a Web Host Helpdesk Top-Up Bundle for US$99. Each Web Host Help Desk Top-Up Bundle provides up to 50 extra incidents (calls plus tickets) during the current billing month. Each Top-Up Bundle expires at the end of the billing cycle in which you purchased it, so cannot be saved for later. You can purchase more than one Top-Up Bundle if required.

FEATURES

Our Web Host Helpdesk plans include both phone and online ticket support for your customers. If you do not want both phone and ticket support and would prefer to avail only phone support or only ticket support, then that is fine. There is no requirement to use both phone and ticket support. In fact, opting for only phone support can be ideal for web hosts looking to add phone support services to their existing support arrangements.

Phone Support Features

24 hours, 5 days
We will attend to your customers' phone queries from 6am Monday until 6am Saturday (GMT+8:00). Although phone support is not provided on weekends, Christmas Day and New Year's Day (GMT+8:00), our ticket support team provide support every day of the year and so we are continuously available to assist your customers.
Level 1 technical support
Our phone support team are able to provide your customers with immediate answers to many questions including assistance with login difficulties, mail software settings, control panel issues, domain name registration problems and more.
Ticket escalation
For technical issues requiring further investigation (and/or beyond the scope of Level 1 Technical Support), our phone support staff will log in to your ticket system and open a ticket on behalf of the customer.
Message service for sales and billing issues
When one of your customers calls us about a sales or billing issue, we will invite them to leave a message and pass that message on to your sales/billing department.
Minimal accent
Our phone support technicians are based in the Philippines and speak fluent English with minimal accent.
Huge range of phone numbers supported
We will provide you with a phone number which your customers can call for technical support. We provide phone numbers in the US, UK, Canada and Australia. You can choose the area code - most area codes are available.
Turnkey solution - no equipment required
You do not need to purchase any telephone equipment and do not need to pay any telephone bills. Our price is all-inclusive and there are no hidden charges.
Option to bring your own phone number
If you would prefer to retain full control over your phone number and phone provider, then you can sign up directly with a VOIP wholesaler and easily direct calls to us. For further details please see: BYO Phone Provider.

Ticket Support Features

24 hours, 7 days
We will attend to your tickets around the clock every day of the year.
Certified engineers guaranteed
All staff attending to tickets will be either Red Hat certified (RHCEs) or Microsoft certified (MCSEs/MCSAs).
Same technicians daily
We understand that your company policies and procedures are important and need to be adhered to. For that reason, your online tickets will be handled by a small and stable team of technicians.
Under 30-minute response time, under 4-hour resolution
We will use the best of our endeavors to respond to at least 90% of tickets within 30 minutes and to provide a more detailed response within 4 hours.
Interact with your assigned team via email
You will be able to contact your assigned team directly via email at any time.
Customer-focused staff with strong English
We understand that technical support is not all that is required to please your customers, and that professional customer service skills are important too.
Most ticket systems supported
Supported systems include PerlDesk, Kayako, RT, Help Center Live, and more. We can support most proprietary ticket systems as well as long as the system is capable of sending us a notification via email as soon as a ticket is lodged or updated.

Please note that system administration and emergency outage response is not included in this service plan but those services are available through our System Administration Plans.

HOW TO GET STARTED

It's easy. To get started, simply follow these steps:

Sign up - First, sign up via our Order Form.
Our customer center -We will process your order and provide you with a login to our customer center, where you will find more detailed instructions on how to get support underway. Through our customer center, we will collect a range of information from you about your service and systems to ensure that we are able to address your customers' questions.
We assign your team - We will assign a team of technicians for you to handle your online tickets. These technicians will be certified engineers (Red Hat Certified Engineers or Microsoft certified engineers depending on whether you have Linux or Windows servers). They will have strong written English skills and are based in India. We will also assign a team of technicians to answer phone calls from your clients. Phone support is provided by our friendly staff in the Philippines who speak fluent English with minimal accent and an affinity with western culture.
We provide a phone number - You can choose to have either a US, UK, Australian or Canadian phone number, and can choose from a wide range of area codes. If you like, you can have multiple phone numbers, such as having one number in New York and one number in London. The first phone number is provided at no additional charge (unless it is a toll free number in which case additional charges apply). Additional charges apply for each extra number. When your customers call the phone number(s) we provide, their calls will be answered by our staff in the Philippines.
Send us ticket notifications - You will need to set your ticket system to send us an email notification when each ticket is lodged or updated. Most ticket system software provides straight-forward facilities to do that. Obviously you will also need to provide us with at least two login accounts for your ticket system (one for your ticket support team and one for your phone support team).
Support commences - Once the above steps are complete, you can go ahead and provide your customers with your new technical support phone number and confirm for us that you would like us to commence support. Our team of technicians will then respond to tickets lodged by your customers by logging in to your ticket system and answering tickets in your company's name. Our company name will not be visible and we will remain anonymous in the support process so that your customers are not aware that you have outsourced support. Please note that only Level 1 technical support is available by phone, and so if a customer calls with a more complex technical issue then our phone support staff will lodge a ticket in your online ticket system which will then be handled by your assigned team of certified engineers. If one of your customers calls about a sales or billing issue, then we will explain to the customer that he/she has reached your technical support help desk and we will invite the customer to leave a message so that we can pass it on to the sales/billing department.

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. Prices start at only US$0.68 per hour.
Affordable phone support. We provide unmatched prices for our phone support plans and enable both large and small web hosts to add 24-hour phone support to their service offerings.
Access international markets. Even if you are not based in the USA, we can still set up a US phone number for you so that your US clients can obtain technical support by phone. You can therefore grow your US client base by making your service more accessible to US customers. Similarly, even if you are not based in the UK, we can still provide you with a phone number in the UK. The same applies to Australia and Canada as well.
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.
Phone service provided from the Philippines with minimal accent and affinity with western culture.
Technical support tickets 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

We have a reputation for quality and professionalism so we are confident that you will be delighted with our service. For your peace of mind though, we provide a 14-day money-back guarantee under which, if you are not completely satisfied with our service, you can cancel within the first 14 days of the first month and we will refund the unused proportion of your fees in full.