We want to do our best to give you the answers you need regarding ServerSitters. Below are some of the questions we get most frequently. We hope this provides you with the answers you need. If not, feel free to contact us through email, phone, or fax listed in the above “Contact Us” page.
Q: Where are you located?
A: Prince Edward Island is a small island province off the east coast of Canada. Most of the Admin Staff, Tech Support, Owners and Operators of ServerSitters LLC. work from this center. We also have a separate business office out of Hartwood, Virginia. The larger office in Canada handles tech support, while the Virginia office mainly handles billing. These two offices are very closely connected, working side by side to keep things running smoothly. We are open 24 hours a day 365 days of the year. The foundation of the hosting business is built on communication – from the owners of the company down to the staff that run the show, we are all in it together as one team working hard to provide the very best for our clients.
Q: Can you offer services to a small company?
A: Our services are completely scalable. We can offer services and support regardless of the size of your company. We have solutions that can make the smallest company look like a giant in the hosting industry.
Q: Are you transparent to my customers?
A: Yes, we provide support to your customers as an extension of your company. If they call in for tech support, they will be greeted by a representative using your company’s name. At ServerSitters, we are all very knowledgeable in each and every hosting company we do business along side of.
Q: What is the turn around on a support request?
A: We can tailor an SLA (Service Level Agreement) to suit your requirements based on the resources that you wish to have allocated to your support solution. Typically, we work towards responding to requests within 3 hours (based on volume) with an 80% first response resolution goal.
Q: How many tickets can your technicians do?
A: The question that should be asked is how many quality solutions can be provided. At ServerSitters, we emphasize quality in our responses, and efficiency in the speed of our work. By responding to a ticket with the proper solution the first time, the customer will be satisfied and will not need to generate repeated requests into the helpdesk. Satisfied customers will want to stay with your company, and word of mouth can be a great source of advertising for your services.
Q: What services, applications and platforms can you support?
A: We can support any Linux, Unix, or Windows hosting environment. Our technicians are experts at administering various interfaces, such as HSPComplete, H-Sphere, DSM, CPanel, Plesk, and many others. If you are using custom software, we can still create a contract to serve your needs.
Q: What is the education of your employees?
A: Many of our Staff are University and Technical College graduates. More importantly, they have hands-on experience. Our staff are capable of adapting to any new technologies and excelling in the level of service that they provide.