Server Sitters Logo
Header Logos
Telephone Nymbers
spacer
  ServerSitters can remove the burden of providing day-to-day technical support for your customers, allowing you to focus on building your business. We offer a variety of Tier 1 Technical Support solutions to best suit the individual needs of our clients. For example, if you have a large client base but minimal support requests, you may want to consider a per ticket model. If you prefer the stability of a per customer model, we can help you there as well.

Still unsure? ServerSitters was founded to provide hosting companies with a high quality, cost effective, North American support solution. As such, there are no language or cultural barriers for your customers when contacting our support specialists. With English as our first language, we will go a long way to sooth and retain customers who may already be frustrated. Our transparent service will have your customers feeling like they are speaking to an extension of your own company.

Total Solutions Packages

Are you looking for full tier support with all of our major services included? We have conveniently bundled these elements into a "Total Solutions" package, which means total savings for you!

Total Solutions Starter Basic Pro Guardian Sentinel
Tickets 25 100 250 500 1000
Chats 25 50 100 250 500
Minutes 100 250 1000 2500 5000
Monitoring* $20 $20 $20 $20 $20
Access Fee $50 $50 $50 $50 $50
Sub-Total $310 $800 $2,050 $4,550 $9,050
Discount** 10% 12% 14% 17% 20%
TOTAL*** $280 $700 $1,750 $3,750 $7,200

*Monitoring free for 1 server, addtional servers at $20.00 ea.
**Discount is off our base pricing of $4.00 per ticket, $4.00 per chat and $0.60 per phone minute - it is a preferred package rate.
***Plus total for servers monitored and any per incident overage (if applicable)

Looking for a more custom solution? build your own package with helpdesk support, live chats, phone support and other extra services from our other services area. Please contact us if you would like to enquire into our semi-annual or annual billing rates, or if you have any other package requests. We would be happy to provide a quote.

Support Process

Our support process is based on the Classic Life Cycle Model. Using this method, you can rest assured that a thorough, efficent process will be followed to manage your servers and your customers.

Support Solutions Details

Monthly Minimum

$250.00 - Any/All monthly services are included to meet your monthly minimum billing rate. We will provide you with a custom solution to ensure your needs are met and savings are maximized.

Maintenance Fee

$50.00 maintenance fee per month (included in your minimum) which includes your access fees, telephone number, and other misc. costs.

Helpdesks Supported

Kayako, Perl Desk, Wonder Desk, or Custom Desks Supported.
Please let us know if you are using a different helpdesk solution. We will do our best to integrate our support with your existing systems to ease the transition for you and your customers.

Control Panels Supported

Cpanel, Alabanza, Navisite, Plesk, Helm, Hsphere, No Panel

 


 
   

Supported Issues

The following are just a few examples of the broad issue categories our tier 1 administrators can troubleshoot and resolve:
  • Apache and server configuration issues
  • Frontpage server extension issues per domain
  • Common database and MySQL issues
  • Common shopping cart configuration problems
  • Configuration and administration of hosting platforms (Cpanel, Alabanza DSM, Plesk, H-Sphere, HSPComplete, servers without a GUI)
  • DNS related issues
  • Common email related issues
  • Security related issues
  • Common FTP related issues
  • Backup retrieval and restorations
  • Basic billing services
  • Server security and preventive maintenance
Email Support via Ticket System

This is how the majority of our support requests are processed. Years of experience and experimentation have proven the helpdesk system to be the most efficient in recording and resolving the issues of your customers.

Server Sentinel System

The Sentinel System will watch all aspects of your server(s) including server loads, Daemons, disk space, and so much more. The Sentinel System runs 24/7 on a dedicated monitor to ensure the proper operation of your servers and to reduce downtime in the event of emergencies.