Frequently Asked
Questions:
Q: Will my customers know that you are handling support issues?
A: Only if you want them to know. Although there's nothing
wrong with outsourcing support issues to gain flexibility and cost
productivity, we understand that some of our customers will require
anonymity. That is why we use the TicketSmith™
or PerlDesk™
support desks. TicketSmith™ and PerlDesk™
are
free ticketing support systems that are commonly used
in the industry. And, as such, are quite normal for
any business to be utilizing. It is entirely up to
you whether you alert your
customers to who is supplying support. Anonymity costs nothing at
HandsOnSupport. We are, after all, your
employees.
Q: How can HandsOnSupport support our customers better and less expensively
than we can do it on our own?
A: Simple, we have staff on hand twenty-four hours a day;
every day. They are already working and they need more. With technicians
in varying time zones, it is easy for us to monitor
your customers every hour of every day. Much in the same way
that, by hiring HandsOnSupport, you
create a more cost effective solution to managing your servers.
Q: How do our customers contact you for
support?
A:
That is entirely up to you. You can choose to have
TicketSmith™
or PerlDesk™ installed on your server
(recommended). We answer their queries as "Support Staff."
Alternatively, you can have your customers utilize the ticket system
on this site. Although it asks a lot of your customers to remember
to include their server name along with their request; so is not
recommended.
Q: Will you install our help desk
for us to use on our site?
A:
Certainly. We recommend you have TicketSmith™
or PerlDesk™
installed on your server if it
is the option you use. It
allows the greatest anonymity; along with the opportunity for
you to be actively involved if
you wish to closely monitor our techs
responses. There is a $25 one
time additional charge to have our technicians install this
software.
Q: I'm nearly convinced. What are
the steps after an order is placed?
A:
You follow the order link for
the plan that seems right for you. Once the order is received, it is
delegated to a HandsOnSupport Account
Specialist. The Account Specialist will contact the email used in
order placement for a personal one on one orientation and account
overview. He will be your personal contact with HandsOnSupport
and work closely with you on any matter. Through exchanges he will
learn your needs and implement a solution. Once the Account
Specialist and you have decided on the best approach, he will remain
by your side if you ever need personal attention.
Q: Will my, and my clients'
information be safe?
A: HandsOnSupport will supply you with a signed
Non-Disclosure Agreement legally binding us to not distribute any
sensitive data we become aware of. This includes methods, processes,
formulae, compositions, systems, techniques, inventions, machines,
computer programs, and research projects. As well as customer lists,
pricing data, sources of supply, financial data and marketing,
production, or merchandising systems or plans.
Q: Great! So can I get a plan and
have HandsOnSupport attend to our rudest
customers?
A:
We do not tolerate abuse of
staff in any form. And we reserve the right to refuse service to
customers that cannot be polite in their request or response.
Q: Will
HandsOnSupport
fully administrate my server?
A:
No. We are not a replacement for
server administration. We are an addition to support personnel. We
are the support team that answers to your clients queries. We
are Level 1 support. You will be asked to supply Level 3
technicians.
Q: Will HandsOnSupport
only address support issues?
A:
No. We will answer sales and
general inquiries as well, as long as that information is clearly
displayed on your web site.
Q: Will HandsOnSupport
need root access to our servers?
A:
Only if you want us to address
issues that require such access. Which everything is easiest for
both parties when we have root.
Q: Do you offer services in
multiple languages?
A:
Currently, we only offer support
in English.
Q: Can I work for HandsOnSupport?
A:
Look
here.
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