Hosting support FAQ

• 1. Is there any setup fee for any of your plans?
  • Ans: NO, we do not charge any setup fee for any of our clients.
• 2. Are there any extra charges to upgrade my plan?
  • Ans: NO, we do not charge extra for plan upgrade. When ever you need to upgrade the plan just send an email to our sales department.
• 3. What are the modes of payments?
  • Ans: We accept major credit cards (Visa, MasterCard, American Express, Discover, JCB, Diners)
• 4. Can you setup a custom plan for me?
  • Ans: YES, you can email us your requirements.
• 5. Which helpdesk and live chat software do you support?
  • Ans: We can work on any helpdesk and live chat system, following are some we have already working on:
  • Helpdesk: WHMAutopilot, Kayako, PerlDesk, Cerberus, osTicket, lPanel, ClientExec etc...
    Live Chat: ClickChatSold, Liveperson, phpLive, StarDevelop etc...
• 6. Will your company be responsible for the people (Dedicated Staff) I hire from you?
  • Ans: Yes. All the people (Dedicated Staff) you hire are bound by contract to follow the company's policies regarding Intellectual Property, security, leave and other aspects that are related to and may affect your work.
• 7. How do you ensure security?
  • Ans: All our employees are required to sign legal contracts to protect your interests. In addition, our networks are secured via firewalls and antivirus software. We also keep backups of all the data on our master servers to protect against hardware failure.
• 8. Why should I choose your services?
  • Ans: When you hire from Support Facility, you get highly qualified and experienced technician(s) to work on your project. As a company, we assure the quality of our employees. If you are not satisfied with the performance of the employee(s), we shall provide you with a suitable replacement.
• 9. What is the procedure to initiate your services? How soon can I start off?
  • Ans: The procedure is very simple. Once you fill up the form provided to you send it along with your basic requirement specifications, our Client Engagement Team will get back to you within 24 hours even before. Once both parties are convinced about the partnership, we can start off immediately. Click here to fill up the signup form!
• 10. Do I get a trial run of your technical support services?
  • Ans: Yes you can opt for a paid trial of our services. The period can be from one week to one month. Once you're satisfied, we can enter into a full fledged contract. If you need a free trial we can provide it to you for three days.
• 11. How do you ensure employee credibility?
  • Ans: Employees are recruited into the organization through tested methods of evaluation of capability and integrity. While entering into projects, all the employees who will be involved in the projects are required to sign confidentiality agreements with our company. The access to client information is restricted to a limited number of people and we employ high level security systems at their workstations.
• 12. Will I get a daily update on the tasks performed?
  • Ans: Yes, you can always contact the technicians on IM or can email and get updates directly from them. But this is flexible as per your requirement.
• 13. Who will be managing the project? An unknown project manager or I?
  • Ans: The project runs completely under your supervision and you will be managing the project. If you think it will be difficult for you to manage the project, you may also hire a project manager who will perform the managing task for you.
• 14. What happens if I am unhappy with the employee?
  • Ans: If at any time you feel unhappy with the performance of the technician(s), you can notify the issue to our Operations Manager. We will take up the responsibility of giving you a replacement.
• 15. What can you do if the hired employee leaves? If we are provided a replacement how do we help in knowledge transfer?
  • Ans: Our policies ensure that employees serve one month notice before they resign. This gives ample time for us to put in a competent replacement. We also ensure that a smooth transition and knowledge transfer happens during the same.
• 16. Will I be able to hire more employees at a later stage?
  • Ans: Of course. You can hire more employees at a later stage and we would love to provide you with the same.
• 17. What are the conditions regarding terminating hired employees (Dedicated Staff)?
  • Ans: If you are unhappy with the performance of the employee(s), you can notify us and we will take immediate steps to take him off the project. We will also provide you with a replacement ASAP.
• 18. Will there be an increase in costs in the long run?
  • Ans: We assure that there are no hidden costs. The costs, however, will increase only on a yearly basis which will be with respect to increasing employee (Dedicated Staff) costs.

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