Support Plans

Our customer-first philosophy combined with ITIL service management
framework helps drive your success from day one

6 teams. one goal = Customer Care

Our support comprises of 6 distinct teams, each delivering a specific business value & working
towards a common goal of delivering customer experience excellence

Service

Service
Delivery

Supports delivery of sale commitments

Customer

Customer
Support

Centralized first level of support across channels

Technical

Technical
Support

Experts to diagnose & resolve technical issues

Billing

Billing
Support

Dedicated professionals for all billing queries

Core

Core
Infrastructure

Maximize uptime, performance & security

Manager

Account
Management

Dedicated customer success professionals

24/7/365 Best-In-Class Support Plans

Support Levels
Standard Support
Server Support
Professional Support
Enterprise Support
Support Level Descriptions Included for all Customers for free. Techncal Support available 24/7 by Tickets & self-help resources Suitable for individual server, this add-on delivers 24/7 Technical Support by Live Chat, Phone & Email & speeds up response times Applicable to your entire environment, this add-on delivers 24/7 Technical Support by Live Chat, Phone & Email & speeds up response times Apt for business-critical dependence this add-on enbales us to work as your extended teamwith a dedicated Slack Channel & Account Manager
Support channels & repsonse times defintions for case severity metrics as below:
A) Critical business impact: Server down, service/s down
B) Moderate business impact: Server up, service/s down, change request
C) Minimal business impact: Server up, service/s down, service request
See full terms of service
24/7 Support Channels
– Technical support by tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
Response times
– Initial response: Immediate
– Minimal business impact: Within 12 business hours
– Moderate business impact: Within 8 business hours
– Critical business impact: Within 2 hours
See full terms of service
24/7 Support Channels
– Technical support by live chat, phone & unlimited tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
– Unsolved issues over live chat/phone convert to ticket after 30 minutes
Response times
– Initial response: Immediate
– Minimal business impact: Within 8 business hours
– Moderate business impact: Within 4 business hours
– Critical business impact: Within 1 hour
See full terms of service
24/7 Support Channels
– Technical support by live chat, phone & unlimited tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
– Unsolved issues over live chat/phone convert to ticket after 30 minutes
Response times
– Initial response: Immediate
– Minimal business impact: Within 8 business hours
– Moderate business impact: Within 4 business hours
– Critical business impact: Within 1 hour
See full terms of service
24/7 Support Channels
– Technical support by dedicated Slack channel
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
Response times
– Initial response: Immediate
– Minimal business impact: Within 4 business hours
– Moderate business impact: Within 2 hours
– Critical business impact: Within 30 minutes
See full terms of service
24/7/365 Sales Live Chat + Phone + Web to Lead Forms
Personalized guide to best practices, setup, installation, configuration & same platform migration i.e. cpanel to cpanel are included for FREE. Else, Migration as a service is billed additionally
24/7 access to technical support in case of infrastructure issues related to any service launch/performance
24/7 access to technical support on application-level issues such as troubleshooting of plugins, themes, modules. Performance & database issues are managed for Enterprise customers only. Else, get add-on professional services if you need help.

Third-party software updates, additional package deployment, specific configurations etc.
Up to 1 hour/month Up to 1 hour/month Unlimited
24/7 proactive monitoring & actions in real-time without you needing to contact us. As a standard practice, ServiceBOT sends several smart and timely notifications related to your uptime, performance, security, billing, etc. keeping you always informed.
Host uptime monitoring Host + service uptime monitoring & alerts Host + service uptime monitoring & alerts Overall health monitoring, alerts, log monitoring, investigation & resolution
START FOR FREE GET IN TOUCH GET IN TOUCH GET IN TOUCH

Exclusions

Following elements are outside the scope of our support & require add-on
professional and/or ongoing managed services

  • Changes to your website
  • Changes to plugins/themes/modules
  • Digital Marketing (SEO, Facebook, Newsletters)
  • Code debugging, auditing & editing
  • Application level security issues
  • Migrating to another provider

Operations Services
Beyond Metal

Multi-Cloud Managed
Services

Best in class customer-centric Managed Multi-Cloud Services tailored to deliver accountability, agility 24/7 reliability

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Webmaster Managed
Services

Buzinessware Managed Webmaster Services is most efficient & cost-effective way to manage & optimize your online presence

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Professional
Services

Buzinessware Professional Services delivers real business value by helping customers achieve desired business outcomes

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