What should be supported...

[Mikrodata]

We are associated with another company that does outsourced ISP support that wants us to help them to make very well rounded (meet the needs of web hosts anyhow) outsourced help desk company for web hosting companies as well.

My question is what do you think a well rounded outsourced company should cover (within reason, they can support everything at high costs, they want to make money just like everyone else)




Should there be tiers people can select? Example Price 1 gets up to tier 2, Price 3 gets up to tier 3, etc.






Would you be willing to pay a higher fee for someone that you wouldn't have to complain about, or would you rather have a cheap place that got someone by?


Thanks everyone for your answers.

[CipherVendor]

I think for outsourced support you should offer two tiers of service. The first being very basic support, instructing users on how to alter DNS on their domain name, add/delete email addresses, etc.

Tier 2 support should include apache recompiles & module additions, kernel recompiles, system patching, etc.

You should also make your service economical but not cheap. If you open a cheap support company, you will offer just that...cheap support. It takes time and money to train support personnel on how to operate let alone support multiple control panels and operating systems.