Support Levels and How They Work


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At Hostek we believe that you should be able to customize your products and services to fit the needs of your organization, this includes support. While we still continue to provide the best in support, many customers wanted additional levels of support to better match their business needs. We have listened to customer requests and have created additional support options.

The addition of the paid support options includes both advanced support and premium support. The difference in these two packages can be either small or large depending on your business needs. While some businesses would be satisfied with the advanced support package larger customers may prefer to be on the advanced. We’ll discuss the differences throughout the rest of this article.

Support Options Available

The support options currently available are listed below:

  • Premium - Premium level is assigned to tickets whose package associated with the ticket is paying the premium support option. This price is currently $80.00 / month per server (or £75.00 / month for UK pricing). The default ticket level assigned to any newly created tickets is Level 2. Tickets are also sent to the top of the support queue.

  • Advanced - Advanced level is assigned to tickets whose package associated with the ticket is paying the advanced support option. This price is currently $35.00 / month per server (also £35.00 / month for UK pricing). The default ticket level assigned to any newly created tickets is Level 1. Tickets are also listed below premium based tickets, however, are above all other ticket levels in the queue.

  • Legacy - Legacy level is assigned to tickets whose package associated with the ticket is older than the date the additional support levels came out. Essentially this is all grandfathered in customers that have a dedicated server. The default ticket level assigned to any newly created tickets is Level 1. Tickets are also listed below both premium and advanced based tickets, however, are above all other ticket levels in the queue.

  • Shared - Shared level is assigned to tickets whose package associated with the ticket is either a shared product (on shared hosting) or a dedicated server that is not paying for paid support. The default ticket level assigned to any newly created tickets is Level 1. Tickets are also below all other ticket levels.

One of the many benefits of a paid add-on for support is ticket placement and ticket level. We’ll discuss those in the next couple sections.

How does ticket placement work?

Ticket placement determines where in the support queue (ticketing system) the ticket should default to.

You can view the table below for an example of how each priority comes into play:

Order of Ticket Ticket Priority Default Tech Level
1 Premium 2+
2 Advanced 1
3 Legacy 1
4 Shared 1

Again, in the example below, we can see that the Shared tickets had a longer wait time and were still behind the tickets with the higher priority (Premium, Advanced, Legacy).

Example:

Order of Ticket Ticket Subject Ticket Priority Time in Queue Default Tech Level
1 Example 1 Premium 3 min 27 sec 2+
2 Example 2 Premium 0 min 53 sec 2+
3 Example 3 Advanced 7 min 4 sec 1
4 Example 4 Legacy 3 min 36 sec 1
5 Example 5 Shared 16 min 3 sec 1
6 Example 6 Shared 27 min 8 sec 1

How does ticket level work?

Ticket Level determines the default level of technicians that will be able to view and work your ticket. Our premium package offers the ability to bypass tier 1 support… and Level 2 and above staff will begin looking at your ticket immediately.

Note: You can view the example table provided in the section above for a list of default ticket
levels per support package type.

We perform extensive training with all members of our team in outstanding support and customer service that we believe in as the ‘Hostek Standard’. Having your ticket level set to the default level 1 is by no means a negative thing, as our staff is extremely knowledgeable and has a desire to help. Our level 2 and above technicians are a group of specialist that have had advanced training in our systems, processes, and customer service.

Currently, only the Premium package tier offers the ability to access level 2 technicians by default upon ticket creation.

Note: Our support team is 24/7/365 for all support tier options.

Creating Ticket With Paid Support Option (or Legacy)

To take advantage of having a paid support option such as Premium, Advanced, or being grandfathered into Legacy you will have to create your ticket through your billing control panel.

The billing control panel will automatically detect your ticket level assigned to your hosting package(s) and place you in the appropriate section of our ticketing queue.

You can view the article on creating a ticket through your billing control panel if needed.