We manage your help desk, live chat and phone support for one low fixed price per month.
Our team resolves 97% of customer queries within 60 minutes – with an average response time of 23 minutes. At a low fixed price per month, we maintain high service uptime, and
deliver 24/7 technical support over help desk, live chat and phone.
How Support Works
1) How help desk support works
Erictos Team login to your help desk system, and resolve technical/pre-sales queries transparently acting as your technical support staff
- Customer sends an email to firstname.lastname@example.org which gets forwarded to your ticketing system.
- A notification e-mail from your ticketing software triggers an alarm in Erictos internal system.
- Within an hour, the Engineer in your team responds to your ticket, if it can’t be resolved straight away.
- All tickets are resolved within 6 hours. In most cases, resolutions happen within 90 minutes.
- All responses and resolutions are made via your ticketing system to ensure transparency. Should any sales queries come in, Erictos engineers will escalate these to you or your designated sales staff, in cases where the team cannot handle it.
- Erictos Quality Manager and a team of Quality Analysts check through hundreds of tickets every month to make sure that all tickets follow our Minimum Quality Standards.
2) How live chat support works
Erictos Team login to your live chat software, and resolve technical/pre-sales queries. We follow your support procedures giving a seamless support experience.
- Erictos techs logs in to your live chat software, setting your support department online.
- Customer initiates a support chat from your website, and a notification is shown in the operator console.
- Chat is attended within 10 seconds, and a resolution is given at an average of 18 minutes.
- In cases where an in-depth investigation is required, a help desk ticket is opened with an ETA for fix given to the customer.
- Pre-sales queries are resolved as per procedures, and for cases where custom quotes are needed, the queries are escalated to your designated sales staff.
- Erictos quality manager and a team of quality analysts check through hundreds of chats every month to make sure that all cases follow our quality standards.
3) How phone support works
Erictos assigns your company a dedicated phone number on Monthly Rental Basis, to which you can forward support calls. Our techs answer the calls following your support process.
- Customer calls the dedicated phone number assigned to your company (which you advertise in your website).
- Call is routed to our internal system notification alerts the operator that its a call that came to your company.
- The call is picked up by an operator with your company’s custom greeting. Queries are answered as per your company guidelines (if any).
- The issues are resolved within 6 minutes on average.
- Any issue that could not be solved over phone will be opened as a ticket to your help desk.
- Erictos quality manager and a team of quality analysts check through hundreds of call logs every month to make sure that all calls follow our quality standards.
CentOS / Red Hat / Fedora
Debian / Ubuntu
Windows Server 2003 / 2008 / 2012
Web hosting control panels
Billing and issue tracking systems
Dovecot / Courier
Security and optimization
SpamAssassin / AMaViS / Mailscanner
Firewalls (CSF/LFD, APF/BFD, etc.)
PHP cache systems (XCache, APC, etc.)
Virtuozzo / Parallels Cloud Server