November 25, 2015

Case Study : Dedicated Team Implementation

Filed under: Case Study — Jacob @ 1:28 am

SupportPRO recently helped a popular web hosting company to enhance its technical support efforts by providing round-the-clock support to all customer tickets and incoming chats. The web hosting company offers web hosting infrastructure, VPS and Cloud Based Hosting for Businesses and Individuals.  They currently serve more than 100,000 international customers. Launched in 2001, and now one of the largest web hosting companies in the world, they needed assistance to meet their growing need of quality technical support. SupportPRO stepped in to provide that support and has helped to not only improve the quality of their pre-sales and support service, but to also increase efficiency of their business operations.

The Case Study gives an in-depth analysis of how a Dedicated Team is implemented.

Download the Case Study here to learn more on how we got the Web Hosting Company to hit new highs.

At SupportPRO, we believe in delivering value based services and our Dedicated Team Support gives us the right platform to showcase the same.

If you are looking to have a Dedicated Team to get your business process more streamlined and value-based , just drop in a mail to .


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October 19, 2015

The Rise & Fall of Shooting Stars

Filed under: Miscellaneous — Jacob @ 4:55 am

Back in the 90’s, our generation was feeling the impact of the Internet Revolution. We made our way through the destabilizing dot com bubble that filled our heads with new dreams about a connected future. While this was happening, a silent revolution was happening in second and third-world economies. Especially in India.

India was going through a drastic change. The new economic policy of 1991 brought in liberalization of many markets and sweeping globalization. Many industries which were rotting in the public sector was given a new opportunity to flourish. The financial markets started soaring. With the acumen that Indian entrepreneurs possessed, Indian nationals and expatriates begin appearing in the TIME’s list of millionaires.

In the meantime, Indian professionals found a new market and potential source of income. The education system in India produced the right set of people with modern technical skills who could support western commercial infrastructure and their dependence on information technology. The West looked to the new generation of brilliant young engineers to look after their customer service, data entry and support needs. To meet the growing demand, a hub of outsourced technical support companies grew like small mushrooms in and around Bangalore, Mangalore, Chennai, Delhi & especially Cochin.

Web Hosting, a fragmented and quickly expanding online service, was a very lucrative business which most of the early technopreneurs took a serious look into. It was sustainable, recursive and gave higher returns without much upfront investment. However, hosting companies which saw growth on an exponential scale found it very difficult to manage their day to day activities.  The inflow of so many technical support requirements from their growing number of customers was difficult to manage with a quality effort.

Falling Stars

The Falling Stars

The demand curve took a sharp increase with respect to the support needs given by end-clients. The main reason behind this was because most of the customers acquired were first timers. They had no idea of simple things like how to point their domain name to their servers. This particular demand wave was met by budding white-labelled, transparent technical support companies. Today, several companies offer technical support, but few are able to meet the needs of every type of technical requirement.

SupportPRO, a company started in 2004 with a vision to provide the best outsourced transparent technical support never compromised much

If you want to know much more about the secret sauce we have used this long, drop in a mail at , we would be more than happy to share our insight about the industry and probably we could help you out in any which ways possible from our side.

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September 25, 2015

Plesk update error/auto-installer error

Filed under: General Topics,Linux Basics,Technical Articles — Bella @ 8:00 pm

If you are getting the below error while updating the Plesk versions or installing the microupdates , have a try with the mentioned solution :

ERROR: Unable to download the MD5 sum for the new Parallels Installer binary.
Not all packages were installed.
Please, contact product technical support.

Solution :
Remove cache from /var/cache/parallels_installer/ and start auto-installer again.

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September 17, 2015

FTP connectivity problem

Filed under: General Topics,Linux Basics,Technical Articles — Bella @ 7:58 pm

If you are getting following error while directory listing, follow the solution provided below :

ftp> ls
227 Entering Passive Mode (108,61,169,245,167,161).
ftp: connect: No route to host

Solution :

1. Edit /etc/sysconfig/iptables-config and add this line:


2. Save it and restart iptables.

That’s because passive mode use non standard ports to communicate, so you need to keep track of the ftp connections and iptables will allow them when necessary.

Another solution is specify the passive ports that will be used on FTP server configuration, then open those specific ports on firewall.

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September 7, 2015

Forcefully refreshing disk space usage directly from cPanel

Filed under: General Topics,Linux Basics — Bella @ 7:57 pm

If user disk space usage is reflected incorrectly in cPanel, there is a way to force refresh the disk quota of cpanel directly from cPanel.

We will be able to remedy this by refreshing the cPanel cache for this user. This can be done by removing the /home/username/.cpanel/datastore directory, which will be recreated upon the next access of that account’s cPanel.

1. Login to cpanel->file manager -> ensure show hidden file is enabled.
2. Go to /home/username/.cpanel
3. Rename datastore/ to something else
4. Then click disk space usage, it will force refresh the usage

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