Frequently Asked Questions
Here are some of the Frequently asked Pre Sales questions from current clients.

1. Why SupportPRO?
SupportPRO is a US based company with its own dedicated support center in India. Thus you get the cost advantage of Indian rates, while still getting quality service, bound to the US local laws. SupportPRO can serve all your technical support needs, you can choose a package to best suit your requirements, or we can even help you by creating a custom plan that best suits you. To put it simple, you pay just for what you need!

2. Why do I need to outsource my services to SupportPRO.com?
If you have infinite resources, you shouldn’t. But if your business is like rest of us, you need to maximize your investments without sacrificing quality of support your clients receive. By outsourcing the technical support you are allowing yourself to focus your effort and money in managing, marketing and growing. We will take care of your clients the same way you would. That’s our promise to you.
3. What is the infrastructure that I need to subscribe to get the technical support services?
You do not need any infrastructure for us to provide you the services. We have the entire infrastructure and will give you all of the support you need by remote service. Only requirement is that you need to have a helpdesk/ticket manager installed. If you do not have one we will be happy to install one for you for FREE.

4. Why should I trust the services of SupportPRO.com?
SupportPRO.com is owned and operated by Armia Systems, Inc. Armia Systems, Inc is an established Illinois corporation with head quarters in Schaumburg, Illinois. When you are dealing with SupportPRO you are not dealing with a stranger in another continent. Once you sign up with us for our services, we provide a written agreement and guarantee of our services.

5. Can I get a free trial to check out your services?
Sure, we can do that. After all you are entrusting your customers in our hands. We can give you a free trial for two weeks for Customer Ticket Support, after you sign up with us for free trial. Once you signup, please allow couple of days for us to start your free trial.

6. Do I get quality service for your amazingly low rates?
As you know high quality is required to keep us in the business for the long haul. Don’t let our low rates fool you. We offer a quality service at competitive rates because our support center is located in India. We are able to benefit the low cost of living in India. We attract and keep the best talented support engineers for our support center. We own the support center and do not outsource to third parties like some other providers.

7. What do you mean by 'transparent support'?
'Transparent Support' means that your client never knows the source of the response delivered to him/her. S/he will always get the feeling that you are directly dealing with him/her.

8. How does your support team work for me?
When you sign up with SupportPRO.com you remain in control for your clients' support. When your customer sends an email to your support system, the SupportPRO team replies on behalf of you. Your customer never knows that it is not you who has responded to his/her enquiry. Thus we work behind the scenes for you, and your customer gets the response on time, always. We take periodic feedbacks from you to adjust the support process to meet your business objectives. You can be involved as much or as little you desire.

9. Do you provide support only to hosting companies?
No. Though we are specialized in giving support to the hosting companies, we also handle requests from other computer related domains. All you need to do is to provide the reference materials/documents needed for our support personnel to study your operations, processes, issues, resolutions etc.

10. How long have you been in the support business?
We have been providing support to different clients for more than 5 years.

11. Where are you located?
Our corporate office is located at Illinois, Chicago, USA and the support center is located in India. This enables us to comply with the US standards and laws, while maintaining low cost of operations.

12. What is your average response time and average resolution time?
Our average response time is 30 minutes, for you to get a personal email from our support personnel. The average resolution time depends on the issue, but we commit ourself to resolve the issues in minimum time.

13. Which all commercial control panels are you proficient in?
Our Support personnel are well experienced with
     WHM/CPanel
     Plesk
     Ensim
     H-Sphere
     Webmin
     Alabanza
     Direct Admin
     Hosting Controller
     Helm
     Etrinix Command Matrix

14. Do you provide voice support?
Yes. We provide voice support for your clients' enquiries through phone/VOIP. Our voice support technicians are well trained to handle your queries through phone, the most fastest way to get your problems resolved!

15. Can I have a custom plan?
Yes. You can request for a custom plan that is optimal for your particular needs and get your custom plan created. You may also avail special discounts/offers on the custom plans created.

16. Do you provide discount on bulk purchase?
Yes. We provide discount on bulk purchase, but it is solely on the discretion of the SupportPRO administrator.

17. What is pro-ration?
When you buy a monthly recurring plan on a date that is not the last date of that month, we charge you a nominal amount for the rest of the days in that month plus the rate for the next month to not to send you more than one invoice and also to keep the invoicing in the subsequent months in the beginning of each month. This nominal charging for the rest of the month is called pro-ration.

18. What are the common web server issues that you deal with?
Common Web Server Issues
     httpd.conf problems
     .htaccess errors
     Password protection issues
     Site oriented IP blocking issues
     HostNameLookups
     Mime types
     Apache Handler problems
     URL blocking and redirection issues
     Secure Cert problems

19. What if I need to continue your service after the free trial?
After the 2 weeks' free trial you can continue your subscription by going to the 'Buy New Plans' section in the site and reordering the service. Please note that you can avail only one free trial and all the subsequent subscriptions will be paid.

20. What are the Common System Administration Issues that will be handled?
The following are the common system administration issues that will be handled for you.
     Apache/IIS Web Server Operation and Configuration
     Blocked Service Handling
     Web Statistics Configuration
     Log File Analysis
     Security Management
     Anti-trojan Protection
     Firewall Configuration and Management
     Kernel Patching and Upgrades
     Spam Protection
     Kernel Upgrades

21. Do you support all the 3rdParty Software installed on my server?
Yes. We handle almost all classes of third party software installed on your server like ModernBill, HelpDesk systems etc. If you have installed any uncommon third party software, we can support it for you, provided you avail us all the necessary documentation and manuals for the same.

22. Do you support servers with adult content?
No, we do not involve in acts like porn hosting and adult content serving. Requiring us to provide support for the kind will be violation of the Terms of Service and hence may lead to the termination of the service.

23. Which all Operating Systems do you support?
We are proficient in
     Redhat
     FreeBSD
     Solaris
     Debian
     Mandrake
     Windows 2000
     Windows 2003 Server

24. Is my money refundable?
No, once you have subscribed to the service, you will be charged for the same and this will not be refunded at any cost.

25. How secure is my data on your servers?
We store information just enough for the purpose availing you the service you have subscribed to. These information will be stored in encrypted format so that in case of a hack, your data is still protected.

26. What are the Common Mail Issues that you deal with?
Our technicians can effectively handle issues regarding the following mail servers/issues:
     Sendmail
     Qmail
     EXIM
     SMTP issues
     POP issues
     POP-before-SMTP and relay denied issues
     Mailing lists
     Auto-responders
     Client Setup
     POP authorization
     Anti-spam measures
     Email filter issues with Procmail and .forward

27. What if I need to discontinue your service?
If you feel our service not upto your expectations, well, its your decision to stop and unsubscribe the service. Just drop us an email with your details and you will be unsubscribed from the service subscription.

28. How is "Guaranteed assistance for 3.5 hours in a shift" is achieved in Semi Dedicated Staff plan?

     In Semi Dedicated Staff plan a tech is assigned for 2 clients. Hence the tech will spent almost half of his shift time i.e. at least 3.5 hours completely dedicated to one client. The same tech may spent more time if the other client has no issues in queue.