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

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!
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.
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.
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.
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.
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.
'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.
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.
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.
We have been providing support to different clients for more than 5 years.
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.
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.
Our Support personnel are well experienced with
  • WHM/CPanel
  • Plesk
  • H-Sphere
  • Webmin
  • Alabanza
  • Direct Admin
  • Hosting Controller
  • Helm
  • Etrinix Command Matrix
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!
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.
Yes. We provide discount on bulk purchase, but it is solely on the discretion of the SupportPRO administrator.
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.
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
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.
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
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.
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.
We are proficient in
  • Redhat
  • FreeBSD
  • Solaris
  • Debian
  • Mandrake
  • Windows 2000
  • Windows 2003 Server
No, once you have subscribed to the service, you will be charged for the same and this will not be refunded at any cost.
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.
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
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.
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.