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

SupportPRO is a US-based company with its dedicated support center in India. Thus, you get the cost advantage of Indian rates, while still getting quality service, bound to 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. You pay only for what you need.
If you have unlimited resources, you probably don’t need to outsource your technical support. But if your business is like the rest of us, you need to maximize your investments without sacrificing the quality of support your clients receive. By outsourcing the technical support, you are able to focus your efforts 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 with the services. We have the entire infrastructure and will give you all of the support you need by remote service. Our 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.
We have been working in the webhosting industry for more than 15 years. By the nature of our services, we keep our business relationships confidential. We support around 40-50 hosting companies any given time. In addition to the technical aspects we understand the nuances of hosting business.
Sure, we can do that. After all, you are entrusting your customers with us. After you sign up, we can give you a free trial for two weeks for Customer Ticket Support. Once you signup, please allow a couple of days for us to start your free trial. We can also provide you a free diagnosis of your server.
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 benefit due to the low cost of living in India. We attract and keep the most 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 them. They will always get the feeling that you are directly dealing with them.
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 your behalf. Your customers never know that it is not your staff who has responded to their inquiry. Thus, we work behind the scenes, and your customer gets the response on time, always. We take periodic feedback 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 provide the reference materials/documents needed for our support personnel to study your operations, processes, issues, resolutions, etc.
We have been providing support to clients since 2005.
Our corporate office is located at Chicago, Illinois, USA, and the support center is in South India. This enables us to comply with US standards and laws while maintaining a low cost of operations.
Our average response time is 30 minutes; you will get a personal email from our support personnel. The average resolution time depends on the issue, but we commit ourselves to resolve the issues in a minimum amount of time.
  • WHM/cPanel
  • Plesk
  • H-Sphere
  • Webmin
  • Direct Admin
  • Interworx
  • OnApp
Yes. We provide voice support for your clients' inquiries through phone/VOIP. Our voice support technicians are well-trained to handle your queries through phone, the fastest way to get your problems resolved!
Yes. You can request for a custom plan to be created that is optimal for your particular needs. You may also take advantage of special discounts/offers on the custom plans created.
Yes. We provide a discount on bulk purchases, but it is solely at 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. We do this so we don’t send you more than one invoice a month and also to keep the invoicing in the subsequent months at the beginning of each month. This nominal charging for the rest of the month is called pro-ration.
  • 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 two week free trial, you can continue your subscription by going to the “Buy New Plans” section on the site and reordering the service. Please note that you can only use the free trial once and all the subsequent subscriptions will be paid.
  • 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 share all the necessary documentation and manuals that are needed.
No, we do not involve ourselves in acts like porn hosting and adult content serving. Requiring us to provide support for that kind of content is a violation of the Terms of Service and may lead to the termination of the service.
  • Red Hat
  • FreeBSD
  • VMware
  • AWS/Azure/Google Cloud
  • Debian
  • Windows Server
No, once you have subscribed to the service, you will be charged for the same, and this will not be refunded.
We store only minimal amount of information for the purpose of providing the service you have subscribed to. This information will be stored in encrypted format so that in case of a hack, your data is still protected.
  • 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 need to discontinue service for any reason, just drop us an email with your account details, and you will be unsubscribed from the service. For some plans we require 30 day notice to stop the services.
In the Semi-Dedicated Staff plan, a tech is assigned to two clients. The tech will spend almost half of their shift time (at least 3.5 hours) completely dedicated to one client. The same tech may spend more time if the other client has no issues in the queue.