Web Hosting Technical Support

Tech Support

"The greatest risk for any business is that of losing its customers. According to Forrester Research, 80% of customers will never go back to a company after a bad experience ... You simply cannot afford for your customers to fall in that group."

With over 16 years in this domain we have been able to build the requisite expertise, processes, quality assurance systems and infrastructure to provide premium 24x7 support to our customers and it goes without saying that our expertise in the use of the internet is unrivalled. And our customer-centric, partnership approach ensures that you are at the centre of what we do. Aress’ prime focus is on the quality of service delivered. This is very closely monitored and measured by our QA team with particular emphasis on both technical and language correctness.

We provide 24x7 support in following two domains.

Web Hosting Technical Support

Aress has been providing premium 24x7 support services to hosting companies, ISPs, hosted solutions providers, Cloud hosting providers and data centres in the USA, Asia-Pacific and Europe since 1999. Our current client list numbers over 100 and includes some of the largest companies in the US, Australia and Canada as well as a number of mid-tier UK hosting companies. In all, we are responsible for managing over 1.5 million websites across the globe.

We have over 250 technicians who find solutions to around 17,000 incidents per day for our customers and we have created a vast knowledgebase on the practical implementation of Open Source and Microsoft technologies in real-life situations. We provide multi-tiered (Tier 1, Tier 2 and Tier 3) and scalable support services via phone, live chat, email and ticket/helpdesks in English 24x7x365 and support staff are carefully chosen for their communication skills as well as their technical knowledge, ensuring our team seamlessly integrates into your existing architecture and that your customers experience a consistent and unified presence.

We offer a plan to suit everybody! Choose between:

Features of Technical Support

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We find that the Plans above meet a huge variety of customer needs. If you want to know more about these plans or if you think your need may be a little different and doesn’t fit exactly into one of the Plans, then please get in touch and we will see if we can meet your special needs.
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What we offer:

  • Level I and Level II support for users of the software via e-mail, chat and phone
  • Level III support via escalation
  • Remote Sever administration
  • Support for pre-sales questions as well as post-sales
  • 24/7 to support worldwide users
  • An experienced QA team to test your software

Our services:

  • Tech support for Web Applications
    Support through helpdesk, live chat and phone for web-based software products and services
  • Tech support for Software Products
    Support through helpdesk, live chat and phone for software products for niche communities and/or internal usage.
  • Outsourced QA
    We put your developed software through rigorous testing.

Technical Support for Web Applications

Web applications are becoming ever more widely seen in the market, as the rapid growth of the Software as a Service approach. The fact that such applications are available to the entire world 24x7 means that the demands on support can become onerous soon after the launch of a service.

Providing round-the-clock support in the Western world is often difficult and expensive to achieve. The cost associated with that can mean that companies simply do not provide it condemning many if their customers to poor service with long response times. In other cases, the cost of providing good support may make the web application non-viable as a project.

Technical Support for Software Products

Whereas Web Applications operate in a clear and known environment, Software Products can be designed to run in a variety of environments –

desktop, local client-server configurations, intranets, etc. This can give rise to more complex support needs and a wider variety of technical problems that must be handled. Often remote access to the client’s computer is necessary to solve issues.

Many Software Products are aimed at specific niche markets where knowledge of the specifics of that niche is essential to provide a good support service.

Features of Technical Support

  • self-help
  • support-portals
  • issue-resolution
  • live-support
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  • help-desk

We work with you to set up an appropriate training program for our staff. This may be done via web-based training or may involve a period at your site to gain deep knowledge.
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