ISPs' clients encounter various IT-related problems, small amount of which can be attributed to ISPs' direct responsibility. These problems include, for example, firewall configuration, modem installation/reinstallation, virus and SPAM protection, Internet Explorer issues... and even writing, sending and receiving email messages. Naturally, ISPs provide their users with a phone support number. These numbers, though, are often unavailable during off-hours, weekends and holidays. Likewise, the clients often get dissatisfied, when the ISPs refuse to solve problems not related directly to connectivity. On the other hand, ISPs may find it quite burdensome to maintain a fully equipped phone support service available round-the-clock.
However, by using TekOffice™ for your support needs you will gain in threeways:
- Lower the support costs
- Lower the drop-out rates associated with the support issues
- Increase sales as the result of the improved user support
With our TekSource™ support solutions, we would like to become your cost-effective, 24x7 support department 1. This cost-effective yet high-quality service, based on the TekOffice™ support suite, includes online, phone, and email support. We understand the importance of phone support for ISPs - unfortunately it is still the only way to solve many connection-related issues.
Thus, not only will we provide customers with technical support to help them get online, but also will further provide help with any PC-related question, hardware or software, regardless of the brand. Additionally, we can train our technical experts to provide a dedicated technical support exclusively for your service. 2
By outsourcing technical support to LiveRepair.com, ISPs will offload their existing support staff and obtain a highly qualified, cost-effective, well-spoken technical support department. We may establish a multi-tier support solution to create a unified workflow environment connecting both your and our technicians.
LiveRepair.com's solutions allow handling high volumes of support inquiries, providing technical assistance for many users simultaneously. We offer you to choose from per user (fixed monthly fee) or per used time payment options. 3 For example, using TekSource™ can be as low as $0.75 per subscriber per month3 , 4 for just ISP support or $2.00 per subscriber per month 3, 5 on a bundled basis with a significant size of the user base or $25.00 per hour 3, 6 for online and email support or $30.00 per hour 3, 6 for phone support on a usage basis. Depending on your usage expectations, you can find an option that better fits your budget. Please contact us for a custom quote.
On the other hand, some ISPs may use the remote PC support service as a premium service, therefore providing their clients with a value-added service and generating additional revenue for themselves. In this case, they are free to choose any markup they consider appropriate above our wholesale prices. 7
If you are interested in boosting the productivity of your existing support personnel without using our support services, please refer to the TekOffice™ Web site.
1 8x5, 12x5 + 8x1, or any other schedules are available. Please contact us with your requirements.
2 Special one time setup and training charges may apply. Please contact us with your requirements.
3 A minimum monthly charge may apply. Please contact us with your requirements.
4 The price is based on the ISP support only (connectivity issues), 24x7 support schedule, billing based on the average monthly number of active accounts. Other plans are available. Please contact us with your requirements.
5 The price is based on the standard list of supported products (Microsoft Windows, Microsoft Office, Internet Explorer, PC with the peripheral devices), 24x7 support schedule, billing based on the average monthly number of active accounts. Other plans are available. Please contact us with your requirements.
6 The price is based on the standard list of supported products (Microsoft Windows, Microsoft Office, Internet Explorer, PC with the peripheral devices), 24x7 support schedule. The actual rate may vary between $15.00 and $50.00 per hour depending on the list of supported products, schedule, support volume, and support channel. Other plans are available. Please contact us for a custom quote.
7 The recommended retail price for an annual support license is $99.00. The price is based on the standard list of supported products (Microsoft Windows, Microsoft Office, Internet Explorer, PC with the peripheral devices), 24x7 support schedule, pre-paid annual license. Other plans (1-month, 3-month, 6-month, month-to-month, and per-incident) are available. Please contact us with your requirements.
