I plan to outsource support and server monitoring/managing to free up my time. I'm interested in ActSupport.com and they seem to offer a good service with affordable pricing. If any of you are using their service, please share your experience.

I have a few questions:
- is the 30-minutes response guarantee for real?
- which plan are you using (per-ticket, per-domain, or per-server)?
- how do they monitor your server? is it 24/7?
- if you're using their server management service, how good are they in that area?
- how good are they in sales support?
- do I need to give them the root passwords to all of the servers? is it really safe to do so?
- will they help you to patch and secure your server?

If anyone from ActSupport's here, please feel to send me your offer privately. I've emailed sales today and still waiting for a response.

Now buddy you share some of my concerns.
At times i tened to think the only way to know for sure is
to try them.But that is a little too much risk.

Wish there was a grading system.:(

I'll surely give them a try soon.

Sent a sales question a few days ago and got a response after about 12 hours. Sent another and still waiting for their response.

Doesn't seems like a 30 minutes response time. Have you tried bobcares.com ?

Originally posted by eddy2099
Doesn't seems like a 30 minutes response time. Have you tried bobcares.com ?

I tried bobcare, just got an email response back that was sent over 24 hours ago.

Ouch!

Remember not to confuse the 2 types of response times. 12 hours to receive a reply for a pre-sales question is one thing. It's entirely different from their promise to reply to support tickets in 30 minutes.

Vito

I agree with vito. This point was raised in another thread where someone thought that 30 minute support responses meant they should get 30 minute presales responses.

i used them for a month .. i left them for some reasons of mine .. they are 9/10 over all .. and you can say GOOD service


- is the 30-minutes response guarantee for real?
= yes

- which plan are you using (per-ticket, per-domain, or per-server)?
= dedicated person

- how do they monitor your server? is it 24/7?
= they monitor by IP ping i guess .. server load and spamming were not monitored

- if you're using their server management service, how good are they in that area?
= did not use them for that .. but i think they can handle it

- how good are they in sales support?
= did not try

- do I need to give them the root passwords to all of the servers? is it really safe to do so?
= sure you have to do .. its safe ofcourse

- will they help you to patch and secure your server?
= i did not ask them for such task .. but i think they can

Originally posted by Acronym BOY
I agree with vito. This point was raised in another thread where someone thought that 30 minute support responses meant they should get 30 minute presales responses.

True. Not to be disrespect to anyone but as a potential client who have never used their services before, how would I be sure that they live up to their claims of a 30 minutes support responses time when presales takes over 24 hours to response ?

Is there another way to verify apart from just taking their word ?

Originally posted by eddy2099
True. Not to be disrespect to anyone but as a potential client who have never used their services before, how would I be sure that they live up to their claims of a 30 minutes support responses time when presales takes over 24 hours to response ?

Is there another way to verify apart from just taking their word ?

I beleive they offer a free week trial give em a shot.

Admittedly, their response time pre-sales is lagging. If a potential customer did not have the benefit of reading actual customer reviews here at WHT, he might ponder "Geez, if it takes 24 hours before they get me as a customer, how's it going to be once they've got my money?"

It's a natural train of thought that many people will take. So both actsupport and bobcares are likely not maximizing their signups because of slow pre-sales response time.

Vito

Maybe it's because they don't want to be flooded with many new signups in a short time?

Well, at least my pre-sales questions are all answered quite accurately and I'm going to give them a try soon.

I've ordered Kayako eSupport for the ticketing system yesterday and so far I still haven't received the software. Emailed them several times and got no reply at all. Weird, are all Indian companies like this? :)