Hello,

I'm thinking about getting outsourced support for my company, but because I'm located in Belgium and only have dutch speaking customers, I'm doing all the support myself... What I mean is that I only need help with tickets I can't manage myself (3 - 5 a month).

I have 4 servers and checked and mailed a lot of outsourced support companies. Until now, I've only gotten a response from Bobcares so I'm thinking about using their services.

The price is great, but are the reponse/resolve times too? Can anyone share some experiences?

Thanks.

I was with a host about a year ago that supplemented their support using Bob Cares. I wasn't thrilled with the result, personally.
Tickets would get just closed with no response and some would ask for information already contained within the original ticket, sometimes requiring several "back and forths" to get this fact understood. There were other concerns as well, but you get the idea.
This is *only* my past experience, and they may have improved in the meantime.

I hope so... Does anyone else have an experience please?

I would rather go with Touch Support or Tripod Support.

They had once threatned to hack someone on these boards itself..not really hack but.. anyhow. You can see my recommendation above. Best of luck

I trialed a few such companies a while back (not mentioning any names). Some of them were okay, some were downright awful - ignoring the actual support question and warbling on about some other subject, or giving totally wrong responses, or "riting in viry badd inglish".

After investigation and testing I went for, and remain with, Support Resort (http://www.supportresort.com). They have quick response times, good answers, good english and a good online management system. They also offer a range of packages/plans, including a 'per-ticket' plan.

I wouldn't use SupportResort. I had spoken back and forth through email about them installing modernbill + plesk 7 module and they were fast responses...FOR NOW...

So I went ahead and ordered and paid and they emailed me saying they started the installation. It's been about 2 weeks now and I have emailed them honestly about 20 times!!

NOT ONE RESPONSE FROM THEM! They did half the installation as I can see in my hosting account but nothing else! It's not even the money, I went to them because they looked reliable and they emailed me back so fast at first.

I WOULD AVOID. A business that communicates like this would be terrible to represent your customers.

SupportResort.com is a BOOO in my books. I have yet to get my money back or the installation done...not to mention a friggen RESPONSE!

-Mark

Dear Mark (skylapcom)

We are very sad to read this thread as we have responded promptly to every message you have sent to us, however our messages appear not to be getting through to you.

We entirely agree that if a business had communicated in the manner you described, then they would not deserve your business. However we pride ourselves on prompt and reliable support and would never deliver the kind of service you have described.

The work was completed some time ago and we have sent detailed information to the email address you provided to us. Each time you have written to us we have replied promptly.

We have checked our logs relating to all the messages we have sent you, and your mail server has responded each time with "Message accepted for delivery".

We can certainly understand your frustration in circumstances where it appears we have not been responding to you, but I can assure you we have in fact responded promptly on each and every occasion you have written to us and it has been a great concern to us that our messages are not reaching you.

If you would like to write to us with two alternative email addresses (preferably based on a different server than the email addresses you have provided to us previously) then we will respond promptly with details of the work we have undertaken.

Alternatively, you can contact us instantly 24/7 via IM using the details provided in the "Contact Us" section of our client area. You can find your login details for our client area in the welcome message we sent you when you signed up.

I hope that clarifies things, Mark. We hope to hear from you soon.

Thank you, I have now been contacted by SupportResort.com and they have completed everything for me. I am going through right now to see everything and it all looks good so far.

I take back what I said about this company. :)

Thanks

please reboot ;)

--------------edit-------------------------------------
and heres the seriousness of my post:
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i encourage any real host to do support to do it in-house just because its brings things full circle because then you get to know your clients (which ones to boot) and also which ones will need special resources

definitely. we needed some software installs and supportresort has installed tons so it was easier for them instead of us learning the system first. :)

IW ould recommend a US based company. Touchsupport.com is good