End-User Support for iHubNet Reseller Hosting Plans (Switch Series)
At iHubNet, we provide FREE End-User Support with all our Switch Series plans. This allows our technical staff to provide e-mail support to your customers via your branded e-mail address (Technical Support ONLY).
When your customers need technical support, they can e-mail support@yourdomain.com and their e-mail will be forwarded to our anonymous helpdesk. Once the e-mail is received, your customers will in turn receive a customizable auto-response e-mail confirming that they have opened up a ticket. One of our staff will look at the e-mail ticket that your customer has opened up and respond back. Our staff members will always respond back with your company signature and name -- iHubNet is not mentioned anywhere.
| Key Features | End-User Support |
|---|---|
| Price | FREE! Value-Added Service with the Switch Series |
| Anonymous Mail Sender IP | We use a separate subnet without our network label to send out response e-mails for our anonymous helpdesk. |
| Anonymous DNS | Included |
| Branded Using Your Company/Business Name | Yes |
| Ticket Limit | 200 E-mails per month |
| Hours of Operation | 24x7x365 |
| Support E-mail Address | One Included |
| Support Questions | Technical Support Only (Other issues will be forwarded to sales@yourdomain.com) |
| Customizable Auto-Response E-mail | Yes |
Why only e-mail support? Why not through the anonymous helpdesk?
The reason we don't provide the URL of the anonymous helpdesk and offer support ONLY through support@yourdomain.com is that we don't want your customers to become confused if you have your own helpdesk for sales, billing and your own technical support. If there were two helpdesks, it would become apparent that you are using outsourced support. So, we offer our support in this fashion for the sole purpose of anonymity.
Since support@yourdomain.com gets forwarded to our anonymous helpdesk, you can also set up your own helpdesk to receive the e-mail ticket from support@yourdomain.com. This way, you will also have a record of the request and you can help your customer if and when you are online.
If you have any questions regarding our "End-User Support", please contact us.Terms
If we get sensitive questions from your customers such as "Are you guys outsourced?", "May I know where your technicians are located?", or "How many staff members are on your team?", we will forward the tickets to sales@yourdomain.com. The same will hold true if we get any sales or billing-related questions. This means that you will be required to set up sales@yourdomain.com.
