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onDemandSupport is our new private label support solution designed for individual web designers and web development companies that need to support clients' myriad requests to manage their sites. With onDemandSupport web designers can focus on acquiring and completing new projects rather than dealing with minor fixes or troubleshooting existing projects. onDemandSupport is a full fledged support team with an automated trouble ticket system which takes clients off of your back but gets the job done.
Cepios Software leverages its web maintenance skills in conjunction with a robust web based help ticket system to provide a white label support system for other web design firms.
If you are a small to medium web design Firm, with even a small number of clients, some percentage of your time goes ii making small trivial or sometimes even significant changes to your clients web sites. Many of these requests are one-off and require a considerable amount of time to be spent on an otherwise unremunerative exercise. Changes and corrections may range from change an address in a couple of pages, update a product listing in one page or little more complex, like add a new form on the site. However, these changes require nothing more than an hour at a time to sometimes a couple of days at the most.
While you may have the capability to complete this work, it is neither profitable for you to do this work nor does it help you get new work - rather it eats in to time that you could spend finding and completing larger projects.
Cepios Software takes over the burden of customer support with onDemand Support.
When you sign up with Cepios for onDemand Support, here are the things we will do:
1. Move all the source code of your clients' websites into our source control system. We will enable a script that will
back up the source code from our server to an FTP location of your choice once a week.
2. Set up staging sites for all your clients' sites. These will be of the format http://clientdomain.yourdomain.com.
These
staging sites can be set up on our server or on your own.
3. Create and enable synchronization scripts that will move code from Source control to staging and finally to
Production without manual intervention. This ensures that no errors creep into the live site due to human error.
4. Provide you with a custom support site - including your logo and branding so your customers never know that your
customer support service is outsourced. Your support site will be of the format http://support.yourdomain.com or of
a domain name of your choice. We will also configure one support email address of the type help@yourdomain.com.
5. The support site will enable your customers to post support tickets either through the web or by sending an email to
the support email address. An automatic ticket number is assigned and put into a queue for our agents to act on.
6. Our agents act on the tickets making changes as necessary. The changes are reflected on the staging site for your
customer's approval. Once the approval is obtained, the changes are instantaneously moved to the live site.
The cost of the components for onDemand Support are:
1. Set Up
2. Ticket packs – this is the minimum number of tickets you anticipate per month.
Each ticket is assumed to be one hour of work. Longer tasks will consume more tickets.Prices vary according to the
number of sites that need to be set up and the minimum number of tickets that you buy per month.
