Provide 1st and 2nd level support for a Plesk 8.2/Redhat server supporting 50+ domains/clients. There are 3 primary levels of support required:
I) Provide support for Redhat FC6/Plesk 8.2.1 server. This includes 24x7x365 monitoring, 4 hour response time, direct work with hosting provider (1and1).
II) Provide e-mail support to clients with guaranteed e-mail response within 24 hours 7 days/week. These issues typically involve password reset, email or minor website issues. Also take care of assisting customers in installing standard packages through Plesk.
III) Provide billable support for J-shop and X-cart e-commerce systems requiring periodic content updates and software patches. Also provide basic website updates (simple HTML/CSS) updates.
Other key requirements:
a.) Must speak and write fluent English
b.) Prefer locale +/- 2 hours from GMT
c.) Must be reachable by telephone (no e-mail or Chat only)
d.) Must have a team of at least 3 staff (no single person options)
Willing to pay a premium for this service - but it has to be exactly as listed above. I want a 100% commitment to responsiveness and customer service which I can offer to my customers.
If agreed, the terms will include the SLA (Service Level Agreement) as above and will include penalties for non-compliance.
- Ok - the tough part is out of the way.
Ideally I'm looking for a small web hosting company with good e-commerce skills who understand server maintenance and support - with good English language skills and preferably based in the UK.
Only serious bidders should respond.