Let us answer your questions in advance
We are a very small company based in Portugal, Europe. The company itself, WNDP - WebNegócio Lda. (VAT PT513782540) has been in the business since December 2015, however, the owner has been working for several companies for 15 years. Some of these companies include, but aren't limited to:
Tapatalk - over 5 years of DevOps services using AWS, Linode and other Cloud providers;
Grindr - infrastructure monitoring / Site Reliability Engineer / DevOps services;
tmzVPS - L3 managed support for Dedicated and VPS customers;
ServerMania - L3 support for VPS and Baremetal;
Superior-Host - L3 support for VPS and Baremetal;
VirMach - L3 support for VPS, Baremetal and Webhosting;
Brixly - L3 support for VPS, Baremetal and Webhosting;
Fused - L3 support for VPS and Baremetal;
YOU? - We are thrilled to! ;-)
Other than hiring additional staff to cover other shifts and weekends, we plan on building a Coworking space in Leiria, Portugal.
This is one of our dreams as we believe that working on a coworking environment is pretty cool! We're still a bit far, but we won't give up until we reach our dreams.
Granted that we won't do any custom development/website development/programming for any of our clients within these support plans. You'd be looking to our Development plans, however...
Pretty much handle your support desk. Not only support, but we can also handle your sales and billing requests.
Being cPanel, DirectAdmin, WHMCS and SolusVM beta testers, we pretty much know the ropes, so we don't need any hand holding. We do understand that you may be running something custom, which in such case, we learn really damn fast.
Fair enough. Simply let us know what you'd like us to handle.
These are shared support plans, meaning that we'll be handle other support tickets within the same shift. This doesn't mean we'll be handling multiple tickets at the same time. That would be bad for all of us. Our replies are prompt, straight to the point and effective.
Ticket replies aren't counted, only unique tickets we respond to. Come on, we need to make sure that you're paying us enough. In all seriousness, we don't want summer hosts paying for a 200€/mo plan getting 50 tickets per hour. We need to implement some limits, however, we're pretty lenient. If you need to upgrade your support plan, we'll let you know.
As long as we have enough access to sort most tickets, you decide the access you give us. In the event a server of yours is down and we lack the IPMI access, we'll just call you. Otherwise, if we have enough access to sort the issue, we'll do it for you.
We respond prompt and efficiently. Solving a ticket fast and efficiently is the best way to do it. We don't like delaying simple stuff and SLA's are met to.
In terms of the quality of our replies, we'd say that it's close to native english, we'll gladly respond to tickets in English and Portuguese/Brazilian as well. Keep in mind, we're Human and we make mistakes too.
Glad to see we've convinced you to join our NOC!
Signing up is easy - order a plan, we'll contact you to share the credentials we need and we'll start working in your desk in the next 24 hours. This will allow us to learn everything about your infrastructure in detail in order to provide exceptional support to your clients.