OUTSOURCED SUPPORT - From US$3.01 per hour!

What We Do - As an online service provider, it's important that you deliver quality service and stable systems around the clock. That's where we come in.

Let us attend to your customers' needs so that you can focus on building your business and enjoying life.

We attend to your customers using your company name and not ours. We remain anonymous in the support process.

Plans and Prices
Service Plan	Setup (US$)	Price Per Month (US$)	Order
Full-time Online Support Agent - Standard (Normal Hours*)	$199	$699
Full-time Online Support Agent - Standard (Out of Hours*)	$199	$799
Full-time Online Support Agent - Premium (Normal Hours*)	$199	$899
Full-time Online Support Agent - Premium (Out of Hours*)	$199	$999
24/7 Online Support - Standard	$199	$1999
24/7 Online Support - Premium	$199	$3299

* For information on Normal Hours and Out of Hours shift times please refer to the Shift Times section below.

Dedicated Support

With the 24/7 Online Support plan, we provide a team of agents to work exclusively for you (one at a time) around the clock during the week. On weekends, shared support is provided in order to keep our prices as low as possible, and keeping in mind the fact that support volume tends to be lower on the weekend. On weekends, generally one agent will service two clients concurrently.

With the Full-time Online Support Agent plan, your assigned agent will work exclusively for you and no shared support will be provided.

Tasks covered

Your dedicated Online Support Agent(s) can perform a range of useful functions for you. Examples of tasks include:

• Answering customer queries via your ticket system, email, your live chat system or instant messenger;
• Providing general, technical, sales and/or billing support to your customers;
• Processing orders and other customer-related tasks;
• Posting to Internet forums and blogs;
• Performing data gathering and research tasks; and
• Carrying out basic technical tasks where instructions are provided.

Skills

We provide Online Support Agents with the following profile:

• Strong written English communication;
• Strong customer service skills; and
• Sound basic computing skills.

Interact with your assigned staff

You can interact with your assigned staff via:

• Email - we will notify you of an email address which you can use to directly contact the staff assigned to you. Your assigned staff can also respond directly to you;
  
• Instant messenger - we will provide an instant messenger address at which you can directly contact the staff assigned to you at any time during your daily service period; and
  
• Job Tracker - we provide a task management system in our customer center which you can use to provide instructions and files to your assigned staff.

Standard and Premium

We provide Online Support Agents at two quality levels to give you the flexibility to choose the service which best suits you. Compared with those at the Standard level, Online Support Agents at the Premium level have stronger: written English; customer service skills; problem solving ability; and/or technical or sales skills.

Supervision

We provide basic supervision only. That is, we ensure that your assigned staff attend work on time and work diligently while at work.

We do not provide advanced supervision, meaning that we do not oversee the actual tasks undertaken. Rather, you would need to directly interact with your assigned staff to ensure that work is being carried out to your satisfaction. You would also need to be sure to assign sufficient, clearly-defined work and to monitor work progress in order to get as much value as possible out of your paid support period.

Shift Times

With our 24/7 Online Support Agent plans, the 24-hour period is divided into three 8-hour shifts, and a staff member is assigned to work exclusively for you in each of those shifts. Staff member will require a meal break during each shift.

With the Full-time Online Support Agent plan, we assign an agent to work exclusively for you. The agent will work Monday to Friday, eight hours a day, with a one-hour meal break (that is, a 9-hour period). You choose the shift start time, but a surcharge applies if you choose Out of Hours shifts instead of Normal Hours shifts.

• Normal Hours shifts are those that do not start or end between 10.00pm and 6.00am Philippines time (GMT+8:00).
• Out of Hours shifts are those that start or end between 10.00pm and 6.00am Philippines time (GMT+8:00).

Time Zone Comparison

The table below has been provided to assist you with converting business hours in your location to Philippines time.

14-Day Money Back Guarantee

We have a reputation for quality and professionalism so we are confident that you will be delighted with our service. For your peace of mind though, we provide a 14-day money-back guarantee under which, if you are not completely satisfied with our service, you can cancel within the first 14 days of the first month and we will refund the unused proportion of your fees in full.

FURTHER INFORMATION

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