Hosted Suppport Suite questions

[fdstech]

We operate a Managed Services, VOIP Telephony, and Web Development company.

Questions:

1) What is the lead time for complete setup of hosted site?
2) Is there a term commitment for hosted service or is it month to month?
3) Is there a privacy/confidentiality guarantee for our data?
4) What is the ability to make our own COMPLETE backups of our hosted data?
5) Can we EASILY transfer the data to an in house installation if we decide to change later?
6) If we setup an A host record in our DNS can we point it to a static IP (hostname entered in you apache.conf or ?) that will resolve as say support.fdstech.com
7) Can I get fries with that?

Thank you very much

[Jamie Edwards]

Hi fdstech,

Welcome to the forums

1. From payment to account setup, typically less than an hour.

2. The minimum term payment is one month.

3. All of our staff are bound to non-disclosure agreements, and a limited number of staff have direct access to the hosted servers.

4. With the click of a button (in your customer area), you can generate a full database backup. When the backup has completed, a link to the backup archive will be e-mailed to you; you can then download and save this to your own local storage.

5. Yes you can, very easily. If you run into difficulties, we would assist you with the transfer.

6. No, I am afraid this is not possible (see this thread: Can I alias my hosted site).

7. Salt, ketchup, mayo?

If there is anything else, do post back.

[fdstech]

Additionally:
1) If we pay for the option of self branding, what customization's are we allowed on the help desk and chat window?
2) Are we permitted to customize the "Live support" image?

[Jamie Edwards]

1) If we pay for the option of self branding, what customization's are we allowed on the help desk and chat window?

You have access to all of the front-end cosmetic (HTML) templates and code, and can edit these as appropriate; including replacing all of the images.

[fdstech]

And finally:
1) Do the above customizations apply to the hosted version?

[Jamie Edwards]

Yes - all of the templates of the front end of the support desk can be modified via the administrator control panel.

However, you are not able to store files of your own (such as additional images or templates) on the server; you would have to host them offsite and reference them or link to them.

[fdstech]

Ok, That raises an additional question:
1) There is a downloads section of the app. Are those files hosted on the server? If so why are we able to host those and not images?

[PeteV]

This is a matter of access. On hosted eSupport, you only have access to eSupport's support GUIs (for Users, Staff, and Admin), plus the Members Area GUI (for backups, clear cache, version upgrades). The Download files, attachment files for Tickets, and Backup files are managed from with these GUIs.

Kayako simply does not provide an interface to down/upload files directly to the hosted server. No (Plesk file manager) GUI, no FTP access, etc. That's all.

[craigbrass]

It is currently being discussed at Allow upload of image files to hosted locations for skinning purposes

[Jamie Edwards]

Originally Posted by PeteV

This is a matter of access. On hosted eSupport, you only have access to eSupport's support GUIs (for Users, Staff, and Admin), plus the Members Area GUI (for backups, clear cache, version upgrades). The Download files, attachment files for Tickets, and Backup files are managed from with these GUIs.

Kayako simply does not provide an interface to down/upload files directly to the hosted server. No (Plesk file manager) GUI, no FTP access, etc. That's all.

This is correct.