About Us

Order Now

   Overview
   Support Team
   Customer Center
   Support Center
   Knowledgebase


 


 


 
  Home - Support - Support Team

XpressHost™ -  Support Team

At XpressHost™, we have organized our entire company around our customers! Every XpressHost™ customer is assigned to a Customer Support Team. Your Customer Support Team can assist you with all your needs 24 hours a day, 7 days a week, 365 days a year!

Each Customer Support Team is made up of the following qualified professionals:

  • Support Specialist - Our Support Specialist serves as the first point of contact on our Customer Support Team. Our Support Specialists are highly trained and able to assist customers with most of the difficulties they encounter. If the issue is one that cannot be resolved by the Support Specialist, he or she will involve other members of the team, as necessary. Our Support Specialists serve as our customers' advocates and coordinate the efforts of the Customer Support Team to ensure that we are delivering dedicated Service.
     

  • Systems Administrator - The Systems Administrators on our Customer Support Team are those individuals who are experts in the various platforms our customers use (Windows 2003, Red Hat Linux) as well as the software we offer and support. Not only do our Systems Administrators possess a tremendous amount of technical expertise, they also have excellent customer service skills!
     

  • Security Specialist - The Security Specialist develops and implements security plans for each server. A security plan ensures that the server and data are secure, and that users can access the data they need. Security Specialist maintain the firewall and intrusions detection systems and carries our regular security checks & audit on all servers.
     

  • Deployment Specialist - The Deployment Specialist is responsible for the installation, configuration, and operation of all server at the data center. To meet the requirements of this role, the Deployment Specialist performs the following tasks:

    - Works with the staff to determine the requirements for Server installations.
    - Installs and configures all server on test machines.
    - Creates setup scripts for quick installation on other servers and for server recovery.
    - Documents all server installations before moving them to production, and documents all changes made to all server in production.
    - Deploys all server to production. / maintains server installations.
    - In high-availability configurations, the Deployment Specialist also configures and manages failover clustering, linked servers, and replication.
     

  • Monitoring Specialist -  The Monitoring Specialist performs day-to-day monitoring tasks, working closely with the Support  Specialist and Trend Analysis Specialist.

    The Monitoring Specialist typically performs the following tasks:

    - Works with the System Continuity Specialist to create the monitoring strategy.
    - Ensures monitoring jobs are running.
    - Responds to system alerts and provides problem details to other staff.
    - Consistently documents system performance and creates reports for the Trend Analysis Specialist.
     

  • Network Analyst - The Network Analyst assigned to your Customer Support Team knows virtually everything there is to know about the datacenter & network and can answer all your network-related questions.
     

  • Hardware Technician - The Hardware Technician assigned to our Customer Support Team is the individual who assembled your server's initially, and, therefore, knows your hardware. If you have hardware-related questions, our Support Specialist will involve the Hardware Technician assigned to our team.
     

  • IP Administrator - The IP Administrator assigned to our Customer Support Team completes all IP and DNS requests. Once your Support Specialist verifies that all the necessary information is included, he or she forwards these requests to the IP Administrator assigned to our team.
     

  • Billing Clerk - The Billing Clerk assigned to our Customer Support Team handles all billing issues. Once our Support Specialist gathers all the necessary information, he or she will involve the Billing Clerk assigned to your team, as necessary.
     

  • Account Executive - Our Account Executive is the individual who helped you configure and lease your server's when you first became a XpressHost™ customer. If you are interested in leasing additional servers or would like information about some of our other products or services, our Account Executive would be happy to assist you.

When you request support, whatever the issue, your Customer Support Team will work with you until we have either resolved the issue or identified a resolution to your problem.
 

::: QuickLinks :::