Tech support for PC&connected devices - SupportMinds makes IT work for you

FAQs


	Who qualifies as an SMB?
	How does SupportMinds SMB package help small businesses?
	How can an SMB subscribe to SupportMinds services?
	Why should 2 e-mail ids be mentioned at the time of registration?
	What is the Support Policy document?
	What's the difference between an account owner and an account user?
	How can individuals in the SMB use the SupportMinds SMB package?
	What are the services available to users of an SMB account?
	How can an account owner add or remove users?
	What is a Refill pack?
	How does the Monthly Recurring Plan work?
	How can I change my Plan?
	What is Remote Support?
	What does roll over of calls mean?
	How do I log a case?
	How do I renew my subscription?
	What is the refund process?

Who qualifies as an SMB?

Any Small Medium Business that involves a network comprising of 5 – 50 computers qualifies as a SMB. A SMB account at SupportMinds typically belongs to any small business owner who would like IT help desk services for all his employees.

How does SupportMinds SMB package help small businesses?

A small business does not necessarily mean that you need to compromise on the connectivity and performance of your network. SupportMinds can help you ensure that you have an extremely efficient network which does not interrupt your business at any point of time. The SupportMinds SMB package is like having your own 24x7 IT help desk services to keep your business network up and running. SupportMinds SMB package can give your network the reliability, security and speed it requires.

How can an SMB subscribe to SupportMinds services?

Subscribing to SupportMinds SMB package is really easy!

Register your account with SupportMinds.
Choose the plan (Monthly Recurring or Annual) that suits you the best and subscribe using your credit card.
Fill in the Support Policy details.
On successful subscription you will receive a confirmation email from us with details of your UserName, Password and SMB Code.
You can pass on this SMB Code to your employees. Have them register as a user of your account by stating this SMB Code at the time of registration.

Why should 2 additional e-mail ids be mentioned at the time of registration?

SupportMinds keeps its customer’s needs utmost in mind while offering its services. You are asked to mention 2 additional e-mail ids at the time of registration so that those ids can be used as back up admin log-ins to access the account when the actual Admin account owner is not available.

What is the Support Policy document?

The Support policy document outlines the checklist of services available to an SMB from SupportMinds. An SMB account owner can select the services he wants to be rendered to his employees. Only the services approved by the account owner will be available for other users of that account. The account owner has the rights to edit the support policy at any point of time.

What's the difference between an account owner and an account user?

The account owner is the administrator of the account and has full control over his account. He can add or remove users. Monitor usage of services by his employees. The rights to edit the Support policy document vests only with the account owner.

The account user is any user of the SupportMinds SMB account who registers with the account owner’s SMB code. The account user can log tech support cases with SupportMinds and has access to view only his support tickets. He cannot make any changes what so ever to the account.

How can individuals in the organization use the SupportMinds SMB package?

Any number of individuals in the SMB can use our tech support services. The individual would have to register himself as a user and provide the SMB code given to his organization to complete the registration. The SupportMinds IT help desk services allows each user of an SMB account to log individual tech support cases.

What are the services available to users of an SMB account?

SMB account users can use only those SupportMinds offering as requested for in the Support Policy document at the time of subscription by the Account Administrator.

How can an account owner add or remove users?

The account owner can monitor the usage of his account and decide to add or remove users at any point of time. He can do this anytime by logging into his account. On his account dashboard he can click on the View Users tab and see the list of users along with details of the number of cases used. He can let them choose to Deactivate a user’s account by clicking on the Deactivate button. This will ensure that the user will not be able to log into this account anymore or make any support calls. The user’s id will still be on display for the Account owner for record purposes.

To add a user, click on the Add User tab and register the new user. The account owner must mention the new user’s e-mail id, First name and Last name to complete the registration and add the user.

What is a Refill pack?

Any time an account owner over shoots the number of support calls eligible under his plan, he can avail more support calls by subscribing to the Refill Pack. This pack helps him add more calls to his existing package. What’s more - unused calls can be allowed to roll over.

How does the Monthly Recurring Plan work?

With the Monthly Recurring plan the account owner has to pay the subscription amount for the first month at the time of subscription. From then on the subscription amount is charged automatically on the card used at the time of subscription at the beginning of every month for the next 11 months. You will receive an e-mail reminder 3 days before your card is charged and also one confirming payment after we’ve successfully charged your card.

How can I change my Plan?

The account owner can change, upgrade his plan typically before the next billing cycle from the Subscription tab on his dashboard. The account owner will then be charged the balance amount calculated based on call usage.

What is Remote support?

Remote support is a revolutionary new feature which lets you sit back and relax while our tech support experts take control of your PC and fix your network issues. No more long waits for the onsite engineers to come to your office and fix your PC, router or printer! Getting your PC fixed was never easier. Get connected back onto your network and stay connected really quick.

What does roll over of calls mean?

Any unused calls in an Annual Plan or Refill pack will automatically roll over to the next month. So that way all unused calls are still available for you to use month after month up to the time of your subscription validity.

How do I log a case?

Any problem that a user may face with his PC or its connected devices that he contacts SupportMinds for, is considered a Case.

Any account user can call our 24x7 help desk or log his tech support case from his account dashboard. To log a case:

Login to your dashboard and select ‘Create Case’.
Give us a brief explanation of your network setup and the problem that you are facing.
Submit the case.

Our engineers will respond back to this case within 2 working days. You can check for the Case updates under Case History.

How do I renew my subscription?

You have the option to renew your current subscription at anytime. You can choose to renew your current subscription or select a new plan. To renew your subscription:

Login to your account.
Click on the Subscription tab on your account dashboard.
Click on Renew and select the plan that you wish to renew.
Put down your credit card details and subscribe.

What is the Refund process?

You have the option to unsubscribe and get a refund for your subscribed plan. E-mail your refund requests to refund@supportminds.com

Your account becomes inactive once the unsubscribe request is received. The refund amount will be credited to the credit card used at the time of subscription.

Refund Policy is subject to change. Please check our website www.supportminds.com for updates.

User Name:

Password:

Remember me on
this computer.

Forgot Password

Click here to Sign up

Already signed up?
Click here to add users

SMB Home

Why SupportMinds?

How it works?

Scope of Support

FAQs



Home \| About us \| Terms of Service \| Privacy Policy \| Site Map \| Contact us
© Copyright 2007 SupportMinds.com, All rights reserved.