Basic Support Plan
This plan is designed for clients who need reliable first-line support for common customer issues and proactive management of their service renewals. It focuses on providing essential customer assistance and resolving basic technical problems efficiently.
Target Audience
Clients requiring reliable first-line support for common customer issues and proactive management of service renewals.
Core Objective
To provide essential customer assistance, resolve basic technical problems efficiently, and ensure timely customer renewals.
Benefits of this Plan
- Cost-Effective Support: Efficiently handle common queries and basic troubleshooting without the need for clients to maintain a large, specialized internal team.
- Improved Customer Satisfaction: Prompt and professional responses to customer inquiries and quick resolution of basic issues enhance the end-user experience.
- Increased Renewal Rates: Proactive daily, weekly, and monthly renewal calling efforts help retain customers and secure recurring revenue for your client.
- Reduced Client Workload: Offloads routine customer interactions and basic support tasks, allowing your client's team to focus on their core business activities and growth.
- Professional Brand Image: Ensures customers receive consistent, high-quality support under your client's brand, reinforcing a professional image.
- Standardized Processes: Benefit from established ticketing and communication protocols for consistent service delivery.
Key Offerings
- A unique phone number (local or toll-free option, subject to pricing adjustments) will be provided for the client's customers.
- Professional, client-branded call greeting (e.g., "Thank you for calling [Client Name] support, powered by Logik Technologies. How may we assist you today?").
- Call routing and queuing system to manage call flow effectively.
- Scope: Addressing general inquiries related to the client's services, billing (as per client-provided information), and account management.
- Channels: Primarily phone-based support. (Optional add-ons: Email support, Basic Chat support).
- Agent Training: Logik Technologies agents will undergo specific training on the client's product/service portfolio, standard operating procedures (SOPs), and frequently asked questions (FAQs).
- Ticketing System: All customer interactions will be logged, tracked, and managed through a professional ticketing system. Clients can be provided with access for oversight and reporting.
"No Internet" Issue Resolution:
- Systematic guided troubleshooting: checking modem/router status lights, verifying physical cable connections (Ethernet, power), and ensuring device connectivity (computer, smartphone).
- Assistance with basic IP configuration checks (e.g., ensuring DHCP is enabled on user devices).
- Guidance on power cycling network equipment (modem, router).
- Identifying potential local outages based on information provided by the client or patterns observed.
Router Reset Assistance:
- Clear, step-by-step instructions for performing both soft resets (restarts) and hard (factory) resets of common consumer-grade router models.
- Client Prerequisite: Provide a list of router models commonly used by their customer base.
- Advising customers on the implications of a factory reset (loss of custom settings).
WiFi Password Management:
- Guiding users on how to locate their current WiFi password (e.g., on the router sticker, through a connected device if possible).
- Assisting users in changing their WiFi password and network name (SSID) via the router's admin interface (if the user can access it).
- Providing best practice advice for creating strong, secure WiFi passwords.
Daily Renewal Calling:
- Targeted calls to customers whose services are scheduled to expire on the current day or the following day.
- Scripted calls focusing on the ease of renewal and continued service benefits.
- Multiple contact attempts (e.g., 2-3 attempts at varied times) if the initial call is unanswered, following a defined protocol.
Weekly Expiry Renewal Calling:
- Proactive outreach to customers whose services are due for renewal within the next 7 days.
- Focus on providing advance notice and options for seamless renewal.
Monthly Expiry Renewal Calling:
- Contacting customers whose services are set to expire within the next 15-30 days.
- Opportunity to discuss longer-term renewal options or potential loyalty offers (if provided by the client).
Process & Reporting:
- Utilization of a client-provided and regularly updated customer database with expiry dates.
- Customizable call scripts approved by the client.
- Detailed reporting on call outcomes: renewed, pending, not interested, follow-up required.
- (Optional add-on: SMS/Email renewal reminders integrated with the calling campaign).
Reporting & Communication
- Daily Summary Report: Key metrics including call volume, types of queries, renewal calls made, and initial outcomes.
- Weekly Performance Report: In-depth analysis of call answer rates, average handling time, first-call resolution (FCR) for basic issues, and renewal success rates.
- Monthly Business Review Call: A meeting to discuss overall performance, trends, challenges, and collaborative strategies for improvement.
- Dedicated Point of Contact: A Logik Technologies account coordinator for ongoing communication and plan management.
Illustrative Service Level Targets (SLTs)
- Call Answer Rate: 85% of calls answered within 90 seconds.
- Basic Troubleshooting FCR: Aim for 75% resolution on the first call for issues within the defined basic scope.
- Renewal Contact Success: 90% of customers on the renewal list successfully contacted before expiry.
Advance Support Plan
This plan includes all features of the Basic Plan and extends support to more specialized technical troubleshooting for hardware like MikroTik routers and Optical Line Terminals (OLTs). It's ideal for clients needing a deeper level of technical expertise.
Target Audience
Clients who require all the features of the Basic Plan, plus more specialized technical support for specific network hardware like MikroTik routers and Optical Line Terminals (OLTs).
Core Objective
To provide an extended level of technical expertise for resolving more complex network issues, in addition to foundational support and renewal management.
Benefits of this Plan
- All Benefits of the Basic Plan: Including cost-effectiveness for general support, improved customer satisfaction, increased renewal rates, and reduced client workload.
- Faster Resolution of Complex Issues: Specialized expertise in MikroTik and OLT configurations significantly reduces troubleshooting time for advanced network problems.
- Enhanced Network Stability & Performance: Proactive and skilled support for critical network hardware helps maintain optimal performance and reliability of your client's services.
- Reduced Service Downtime: Minimized service interruptions for end-users due to quicker and more effective advanced technical support.
- Access to Specialized Skills On-Demand: Clients gain access to expert technicians without the overhead of hiring and training specialized personnel in-house.
- Improved Technical Problem Management: Better handling of complex issues leading to more robust and resilient network operations for your client.
All Basic Plan Features Included
Includes Dedicated Incoming Call Number, Comprehensive Customer Query Handling, Basic Technical Troubleshooting, Proactive Renewal Calling & Management, and Reporting & Communication structure from Basic Plan.
Enhanced Technical Troubleshooting Capabilities
Scope:
- Diagnosing and resolving common MikroTik RouterOS configuration issues: Firewall rules (basic to intermediate), Network Address Translation (NAT) configurations, DHCP server and client settings, Basic VPN setup and troubleshooting (e.g., PPTP, L2TP), Wireless network configurations (SSID, security, channel issues), Bandwidth management and Quality of Service (QoS) basics.
- Troubleshooting interface connectivity problems (Ethernet, SFP).
- Basic performance diagnostics: CPU load, memory usage, interface traffic monitoring.
- Guidance on MikroTik firmware upgrades and downgrades.
- Assistance with configuration backups and restoration.
Limitations:
Excludes advanced scripting, complex routing protocols (BGP, OSPF beyond very basic setups), new network design/architecture, and on-site hardware replacement.
Technician Profile:
Logik Technologies agents with demonstrable experience and/or certifications (e.g., MTCNA) in MikroTik RouterOS.
Scope:
- Basic OLT status verification: checking port status, power levels, and alarm indicators (requires client to provide remote access or tools for Logik to use).
- Troubleshooting Optical Network Unit (ONU) / Optical Network Terminal (ONT) registration and connectivity issues.
- Diagnosing signal level problems (Rx/Tx power) and identifying potential fiber issues (e.g., high attenuation – for escalation to client's field team).
- Interpreting common OLT alarms and recommending initial troubleshooting steps.
- Coordinating with the client's field technicians for issues requiring physical layer intervention or on-site presence.
Prerequisites:
- Client must provide detailed information on OLT models and manufacturers in use.
- Secure remote access to OLT management interfaces or a clearly defined process for guided access with client personnel.
- Established escalation procedures for issues requiring on-site field support from the client's team.
Technician Profile:
Logik Technologies agents with foundational knowledge of GPON/EPON technologies and experience with common OLT management interfaces.
Enhanced Reporting
(in addition to Basic Plan reporting)
- Advanced Technical Issue Analysis: Reports detailing types of MikroTik/OLT issues handled, resolution steps, and time-to-resolution for these advanced cases.
- Trend Identification: Highlighting recurring or common problems with specific hardware or configurations to aid in proactive problem management.
Illustrative Service Level Targets (SLTs)
(in addition to Basic Plan SLTs)
- Advanced Issue Acknowledgement: 90% of advanced technical issues (MikroTik/OLT) acknowledged and assigned to a specialized technician within X hours (e.g., 1-2 business hours).
- Escalation Efficiency: Clear and timely escalation of issues requiring client-side field support or higher-level internal expertise.
Enterprise Custom Plan
This plan is for large-scale clients or those with highly specific, complex, or unique operational and technical support needs. It offers a fully bespoke, integrated, and strategic support solution, designed in close partnership with the client.
Target Audience
Large-scale clients, or those with highly specific, complex, or unique operational and technical support requirements that go beyond standardized plans.
Core Objective
To deliver a fully bespoke, integrated, and strategic support solution designed in close partnership with the client to meet their specific business goals.
Benefits of this Plan
- Fully Tailored Solution: Services meticulously designed and implemented to meet the precise, unique, and often complex business needs and strategic objectives of the enterprise client.
- Strategic Support Partnership: Logik Technologies acts as an extension of the client's team, deeply integrated with their operations and aligned with their long-term goals.
- Maximum Scalability & Flexibility: A support infrastructure that can seamlessly scale up or down and adapt to the client's evolving business demands, market changes, or technological advancements.
- Optimized Operational Efficiency: Custom-designed support processes, potential system integrations (CRM, billing), and dedicated resources streamline operations and improve overall efficiency.
- Dedicated Expertise & Prioritized Resources: Access to a dedicated team of highly skilled professionals, potentially with exclusive assignment, ensuring the highest level of attention and technical capability.
- Proactive & Predictive Support Capabilities: Opportunity for advanced services like proactive network monitoring, trend analysis, and predictive issue resolution to minimize disruptions and enhance performance.
- Enhanced Business Outcomes: A support framework specifically engineered to contribute directly to the client's key performance indicators, such as customer retention, operational uptime, cost reduction, or market expansion.
- Comprehensive Governance & Reporting: Custom dashboards, in-depth analytics, and a robust governance model ensure full transparency and continuous alignment with client expectations.
Foundation
Based on client requirements, this plan can incorporate any elements from the Basic and Advance plans, and then be augmented with a wide array of custom services.
Process for Plan Development & Execution
- In-depth workshops and meetings with client stakeholders to thoroughly understand their business model, operational workflows, technical infrastructure, customer journey, existing support challenges, and strategic objectives.
- Detailed review of current support metrics, tools, and team structures.
Logik Technologies will develop a comprehensive proposal outlining a tailored service package. This may include (but is not limited to):
- Dedicated Support Team
- 24/7/365 Support Operations
- Multi-Lingual Support Capabilities
- Omni-Channel Support
- Advanced Network & System Monitoring
- Tiered Support Structure (L1, L2, L3)
- On-Site Support Coordination/Dispatch
- Custom Reporting & Business Intelligence
- System Integrations
- Third-Party Vendor Liaison
- Custom Training Program Development
- Dedicated Account Management & Governance
- Change Management Support
- A detailed project plan with milestones for service setup, team training, system configuration, and go-live.
- Joint UAT (User Acceptance Testing) to ensure all aspects of the solution meet client expectations.
- Delivery of services according to the agreed-upon scope and SLAs.
- Proactive performance monitoring, regular review meetings, and a commitment to continuous service improvement and innovation.
- Flexibility to adapt the service model as the client's business evolves.
Pricing Model for Enterprise Plan
Typically a custom pricing model based on the specific scope of services, resource allocation, technology requirements, and service levels. This could be a fixed monthly fee, a FTE-based model, or a hybrid approach.
Illustrative Pricing Overview
The following table provides an illustrative overview of potential pricing models for clients with approximately 500-700 active connections. Actual pricing will be determined based on specific client needs, agreed SLAs, and the final scope of services. All prices are indicative and in Indian Rupees (₹).
| Plan Feature |
Basic Plan |
Advance Plan |
Enterprise Plan |
| Primary Pricing Model |
Tiered Flat Monthly Fee OR Per Active Connection |
Tiered Flat Monthly Fee (Higher) OR Per Active Connection (Higher) |
Custom (FTE-based, Retainer, Project Fees) |
| Illustrative Monthly Range (Tiered Flat Fee) |
₹20,000 - ₹40,000 |
₹40,000 - ₹75,000 |
Starting from ₹75,000+ (Highly Variable) |
| Illustrative Per Active Connection (Monthly) |
₹30 - ₹60 |
₹60 - ₹100 |
N/A (Typically not primary model) |
| Target Client Size (Active Connections) |
Optimized for 500-700, scalable for other sizes. |
| MikroTik/OLT Support |
Not Included |
Included |
As per Custom Scope |
| Dedicated Resources |
Shared Team |
Shared Team (with specialized skills access) |
Option for Dedicated Team/FTEs |
| Customization Level |
Standardized |
Standardized with Advanced Tech Scope |
Fully Customized |
Basic Plan
Primary Model: Tiered Flat Monthly Fee OR Per Active Connection
Monthly Range (Flat Fee): ₹20,000 - ₹40,000
Per Connection (Monthly): ₹30 - ₹60
MikroTik/OLT Support: Not Included
Dedicated Resources: Shared Team
Customization: Standardized
Advance Plan
Primary Model: Tiered Flat Monthly Fee (Higher) OR Per Active Connection (Higher)
Monthly Range (Flat Fee): ₹40,000 - ₹75,000
Per Connection (Monthly): ₹60 - ₹100
MikroTik/OLT Support: Included
Dedicated Resources: Shared Team (specialized skills access)
Customization: Standardized with Advanced Tech Scope
Enterprise Plan
Primary Model: Custom (FTE-based, Retainer, Project Fees)
Monthly Range: Starting from ₹75,000+ (Highly Variable)
Per Connection (Monthly): N/A (Typically not primary model)
MikroTik/OLT Support: As per Custom Scope
Dedicated Resources: Option for Dedicated Team/FTEs
Customization: Fully Customized
Target Client Size (All Plans): Optimized for 500-700 active connections, scalable for other sizes.
Disclaimer: The pricing above is for illustrative purposes only and is subject to change based on detailed requirements analysis, agreed service levels, and contract terms. Please contact Logik Technologies for a personalized quote.
General Considerations Applicable to All Plans
The following considerations apply across all our service plans, ensuring a consistent and high-quality experience for every Logik Technologies client.
- Client Onboarding: A structured onboarding process will be followed for all new clients to ensure smooth transition, knowledge transfer, and system setup.
- Data Security & Confidentiality: Logik Technologies commits to maintaining the highest standards of data security and confidentiality, with appropriate NDAs and data handling protocols in place.
- Scalability: Plans are designed to be scalable, allowing clients to adjust service levels or add features as their business grows or needs change.
- Service Level Agreements (SLAs): Specific, measurable, achievable, relevant, and time-bound (SMART) SLAs will be formally agreed upon and documented for each client contract.
- Feedback Mechanism: Regular channels for client feedback to ensure service satisfaction and identify areas for improvement.
