Hi Rob,
We currently have a two tier system. When a customer phone us, they get through to a customer support operative, who search a knowledge base for answers, and have access to the customers account, billing and server information. If the question cannot be answered at this stage, the caller is passed to a technician.
This reduces the cost significantly, as customer support operatives are paid roughly £13,000 per year.
Pricing would depend entirely on estimated call volumes from your company.
