The Customer Support Cloud

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Plans & Pricing

Fully managed, highly scalable customer support hosted by InstantASP within Windows Azure

Personal

$

39


/ month

  • Up to 2 Support Agents
  • Public or Private Support Site
  • Email, Web, Phone, Chat & Social Support
  • Unlimited Tickets, Contacts & Articles
  • Free Upgrades + 1st Class Support


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Professional

$

89


/ month

  • Everything in Personal Plus...
  • Up to 5 Support Agents
  • Advanced SEO Capabilities
  • Advanced Ranked Search
  • Free Theme To Match Your Brand


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Business

$

149


/ month

  • Everything in Professional Plus...
  • Up to 10 Support Agents
  • Optional FTP Access
  • HTTPS / SSL Support
  • Telephone Support


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Enterprise

$

229


/ month

  • Everything in Business Plus...
  • Up to 20 Support Agents
  • On-Premise Development Install
  • Optional Database Access
  • Single Sign On (SSO) Support *


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* We will work with you to seamlessly integrate our software into your existing authentication system.

Use Your Domain

You can use your own domain name for exmaple support.yourcompany.com with all InstantKB plans. We'll send you information on how to update your DNS records once your hosted service is configured.
Free Theme
We want to ensure your support center represents your brand. If you purchase our Professional plan or above we'll work with you to develop a beautiful unique theme to perfectly matche your brand or existing web site.
Free Migration
We'll happily work with you to migrate your existing on-premise InstantKB installation over to our fully managed secure cloud environment. We can also assist with other documentation imports. Contact us for details.
Security
All hosted customers are isolated within virtualized Windows Azure environments meaning your data will never be mixed with data from other customers. Your installation is backed by ISO/IEC 27001:2005 standards for security and reliability.
Reliability
All virtualized environments are stored within Windows Azure blob storage with real-time geo-replicated storage & fail over enabled. In addition we back-up your data on a regular basis off-site within encrypted cloud storage.
Scale
Being hosted upon Windows Azure we can easily scale up or out to meet the demands of the most intensive installations. We constantly monitor the performance of all servers & can automatically scale if specific resource thresholds are reached.

Frequently Asked Questions

  • How do I pay & how will I be billed?
    • You can sign-up for all hosting plans via our web site securely using your credit card. All hosted services are automatically billed every 30 days in advance for the next month’s usage. You will be billed every 30 days from the date you sign-up until you cancel your hosted service.
  • How many users & concurrent users are supported?
    • We don’t limit the number of users or for that matter any of the data you can store within your database. Due to the physical memory constraints with each of our hosting plans we do only support a limited number of concurrent users. Our starter plan can be used with up to 1,000 concurrent users, our Business plans supports up to 2,000 concurrent users whilst our enterprise plan supports up to 5,000 concurrent users. If you need more than 3,000 concurrent users please contact us to discuss dedicated solutions.
  • How secure is my data?
    • All our hosted services are built upon the Windows Azure platform and hosted in datacenters fully managed by Microsoft. Windows Azure runs in geographically dispersed datacenters that comply with key industry standards, such as ISO/IEC 27001:2005, for security and reliability. In addition to datacenter, network, and personnel security practices, InstantASP incorporates security practices at the application and platform layers to enhance security for our customers.
  • Are there any contracts / long term commitments?
    • No. We would rather keep you as a customer by offering great service and support. You can cancel your hosted account at any time. That said we cannot refund your monthly subscription so we would suggest you cancel towards the end of the current billed month. If you cancel your hosted service just after being billed I’m afraid we cannot refund this.
  • Is my account compliant with my regulatory requirements?
    • We commit to compliance with data protection and privacy laws generally applicable to IT service providers. If you are subject to industry or jurisdictional requirements, you will need to make your own assessment of your ability to comply. Customers in many industries and geographies have found they can use our hosted service in a manner that complies with applicable regulations, provided they utilize the services in a manner appropriate to their particular circumstances.
  • Can we pay annually?
    • Yes. If you would like to pay annually please contact us. We can also offer a small discount if you choose to pay annually. We will contact you via email each year when your plan is due for renewal.
  • What happens if I exceed storage or memory limits?
    • Our plans are designed to scale with the size of your business, so we do ask our customers to purchase a plan that will fit their level of use. You should expect your storage and database to grow over time depending on the usage of your service. If you exceed memory or storage limits you'll need to purchase enough storage or memory to match your growth as it occurs.
  • Are there any separate email sending fees?
    • To protect our mail servers against being blacklisted we limit the total number of emails you can send to 2000 emails per day or 60,000 emails per month. If you need to send more than 60,000 emails per month you can either use your own SMTP server from our hosted software or contact us for further pricing.
  • How can I use my own domain?
    • Our Business and Enterprise plans allow you to use your own company domain name to access your hosted version of our software. You will first need to register your preferred domain name with a domain name registration service (for example GoDaddy). Once you have your domain you can add a A record for your domain or sub-domain to point this to our hosted service. This process once set-up correctly will be completely transparent to you're end users.
  • Can we use SSL for our hosted service?
    • Yes. We will happily restore your signed certificate on our servers allowing you to use SSL for your hosted installation. You will need to obtain the SSL certificate from a signing authority and provide InstantASP with a “pfx” file we can import into the server certificate store. Please contact us to discuss this requirement further.
  • What happens if another third party asks InstantASP for my data?
    • We believe our customers should control their own information whether stored on their premises or in a cloud service. Accordingly, we will not disclose customer data to any third party (including law enforcement, other government entity or civil litigant) except as you direct or is required by law. Should a third party contact us with a demand for customer data, we will always redirect the third party to request this information directly from you.
  • What level of support is provided with my plan?
    • All our plans are backed by our prompt first class support. You can open support tickets through our web site or email InstantASP directly and we'll strive to respond within 24 hours Mon-Fri. For urgent assistance you can also call us directly Mon-Fri 9am-9pm GMT. If you receive our voice mail please leave a message and we'll call you right back.

In More Detail

Features
Personal
Professional
Business

Enterprise

Fully Managed Feature Tick Feature Tick Feature Tick Feature Tick
Unlimited articles & tickets Feature Tick Feature Tick Feature Tick Feature Tick
Unlimited agents & users Feature Tick Feature Tick Feature Tick Feature Tick
Your own domain name Feature Tick Feature Tick Feature Tick Feature Tick
Branded Support Site Feature Tick Feature Tick Feature Tick Feature Tick
Email & Ticket Support Feature Tick Feature Tick Feature Tick Feature Tick
Fully Redundant Feature Tick Feature Tick Feature Tick Feature Tick
Fully Isolated Feature Tick Feature Tick Feature Tick Feature Tick
Database BackUps - Feature Tick Feature Tick Feature Tick
Advanced SEO - Feature Tick Feature Tick Feature Tick
Indexed Search - Feature Tick Feature Tick Feature Tick
SSL Support - Feature Tick Feature Tick Feature Tick
Off-site BackUps - - Feature Tick Feature Tick
FTP Access - - Feature Tick Feature Tick
Single Sign On (SSO) - - Feature Tick Feature Tick
Phone & Skype Support - - Feature Tick Feature Tick
Bespoke Theme - - - Feature Tick
Local Installation - - - Feature Tick
Custom Functionality - - - Feature Tick
SQL Database Access - - - Feature Tick
Automated Service Scaling - - - Feature Tick

True Cloud Hosting

Learn how we ensure your hosted service is highly resilient and can scale as your business grows. We host all our customers in a true cloud environment upon Windows Azure.

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