Tech Support Services

Nexco Site Migration Service is a moving experience!

Your site migration will be handled by Tier 3 engineers and great care will be taken to ensure everything works as you expect. After a quick tour of your site's technology and a migration meeting between you and your Nexco engineer, we're off to the races! Special discount rates apply when you migrate to a Nexco Hosting plan.

Standard Migration includes:
- 30 minute site migration meeting with a Nexco engineer
- Migration of one site with one root directory of files
- One time SFTP copy transfer of the root directory from your current server to your new server
(Power Pack assigned hours: 2.0)

Database/CMS Migration includes:
- 30 minute site migration meeting with a Nexco engineer
- Migration of one site with one root directory of files and up to two databases
- One time SFTP copy transfer of the root directory from your current server to your new server
- One time Database backup for up to two databases on your current server, SFTP copy transfer of the backup(s) to your new server, and installation of database(s) on your new server
(Power Pack assigned hours: 5.0)

Legacy Site Migration
if you have a Website or Web application that employs older technologies, and which may not be supported any longer, site migration may require special configurations. Please contact us for details.

Migration Requirements:
- Migrations can only commence upon our successful connections to your servers. When we receive your connection credentials we test them before we begin to ensure everything goes smoothly.
- All migrations require root access to both current and new servers as well as valid IP addresses on both.
- Firewalls for both servers must also allow access.
- Database migrations require that there is enough local hard drive space on your current server to fully copy the database you wish to migrate. Additionally, in order to create the database on the new server, we must have full privileges to create databases and tables.

About Migrations:
- Files are not downloaded and uploaded during the migration but copied to the new server directly. When the process is complete there are two exact copies of your site, one on each server. You will need to close or cancel the old server when you are ready to switch to the migrated site.
- Patience is a virtue and is often required for migration work. There are times when connectivity issues conspire against moving forward as quickly as we'd like. You have our assurance that we're with you all the way and will continue to troubleshoot with you until all issues are resolved.

Our specially trained Drupal Update engineers will handle all the details of keeping your Drupal site up to date with the very latest Drupal modules and Drupal core system updates.

Your Nexco Drupal Update engineer will require the following information to complete your updates:
- Your Website's FTP credentials that lead to the root of your Drupal installation
- Details of any customizations made to the code of any Drupal modules or Drupal core
- And if you use a firewall, you may need to add our IP address to your server firewall rules to allow us access to your server
- You'll also want to add our update email address: drupalupdate@nexco.com to your Drupal install's auto email notification system

Drupal Update (One Update)
- Your engineer will assess the requirements of your site and will perform one update session where all modules and Drupal core will be updated as required. (One time fee.)
(Power Pack assigned hours: 2.0)

Drupal Update Business (Quarterly)
- Once every three months your engineer will assess the requirements of your site and will perform a scheduled quarterly update session where all modules and Drupal core will be updated as required. (Quarterly auto-debit.)
(Power Pack assigned hours: 6.0)

Drupal Update Secure Ecommerce (Monthly)
- On a continuous basis your engineer will assess the requirements of your site and will perform unlimited updates as required whenever any new versions are released for any module or Drupal core. This is a daily monitoring of your site and provides the highest level of security. Updates are guaranteed to be installed within 5 business days of release. (Monthly auto-debit.)
(Power Pack assigned hours: 12.0)

( Restrictions: Nexco Drupal Update Service pricing is applicable for updates within the same major version number, such as: between v6.18 and v6.19. For upgrades between major versions, such as between Drupal 5.x and Drupal 6.x, please call for information about our Engineering Services. Drupal installations containing custom code may require additional Engineering Services. Drupal Update Secure Ecommerce has no limit to the number of modules that can be updated. The One-time and Quarterly services are limited to 50 module updates per session. Additional modules for One-time and Quarterly services will incur additional Engineering Service fees. )

Nexco's Help Desk Services operates out of our facilities in Bangalore, India. Our skilled English speaking staff can be trained and scaled up quickly to support your needs. Call us to discuss the process of training and staffing. We'll get your Help Desk up and running fast.

Help Desk Business 8 includes:
- 1 full time Tier 1 / Tier 2 Help Desk staff member
- 1 Help Desk line 8 hours per day, Monday to Friday (certain holidays off)
- Your choice of time zone to operate in and the daily start time
- Phone line, office space, computer station and connectivity to the Net
- Management oversight by both Nexco India and US Project Management staff
- Bi-weekly management assessment meeting with Nexco management and your Help Desk resource
(Power Pack assigned hours: 40)

Help Desk Pro 24 includes:
- 3 full time Tier 1 / Tier 2 Help Desk staff members
- 1 Help Desk line 24 hours per day, seven days per week (certain holidays off)
- Shared phone line, office space, computer station and connectivity to the Net
- Management oversight by both Nexco India and US Project Management staff
- Bi-weekly management assessment meetings with Nexco management and your Help Desk resources
(Power Pack assigned hours: 120)

(We can support as many open simultaneous Help Desk lines as you require. Simply add multiple Help Desk products to your cart. Each Help Desk product will provide you with another simultaneous line. We can also assist you with Tier 3 Help Desk outsourcing. Call us for details.)

Nexco's One on One training can be completed remotely via Web conferencing or at your site. Call us to find out how we can help you and your staff expand your knowledge base.

One on One Training Session
- 1 to 2 Attendees
- 60 minute screen sharing session led by trainer remotely
(Power Pack assigned hours: 1.0)

One on One Training Session
- 3 to 9 Attendees
- 2 hour screen sharing session led by trainer remotely
- 60 minutes of follow up training as required by attendees with further questions
(Power Pack assigned hours: 3.0)

One on One Seminar Presentation
- 10+ Attendees - A several hour "standup presentation" for larger groups including questions and answers. This can be accomplished remotely by projecting the screen sharing session off the Net, or the trainer can travel in person to your location for the presentation.
(Power Pack assigned hours: 5.0)

(Travel expenses incurred for on-site training are billed separately.)

Features of Nexco Tier 3 Support:
- All Tier 3 Support incidents are resolved by Tier 3 technicians.
- All plans include unlimited roll over hours. That means if you don't use all your hours in a given month you keep them to use later.
- All Tier 3 monthly support plans already come pre-discounted at Power Pack rates making Tier 3 support a double discounted option when including in Power Packs. A terrific deal.

Tier 3 Support Plans

Nexco Tier 3 Support Single Incident includes:
- 1 support incident resolved by a Tier 3 engineer via phone, email or Web
- Engineering time for incident : 1 hour
(Power Pack assigned hours: 1.0)

Nexco Tier 3 Support Gold includes:
- 5 support incidents resolved per month by a Tier 3 engineer via phone, email or Web
- Maximum engineering hours per month : 15 (10 hours new incidents; plus 5 hours roll over)
(Power Pack assigned hours: 8.5)
(Gold Support Special pricing explained: 10 hours discounted 15% = 8.5 Power Pack hours. This gives you one and a half extra hours free of charge in your Power Pack to assign to other services.)

Nexco Tier 3 Support Platinum includes:
- 5 support incidents resolved per month by a Tier 3 engineer via phone, email or Web
- 5 hours of hands on coding, software updating, server maintenance and other engineering tasks
- Maximum engineering hours per month : 25 (10 hours new incidents, 5 hours engineering tasks; plus 10 hours roll over)
(Power Pack assigned hours: 12)
(Platinum Support Special pricing explained: 15 hours discounted 20% = 12 Power Pack hours. This gives you 3 additional hours in your Power Pack free of charge to assign to other services.)

Nexco Tier 3 Support Partner includes:
- Unlimited support incident submission to Tier 3 engineering via phone, email or Web for the period of the plan
- Unlimited roll over hours, use your roll over hours whenever you wish, no monthly cap
- 40 hours of hands on coding, software updating, server maintenance and other engineering tasks related to support tickets
- No maximum number of engineering hours per month (40 hours engineering; plus unlimited roll over hours) (*Redeeming roll over hours is subject to resource availability. Contact us in advance of redeeming large numbers of hours so that we may ensure the proper staffing levels for you.)
(Power Pack assigned hours: 30)
(Partner Support Special pricing explained: 40 hours discounted 25% = 30 Power Pack hours. The best deal in the house. This awards you with 10 extra hours in your Power Pack free of charge to assign to other services.)