Digital Radar – Platform & Technology Updates
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Technical Support Plans
Technical Support Plans: A complete, production-ready service from IdiconWeb. We scope, implement and support it end-to-end so your team can focus on growth.
Technical Support Plans: IdiconWeb as Your Extended Tech Team
Serious digital projects need more than “call us if something breaks”. IdiconWeb offers structured Technical Support Plans where we operate as your long-term technology partner: monitoring, troubleshooting, optimisation, consulting and coordination with your internal team and external providers.
We design support plans for corporate websites, e-shops, real estate portals, booking platforms, SaaS, APIs and complex multi-site ecosystems. The focus is always the same: stability, speed, security and business continuity — not just “bug fixing”.
Each plan combines ticketing, SLAs, 24/7 AI assistant, scheduled maintenance, proactive checks, incident handling and clear reporting.
With IdiconWeb, you do not just “have hosting”; you have a technical team standing behind your digital presence every day.
Support Levels with Clear Response and Resolution Times
Not all businesses need the same intensity of support. IdiconWeb offers different support tiers (for example Essential, Advanced, Premium) with well-defined SLAs, so you know exactly what to expect for each incident type and priority.
Typical parameters include:
• Channels included (ticketing, email, chat, phone)
• Response time per priority (critical, high, normal)
• Resolution time targets for common issues
• Time windows (business hours vs extended vs 24/7)
• Number of hours per month included for work
• Escalation rules to senior engineers or DevOps
You can start with a lighter plan and upgrade as traffic, campaigns and online revenue grow. We always adapt the plan to your reality, not the other way around.
IdiconWeb turns “support” into a contract with measurable commitments.
Support Through the Channels Your Team Already Uses
IdiconWeb provides multi-channel support so your team can reach us from wherever they already work. The exact mix of channels depends on the support plan you choose and your internal processes.
Typical channels include:
• Web-based ticketing portal for structured requests
• Dedicated support email addresses
• Integrated chat widget for your internal team
• Optional phone support for urgent coordination
• AI chatbot that can log tickets 24/7 (see next sections)
• Optional WhatsApp / Viber channels for quick updates
All requests, regardless of entry channel, end up in the same ticketing system and follow the same workflow, SLAs and prioritisation rules.
IdiconWeb keeps your communication centralised, trackable and organised.
Every Request Becomes a Trackable Ticket with Clear Status
At the heart of our Technical Support Plans is a proper ticketing system. Every issue, request, change or question enters as a ticket with metadata: priority, project, environment (production, staging), affected systems and business impact.
For each ticket you can see:
• Current status (open, in progress, waiting, resolved)
• Assigned engineer and escalation level
• Full conversation history and attachments
• Time spent, timestamps and SLA tracking
• Links to related tickets, deployments or incidents
Your team can add comments, upload screenshots, files and request clarifications directly in the ticket. No more support via random emails and chat messages that nobody can track.
IdiconWeb gives your support process structure, transparency and accountability.
AI Chatbot Assistant: 24/7 First-Line Support and Ticket Creation
IdiconWeb integrates an AI support assistant that can help your team and in some cases even your customers 24/7. This chatbot is connected to your documentation, FAQs and ticketing system.
The AI assistant can:
• Answer common technical questions and “how to” scenarios
• Help your team describe problems clearly (steps, screenshots, logs)
• Automatically create or update tickets with the collected context
• Suggest known solutions from previous tickets or knowledge base
• Guide users through simple troubleshooting steps
• Escalate to human support when needed
This dramatically reduces response time for simple issues and helps your staff feel supported, even outside normal business hours.
IdiconWeb combines human expertise with AI speed and availability.
When Something Critical Breaks, We Switch to Incident Mode
Not all tickets are equal. When there is a critical incident — site down, checkout failure, payment issues, major security event, API outage — IdiconWeb follows a specific incident response protocol.
Depending on your plan, this can include:
• Dedicated “critical incident” channels for fast contact
• Immediate analysis and containment steps
• Coordination with your hosting provider or datacentre
• Temporary workarounds to restore basic functionality
• Root cause analysis and permanent fixes afterwards
• Clear communication updates during and after the incident
We understand that in ecommerce and lead generation, every hour offline represents real money and opportunities lost.
IdiconWeb is structured to react fast, not “whenever someone sees the email”.
We Don’t Only Fix Problems – We Work to Prevent Them
IdiconWeb includes preventive maintenance in the support plans: recurring tasks that keep systems healthy and reduce the probability of outages or security issues.
Depending on your stack, this can cover:
• Regular log and error review
• Updates for CMS, plugins and dependencies (with testing)
• Security checks and vulnerability scanning
• Backup verification and restore tests
• Cleanup of temporary data and old sessions
• Performance reviews and minor tuning
These activities are documented, scheduled and included in your monthly hours, so they do not depend on “finding time” later.
IdiconWeb keeps your systems in shape instead of waiting for failures.
Support That Is Connected Directly to Monitoring and DevOps
Our Technical Support Plans are deeply integrated with IdiconWeb’s monitoring, error reporting, DevOps and development workflows. This means we do not work blind: when a problem appears, we already have metrics, logs and context.
For example:
• Monitoring alerts open or update tickets automatically
• Error tracking tools send stack traces into the ticket
• Deployments and code changes are linked to incidents
• DevOps can quickly roll back or adjust configuration
• Developers can reproduce and fix complex bugs faster
You do not have to coordinate between “hosting”, “developer” and “agency” — IdiconWeb fills all those roles in one integrated support system.
The result is faster diagnosis, cleaner fixes and less finger-pointing.
We Analyse Tickets and Incidents to Improve Your Platform
Data from your tickets, incidents and maintenance tasks has real value. IdiconWeb prepares support reports and, depending on the plan, organises review calls where we discuss what is working, what causes friction and where to invest next.
Reports typically include:
• Volume and type of tickets per month
• Breakdown by area (hosting, application, content, integrations)
• Incident timeline and root causes
• Hours spent vs plan coverage
• Recommendations for improvements, refactors or infrastructure upgrades
These reviews help you prioritise technical work based on real data instead of assumptions, and align the roadmap with marketing and business goals.
IdiconWeb uses support as a feedback loop to make your digital ecosystem stronger.
Easy Onboarding and Plans That Grow with Your Business
Starting with IdiconWeb Technical Support Plans is straightforward. We begin with an onboarding phase where we document your systems, access, environments, critical paths (checkout, booking, forms), integrations (MyData, ERPs, couriers, payments) and business priorities.
From there, we define:
• The right support tier for your current stage
• Who from your team can open and approve tickets
• Escalation contacts for urgent decisions
• How we coordinate with your internal IT or external vendors
• Roadmap items to gradually improve your infrastructure
As your online activity grows — more traffic, more campaigns, more integrations — we can adjust the plan, hours and SLAs.
IdiconWeb becomes a stable technical backbone for your business, with flexible support that evolves as you scale.
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It usually takes about 24-48 hours to get started after you sign up.
Yes, we tailor every project based on your business goals and requirements.
We serve a wide range of industries including healthcare, finance, e-commerce, and more.
Absolutely! We work with clients across the globe.
We offer flexible pricing based on project size and complexity.
Yes, we offer ongoing support and maintenance packages.
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We stay up-to-date with the latest trends and technologies in the industry.
We provide regular updates via email, calls, and project management tools.
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