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Reliable Website Design and Website Hosting Support

Information Technology is evolving at a frightening pace and as we unleash the power of the internet in the business arena, we have to deal with the occasional IT bugs and adaptation along the way.

Wouldn't it be nice to enjoy the benefits of IT without worrying about the technical jargons and know how? And being able to change your website at will without ever worrying about costs again?

Focus on Core Business

With the Service Desk, you can now leave all these in the safe hands of professional website support crew who does this day-in-day-out. Let them settle those occasional niggling email, hosting issues, put up your web site updates and take care of your website traffic and performance.

This way, you can stay light and nimble to continue focussing on your core business without any worries over IT implementation and costs.

Your World Class Website Concierge

We know you want to be taken care of.

No more worrying about renewing your domain name, web hosting services, email hosting services as the Service Desk will watch over them for you

You like to temporarily increase your bandwidth or storage space, or even create temporary email accounts for that vacation attachment part-timer, just one call or email and it will be done.

Be it handling your big and small IT problems or servicing your update requests, the Service Desk is only but one number or one email away.

Just imagine. Your very own world class website concierge.

Service Level Agreement

System Availability for Website and Email Hosting at 99.5%

Design Prodigy guarantees that the server will be available 99.5% of the year, excluding scheduled maintenance.

Server downtime exists when a particular customer is unable to transmit and receive data via HTTP service, FTP service, Email service, PING service and is reported to Design Prodigy Service Desk. Server downtime is measured from the time the support ticket is opened by a customer to the time the server is once again able to transmit and receive data. Scheduled maintenance includes but not limited to a 2 hours maintenance window weekly in order to maintain the security, stability and reliability of every part of server.

Disruptive Server Incidents Resolution

Design Prodigy guarantees that 90% of disruptive server incidents are resolved in less than 8 working hours.

Disruptive server incidents include server downtime, congestion and over loading or any other server occurrences that lead to disruption in normal service. The resolution time is measured from the time the support ticket is opened by a customer to the time the customer acknowledges that the incident is resolved.

Service Requests

Design Prodigy guarantees that 90% of the Service Requests received are fulfilled within 3 working days.

Service Requests include Website updates, new pages of content, email setting up and configuration changes as well as general Design Prodigy services enquiries. If the nature of work or volume involved is assessed to be too large or too complicated to be completed in time, Service Desk will inform the customer of the estimated completion time. The fulfillment time is measured from the time the support ticket is opened by a customer to the time the customer acknowledges that the service request has been fulfilled.

Problem Management

In the event that a disruptive incident is due to causes that are previously unknown to Service Desk, the incident will be escalated to subject matter expert for investigation and resolution. Customers will be updated when the service is restored.

The outcome of the investigation is for service desk internal consumption and is not released to the customers, unless customers have a definite part to play to prevent the re-occurrence of the problem. Design Prodigy's Management also reserve the right to prioritise problems depending on the assessed impact and urgency.