StreamEdgeSolutions

Software & Business Systems · Customer systems

Customer Support Portal

Self-service help, ticket history and a knowledge base.

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From$1,999USD one-off

One payment. Work starts once we have confirmed your requirements.

The four questions this page answers

  1. 1

    What you buy

    A build service: we develop a customer-facing support site where your customers can search for answers themselves, raise a ticket if they cannot, and track what they have already asked. Built and deployed remotely. You write the articles; we build the platform.

  2. 2

    What you get

    6 deliverables, listed in full below

    • A customer support portal deployed to your hosting
    • Knowledge base structure, search and article templates
    • Ticket submission and customer-visible history
    + 3 more
  3. 3

    How it is delivered

    Remote Setup

    Carried out remotely by our team. Nothing is posted and no one visits.

    REMOTE SERVICE

  4. 4

    How long it takes

    7–11 weeks

    Measured from the point everything under “what we need from you” is with us, not from the moment you pay.

A ticketing system with queues, priorities and response tracking — illustrative concept, not a screenshot of a client system
A ticketing system with queues, priorities and response tracking. Illustrative interface concept — not a screenshot of a client deployment.

What is this, in plain English?

A build service: we develop a customer-facing support site where your customers can search for answers themselves, raise a ticket if they cannot, and track what they have already asked. Built and deployed remotely. You write the articles; we build the platform.

You pay once and we build a searchable knowledge base paired with ticket submission and history. Where the same questions come up repeatedly, answering them once in a findable article takes them out of the queue. Delivered with the structure, search, article templates and deflection reporting in place — the article content itself is written by your team.

The problem it solves

Your team answers the same ten questions every week, and customers have no way to check on a request they already raised.

If that does not describe you, this is probably the wrong product. Tell us and we will point you at a better fit rather than sell you the nearest one.

What you get

The concrete things that exist at the end and that you own.

6 deliverables

  • A customer support portal deployed to your hosting
  • Knowledge base structure, search and article templates
  • Ticket submission and customer-visible history
  • Deflection and article gap reporting
  • Source code and written documentation
  • 60 days of warranty

What's included

The work covered by the figure in the buy box, at no extra cost.

  • Knowledge base with search
  • Ticket submission and history
  • Article suggestions
  • Feedback capture
  • Reporting

Not seeing something you expected? Check what you are not buying before you order.

What does it do?

Everything listed here is delivered as part of this product. Nothing on this list is aspirational.

  • Searchable knowledge base with categories
  • Ticket submission with attachments
  • Customer ticket history and status
  • Article feedback and gap reporting
  • Suggested articles before ticket submission
  • Support performance reporting

How it works

The delivery sequence from order to handover.

  1. 1

    Build the knowledge base

    Structure and templates; you supply article content.

  2. 2

    Add deflection

    Relevant articles suggested as a customer types their question.

  3. 3

    Connect ticketing

    Unanswered questions become tracked tickets.

  4. 4

    Measure and improve

    Gap reporting shows which articles to write next.

Delivery & fulfilment

Stream Edge Solutions ships nothing. Every package on this site is carried out and handed over remotely — this is exactly what happens after you order.

REMOTE SERVICEHow this is delivered
  1. 1We confirm requirementsWe read what you sent with the order, come back in writing with anything missing, and agree the scope before any chargeable work starts.
  2. 2We build and configure remotelySetup, configuration and testing are done by our team over a remote connection — on your systems or on ours, whichever the package specifies.
  3. 3We hand it overYou receive the working setup, the credentials, the documentation and a walkthrough. Everything built for you is yours at handover.

Carried out remotely by our team. Nothing is posted and no one visits. Typical turnaround: 7–11 weeks.

Delivery method
Remote Setup
Expected delivery time
7–11 weeks
Measured from the point everything under “what we need from you” is with us — not from the moment you pay.

Full detail of how work is handed over, what happens if requirements are outstanding and how order records are kept is in the Delivery & Fulfilment Policy.

What we need from you

Nothing starts until these are in place, and the turnaround above is measured from that point — not from the moment you pay.

  • A list of your most common support questions
  • A named person to write and own the articles
  • An existing ticketing system to connect to, or our Helpdesk / Ticketing System bought alongside this
  • Your own hosting account, or authority for us to recommend one

Who this is for

  • Software and service businesses
  • Support teams with repetitive volume
  • Businesses with account customers
  • Anyone wanting deflection before escalation

Business needs this addresses: Manage customers, Automate work

What's not included

Just as plainly as the list above: the things this package is not.

  • Writing your knowledge base articles — that is your team’s work, not ours
  • Live chat
  • Translation of content
  • Hosting costs, paid to your provider directly

Anything outside the scope above is quoted separately, in writing, before it is carried out. Nothing is added to your bill without your agreement.

FAQs

Do you write the help articles?

No — your team knows the answers and the tone. We build the structure, templates and search, and the gap reporting shows you which articles to write first based on what customers actually search for.

Refund & cancellation

What happens if you change your mind, and what happens to money already paid.

Cooling-off before work starts
You have 7 days after ordering to cancel while work has not yet begun. Up to 25% may be retained to cover scoping and scheduling already carried out.
Work already done
Once delivery has started, refunds are assessed against the work completed and the deliverables already handed over — the list under “what you get” above is what that assessment is made against. Approved refunds are processed within 14 days.
If we cannot deliver what is described here
You are refunded. The scope on this page is the scope we are held to, which is exactly why the exclusions above are stated before you buy rather than after.

The full terms, item type by item type, are in the Refund & Cancellation Policy. How the work reaches you is covered by the Delivery & Fulfilment Policy.

Not sure this is the right product?

We would rather point you at the right thing than sell you the nearest one. Ask us before you buy — no obligation.

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