We’ve all experienced a bad support call.  Time wasted with an uninformed and unhelpful support rep is a drain on ones time, let alone the terrible mood it can put you in.  And as an MSP, you may also be thinking, my techs better not do that!

On the flip side, a positive tech support call is like a gift.  The fact that you have someone one the phone who is vested in resolving your problem in a timely fashion is extremely satisfying.  An efficiently solved ticket means more time to work on acquiring more customers and ensuring your existing customer based is well served.

A Datto Partner recently offered a testimonial regarding his positive experience.  To be honest, I was expecting a standard one-liner.  What I got in my inbox was so much more, so much that I had to share.  You may look at this as gloating (ok, maybe a little), but take this as a call to action to ensure that your tech support testimonials are similar.

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“Each time that I’ve had to contact support (which thankfully due to a great product has been minimal in comparison to other technologies we’ve used), the support has been fast, knowledgeable and very personal.  I sent in an informational request previously, which in another platform we use typically has a 1-2 day SLA for response.  I had a response back with resolution within 5 minutes AND the tech apologized for taking so long to respond.  I was blown away.

I had to open a ticket to get to the bottom of a recovery point growth that was really the result of a task on the server that we couldn’t change or stop.  I opened a ticket with your team and with the company that creates the software for the server.  Your team was not only able to help identify the source of the issue, but they were able to help me find a good answer in a short period of time.  Also, you could tell from the responses that they cared about our situation and wanted to get back to us to get resolution.  Meanwhile, that was opened on the 20^th of November and I have not received a response from the other company since the 24^th. 

Needless to say, I am increasingly confident in both your product and your ability to support it and I am SO glad that we made the choice to partner with you for backup solutions!”

Thanks to Mike Johnson with Vision Computer Solutions in Michigan for making my day!