Kevin Finnegan, IT Sustainment Manager at Stranded Oil, shares how his service, reliability and total cost of ownership experience made Deliver Exchange stand out from day one.
We don’t pressure our team members on call length. All of their key metrics are related to resolving your case on the first call and your satisfaction.
Support team members are Microsoft and Cisco certified with specialties in certain product-specific areas (SSVVP & SSCA, Sonic Wall, etc.). And all support staff are required to participate in continuing education programs throughout the year.
We don’t pressure team members on call length. All our key metrics are related to first-call resolution and customer satisfaction.
If you have a highly technical challenge, feel free to request a Level 2 support technician.
24/7 phone and chat support is included in most plans.
We’ll survey your satisfaction after every call. And we’ll contact you every six months to ask how we can better meet your needs.
Unlike other providers, we don’t enforce a threshold for phone support. Admins can call us for help with any issue.
You can request a 90-day review of all your support cases. This helps you spot trends and recurring issues and allows us to solve any problems that are causing regular headaches.
Sometimes you might want to talk to a manager, whether to give glowing feedback on an outstanding technician or report a problem with your case. Either way, you can request a manager callback at any time.
We typically answer the phone in 60 seconds or less. (This level of service beats executive support at Fortune 500 companies.)
Unlike many providers, every Deliver Exchange support team member is a direct employee. Even our overnight support office in Russia is manned by English-speaking team members whose certification and problem-solving ability equals our daytime staff. (Deliver Exchange only offers English language technical support at this time.)
Your account history is available to the entire support team. Each of us has the context to solve your problems.
Our experts combine brains with brawn— such as screen-sharing tools, connectivity tests for assessing quality of service issues, and even custom-built services that let us configure your computer (so you don’t have to).
Mike Maendler, CEO of Technology & Beyond explains why his company and his customers value Deliver Exchange's support. Having access to Deliver Exchange's certified support technicians 24/7 means Technology & Beyond can easily provide exceptional off-hours service to their customers.
For our strategic customers, Deliver Exchange's Strategic Client Services Manager program offers an added level of support. At the core of our SCSM program is our Center of Excellence, focused on: Leadership, Best Practices, Support, Voice of the Customer, Training and Research.
If you're a strategic customer, your SCSM will work with you to provide the services you need to meet your business goals and objectives. The SCSM delivers trusted advice and serves as your advocate within Deliver Exchange.
Your SCSM's primary goal is to help you achieve the results you expect while realizing the value of your investment in Deliver Exchange’s products and services.
Every cloud provider has its hiccups. What sets a provider apart is how quickly they resolve the problem—and, just as importantly, how well they keep you informed. Deliver Exchange believes in full transparency and timely information. Here are our promises to you: