Exceptional 24/7 technical support

Excellent customer support from your cloud IT provider is a business enabler. It allows you to focus on growing your business, which is the reason you’re looking to move to the cloud in the first place. With Deliver Exchange you’re never alone. Our Cloud Concierge™ team is here for you 24 hours a day, 365 days a year.

Stranded Oil: Customer Service and Support

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.

Service that’s measured around quality resolutions

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.

Highly qualified support specialists

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.

Commitment to quality

We don’t pressure team members on call length. All our key metrics are related to first-call resolution and customer satisfaction.

Senior technicians are available

If you have a highly technical challenge, feel free to request a Level 2 support technician.

All-hours availability

24/7 phone and chat support is included in most plans.

Obsession with satisfaction

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.

No 'critical issues' standard

Unlike other providers, we don’t enforce a threshold for phone support. Admins can call us for help with any issue.

Going beyond individual cases

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.

Management is committed to excellence

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.

Short hold times

We typically answer the phone in 60 seconds or less. (This level of service beats executive support at Fortune 500 companies.)

No outsourcing

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.)

No lock-in to a single person

Your account history is available to the entire support team. Each of us has the context to solve your problems.

The right technology to speed resolution

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 on Deliver Exchange's support: “Probably one of the best in class”

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.

Exceptional 24/7 technical support

 

If you ever need help, our Cloud Concierge™ team of certified experts is available 24/7 by phone and chat to provide quick assistance and answer questions. And we’ll strive to resolve your issue on the first call.

 

Strategic Client Services Managers: Your partners for success

 

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.

  • Members of the Strategic Client Services Management team have a technical background
  • Should the need arise, they can assist in driving technical inquiries to closure with our Technical Support team
  • They will provide guidance throughout the customer lifecycle
  • They will document and validate your success measures
  • Services provided include: Customer orientation, Best practices, Insight into industry trends, Customer health, Customer feedback, Ecosystem definition, Feature-targeted webinars, Runbook management, HostPilot Training, Enhancement requests, and more

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.

For all customers: What happens when something happens?

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:

  • Quick notification of any issue. We’ll go from identifying an issue to notifying the impacted customers within five minutes. That’s how you know that we’re on the job and solving the problem.
  • You choose your contact methods. We can notify you on many channels, including email, SMS, text-to-speech phone calls, and/or control panel alerts.
  • We keep you in the loop. After an initial notification, we deliver hourly updates via the same channels until the issue is resolved.

Support case process

Deliver Exchange support process flowchart