StorageCraft Includes Free 24/7 Support for All Channel Partners

StorageCraft Technology Corp. extended its channel partner program to include 24/7 global support.

The 24/7 support is a standard offering for all its MSP subscription licenses, including ShadowProtect and the ShadowXafe 4.0 and OneXafe Solo BC solutions.

By making 24/7 support standard, the company helps alleviate the added pressures that MSPs are experiencing as they help businesses adapt their IT infrastructures around distributed workforces due to Covid-19. According to Zendesk, request volumes remain well above pre-crisis levels, and average support requests were up 19% in mid-July, compared to the same time last year.

SMBs rely on their MSPs to ensure their data and IT infrastructure are always available and accessible, regardless of location. They also expect a rapid response in the event of a data or BC vulnerability. At the same time, MSPs are under pressure to resolve often complex customer problems while avoiding increased costs on the technical assistance needed to fix them. The extended 24/7 global channel support service from StorageCraft will help alleviate this problem.

Predictable revenue and cost models are vital for MSP business planning and profitability. By providing 24/7 support at no additional cost, MSPs can achieve improved cost predictability in their technical support operations and deliver on their SLAs. MSPs can open a support request online, and call StorageCraft for 24/7 system monitoring, troubleshooting, and problem resolution.

The firm delivers technical support with skilled support professionals. To receive the fastest response for support issues, customers open an online support case and include diagnostics from the relevant system(s). All pertinent information is transferred into the support case and provided to the support specialist. This process results in quicker issue resolution. Upon resolution, the vendor invites customers to participate in a survey to give management insight into customer feedback and to help with ongoing product and process optimization.

Connie Whiteside, senior director of customer success, said: “BC doesn’t have a clock, and neither should its support. MSPs need round-the-clock global support to ensure they can meet and beat SLAs, cementing themselves as high value and critical partners to their customers. This is why we have extended our 24/7 support and made it a standard part of our MSP program.“

StorageCraft 24/7 global support service is available.