StorageCraft has announced the expansion of its channel partner programme to include 24/7 global support.
The 24/7 support will now be a standard offering for all StorageCraft MSP subscription licenses, including ShadowProtect and the recently introduced ShadowXafe 4.0 and OneXafe Solo business continuity solutions.
"By making 24/7 support standard, StorageCraft helps alleviate the added pressures that MSPs are experiencing as they help businesses adapt their IT infrastructures around distributed workforces due to COVID-19," , the company says.
According to Zendesk, request volumes remain well above pre-crisis levels, and average global support requests were up 19 percent in mid-July, compared to the same time last year.
"Small and mid-sized businesses rely on their MSPs to ensure their data and IT infrastructure are always available and accessible, regardless of location," StorageCraft says.
"They also expect a rapid response in the event of a data or business continuity vulnerability. At the same time, MSPs are under tremendous pressure to resolve often complex customer problems while avoiding increased costs on the technical assistance needed to fix them," it says.
"The extended 24/7 global channel support service from StorageCraft will help alleviate this problem."
The company goes on to explains, "Predictable revenue and cost models are vital for MSP business planning and profitability. By providing 24/7 global support at no additional cost, MSPs can achieve improved cost predictability in their technical support operations and deliver on their SLAs.
"MSPs can now simply open a support request online, and call StorageCraft for 24/7 system monitoring, troubleshooting, and problem resolution," it says.
Connie Whiteside, senior director of customer success at StorageCraft, says, "StorageCraft delivers world-class technical support with highly skilled support professionals.
"To receive the fastest response for support issues, customers simply open an online support case and include diagnostics from the relevant system(s).
"All pertinent information is directly transferred into the support case and provided to the support specialist. This process results in significantly quicker issue resolution. Upon resolution, StorageCraft invites customers to participate in a survey to give management insight into customer feedback and to help with ongoing product and process optimisation," she explains.
Whiteside says business continuity does not 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," she says.
"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 immediately.