Where is your support coming from?
Friday, June 15th, 2007 at 1:00pm -- Blaine Herman
A lot of CMS vendors rely on partners to broaden their reach into certain markets. They definitely have their value, and we’re really proud of the strong partner relationships we’re able to maintain around the world. But what happens when you sell more licenses through third parties than you can support? Unfortunately, what we’re seeing more often these days is companies pushing off their tier 1 (and higher) support to the third parties that sold the software. That means more margin for error, and longer waits while they get to the root of the problem.
One of the things I’m most proud of about our company is our commitment to supporting our own product. Whether you buy directly from us, or through one of our trusted resellers, you get the same high caliber of support from the same team of CMS experts – us!
100% of our support requests are handled by our staff in our office in Atlanta. This means that our support staff has full access to our development staff for questions that cannot be immediately answered. This also means that if an issue has to be escalated, it can be done within our office, which minimizes the amount of time that you as a customer will have to take to get a question answered.
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