Maybe this sounds familiar. It’s 10 pm and the servers are down. Things are going to get hairy pretty fast if you don’t find a solution right away. You’ve been thinking about suggesting hardware support again to the boss but it’s a hard sell when budgets are already tight and everything seems to be working okay. But then something like this happens. What do you do?
We’ve heard a similar scene from clients more times than we can count and the good news is that we can help. The happy ending for one of our clients looked like this. After calling M Global (did we mention it was late at night and they didn’t have a contract with us?) and explaining the issue and the pinch they were in, we put together a late night chat with the engineer and found the issue to the problem. A part was shipped out first thing the next day and the issue was resolved quickly and with a minimum of fuss. We found that we had an M Global supporter in this client. Much as he wanted a hardware support contract with us, it wasn’t his decision to make.
Fast forward a bit and everything hits the fan again for this client. Devices went down and he was in a bind again. He thought of us first thing because we took care of him so well last time. Of course, we all know that a hardware support contract would be ideal for this client—issues could be taken care of before they become major problems, the downtime could be minimized and massive headaches avoided. But as the System Admin, he wasn’t the decision maker or the checkbook holder in the company. It was his job to get things back up and running as soon as possible. The thing is we get it—we know how frustrating it can be and we are into finding solutions and helping people. And we took care of him again. Needless to say, he’s a big fan of M Global.
Obviously, we want to be on the radar of the decision makers and those that have to balance already strained budgets. We are able and willing to play ball when it comes to the price game. We know that contracts often come down to price and we will do what we can to compete. But one thing we won’t skimp on is the service. It can be a balancing act between the lowest possible price that makes the one in charge of the budget happy, and service that will actually do what you want it to. We’ve talked about understanding your SLA and what you can expect from your hardware support. Sometimes that rock bottom price doesn’t include what you think it does.
We are proud of our reputation and we feel like we’re doing something right when we have the support and appreciation of the staff down in the trenches trying to deal with issues. When SysAdmins are appreciative, you know you’ve arrived.