Kevin Finnegan, IT Sustainment Manager at Stranded Oil, shares how his service, reliability and total cost of ownership experience made Intermedia stand out from day one.
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.
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.
We don’t pressure team members on call length. All our key metrics are related to first-call resolution and customer satisfaction.
If you have a highly technical challenge, feel free to request a Level 2 support technician.
24/7 phone and chat support is included in most plans.
Unlike other providers, we don’t enforce a threshold for phone support. Admins can call us for help with any issue.
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.
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.
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.
We typically answer the phone in 60 seconds or less. (This level of service beats executive support at Fortune 500 companies.)
Your account history is available to the entire support team. Each of us has the context to solve your problems.
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).
For our strategic customers, Intermedia'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 Intermedia.
Your SCSM's primary goal is to help you achieve the results you expect while realizing the value of your investment in Intermedia’s products and services.
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. Intermedia believes in full transparency and timely information. Here are our promises to you:
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