Eric Torres from River Run Computers talks about the his experiences with Datto's technology and customer support.
Case Study from Andromeda Technology Solutions
The Past: "Before Datto, we were previously using one of the other leading BDR vendors in the channel for all of our customers' backup needs. We were growing more and more dissatisfied with the support from our old vendor and their latest product release was a disaster for us. We have close to 40 BDRs currently deployed and decided to make the switch to Datto about four months ago."
Now: "With Datto, we have a dedicated account manager that gets back to us almost immediately when we have questions. The support team actually calls us back, works late, and follows up with us. This is a nice change from what we had been used to. No more "chat only" support for us!"
Example of a Datto Support Win: "Just today, we had an emergency situation. I emailed our Account Manager, told him the situation and said this needed attention ASAP. A few minutes later he replied and told me to, 'Call Support. Mary will pick up. She is aware of the situation and will route your call to one of the two techs I have on standby'. To us, that kind of personal attention says it all. The problem was resolved in under an hour."
Jeff Borello, President - http://www.WeNetwork.com
Scott Hartley recommends that MSPs and VARs seriously consider Datto's solutions.
"Quite literally within the space of 2 hours, 11 of my customers servers were being backed up to the [SIRIS] device, I had received screenshots of the booted VMs being hosted on the device, and data was being sent off-site. We had a slight issue with the web interface of the device the next morning, which was handled and resolved by tech support within 30 minutes of the ticket being opened...This level of service, as well as the performance of the device thus far is 180 degrees of what I had to deal with from the last vendor (I worked with)."
"I couldn't be happier with our decision to go with Datto's solution...Datto has really knocked this one out of the park."Unified Networking Solutions- http://unsitsupport.com/
“The features and benefits of Datto’s SIRIS solution are far superior than the other off-site storage solutions we have evaluated in the past, but that’s not what makes Datto a pleasure to work with. From implementation to ease of use, their product aligns with our core services, but their client service is the key reason why working with Datto is such a delight. They are always quick with an answer and readily available to help us when we are in need. I wish more of our partners took their lead on the client service they provide us.”
River Run Computers - http://www.river-run.com/
"Datto offers a wide array of options for backing up any size organization. One of our clients needed to replace their aging tape hardware and Datto had the right sized solution. Another client required a significant upgrade. Datto’s newest offering, SIRIS, gave our client the correct sized device with the virtualization capabilities to create a complete disaster recovery solution. Datto continuously improves their product line to stay ahead of the curve. With high levels of security and exceptional customer support, they are a great partner to work with."
Gross Mendelsohn Technology Solutions Group
"Datto topped the best product offering with out-of-this-world customer support. I have had a very pleasant experience adopting Datto products as backup solutions for our clients. Based on my 15 years of industry experience, I can easily say I have never worked with a company that has such wonderful sales and support staff and stands so firmly behind their products and service."
Jeff Ghaffari, ePossible
