Sometimes, bigger is better. Perhaps if one wants to get the best deal on a gallon of paint, one might pop over to a Big Box (News - Alert) hardware store and pick up a can on the cheap. But if you have questions about the right kind of applicators or sundries, or need advice on the best technique to handle trim, or if you need your gallon retinted to match your favorite drapes, you might not get the best customer service from the giant corporation.
The same paradigm holds true for the search appliance space. One of the largest tech companies in the world offers search appliances, though at a much higher price point than search appliance expert MaxxCAT. And when you try and get someone from that giant company on the phone to explain the ins and outs of the appliance, who understands your unique problem and how to fix it, well, you’d be better off trying to get the Colonel to tell you which spices are in his chicken.
Personal Service
MaxxCAT prides itself in making its staff available for personal interaction and consultation in all phases of the search appliance acquisition process.
- Pre-sales: MaxxCAT works with customers over the phone, via the Web and in face-to-face meetings to build an understanding of how its products work and what the company’s needs are. Personal contact from highly trained and knowledgeable staff members helps ensure success down the road. In cases where salespeople cannot address customer concerns, MaxxCAT offers answers from its Professional Services staff or its development team.
- Post-sales: MaxxCAT offers a Web-based support portal that is staffed by engineers who provide personal, thoughtful responses to customer issues. The team takes the time to understand each and every issue and give concise, helpful responses. The company also offers premium support plans that involve committed response time, direct access to engineers and more.
The team from MaxxCAT goes beyond basic technical support, offering a professional services group that is staffed with a mix of project managers and developers that understand the whole ecosystem involved in these deployments.
If customers do have issues, they fill out support tickets. For hardware problems, the MaxxCAT support staff will walk the customers through steps to diagnose and solve the problem or arrange for replacement hardware. If it is a software or configuration issue, the staff will identify the problem, search a database of key issues, and generate a personal response. If a customer concern brings to light a bug in the appliance, MaxxCAT will work to fix it ASAP, and ensure that it does not happen again.
MaxxCAT offers several types of support:
- Standard Support & Warranty – included with every appliance, it includes a year of e-mail support and full hardware warranty.
- Extended Support – adds additional years of e-mail support and software updates.
- Extended Hardware Warranty – goes past the first year, providing replacement hardware if needed.
- Instant Replacement – MaxxCAT ships an appliance to you immediately, restoring your settings for you and letting you pick up as soon as possible.
- Additional Support – includes phone support, set-up and customization and more.
The immediate, personalized service provided by MaxxCAT differentiates it from its “big box” competition. So, for companies that want the functionality of a search appliance as well as the peace of mind that comes from knowing that any and all issues will be addressed quickly and competently, MaxxCAT is the provider of choice.
Edited by Blaise McNamee