Thank you for your response. Please note that the customer has continued to use our MAC-MSP product and has not completed the transition process over to the SolarWinds MSP Remote Management & Monitoring solution as required. We have a dedicated member of our customer satisfaction team who was assigned to this case in June and has been working directly with the customer via e-mail and phone to provide him with assistance. While we have repeatedly invited the customer to join us for a technical walk-through over the phone in order to help him to complete the process, he has not been willing to cooperate and we have not received a response to our last e-mail dated July 11th. Despite the customer’s failure to complete the transition process, SolarWinds MSP has already applied credits to reflect the lower price of $1.00 based upon his intention to complete the transition. Please note that the customer has acknowledged this in his response. Further, SolarWinds MSP has continued to provide the MAC-MSP service without disruption despite customer's failure to pay for those services. We will continue to attempt to work directly with the customer to complete the transition and resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention, as SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience.
Please note that SolarWinds MSP offered to transition this customer from our MAC-MSP stand-alone product over to our MSP Remote Monitoring & Management solution in order for the customer to benefit from a lower pricing of $1.00 per device per month. Our MSP Remote Monitoring & Management...
product is a comprehensive set of tools to efficiently secure, maintain, and improve IT in a single dashboard and this product offers more functionality than our MAC-MSP product. While the customer indicated that they would like to proceed with the transition, it is the customer’s responsibility to set up their new account for MSP Remote Monitoring & Management. The customer has not yet completed this transition process and as a result the billing has not been changed to $1.00 per device per month. Additionally, please note that the customer was not locked out of their account for MAC-MSP and there was no disruption to the service. The customer informed us that they were having difficulty setting up their new account for MSP Remote Monitoring & Management and our support team provided them with some technical guidance on June 30th. While we have attempted to reach this customer on 3 occasions since June 30th to assist with and complete the transition, we received a response on July 11th .which informed us that the customer did not have time to coordinate with our support team at this time. SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we will continue to attempt to work directly with them to complete the transition and resolve any outstanding issues they may have.
SolarWinds MSP UK Ltd. (formerly known as LogicNow) is in receipt of Case # [redacted] filed by one of our customers on March 3, 2017. Thank you for alerting us of this case. We are sorry to hear of this customer’s concern. Please note, our Service Desk product is an IT service...
management tool, which provides ticket management and other help desk software tools. It is not a product designed to back up or restore data. The customer is responsible for any data that they transmit or store using the Service Desk product and must take necessary measures to backup their data. While we did attempt to run a courtesy backup for the customer, the data was unable to be retrieved. Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question. He very clearly acknowledged and disregarded this risk. When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported. Again, we did attempt to run a courtesy backup for the customer.SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we are working directly with them to resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention.[redacted] • SolarWinds • Associate General CounselSolarWinds Worldwide, LLC office: [redacted] | cell: [redacted] | fax: [redacted] ____________________________________________________
Complaint: [redacted]
I am rejecting this response because:First, the way they presented the product is accurate, however how they noted that the customer is responsible for their data backup, as if there was some way we could have access to their backend and dump/backup data up ourselves in some way. I am not aware if there exists any method such as that for this product. Which in my original complaint report is that they should in the future create such a method or at least make it clear in their final sales terms that this is something to be aware of. It is not out of the expectation in this type of product (SaaS) has some form of versioning that is done, which also leads me to questioning the term "courtesy backup" being used.Second : "Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question. He very clearly acknowledged and disregarded this risk. When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported. Again, we did attempt to run a courtesy backup for the customer."This entire paragraph is spin. Now we already have been in contact with [redacted] and another escalation manager at SolarWinds and have reached amicable acceptance of what has transpired was unfortunate and nothing can be done now about it however after reading this response frustrates me further. "the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question" this make no sense at all as if we were somehow abusing the program and using it in some way out of standards, and that their team gave us some kind of warning like if you continue working this way this is going to happen? Blatant lie. Also continuity of service is wholly inaccurate as well, they gave us another instance but still without having the correct email setup for ticket looping, just because another instance was setup doesn't mean that's any use to us if you don't get it to work with the right email we have which as the problem in the first place, which in the end was caused of the incorrect setup of our RMM product from them as well. Of course I don't see that being acknowledged here either! "No further disruption to the service was reported" by then the data was gone and we were left with a ticketing system that uses the wrong email.. we had nothing, nothing to report because they couldn't fix it and also deleted everything.Lastly, what this is about a "courtesy backup". At nowhere in our entire affair was this communicated by any employee of SolarWinds. The only status updates we ever got was that Application Engineers are being consulted on. I'll give them the benefit of the doubt for a second and let's assume an "courtesy backup" was ATTEMPTED, if the result was failure then what good is it? Again which leads to my expected complaint resolution; create a backup and versioning process with your product, because whatever is in place now, if there is anything at all, is useless.
Regards,
[redacted]
Thank you for your response. Please note that the customer has continued to use our MAC-MSP product and has not completed the transition process over to the SolarWinds MSP Remote Management & Monitoring solution as required. We have a dedicated member of our customer satisfaction team who was assigned to this case in June and has been working directly with the customer via e-mail and phone to provide him with assistance. While we have repeatedly invited the customer to join us for a technical walk-through over the phone in order to help him to complete the process, he has not been willing to cooperate and we have not received a response to our last e-mail dated July 11th. Despite the customer’s failure to complete the transition process, SolarWinds MSP has already applied credits to reflect the lower price of $1.00 based upon his intention to complete the transition. Please note that the customer has acknowledged this in his response. Further, SolarWinds MSP has continued to provide the MAC-MSP service without disruption despite customer's failure to pay for those services. We will continue to attempt to work directly with the customer to complete the transition and resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention, as SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience.
Please note that SolarWinds MSP offered to transition this customer from our MAC-MSP stand-alone product over to our MSP Remote Monitoring & Management solution in order for the customer to benefit from a lower pricing of $1.00 per device per month. Our MSP Remote Monitoring & Management...
product is a comprehensive set of tools to efficiently secure, maintain, and improve IT in a single dashboard and this product offers more functionality than our MAC-MSP product. While the customer indicated that they would like to proceed with the transition, it is the customer’s responsibility to set up their new account for MSP Remote Monitoring & Management. The customer has not yet completed this transition process and as a result the billing has not been changed to $1.00 per device per month. Additionally, please note that the customer was not locked out of their account for MAC-MSP and there was no disruption to the service. The customer informed us that they were having difficulty setting up their new account for MSP Remote Monitoring & Management and our support team provided them with some technical guidance on June 30th. While we have attempted to reach this customer on 3 occasions since June 30th to assist with and complete the transition, we received a response on July 11th .which informed us that the customer did not have time to coordinate with our support team at this time. SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we will continue to attempt to work directly with them to complete the transition and resolve any outstanding issues they may have.
SolarWinds MSP UK Ltd. (formerly known as LogicNow) is in receipt of Case # [redacted] filed by one of our customers on March 3, 2017. Thank you for alerting us of this case. We are sorry to hear of this customer’s concern. Please note, our Service Desk product is an IT service...
management tool, which provides ticket management and other help desk software tools. It is not a product designed to back up or restore data. The customer is responsible for any data that they transmit or store using the Service Desk product and must take necessary measures to backup their data. While we did attempt to run a courtesy backup for the customer, the data was unable to be retrieved. Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question. He very clearly acknowledged and disregarded this risk. When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported. Again, we did attempt to run a courtesy backup for the customer.SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we are working directly with them to resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention.[redacted] • SolarWinds • Associate General CounselSolarWinds Worldwide, LLC office: [redacted] | cell: [redacted] | fax: [redacted] ____________________________________________________
Complaint: [redacted]
I am rejecting this response because:First, the way they presented the product is accurate, however how they noted that the customer is responsible for their data backup, as if there was some way we could have access to their backend and dump/backup data up ourselves in some way. I am not aware if there exists any method such as that for this product. Which in my original complaint report is that they should in the future create such a method or at least make it clear in their final sales terms that this is something to be aware of. It is not out of the expectation in this type of product (SaaS) has some form of versioning that is done, which also leads me to questioning the term "courtesy backup" being used.Second : "Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question. He very clearly acknowledged and disregarded this risk. When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported. Again, we did attempt to run a courtesy backup for the customer."This entire paragraph is spin. Now we already have been in contact with [redacted] and another escalation manager at SolarWinds and have reached amicable acceptance of what has transpired was unfortunate and nothing can be done now about it however after reading this response frustrates me further. "the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question" this make no sense at all as if we were somehow abusing the program and using it in some way out of standards, and that their team gave us some kind of warning like if you continue working this way this is going to happen? Blatant lie. Also continuity of service is wholly inaccurate as well, they gave us another instance but still without having the correct email setup for ticket looping, just because another instance was setup doesn't mean that's any use to us if you don't get it to work with the right email we have which as the problem in the first place, which in the end was caused of the incorrect setup of our RMM product from them as well. Of course I don't see that being acknowledged here either! "No further disruption to the service was reported" by then the data was gone and we were left with a ticketing system that uses the wrong email.. we had nothing, nothing to report because they couldn't fix it and also deleted everything.Lastly, what this is about a "courtesy backup". At nowhere in our entire affair was this communicated by any employee of SolarWinds. The only status updates we ever got was that Application Engineers are being consulted on. I'll give them the benefit of the doubt for a second and let's assume an "courtesy backup" was ATTEMPTED, if the result was failure then what good is it? Again which leads to my expected complaint resolution; create a backup and versioning process with your product, because whatever is in place now, if there is anything at all, is useless.
Regards,
[redacted]