The True Role of Support - not just fixing problems

August 19, 2010

By Alan Toews - Astaro Director of Support

I imagine that minutes after the first computer program was created the first support team was born. Over the years the association between support departments and fixing troubleshooting customer issues has become so strong that many (even some in support) believe this is the only responsibility of the support team. As a result support teams at many technology companies have scored poorly on customer satisfaction surveys. Why? Because they end up only interacting with customers when they are having a problem and are angry. Here are some ways support departments can

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Free silent business audit and forensic analysis

July 30, 2009

Last week we announced an exciting new offer for all businesses in the US - a free silent business audit with forensic analysis. This service will help network administrators understand how well their current security products are working, improving network security and employee productivity.

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Ideas are for sharing

We are rolling out a new service for our partners and customers - an improved feature request site. On this new site our partners and customers can make suggestions for improvements or request totally new functionality. Not only can visitors make their own suggestions - they can vote on the suggestions of others, giving us a better understanding of the popularity or urgency of specific network security needs. We will be using the insight gained from this site to plan future product updates and releases. We've always taken the suggestions of our partners and customers into account when planning future enhancements to our products - we know they have the best insight into what they need for web security but this new site gives them formal channel for making suggestions. I'm excited to read the suggestions we receive and I look forward to learning more about what our customers and partners want.