Looking for support in UK

[Alex.Lake]

Hi,
We've been using Cerberus for a while and a company run by a friend of ours has been doing the support. However, we've recently run into problems of capacity and the friend has attempted various upgrades with limited success.

Although we're grateful for his help, we can't really tolerate flakey support and would like to have a more experienced person/company to do it. We believe that the support provided for $149/month is not of a sufficient level of responsiveness for our requirements (eg. you can't phone them up!) and wondered if there are any other options that we could investigate?

Some kind of monthly/quarterly retainer with a certain allowance of time + the opportunity to buy extra time is the sort of relationship I have in mind.

Thanks a lot,

Alex

[Hildy]

Hey, Alex, I'll ask Brenan to get back to you via email.

[bcavish]

Hi Alex,

Are you looking for someone to support the Cerberus Product for you guys, or an outsourced support team that answers questions for you?

We currently provide Cerberus product support at $149 a quarter. This includes phone support during our operating hours on a call back basis and other perks.

http://cerberusweb.com/buy

"Corporate Support (optional)

* Automatic top priority support.
* Unlimited phone support.
* 1 professional upgrade per month to latest stable version, including backup and
maintenance.
* 2 hrs per month of remote technical assistance (must be product-related).

SmallBiz*/Edu: $99/quarter
Commercial/Government: $149/quarter
"

Send an email to sales@webgroupmedia.com for more information.

[Alex.Lake]

We're after someone "on tap" to help us use the system, also maybe to install it, or hand-hold us through installation.

So what are your operating hours and what is the guaranteed response time on callback?

We're in the UK!

[bcavish]

Hey Alex,

We generally operate between 9-6pm PST. What you are asking for goes a bit beyond the normal support package we offer. Can you submit a ticket to sales@webgroupmedia.com?

We may be able to work something out that will be more what you are looking for.

[Alex.Lake]

Yes, I agree that we want more than you offer.

I further suggest that the only way it might work for European users is if they have European support. Your lack of partners in the EU may be seriously restricting your potential for growth. We think it's a massive market - we'd even like to sell on Cerberus to our customer base of SME's, but would only do so if we could package it with a professional grade* support package.

*Professional grade means you pay to have the phone answered!

[bcavish]

Hi Alex,

Can you please send an e-mail to sales@webgroupmedia.com. We have a few things we can offer you guys.