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Exertis Hit Back at Poor Support Claims

In response to a report published earlier this month Exertis has hit back at claims that IT Security resellers aren’t getting enough support from distributors. In the original story Alpha Generation Distribution claimed that more than half (59%) of IT security resellers in the UK think distributors are not doing enough to support them.

Jason Hill, Exertis Enterprise Security Director commented on the claims, “Certainly, it isn’t a statistic that we recognise from our extensive base of resellers that we help to provide security solutions for their customers.”

Exertis has a specialist security business within its enterprise division. Thier strategy is based on providing best of breed security vendors, specialist expertise and support for customers by investing in knowledgeable people and value-added services including pre and post-sales support, training and enablement initiatives, and tools that differentiate them from our competitors.

Hill continued, “Our success in this area is built on providing value added services that our customers rely on to support their end customers and by going the extra mile to ensure customer satisfaction.”

Adrian at Overclockers UK, an Exertis reseller commented “Our customer was having an issue with a SonicWall product. The SonicWall was not able to route traffic from the CCTV server internally and externally. This was preventing access. Logging into the firewall everything looked correct. I got in touch with Exertis support and was speaking with Harminder, one of their support engineers. He remotely logged into the server and could not locate the issue because everything looked correct. The following morning Harminder was onsite to take a look at the issue. After looking into this it turned out the settings provided by the customer were incorrect. Harminder updated the settings and resolved the problem. 5 Star service.”

Hill added, “We have 31 dedicated professional services staff with an average of 4 vendor accreditations per team member to deliver a range of pre and post-sales support services and training for our resellers.”

“Our pre-sales support is free to our customers. We spend time with a reseller to understand the needs of their customer and then help them to specify the right solution from the vendor that best fits their needs. With our extensive portfolio of vendors, we have solutions that can meet the security concerns that are prevalent today.”

Nitesh B Thakrar, E-Manage Ltd commented, “I am delighted to say that the technical support we have received over the past 10 years has been exemplary with great turnaround times for all manner of questions from “how to” to “on-site consultancy” and everything in between be it for our sales or technical team. The level of technical product knowledge is impressive and avoids us calling vendors directly. They are open to discussion on technical aspects; giving advice and guidance on configuring environments as well as preparing guides on products to aid sales with tenders and quotations. We would highly recommend the team.”

Hill continued, “We can further support our resellers with a post sales managed service wrap from our technical support centre – the only ISO27001 accredited service in the industry. These services support resellers’ business from straightforward ‘break-fix’ through to a 24/7/365 complete, white-label, managed service with pre-defined SLAs. Exertis offers these professional services on behalf of: Portnox, Kaspersky, Cyphort, Vasco, Centrify, Logpoint and SonicWALL.”

“A full range of marketing support is provided including hosting events on topics such as ransomware and GDPR preparation, boxed campaigns such as promoting sandboxing technology from SonicWall where we enabled all of our resellers to upgrade their customers from SonicWall Gen 5 to Gen 6 firewalls and building content for microsites.
The aforementioned article also stated that the report confirmed ‘the need for security distributors to think like a reseller, and that means better understanding end-user challenges and finding the right products and services to match.’ We believe we have a successful security business model at Exertis that delivers on this and more.”

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David Dungay

Editor - Comms Business Magazine