Paris, December 14th 2016 – Stormshield, one of Europe’s leading players on the cybersecurity market, has recently opened up its technical support to end clients, uncertified and level I certified reseller partners. They now have a single point of contact for technical support covering all three ranges of Stormshield products (Stormshield Network Security, Stormshield Endpoint Security et Stormshield Data Security). This eliminates any need to go through an intermediary.
Faster, more straightforward technical support
Up until now, only reseller partners and level II (Expert) certified clients could access Stormshield’s technical support directly. Companies that didn’t have level II certification had to contact a certified partner for any support requirements they had. Thanks to the quality of the service they provide and their proximity, Stormshield’s certified partners bring real added value to the way in which incidents are handled. However, in some cases, having this extra intermediary party could increase response times and result in information about the initial problem being lost or changed.
“Some of our clients wanted to be able to interact directly with us,” says Farid Ichalalene, Technical Support Manager for Network Security at Stormshield. “In complex situations, we often need to keep the number of intermediary parties to a minimum. But that doesn’t mean doing away with our partners, who play a key role in our support model.”
Stormshield’s technical support is now open to everyone, so it can detect and troubleshoot problems faster. The company now handles requests directly, ensuring that customers receive perfect understanding of the products.
“Since the service was opened up to everyone in October, we have managed several hundred additional incidents directly, with significantly reduced average response times. Fast, straightforward, high-quality technical support that is standardized and widely appreciated by our end clients and partners!” adds Farid Ichalalene.
If they wish, non-level II certified clients and partners will still be able to send their requests to their certified partners’ support centers so they can take advantage of their proximity.
A one-stop solution for Stormshield’s three product ranges
To ensure optimum responsiveness and enable Stormshield to effectively reply to questions from end clients, partners and wholesalers, it has significantly bolstered its special technical support management team. It has also set up a single telephone number for all three Stormshield product ranges, which is open from 8 AM to 7 PM, Monday to Friday: +33 (0)9 69 329 129. End clients and partners can also request assistance and submit all their questions via their own private space at https://mystormshield.eu/ .