Over the years, we've watched many clients become disillusioned by the support provided by their vendors and partners. 

In many cases, the framework offered by vendors simply fails to meet the requirements for the client. When it comes to telephone support, the "gap" between what the customer thinks that they have purchased, and what was actually purchased can be disappointing and costly. 

 

Example 1:

  • A customer has Check Point 24x7x365 support with a telephone contract. When a hardware issue arises, everything is fine and the mechanism works perfectly. A replacement is sent out and the customer is able to proceed.

Example 2: 

  • The same customer is attempting a version upgrade and has a few queries or requires some help to finish their task. In this case they ring support hoping for some friendly advice but are told "I'm sorry - that's not support, you need to book a consultant". In this case, the customer feels let down and as though they have been mis-sold.

 

Actually, the rules around support are quite clear, but even so, they don't fulfil the customer perception of support, so are not fit for purpose. 

For this reason, we offer a different kind of support to those who want it.

We, of course, offer standard support contracts, but we also offer an "augmented" version in which a number of consultancy hours are added to the work package, meaning that the cusotmer can get all their usual benefits but also help to dial in, attend site or just call for a chat when needed. 

Whichever option you choose, our support is delivered by skilled operators and consultants in the UK with significant experience in their chosen solutions. 

How to Engage Us

Lithify is available for short or long term engagements, to help with a problem, to implement a specific project or as your preferred partner in IT Security. 

Contact us, book an initial (free of charge) consultation or request an urgent call back

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