Whether you are a small municipality in rural Mississippi or a large Managed Service Provider (MSP) with a state contract, quality technical support should be at the top of the list as you evaluate different cyber protection solutions. Why? Because the quality of the support directly correlates to the location of the tech support personnel.
US vs. Outsourced Support
There are challenges when working with a company that outsources their customer technical support—compounding those challenges when the call center is overseas. Often the person on the other end of the phone is reading from a script. Also, there may be a language barrier with overseas call centers. So you find it challenging to convey your problem, often delaying a speedy resolution.
Outsourced support centers may handle more than one vendor; thus, personnel are not experts in one product line. For example, when a company staffs its call center with employees, it’s fair to say its personnel undergo extensive product training. In addition, through continuing education, they stay up to date on product changes. The bottom line, the tech support staff understand the technology and are product experts.
Email or chat is usually the only option for contacting offshore support centers. It could take hours or days to receive an email response. Most assuredly, the first email will not solve your problem and will require numerous communications back and forth before a final resolution.
Not all support centers provide a toll-free number, and reaching a live person to log your support issue is sometimes a labyrinth of voice prompts. If you’re lucky to reach a live person, phone connectivity issues occur since the location of some call centers are often in rural areas overseas.
Advantages to US-Based Support
We’ve already discussed the language barrier, which is one of the top frustrations for anyone trying to obtain tech support. Companies who prioritize security and efficiency will staff their support centers with native-speaking employees. This allows for ease of communication and, since tech support is within the company, system engineers have easy access to leverage other departments if an issue requires escalation.
Most US-based support offers a toll-free number and is available a minimum of 10-12 hours per day, five days a week. But more likely than not, they’ll have 24×7 availability for critical issues. Many companies include support in their subscription licensing models, while a few still charge a premium with fee-based support.
For those customers who prefer researching their issue before reaching out to tech support, Knowledge Centers, support documents, and videos are helpful. A US-based tech support center’s materials will have native speakers provide content and voice-overs, assuring clarity and understanding.
Lastly, should tech support require access to your environment for troubleshooting purposes, personal information and the information gathered from your machine stays in the US, not passed to any third parties, and used only for troubleshooting purposes.
US-Based Data Centers
Like the DoD, many US federal agencies require data centers to be located on US soil. As other government agencies, healthcare, and educational institutions move more of their critical data to the cloud, the data centers they utilize mustn’t be in foreign countries. Besides security concerns, performance is vital as the data and operations are crucial for daily functions. For example, a data center hosted in a poor location can mean unstable connections and efficiency problems.
Who hosts the data center and who has access to those data centers should also be of concern. For example, when it comes to sensitive data, having only US citizens employed by the hosting company, having access to servers provides an extra layer of security.
Acronis SCS Checks All the Boxes
When it comes to US-based support, US data centers and the workforce made up of 100% US citizens, Acronis SCS checks all the boxes. Our fast, reliable support is available 12×5 (24×7 for critical issues) with a 2-8 hour response time (prioritized by issue severity).
We provide certified-compliant cyber protection and edge data security designed to meet the US public sector’s unique requirements. Whether hosted in the cloud or on-prem, our US-based, highly trained team based in Scottsdale, Arizona, is ready to solve any issue should you require tech support.
Acronis SCS Cyber Protect Cloud is our FIPS 140-2 validated, CJIS verified, and HIPAA-certified cloud backup and security solution. It is ideal for government agencies, healthcare, and educational institutions who need to protect all their endpoints in a single user-friendly management console.
For agencies looking for an on-prem backup solution for more sensitive environments, take a look at our hardened backup software solution. Acronis SCS Cyber Backup 12.5 Hardened Edition with anti-ransomware protection, it’s specifically designed to help organizations operate in air-gapped, ‘no internet’ environments to maintain operational assurance. Our hardened backup is the only full-disk image backup and disaster recovery point solution on the DoDIN APL. It has also earned a Common Criteria certification under server and agent protection profiles and FIPS 140-2 validation.
When you choose Acronis SCS, your organization gains access to security-conscious support professionals. No matter the fix, you maintain complete control over your systems and data – we never remote in or pass data to third parties.
Contact us today to learn more about the importance of US-based support and data centers.