4 Things to Consider When Choosing a DaaS Provider, Part 3: Support

Support is one of the key reasons a DaaS model can be attractive. If you don’t have the right expertise or resources in-house to deploy VDI yourself, a DaaS approach can be a better fit. That includes (or should include) support before, during and after the sale. Believe it not, however, there are providers out there that do not include any level of support in their offering unless you are willing to pay a substantial fee (upwards of $15,000 per month).

The level of support you will receive from your DaaS provider signals the partnership you truly have with your provider. Let’s step through three main areas where support is important to make sure your organization is set up to be successful before and after deployment:

1. Pre-Sales Support: Finding a true business partner means building a relationship with the company you will be working with, and it starts with how they take care of you in the sales process. Start with the business problem you’re trying to solve – does the DaaS provider take time to understand your business and future goals? Do they illustrate technical and business expertise in configuring a custom solution for you? If you conduct a trial or proof of concept (POC), the support and responsiveness you get can be a leading indicator of the long-term support you can expect.
2. Project Implementation Support: Successful implementation can make or break your VDI deployment and ability to manage it moving forward. Define what level of support is provided during the project implementation as well as roles and responsibilities. This encompasses not only technical support requirements, but also any obstacles that come up during the setup process. VDI is complicated and requires a specialized skill set.  It is important that your DaaS partner provides you with the expertise to overcome these obstacles instead of leaving your company holding the bag.
3. Post-Implementation & Ongoing Support: What level of ongoing support will your DaaS partner provide after deployment? Your organization’s time is important and if your desktop environment goes dark, business comes to a stop. Will your DaaS provider bring expert resources to bear 24/7/365? Additionally, it is important to understand the responsiveness associated with their ongoing support. For instance, if you submit a help ticket will it be resolved quickly and accurately or will it end up in a black hole? On top of a 99.99% guaranteed uptime, Dizzion provides customers with a complete Tier 2 and Tier 3 support model (we call it technical support for technical people). Depending on the severity of the issue, customers will have the ability to submit a documented ticket (24-hour response time) or call one of our VDI engineers directly (instant response time).

Dizzion’s commitment to the customer experience is robust pre-, during and post-sale and it comes standard in every client engagement no matter how large or small. Cloud delivered desktops are our core focus so it doesn’t need to be yours and that includes the support required to deliver and fully support a customized solution for your business – 24x7x365.

Looking forward, we’ll wrap up our four-part series on “Considerations for Selecting a DaaS Provider” by highlighting the flexibility and customization capabilities you should look out for.

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• Read Part 1: Infrastructure
  
• Read Part 2: Cost