Exacq Improving Technical Support, Responding To Integrator Complaints

Author: John Honovich, Published on May 21, 2018

Exacq had been a long-term favorite of integrators, but since their 2014 Tyco acquisition, Exacq has fallen in IPVM integrator studies (though still one of the favorite VMSes). Most recently, Exacq suffered significant integrator complaints in IPVM's 2018 worst technical support results.

Now, Exacq and its parent company JCI have quickly responded, saying that they are making significant improvements to technical support, including improved processes and new hires. In this note, we examine the issues integrators had with Exacq and what JCI / Exacq are doing to fix this.

***** *** **** * ****-**** ******** ** ***********, *** ********** **** **** ***********, ***** *** ****** ** **** ********** ******* (****** ***** one ** *** ******** *****). **** ********, ***** ******** *********** integrator ********** ******'* **** ***** ********* ******* *******.

***, ***** *** *** ****** ******* *** **** ******* *********, saying **** **** *** ****** *********** ************ ** ********* *******, including ******** ********* *** *** *****. ** **** ****, ** examine *** ****** *********** *** **** ***** *** **** *** / ***** *** ***** ** *** ****.

[***************]

Problems ********

*** ******* ******* ** ***, *********** *****, **** *** **** hold *****, *.*., "***** - *** **** *****!", "***** - Never *********", "***** - **** **** ****", "***********. ****** **** normal ** **** *****, ***** **** ** *******", ***., ***." Secondarily, ***** **** ****** ******* *** ***** ******.

Response - *** / *****

*** / ***** **** ****:

** ****** ******* ** ******* *** ********* *****, ********* ******* after *** ****** **** ** ****. **** ** ****** ***** of ***** ********** (*** ****'* ****** ****** ********* ****), *** global **** ******* **** **** ******* ** * ******* ** mitigate ****, ********* *** **** **** *****; ********* **** *** customers *** *** *** ********* ******* ***** ** ***** ** develop ** *********** ****** ** ****** ** ******* *** **********.

***** ********** *******:

  • ********** *** ******* ******* **** ** ******* ******* **** *** next ********* ***** ******* *** **** ** ** ******* * series ** “******” ** *** ***** ***** ********.
  • * *** “***********” ****, ***** **** ************** ** ** ** immediately ********* ** *** ********* ******* **** ** ************ *** resolve ******. ** *** ******* **** **** ** **** ** our ***** ********* ******* ********** **** ***** *******.
  • *********** ** ******** ***** ** ***** ***** ******** ********* ******* Offices ****** *** ******** ** ******.

** **** ******* ***** ***** ** ********* **** ** ***** activities *** **** ** ******* ******* *** ****** **** *** team, ***** ** ******* **** **** ******* ****** *********** ** IPVM's ****** *** ***** ***** **** ******* **** ** *** standard *** ********* ******.

**** **** ********* **** **** *** ****** **** ********* ******* representatives, ******:

*** – **** **** ******* *** **** *** ******** **** – ** *** *** ** ***. ** **** ********* *** headcount *** ***** *** ***** **** ******** ******** ***** ******* training.

Proper ********

**** ** *** ****** ******** *****, ************* ** **** ********, is *** *******. *** ***** ********* ****** ******** (*.*., *****) or ****** ******* (*.*., *******) ****** **** ******* **** ********. However, ** ***** **, *** ********* *** **** * *********** amount ** ***** **** ** **** **********, **** ***********, *** understand **** ******** **** ****** *** **** ******* ***** ******** for ********* ************** *** ****** *******.

Time **** ****

**********, **** ****** ******* ** **** (*) ******** **** ***** and (*) ******** **** *** ***** ******* *** ********. ************* and *********** * **** *** ********* ***** ***** *** ***** need ** ** ******** ************ *** *********** ** *** **** few ******. ** **** ** ******* ***** ** **** *** encourage ***** *********** ** ****** ***** ***********, **** ** ***.

Comments (14)

Avatar

Fabian Muyawa

LONTECH SYSTEMS | IPVMU Certified | 05/21/18 10:03pm

** ** ** ************ ** ********** **** *** ** *** annoying ****** ** *** ******** ** ****** ************ ** *** readily ********* ****** ** ********* ******* ** ******* ** ********* cases.

* **** *** ******** ** *** ********** ********** ** ***/ Exacq ** * ***** **** ** *** ***** ********* *** should ** ******* **** * ***** *** ***** ****** ** order ** ******** ********.

Undisclosed #1

05/22/18 12:23am

"**** ** *** ****** ******** *****, ************* ** **** ********, is *** *******. *** ***** ********* ****** ******** (*.*., *****) or ****** ******* (*.*., *******) ****** **** ******* **** ********. "

**** ********* ******* *** **** **** ***** ***** ******** ** the "***** **** ******* ****' ***** ***** **** **** ******** by *** (** **).

****** ******* *** ***** '** **** ***' ********** ** *** dissuade ** **** ** ******* **** *** (** **) ****** up *****'* ************ ***** **** ******* ********* *** ********** *** their ******* **** ******* ******** ******* ** ****.

John Honovich

IPVM | In reply to Undisclosed #1 | 05/22/18 12:27am

****** ******* *** ***** '** **** ***' **********

**** ********* *** **** *** / ***** ********** ********, *** anyone ** ** *** *********, ** * ***** ********* *** more ****** ** ****.

Undisclosed #1

In reply to John Honovich | 05/22/18 12:52am

"**** ********* *** **** *** / ***** ********** ********, *** anyone ** ** *** *********, ** * ***** ********* *** more ****** ** ****."

******?

** *** ****** ** **** ***** *** ************* **** ****** good ** *** * ** ******** ** ******* ***** *********** that ******* ** ***** *********?

John Honovich

IPVM | In reply to Undisclosed #1 | 05/22/18 12:57am

***** *********** **** ******* ** ***** *********

*****, **** ** *** * '***********' *** '*****' ********* ****** but **********. *** *** ******** ** *** ******* **. *** JCI / ***** ***** ** ******* ** ****** ********* ******* experience. ** *********** *** ***** *********** * ****** **** ***, surely ** **** ***** *** ********* **** *****.

Robb Larsen

In reply to Undisclosed #1 | 05/22/18 01:33pm

** *** ********, ***** *** ***** * ****** ****** **** were ********, * **** *** ** **** ** ******* **** still *** * ***** *** ** ********* **** ******** *** growing ***** *********** ****.

*** *****, *** ** ** *******, ****** *****, ** **** new ****** *** ***** ************ *** **** ******** ******. ********** else **** ****** **** ** ***** **** ********** (***** * get, *** **’* ************* ***** ***** *******). **** *** ****** extremely ******** ** *** **** * ***** *** ***** ** difficult ** ******** ********* ***** ********.

** ***’** *** ******* **** ******** ******** ** ****, *** better ***** **** ****** ***** *** **** ** ****** *** integration ****** ** **’* *****. **** ** ***** ** ***, it’s ********* ********. * **** ******* *** ** ****** (** at ***** **** **’* ***), **** **** ** ********* ** enough ********** **** ********* ***** **** ***** *** *************.

Undisclosed Integrator #2

05/23/18 06:33pm

*** ***** **** **** ***** ** ******** ******* ** **** 1 ********. **** ** ***** **** * ******* *** ** minutes ***** ** **** *** ** *** **** ** *** to ******* ** *** ****** ******* ** ***** **** ** not. **** ** ***** ***** **** **** * ****** ** able ** ****** **** **** *******.

**** ******** **** **** *** **** ** **** ** ****. Simply **** ***** **** * ******* *** *** **** ****** much *** ******** *** ****, **** **** **** **** **** and *** *** ** ****.

Robb Larsen

In reply to Undisclosed Integrator #2 | 05/23/18 07:13pm

* ***** ***** **** ****. ********* **** **** ***** *** too **** (**+ *******), **** **** **** * ** ** answering ******* ** **** **** *****/**** **** ***'* *** * call **** **** **** * **** *** *** ** *** top ** ***** *****. * ******* ** *** **** ***** to ** ** ******* ******** ** ****** ********* **** ****** until **** *** ********** ***** *******, *** ** ****'* ******* in *** **** ****** *****.

** ******, ** ***** ******** ***** ** **** *** **** gather *********** **** ******* ****** *******/**** ** *******, *** **** methodology *****'* *** *** ******** ** **** ******** ** **** back **** ****** ******* ***** ******* *****. *'* **** ** makes ***** ******* ********* **** ******, *** ******* * **** back **** **** * *-* ***** ***** *****'* **** ** you ***'* **** ***** ******* *** * **** (*** ***'* miss *** **** ** ***'** ******** ****).

**** * **** ** ** ******** ***** *** **** ***** issues *** *** ****; ********** **** ***** ** ******* ** Tier *. ******* *** ******, * **** ***** **** ** that **** * ** ***** "*********" *** *'* ***** ** have ** **** **** *-*** ****** * *** *** *** problem ******** ** ** ********* ********.

Undisclosed #3

05/25/18 12:27pm

* ***** **’* ** ** **** * **** ** ** a **** ** **** **** * ******** ** * “****** fix” ********* ** ***** * ****.

**** * ***’* **** ** **** **** * ***’* ***** more ******* ********* **** ********** **********.

* ***** ***** ****** ** * “**** *+” ****** **** Tier * *** **** *** ******* ** ******** (*** *****) complex ********, *** ******* ***** ****** ** ******* ***** ******, firewall *********, ** **** ****** ********, *** ************...

Undisclosed Integrator #4

05/31/18 01:16pm

*** ** **'* *** **** *** **** ** ********* ******* help, ***** ** ******. **'* *** ******* *******. ***** *** been ******* ******** *** ******* *********** **** ****** ** *** their ********. **'** ***** *** ***** * *** ****** ** it ** *** *****, **** *** ******** ** ****** **** issues. *****'* ******** ** ** **** ***** **** ** *** site *** ******* **** ** **** *** ****. **** **** shown **** ******* *** *** **** ********** **** ***** ***** and *** ***** ****** ** ** ****.

John Honovich

IPVM | In reply to Undisclosed Integrator #4 | 05/31/18 01:25pm

#*, *** *** ********* ** **** ******** ****** **** **** specific ********? ** ***** **** ****** ***** ****** *** *** be ******** ** ****. ******.

Undisclosed Integrator #4

In reply to John Honovich | 05/31/18 07:27pm

**'** *** **** ** **** ***** ********, ******** **** ***** reporting ** ****** ******. ******** **** ************* ****** *** * few *** **** ********. **** ** *** ******** **** ***** in ******* ******. ** *** *** ******** **** **** ** hard ***** ******** ** **** **** * **** **** ***** A-Series *****. ***** ******* ****** *** ** **** ** **** drop ******** ** *** ****** ** *** ******** ********(*). *** false ********* *** **** ***** ** ******** ********. *** ****** was ********* *** ****** ** ******, **** **** **** ***% operational. ******** ******* **** ******** ** *** *** *******, *** again, ********* ** ** ** ******, *** *****. ** **** been * **** ***** ***** ****, *** ** *** *** looking ** ****** ** ********* ******** **** ********* ****.

Undisclosed Integrator #5

In reply to Undisclosed Integrator #4 | 05/31/18 08:55pm
**** **** *** ** *-****** ** *** ** ** ******* versions ** *** *-****** *** *** *** *** ******** **?

Undisclosed Integrator #4

In reply to Undisclosed Integrator #5 | 06/04/18 06:10pm

**'** *** *** **** ******** (*'* *** **% ** *** problems) **** *** ** *-******. *** **** **** *** ******** with *** ** *** ** *-****** *****.

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