An open letter to Astaro,
After many years of working with the product I'm finally at the end. This whole debauchery called 8.00+ is a joke. When we first started working with Astaro it was a well thought out product that did exactly what it claimed to do and updates worked. As the years have clicked by and more people have been involved and money has switched hands the product has consistently become worse. As a reseller and integration company we have on too many occasions made excuses for the totally miserable engineering on Astaro's part (Lack of testing and proofing) and in most cases made our own fixes/patches to overcome Astaro's issues. If this wasn't enough we now have to deal with a total lack of support when our customer's are paying through the nose for support. My company has charged large customers crazy amounts of money for platinum support only to have customers submit a ticket and NOT hear a word for 6 plus days!!!!! This is not to exclude smaller companies that may never hear back from support until I or my partner have to call and raise the roof to get any response. Again, in most cases we end up fixing the issue or more likely creating a work around.
Now we introduce Sophos that has it's own issue ( Yes we have worked with them for a while also) and are told that the support teams are combining which will make it all better. Right............
Sophos/Astaro please remember what makes a good vendor/manufacture, a solid product with top notch support. People, you have to create a rock solid product that WORKS 24/7 with very little issues if any!!!! If you can't do this then get out and sell hot dogs or whatever you do well. You have put your support system in the worst case scenario by putting products out that are marginal and on top of it shorting your support staff.
Prior to starting my own company I worked for a small company called Siemens working in one of their many manufacturing operations in Germany and learned many things doing this, the most important is product development and testing, maybe Sophos/Astaro should get their executive staff together and include their development staff and look at other successful operations and adjust their own.
Regards,
Michael T. Kiehl
Selectus Consulting LLC
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