Servers. Services. Support.Posted by Mathew Medoff in Culture, Customer Service, SoftLayer
IT is a very fast paced industry where you always need to fight just to keep up. Some companies go that extra mile in an attempt to stay ahead of the curve. In my time here at SoftLayer, I can say I have never once been bored. There is always something to keep your interest, some new innovation that needs to be looked at. Three of the aspects of this that have a drastic effect on the industry as a whole are the servers that we can provide, services to use on those servers and finally support for both.
We are always looking to provide the best possible hardware to our customers. Every time we evaluate a new piece of hardware, we run it through the gauntlet. “Will this hardware work with our system, what kind of driver support does it have, and most important is it going to be an improvement for customers?” Once it’s decided that a new piece of hardware would be an improvement the real testing begins. Everything is thrown at the hardware to ensure it meet our high standards. The latest and greatest isn’t rushed into production; we want to be sure that it really does perform to our standards in the real world and not just on paper.
Having all this hardware is great, but you need to have some innovative services for the customer to go along with it. SoftLayer really has shined in this area. There are so many different services available, there is no way I could even start to list them all. The portal alone offers more server control than anyone else in the industry. Our provisioning system can provide a server in a matter of hours and not days and with tools such as StorageLayer, RescueLayer and the Portal you can perform complete disaster recovery remotely! You can even reboot your server remotely via a cell phone while you’re on vacation without having to open a single ticket or talking to a single person.
When you have all these great services, you need to back them up with great support. Here at SoftLayer we have just that. On top of our ever growing KnowledgeLayer, we have fast and efficient ticket and phone support. Within minutes of opening a ticket, a technician has already read it and is already looking into your issue. We don’t have those pesky call queues you sit in for hours just to get a human voice, you call support and the phone is immediately picked up by a skilled technician ready to address your every issue. Unlike many places I have worked, the NOC is not a dead quiet room with people staring at computers screens. The NOC is constantly active. Our support team is just that, a team. They are constantly working together to find solutions to any number of problems.
I can’t even express how much of an honor it is to work at SoftLayer. Every day you come into the office wondering what great innovation we have next for our customers. At the end of the day, I can go home knowing that we are providing the best hardware, the best services and the best support to our customers.