What is your ability to deliver support if the building loses power? Or if there is a small fire in the kitchen? Or if the roads nearby are closed and people can’t get to the office? None of these things are actually disasters, and all of them can happen for very ordinary reasons. The fact is these and many other situations may disrupt your ability to deliver support to customers. Do you have a plan?
By Jerry Stalick
Vice President at F5 Networks and Chair of the Member Advisory Board for the Association of Support Professionals
Taking the time to create a Disaster Recovery or Business Continuity Plan for support faces two challenges among Support professionals. First, it’s intimidating. Secondly, formal responsibility for DR or BC usually doesn’t belong to the Support organization.
The notion that DR or BC doesn’t belong to Support is a dangerous position to take. I’ve seen too many official corporate plans which focused on things like HR records or corporate financial data but gave no more than passing thought (at best) to how the company would continue to service customers during a disruption. But when something goes wrong, it’s left to the Support leadership to answer questions about how their organization responded.
Every support organization should be prepared for a disaster, even if the “disaster” is nothing more than a toaster fire.
Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well. That said, it is apparent that they still have a ways to go to catch up to some of the more elite companies, such as Red Hat. This is a very good start, however and a great achievement for them. We look forward to seeing how they continue to improve their site next year. Learn how the Resideo team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts.
RedHat is a 2019 Top Ten winner in the large-sized company group. This was their ninth win in a row. They are obviously doing many things right. RedHat’s many wins highlight their continuing site improvement efforts. They appear to understand user expectations for support continue to change and they must continue their efforts to improve all aspects of their self-service site and its use, such as through Google. This company does not rest on their laurels, but works hard to continue to evolve their site. Learn how the Red Hat team has developed its most recent web support capabilities and been recognized nine times by the ASP for their web support efforts.
ASP Announces 2020 Conference Customer Success + Support: A Powerful Partnership. Join the ASP in Dallas March 24 - 25, 2020 to learn how companies define and deliver support
for outcomes that customers want.
Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities and been recognized five times by the ASP for their web support efforts (as Quest Software and as part of Dell). This report includes Top Ten Judges Comments (new for 2019) and the winning essay submitted by the Quest team.