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I hope I'm not the only one sending in this kind of comment. I've never dealt with a better tech support group at any company. I've talked with a number of different people over the last 6 - 8 months....Craig, Kristin, Robin, Larry....I know there were others that I can't remember. It doesn't matter which one I get, they are all polite, knowledgeable, patient and professional. They never get annoyed with my stupid questions (at least not noticably) and they pretty much solve the problem the first time. I've had a couple of problems that took more than one call but they refuse to give up, even when I've given them the opportunity to do so. Please give an "attaboy" to the whole staff and keep up the good work.
Dave Sack
IT Manager
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Letter from North Mississippi Health Services
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Good Morning:
I wanted to drop you a line and tell you how great Robert Liptak was yesterday. We/he upgraded our system to 4.5 and then move it over to a new box. There were a few issues that need to be resolved on the fly, Robert hung in there with us while we dug thru the issues. He's knowledge, patience and understanding was OUTSTANDING. I have worked with Robert in the past as well as others on your support staff and they are awesome. You have a good product and awesome people. Thought you might want to hear that!
Have a wonderful day!
Linda
Linda M.D. Kosek, Email Administrator
Dept. of Information Technology Services
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I am just writing to follow up on a support call that I had recently to your company.
We use Notify Link for our Blackberry's to communicate with our GroupWise server. After trying to update NL to ver 4.5, we screwed up our database and had to reinstall.
I cannot remember (I meant to write earlier) the name of the woman at your company that helped us, but she went above the call of duty to get our system back up and running with no data loss.
We had fortunately backed up our data before starting. It took several iterations of installs and data conversions, and without making us feel "dumb" she recovered it all.
Hope things continue to go well for your company.
Chad Haatvedt
Director of Computer Services
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I just wanted to pass along a quick note about Larry in Tech Support. I had a need for the 4.0.3.7 client for a couple of our PDAs. Knowing which client I needed took a couple of days and Larry was very patient with me and was checking up on me in case I had any other problems.
Once I realized that I did need the client there were issues with getting the file to me that were resolved. Larry was very helpful and very patient and I want to thank him and let you know how helpful he was.P.S. I know I have emailed you in the past about this but I want reiterate how great all of you tech staff is. I have never had a problem and they have always come through whenever we have had problems.
You have a special group there.
Mike Plemmons
Network Administrator
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I wanted to send a message to let you know that in the last couple of years while using NotifyLink, I've been most impressed by the caliber of support your tech support team has provided me. They are by far the best tech support group I've ever had to deal with. Not only do they usually fix a problem right away on the first call but for the ones they don't, they stick with it - never giving up.
Although every tech support person has been very helpful, Robert Liptak in particular has been top notch. Even when I don't always get back to him right away, he stays on it and works the problem through to a resolution.
Please let them all know how much it's appreciated.
Kathy Tyler
Systems Administrator
I.T. Infrastructure
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Thanks and as I stated numerous times, NotifyLink has the BEST TECHNICAL SERVICE I have ever dealt with (and trust me, I have been in this field for ~27 years)!!!!Each and every one I have dealt with (and I probably have dealt with all of them), have been prompt, attentive and quick to respond, no matter how minor the question or issue is at hand, even late in the evening. A company I would love to work for!
Best regards,Michelle French
IT Coordinator - Systems
County Board of County
Commissioners
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I just wanted you to know how much I appreciate your tech support people. They are among the best I've dealt with in my 26 year career. I hesitate to name any one person, least I leave out someone. Anyway, maybe you can pass this along to their supervisors .Thanks, Bob.
Robert Beckwith
National Council for Community Behavioral Healthcare
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I have really owed you this email for some time.
Your support people TAKE ownership of the problem. Your support people KNOW the product, and more. I have been amazed that most issues are resolved in a few minutes or less, with the FIRST person I talk to. Support continues to follow up until they are sure the issue has been resolved.You have the best support group I have ever worked with. I wish they worked for me .Regards,
Chris J. Peterson
V.P. Information Technology and CTO
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I have said this a number of times but I want to say it again. I ran into a problem from some changes that we made on one of our NotifyLink servers. I spoke first to one of your support staff members that was willing to help to reverse what we had done the night before. Because I neglected to mention all the details he came back with some information that worried me. I stepped back and called back a half hour later and your support staff confirmed my thoughts and helped me make the change back.Your staff remained calm even though I was a little harsh with some of my responses .I am just so pleased with your support staff. I am convinced that they are the best IT support staff around. I hope you are paying them well for their continued efforts.
Paul Kendall
Network Technologist
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I just wanted to let you know that we were able to get everything up and running on the new server.
Idon't know if you have ever been told this but the tech support team at notify is first class. We had a couple
of bumps in the road but Anthony really knew what he was doing and got us through it with ease. It is nice to know
that at least one software vendor has a technical team that knows what they are doing.
Chris Barker
Systems Administrator
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Just a note to let you know that it was a pleasure working with Cheryl
on Monday evening to diagnose and to resolve a problem that we were
having with NotifyLink delivering e-mail to a Treo for the President of
our company.
Our normal technical support person that works with NotifyLink and
Groupwise was unavailable, and Cheryl was very patient with helping me
to navigate through this program that I was unfamiliar with. It's not often that I can praise customer support and technical support
organizations these day, so to me, her performance was worth
acknowledging.
Sincerely,
Rodney Truelove
Director, Information Services
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My name is Mike Plemmons and I am the Network Administrator for the Office of the Consumers' Counsel. I have been working with Heather in tech support for a couple of weeks now on a problem that is now solved. She has been extremely helpful not only with any questions I have but also in keeping in contact with me during the whole process making sure that all is going well. She should be commended for her work. I would also like to pass along my thanks to the rest of your support staff over the time we have been using your software, about a year and a half. Everyone I have been in contact with has been wonderful and patient with any questions I have asked. The level of professionalism in your tech support area is exemplary.Thank you for your time.
Mike Plemmons
Network Administrator
Consumers' Counsel
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Once again, I had the pleasure of dealing with your technical support team over the past few days. I forget to give credit where credit is due, especially when we (all) constantly put out little fires all day long.
Just to mention a few, Joe, Brian and especially Robin have been the most tremendous help to me in maintaining and upgrading our system. As you know, when something works well, we forget it's there; NotifyLink is such a product.
I do not have even an occasional need to glance at the software, after installing it originally with your teams help. Friday I had my NotifyLink messaging server go bad, and I knew I was going to have to reinstall.
I was able to pull off a copy of the database from the almost dead box. First I spoke with Joe who gave me answers on what OS I could install on (W2K3) and what precautions I should take.
After the install I had mismatches in connections strings and passwords, and Brian helped me through the logs and regedit to get it all corrected, and get my old version running.
Finally today, I wanted to upgrade to 4.0.; I had no problem with the messaging server. When I tackled the web server I got an inexplicable (and consequently frustrating) message.
Robin, with your developers at her back, was able to get me past the message, through the install and up and running on the new version. Her tenacity got me though every detail, and she did not leave me until everything was correct.
Your support people definitely know how to turn a lousy twist of fate (dead server) into a great experience. I want to thank them all for the dedicated and professional help they provided.
Thanks again,
Gregory J. Ritz
IT Manager
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"We are using the Notifylink application to enhance our associate’s productivity and our experience with the product has been great. With the Health Alliance receiving more than 135,000 emails per day, providing a mobile workflow solution to our associates improves operational efficiency and financial outcomes… Knowing that the integration with our Novell systems was key to achieving a quality outcome, it was reassuring that Notifylink was a proven Novell solution."
Alex Rodriguez,
CIO Healthcare company
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Thank you for all of your help and I must also add that we have had
excellent results from NotifyLink technical support - my team has been
relaying very positive comments in this regard.
Tony English
Manager Technical Support
Healthcare company
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This solution provided exactly what we were looking for as a company. Other solutions do not provide encryption, or, they require several servers in order to manage even a small application.
Reader Comments from Novell's Cool Solutions Web site.
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I also wanted to pass along our appreciation for the support we received this week from your Technical Support staff.
I've always been able to get someone on the phone in a minute or less, and they have always been very willing
and eager to help us work out technical issues. That was especially true this week, where we had some major
issues after upgrading our Enterprise server, and I was on the phone with various reps for hours until the problems were resolved.
It is also nice that they are available until 6pm our time. Thanks again
.
Chris Giluso
Residential Home Develope
r
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We were able to get everything up and running. Your tech dept. was very knowledgeable and helpful. We are currently testing the product and everything is running smoothly. Thanks.
Desmond G. Fenty Jr.
Network/Telecommunication Manage
r
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I always see your name at the bottom of the emails I receive from your tech support and account group.
I just wanted to say that I always receive excellent service from your staff at Notify. This morning I requested a licence change via email and within minutes Donna Hutchinson called me.
She very pleasantly and efficiently made the change I request. A few minutes ago I asked a question of your support group via email and had my answer quickly from Chad.
And Robert has been most helpful and patient in dealing with issues in the past. So I guess I want to say thanks for the great service. Cheers.
Tony Klancar.
Database Manage
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Our office has recently subscribed to your Notify Link hosted services. We have acquired two Blackberry
handheld devices and needed to link Groupwise with those devices. Needless to say, being new to the
Blackberry arena and the Notify Link service, I have had to rely on your technical support staff for assistance with a myriad of issues. I would like to relay my extreme satisfaction with the staff that I have dealt with. I have dealt with
Mark, Justin, and Sheryl and all of them have been very pleasant and most helpful.
All the calls I have made have been answered very quickly and all three of your staff were very knowledgeable in the Notify Link system and most helpful in resolving my issues. Keep up the good work and please give kudos to the aforementioned staff !!Thank you !!I just wanted to let you know that once again, your support staff has been tremendous to deal with. We had one of our users ditch her Blackberry for a Treo and when I contacted tech support to get help in downloading the Notify software, Mark was absolutely wonderful to deal with, very knowledgeable, and was extremely patient. He informed me of a problem with the users account and suggested what to do to resolve it. I did so with the user and the Treo started working immediately. When I called Mark back just to let him know that everything appeared fine, he was at lunch. Cheryl was the call taker and she was just as pleasant.You have a great staff, keep up the good work !!
!Jim Powers
IT Manager
East Coast Regional: Office Attorney Genera
l
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