Services

Packet Design is committed to helping our customers realize a rapid and sustained return on their investment. Packet Design customers benefit from the unique network management insights our technology provides and also from the after-sale experience. New customers frequently have questions such as:

        “Will we ever hear from Packet Design except at maintenance renewal time?”

        “Are the Packet Design customer support technicians knowledgeable? Will they be responsive if we call with a problem?”

        “Does Packet Design invest in technology innovations and provide frequent product updates?”

ClientAdvantage is a comprehensive customer care program that answers these questions with a resounding yes. It is designed to ensure that every customer receives the most from their product investment and to provide convenient access to Packet Design personnel, expertise and resources.

Every customer is assigned a Customer Success Manager who serves as their Packet Design primary point of contact. As the customer advocate, the Customer Success Manager stays in regular contact to ensure maximum value is received from both the Explorer products and the ClientAdvantage program.

Besides software maintenance and technical support, the ClientAdvantage program offers a number of other benefits.

  • Periodic goal progress reviews ensure the products are delivering the anticipated value
  • Annual system health checks and recommendations make sure the products remain configured optimally
  • Regular Success by Design webinars share network management best practices using the Explorer products
  • Frequent Explorer product releases (usually two per year) deliver ongoing value
  • A customer self-service portal provides convenient access to helpful information and software downloads
  • Passes to our Customer Symposia provide free product and technology education
Data Sheet

 

Packet Design also offers product deployment and migration services:

  • The Rapid Deployment Service addresses the needs of new customers. We install the Explorer products, update them to the most applicable software version, configure and validate optimal data collection, and deliver training specific to system administrators and users.
  • The System Migration Service is designed for existing customers who are upgrading their product infrastructure to new physical or virtual components. Our consultants begin by providing turn-key support for data back-up, data migration and collection validation, and conclude with key knowledge transfer activities.