PRODUCT SHEET

Reach the Highest

Level of Support
Support can have a domino effect. When Datto delivers
superior support to its Partners, its Partners are more
likely to deliver superior support to their clients. In
turn, the client will be loyal to and give more business
to the Datto Partner. In fact, research shows that 66%
of respondents cited Customer Service as the biggest
driver for encouraging greater spending.1

This brief addresses Technical Support

two key elements of Support is one feature all companies have but it can differ greatly from one company
to another. Datto’s support department represents the largest department inside
Datto’s award-winning, our company and grows faster than all other departments combined. Several factors
impact how to build and manage a support department. At Datto, we focus on our
proactive support, and channel partnerships, which results in award-winning two-tier support with a highly

the difference they can educated staff and a fast response time. In fact, we consistently meet 99% of our SLAs -
something we are very proud of, and sets us apart.

make in a managed Datto invests heavily in its Technical Support infrastructure. What originated as just one

service provider’s person; one CEO who answered the support line to troubleshoot issues has transformed
into a culture of accountability in tech support. His policy of being very understanding
bottom line. They are and helpful to the partner has stayed with the company. And him having the experience
of front line support has helped keep Datto focused on providing helpful, constructive,
Technical Support and timely support.

and Training. Since 2013 Datto has more than tripled the size of its U.S.-based Technical Support Team,
to over 150 full time staff. This expansion has enabled Datto to provide live 24/7/365
support to all our partners. With support extending from the US, to the UK and Australia,
it is Datto’s mission to always be there for its partners, no matter what time of day it is,
and no matter where you are. In 2015 Datto has a 98% ticket satisfaction rate, even as we
continue to grow as a company.

When a call is placed, or email sent, to Datto Tech Support it initiates a process within
Datto. The goal is not simply to solve the issue at hand, to but to work with the Partner to
avoid the issue from recurring.

98%
WE MEET
GLOBAL
99 OF OUR
% SUPPORT
US/UK/AUS
TICKET
SATISFACTION
24/7/365
SUPPORT
SLAs

1. RightNow Technologies, 2010 Customer Experience Impact Report datto.com


‘‘
MSP support
representatives
that have
attended training
have a better
understanding of
what’s going on
and become true
experts in delivering
business continuity
solutions.
Henry Washburn
Training Department Manager
Datto, Inc.
2 | eBOOK: Support
Training
Training starts from the first day a Partner purchases a Datto device, with Datto
Quick Start Install Service. A Datto Sales Engineer walks a Partner through their first
installation from start to finish, ensuring a quick, successful first device install at an
end-user client site. This ensures our Partner is up-to-speed out of the gate, and their
clients will be impressed with their knowledge of the Datto device from day one.
The next stages of Training come in a variety of formats, allowing Partners to participate
in a way that best works for them. Datto Academy is a knowledge-sharing program
designed to provide Partners with all the information and training necessary to get
the most value out of Datto devices and services. The more our Partners know the
better they can serve end users and the more successful they become. Datto Academy
combines online training programs, hands on seminars and workshops, and live and
recorded topical webinars. The Datto Academy offers both Basic and Advanced training
courses.
Topics in Datto Academy range from free Basic Online Training that covers device set-up
and configuration, basic support and technical issues, through to Advanced Training
Seminars. The Advanced Training Seminars are live classroom style technical training
seminars that get more in-depth, giving Partners the knowledge to support and manage
more complex issues, including ZFS troubleshooting, GUI configurations, and Bare
Metal Restore. Advanced Training concludes with a Certification test.
Conclusion
Datto believes that the best support is both Reactive and Proactive. Reactive support is
always in integral part of managing a MSPs day-to-day business. And how effective that
support is has a direct impact on how effective the MSP is. Proactive support helps take
the MSP to the next level—securing client loyalty and positioning them to attain more
clients and grow their business. Datto delivers the highest level, and best mix of, support
for its Partners.
Call Datto’s Tech Support by phone
North America: 877-455-6015 | EMEA: +44 (0) 118 402 9609
Follow Datto’s Tech Support on Twitter
Follow our support handle on Twitter using @dattosupport for up-to-the-minute status
updates in times of extraordinary circumstances such as widespread server outages.
Why Datto? It’s as simple as Trust, Technology, and Support.
Learn more at www.datto.com or call a Datto Sales Exec at 888-294-6312.
Corporate Headquarters Regional Offices
Datto, Inc. Norwalk, CT 888.294.6312
101 Merritt 7 Boston, MA 800.571.4984
Norwalk, CT 06851 Toronto, CAN 877.811.0577
United States Reading, UK +44 (0) 118 402 9606
partners@datto.com
©2015 Datto, Inc. All rights reserved.
www.datto.com
10/31/15
888.294.6312