Comments on: Three Trends At Zenith Infotech

By: Joe Panettieri

Joe Panettieri — Sat, 19 Jul 2008 01:28:16 +0000

Cee: I saw the call center in action at the company’s headquarters near Pittsburgh.

By: Cee Penn

Cee Penn — Fri, 18 Jul 2008 21:56:02 +0000

Where is Zenith’s call center for helpdesk services?

By: Brian Doyle

Brian Doyle — Fri, 18 Jul 2008 14:46:23 +0000

Bruce-

We are using Kaseya in house and agree with the desktop managment being stronger than other tools we have used preciously. I would be interested in understanding how Zenith’s helpdesk supports that paltform (if at all) on calls to the helpdesk from our desktop user community. Thanks!

By: Joe Panettieri

Joe Panettieri — Thu, 17 Jul 2008 22:25:27 +0000

Toddsw: I don’t have all the answers. I do have a few tidbits of info, tho. I believe Zenith helpdesk outsourcing runs 8am to 10pm eastern daily, with a 15 minute service level agreement. After-hours, I believe the 15 minute service level agreement also applies, meaning that Zenith will reply to a customer message within that window. Double-check these metrics, though, because I was on the move when Zenith mentioned them to me and I am quoting from memory rather than written notes.

By: toddsw

toddsw — Thu, 17 Jul 2008 21:38:07 +0000

I didn’t realize Zenith offered a helpdesk outsourcing, anyone care to comment on how it is working for them? How do you handle escalations for your customers and manage the sla’s? Thanks, Todd

By: Bruce Campbell

Bruce Campbell — Thu, 17 Jul 2008 20:21:25 +0000

We are also using Kaseya — it seems superior for management of desktops, especially with the live remote features. We had N-Able back in the dark ages, too, but we’re not using it anymore. We’re trying to keep neat and clean when it comes to platforms.

By: Joe Panettieri

Joe Panettieri — Thu, 17 Jul 2008 20:14:20 +0000

Bruce: Good to hear your thoughts. MSPmentor tries its best to stay vendor-neutral — we can’t pick our favorite platforms because we don’t really test or use them. But we’re pleased when readers share their stories (good and bad) with each other so that MSPs can make more informed partner decisions.

Is Zenith the only platform you use, or are you snapping a few of them together?

By: Bruce Campbell

Bruce Campbell — Thu, 17 Jul 2008 20:11:28 +0000

We are an early adopter of the Zenith products/services, several years ago, and it has really jumpstarted our conversion to an MSP. At every turn, Zenith has shown themselves to be a quality company. They seem to comitted to maintaining a high level of quality despite their rapid growth, and they are aggressive in locating a developing new revenue streams for their partners.