[28039] in resnet
Re: Web Help Desk purchased by SolarWinds
daemon@ATHENA.MIT.EDU (Corduan, Nick)
Sat Oct 20 15:21:55 2012
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Date: Sat, 20 Oct 2012 19:21:45 +0000
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From: "Corduan, Nick" <nccorduan@taylor.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <LISTSERV%201210201142117786.6693@LISTSERV.ND.EDU>
Our school purchased WHD mid-acquisition and had to fight pretty hard to work something out with Solar Winds that honored the spirit of our agreement with the prior sales rep, but for all the hassle and headache, they did hang in there with us while we were being pushy, and we worked it out.
Support during the implementation has been a bit strange, but not bad. You can tell some of the support staff are still learning the product and don't have a lot of depth or historical knowledge of it, but they've been very responsive and have had a attitude and the same willingness to work with feature requests.
At this stage, I definitely don't regret our decision.
Nicholas Corduan
Client Services Manager
Information Technology
Taylor University, Upland, IN
nccorduan@taylor.edu / (765) 998-4052
________________________________________
From: Resnet Forum [RESNET-L@LISTSERV.ND.EDU] on behalf of Libby Kim [libbykim@USC.EDU]
Sent: Saturday, October 20, 2012 11:42 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Web Help Desk purchased by SolarWinds
Hi all,
Resurrecting this post because I'm curious too - I recently moved on to an
environment where we do not have a helpdesk ticketing system in place, and
we desperately need to get one set up quickly. I used WHD at Annenberg with
wonderful results and I was hoping to set up something at Thornton, but with
the change in organization I'm not sure if we want to go that route. I loved the
product but am concerned about the updates and service aspect - I've already
heard about the increase in cost and an issue with the Solarwinds sales office
honoring a quote provided by WHD.
Now that a few months have passed, was wondering if anyone can provide
feedback on their experience with the change so far.
Thanks for your help.
Libby Kim
Technology Services Manager
USC Thornton School of Music
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