If there’s a NetQoS logo on the product, we own the issue.

by Joel Trammell
CEO, NetQoS

We’ve been hearing some rumors that some customers and prospective customers have been told that some NetQoS-branded products might not come with the same level of service and support that customers expect from NetQoS.

First, NetQoS has earned some amazing customer approval ratings – a First Market Research report found that 88 percent of NetQoS customers reported “very favorable” ratings for NetQoS compared to other IT vendors.  The other 12 percent reported “favorable” ratings.  We place a lot of pride in the service and support of our products.

So allow me to address these concerns: If there’s a NetQoS logo on the product, we own the issue.

When someone buys and uses a product, the technological aspects are only part of the decision. Any technical product, including our own, isn’t a “whole product” without installation, training, service and support, expansion capabilities, and a path to future development.

In order to build the best solutions to manage network performance for application delivery, we sometimes partner with and source technology from outside vendors.  However, when our name is on the box, we take direct ownership of every customer experience – no matter what suppliers may be involved – and never communicate that the blame for an issue somehow rests outside of our company.

And if we everdo not take full ownership of a problem, please let me know.

Joel Trammell, CEO, NetQoS.