Axcient Commits to 24/7/365 Support for Our MSP Partners
An excellent way to test your provider’s value is to ask yourself, “Am I confident that this vendor will prioritize and support me and my clients when disaster strikes?” If you can’t respond with a resounding “yes,” it could be time for a vendor upgrade.
As a 100% MSP-only provider, Axcient is committed to ensuring business continuity and disaster recovery (BCDR) exclusively for the channel. Of course, the relationship between MSPs and their providers doesn’t stop at the solution. Axcient aims to deliver a painless, profitable, and proven partner experience that MSPs can trust with reliable solutions and
Read on to see how Axcient partner support enhances MSP teams with fast, accessible, and knowledgeable guidance. These free services and resources are designed to add more value for MSPs in addition to robust data protection.
Table of Contents
Telephone Support
Axcient partners can call on Axcient support 24/7/365 for all critical issues. x360Recover partners, who manage comprehensive BCDR with the solution, can call 24/7/365 for critical and non-critical issues. Expanded access for x360Recover partners is necessary to prevent client downtime and ensure rapid recovery for the vital systems protected in the solution.
For U.S. and Canada phone support, call 800-352-0248.
For GMT phone support, call +44-161-504-8277.
- All critical issues are covered 24/7/365.
- x360Recover; Direct-to-Cloud (D2C)/Replibit: 24/7/365 Mon-Sun for all severities
- x360Recover; BRC/Fusion: 6 a.m. – 6 p.m. MT Mon-Fri
- x360Cloud: 4 a.m. – 5:30 p.m. MT Mon-Friday
- x360Sync: 6 a.m. – 6 p.m. MT Mon-Friday
- All other products: 6 a.m. – 5:30 p.m. MT Mon-Fri
Chat Support
Would you prefer to type rather than talk? We get it. Axcient support chat is here to help. 68% of our support chats are resolved in less than 20 minutes. x360Recover and x360Cloud partners can exchange responses with our support team by typing into an intuitive chat box. Once the issue is resolved, a complete chat transcript is available for MSPs to reference as necessary.
Chat with Axcient Support in your x360 Portal dashboard. Click the big orange X in the lower right corner and select “Support Chat” to start a conversation.
One-on-One Personalized Support
Axcient’s roadmap constantly hits new stops, improving and introducing features, enhancing usability, and expanding use case fulfillment. With one-on-one guidance, you can gain an extensive understanding of critical capabilities within your MSP’s unique environment. We’re here to walk you through each deployment milestone for maximum efficiency and security while strengthening long-term learning for MSPs and technicians.
Axcient partners can schedule 15, 30, or 60-minute training sessions with an experienced and knowledgeable team member to discuss the topics of your choice.
“We value our relationship with Axcient tremendously. Axcient values our relationship and takes the time to address our concerns. It’s definitely a team effort, and behind that team are just great people.”
– Robert Cioffi, COO and Co-Founder of Progressive Computing
>> Learn More: Progressive Computing Restores 100% of Data Following Kaseya Attack
Unlimited Product Training and Certification
Foster technician mastery across a standardized BCDR stack to speed recovery with confidence. Whether a new tech joins the team, wants or needs more training on anything, or requires certification, Axcient offers various options. Take advantage of live, on-demand, and 1:1 online and in-person training sessions to meet training preferences and foster retention and proficiency.
The Axcient certifications program contains free, self-paced, interactive training courses through the x360 Portal. Designed to help partners “jumpstart” their Axcient product environments, each course walks users from setting up and maintenance to confidently working with Axcient products.
Access training options and certification courses through “Training” in the x360 Portal.
Axcient MSPs will be taken to their Certifications home page, where users can sign up for courses, managers can assign classes, and everyone can take their courses and review course completion data.
Onboarding Support
The Axcient Onboarding Program takes MSPs from configuration and optimization to meeting dedicated support staff and accessing resources in the x360 Portal. After establishing the new product, Axcient completes a post-onboarding deployment review to ensure new partners are set up effectively and securely. MSPs can move forward confidently, monitoring and managing the BCDR solution while meeting client SLAs and delivering uninterrupted business continuity.
Utilize Axcient’s Onboarding Best Practices and solution-specific Onboarding Playbooks to streamline your support experience.
- x360Recover Onboarding Playbook
- x360Recover D2C Onboarding Playbook
- x360Cloud Onboarding Playbook
- x360Sync Onboarding Playbook
“I even missed my initial onboarding call and could still get my organization integrated with Axcient in under eight minutes. Seriously. …I cannot overstate just how straightforward this tool is. If I was able to get us up and running with no guidance – while my coffee cooled nonetheless – anyone can.”
– CJ Black, CEO at Oscillas
Marketing and Sales Support
The Axcient Marketing Portal, or “AMP,” provides unlimited sales and marketing resources to help MSPs drive growth. The collateral and campaigns are already done, designed for MSP end users, and available for white-labeling to maximize brand messaging. This done-for-you sales and marketing platform gives MSPs the tools to generate higher ROI with fewer resources and less investment.
- Customize assets like presentations, data sheets, one-pagers, and brochures, then download, copy, and share with your community via email, social media, events, and throughout the sales cycle.
- Configure and send email campaigns – including automated “drips” and lead generation – using prepared assets and personalization to target and speak directly to unique client types.
- Brand social media posts and campaigns to share on your MSP’s Facebook, X (formerly Twitter), and LinkedIn pages with just a few clicks.
- Leverage engagement reporting to understand how leads, prospects, and clients interact with the MSP. Then, optimize efforts based on insights from email opens, replies, click-through rates (CTRs), social media shares and likes, and asset downloads.
- Partner with Axcient for marketing development funds (MDF) to create joint marketing events – like webinars, in-person workshops, and sponsorship opportunities – with funding and influence from Axcient’s team.
Log in to the x360 Portal and select “Marketing Portal” to set up your account, upload logos, and integrate social media profiles and email services.
Axcient Status Page
You can see real-time and historical data on Axcient system performance, scheduled maintenance, and past incidents. Axcient partners are encouraged to subscribe to updates for scheduled maintenance and other notifications.
>> Learn More: Axcient Partner Support Guide
Recognized 5-Star Partner Program
As part of CRN’s yearly Partner Program Guide, some top vendor channel programs are designated “5-Star Partner Programs.” CRN states these are “programs that offer the most comprehensive lineups of incentives, training, services, and benefits.” Axcient is proud to be recognized as a 5-Star Partner Program because it symbolizes our dedication to our MSP partners.
Following an agile methodology, Axcient is continually measuring and adjusting partner services and resources according to MSP needs and feedback. That’s how we decided to expand telephone support hours, distribute MDFs, add new tools to the Amp, and create free resources for all MSPs – whether you’re a partner or not.
“I cannot commend Axcient support enough. We’d never spun anybody up in a cloud instance before, so it was trial by fire. They held our hands and walked us through the whole process. On top of that, they didn’t charge for extra time in the cloud for our clients who couldn’t physically access their offices. It was really appreciated and reassuring for our clients.”
– Roddy Bergeron, Chief Information Security Officer at Enterprise Data Concepts
>> Learn More: x360Recover Gets Clients Back Online After Hurricane Destruction
Axcient’s Core Values
Axcient’s mission is to cure data loss, providing MSPs with tailor-made BCDR solutions. Developed in the channel, for the channel, the Axcient x360 Platform is comprehensive, easy to use, cost-effective, and serves as the foundation for MSPs to build data protection businesses. Leading our mission is our five core values:
- Take It, Own It. We will take action and be accountable.
- Reject Mediocrity. We refuse to accept average results.
- Be Agile. We will smartly prioritize, execute, evaluate, and iterate.
- Do the Right Thing. We will act with integrity.
- Team to Win. The entire company has your back.
With each Axcient team member embracing these core values, Axcient can drive product development, usability, and continual optimization to best serve evolving MSP needs. Our support philosophy is centered around resolving MSP problems.
But hey, don’t just take our word for it…
Hear From Your MSP Peers
Read unbiased reviews from MSPs who have experienced the Axcient difference on the following sites:
How Can Axcient Support Your MSP?
If your BCDR vendor isn’t delivering 5-star service, see how the other side lives with a free 14-day Axcient trial – no obligation or credit required.
Do you have a stable and trustworthy relationship with a knowledgeable and accessible account manager? Has a recent merger or acquisition left you weary for the future? Does your vendor cater to non-channel audiences? Ensure your MSP gets the support you need to pay it forward to your clients. MSPs are only as good as their vendors, so why not see what makes Axcient the best!
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