A VAR Reduces Its Support Costs With A New BDR

Polar Systems, Inc. has one of the largest installed bases of local area networks in Oregon and Southern Washington and is included on the prestigious MSPmentor 100 list, which recognizes the industry's most progressive managed service providers. Polar Systems builds stable, secure, flexible, and high-performing networks and data protection systems, which allows their more than 45 managed service clients to "stay calm and collected."

To live up to their reputation, Polar Systems continually evaluates their systems and remains current with the latest technologies. When they realized that the BDR systems they used were no longer serving their clients' needs or allowing them to sustain profit margins, they began testing other backup, business continuity, and disaster recovery solutions.

"Our staff was spending a tremendous amount of support time with our former vendor," said Tim Tragesser, vice president of Polar Systems. "Beyond basic, common issues, their support was not able to diagnose a problem or get to the right path of resolution. They'd tell us what to do and it would turn out to be the wrong step. When more complex issues inevitably arose, the answer we'd get from them was to replace the unit. But each time we had to do an RMA or reprovisioning, it would take multiple days of one of our engineer's time. And those days really started eating into our profit."