Today, Mako Networks is known for exceptional 24/7 technical support and excellent customer service, but this reputation had to be earned. After Mako Networks did some organizational restructuring in 2015, the new and improved Mako support team took over support for thousands of customer sites with a focus on expanding service and support capabilities and delivering resolution for more than 80% of trouble tickets in a single call.

Word spread quickly about these service and support enhancements, and today loyal distributors continue to share their Mako support experiences at networking events like conferences and trade shows.

“On the support side, Mako Networks earns an A+,” says Karl Klingelsmith, VP/CAO at M. M. Fowler’s Family Fare Service Collaboration & Support Center. “I’m not familiar with many companies that offer excellent support with quick response times and a willingness to drop other things and be available.”

Great service is driven from the top. “For most end users, their only interactions with Mako personnel will be with the technical support team,” says Mako Networks President Simon Gamble. “Our mantra has always been to be responsive and do a fantastic job. As our resources have grown, so has our ability to deliver outstanding customer service.”

A One-Stop Shop for Technical Support

Because Mako Networks designs, deploys and maintains its own technology it has a unique advantage over other managed network service providers (MNSPs). Every Mako solution is a closed loop with managed network devices that are controlled exclusively by a cloud-based management application. All the necessary hardware and software is designed and developed in-house, and support staff are trained to troubleshoot every aspect of the system while adhering to stringent PCI DSS security restrictions.

“We own and manage the roadmap of the technology and we provide direct support, which gives us the opportunity to evolve both accordingly,” says Mako Networks CEO Jason Kubasak. “It’s a feedback loop where intimate understanding of the technology leads to better service and technical support data drives advancement of the technology.”

“Our support staff have direct access to our development and engineering teams and vice versa,” adds Mako Networks CTO Chris Massam. “Facilitating that communication has been vital to our success.”

“Not Our Problem” Is Not Allowed

The Mako support team does not operate like a typical vendor help desk. Mako customers know they can readily access a live person who will be capable and engaged. Mako support staff take ownership of every issue and never think of external issues as “not our problem.” Instead of simply passing the buck to another vendor, Mako Networks always focuses on contributing to