Water on Mars but is there support in the Cloud?

So you have actually done it; boldly going where your predecessors dared not. Weeks, months, probably years of planning, researching, testing and deliberating. Everything is in place. The technology is working. All of the crucial arithmetic adds up. Employees are comfortable. Senior management and the Board have endorsed the roadmap.


You have taken your organisation out of the picket-fenced past and into what promises to be a boundless, limitless future.


Welcome to planet cloud.


Only problem, of course, is that once you and the team have landed there, the very thing that determines your long-term survival is – at best – in short and shoddy supply. You see, just like water sustains life here on Earth (and Mars and everywhere else), it is your day-to-day source of easily accessible, fit-for-purpose IT support that really determines whether your cloud strategy lives or dies.


We all accept that the world is full of great and innovative technologies. It is also full of fantastic engineers, world-class companies and the majestic products and services born from their brilliance. However, this all stacks up to a tin of beans when an IT manager wakes up at 4am to discover that the business is unable to access critical data or he/she is in the middle of countering a cyberattack. It is at this precise moment where elaborate solutions cease to matter and basic support becomes paramount.


The fact is that 75% of UK CIOs feel that life in the cloud is synonymous with severe drops in service and support. Slow response times, poor technical knowledge, lack of 24 hour provision and a frustration with automated telephone systems have led to significant dissatisfaction with cloud’s big players[1]. 80% of CIOs have also blasted these vendors for their “advanced support” options with numerous feeling “ripped off” by the mere notion of it[2].


Lost in the self-contained cosmos of their own hysteria and hyperbole, cloud vendors seem to have forgotten that IT support for consumers used to be akin to water in the civilised world: a basic right, vital for continued existence. Sadly, even those cloud giants who have been stung in the recent past for their inadequate support still do not appear to have learnt from their mistakes[3].


Perhaps the biggest losers in all of this are the managed service providers (MSPs) who are chomping at the bit to bring quality, value-added cloud-based offerings to market. Like end-users, there are scores of MSPs here in the UK who are investing huge resources into remodelling their operations to take advantage of the cloud opportunity. Yet, while many can grasp the idea of their clients’ key data living off-premise, they simply cannot trust the ability of a hosting partner when it comes to resolving complex issues that threaten their customers’ mission-critical systems[4].


It now looks quite certain that man will someday soon walk on Mars. The technology, logistics and expertise involved in getting us there may be extremely complicated but once there, human survival seems likely and confidence in this is now justified (ugh, the water thing). If only firms and MSPs considering the leap to cloud could say the same thing of their businesses.




So can the cloud support daily business life? Click here to understand how IIJ Europe is making this possible for MSPs and their customers.

[1] http://www.computerweekly.com/news/4500253235/UK-CIOs-lament-lack-of-IT-support-for-cloud-services

[2] http://business-reporter.co.uk/2015/09/10/80-per-cent-of-cios-feel-ripped-off-by-cloud-service-providers/

[3] http://www.computerweekly.com/news/2240186348/Tech-firm-ditches-Rackspace-hosting-service-for-lack-of-support

[4] http://www.businessnewsdaily.com/5215-dangers-cloud-computing.html


About Colin J. O'Sullivan

Colin O’Sullivan is a senior business and partner development manager who has recently relocated to Dublin following 7 years working abroad. Colin has spent over a decade in the technology industry, helping customers across the globe to drive organisational improvement through the adoption of world class products and services.

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