Cloud service providers must fit around the channel to win business

Cloud backup and hosting company, Databarracks, believes cloud service providers should work harder in adapting to the channel's needs rather than dictating terms to resellers.

Databarracks is the UK's largest managed cloud backup provider to business and instead of offering an off the shelf reseller programme, the company's policy is to tailor its services to suit each reseller.

"We understand that each channel partner has different needs and in turn they might want to offer something different to each of their clients," says Phil Gunning, Channel Manager at Databarracks. "For example, some want to be the sole point of contact for their customers - others are keen to promote us as an extra line of support."

The relationship is best demonstrated with its channel partner, Central Networks and Technologies Ltd (CNT) - an integrated IT solutions provider based in Rochdale.

Databarracks provides secure cloud backup services to CNT which designs, implements and supports fully integrated ICT solutions for organisations in the public, private and third sector. In particular, they have a large number of clients in the social housing arena.

Julian Tunstall, Sales Director at CNT, believes it's increasingly important for the channel to offer cloud backup: "We supply hardware, control infrastructure and provide support, so it makes sense to offer a DR solution as well."

There are two key elements to a good relationship with a service provider, Tunstall believes: "The first is commercial. You have to feel an affiliation with the company and the people who work there. You want to know that they operate to your same high standards."

"The second is technical. You must have confidence in their expertise and be able to count on them in an emergency," he says.

CNT looked at several online backup solutions before starting a trial with Databarracks. The partnership developed after a period of successful testing.

Tunstall goes on to say: "The difference with Databarracks is in the Service Levels - some of the support offered by other  backup providers we looked at goes little further than 'here's a PDF - read the manual', whereas if we have a problem, Databarracks support engineers are able to perform remote diagnostics at any time of day or night."

CNT now has numerous social housing organisations, using Databarracks' cloud backup service. "Databarracks provides our customers with a secure and encrypted online backup whilst we then add our professional services to deliver a full DR solution for our customers," says Tunstall.

CNT is candid about sub-contracting services to another provider: "We make no secret of our partnership with Databarracks and we fully involve our clients in the relationship. In fact, I've taken a number of prospects (that are now customers) round The Bunker - which is a very impressive experience - a bit like being in a James Bond movie set," Tunstall reveals about Databarracks' Tier 4 data centre, a former nuclear bunker in Ash, Kent.

"Our customers are comforted to see their data being held in such a secure environment," he adds. "They also appreciate the simplicity of secure cloud backup to be able to do rapid individual file restores as well as the ability to properly manage their data with de-dupe and compression technology."

As customary, Databarracks monitors the backups of all CNT's clients, keeping an eye out for any glitches as well providing advice on good practice. While CNT has the expertise in-house to do restores, Databarracks is on hand to sort out more complicated issues. "We let customers know that if there's a problem, it will be someone from either CNT or Databarracks logging into their systems," Julian explains.

CNT conducts regular test restores and annual DR tests, which might involve CNT engineers collecting data from The Bunker in Kent to run a full restore back at the customer's premises. Databarracks assists with any issues as and when they come up.

"Teaming with Databarracks has enabled us to provide a better service to our clients," Tunstall states. "Databarracks is an excellent fit. Their team acts as an extension of our own service and shares our working ethos. What's more, we can count on them to provide solid effective support to our customers whenever they need it."

"CNT is one of our foremost reseller-partners. They are very proactive and have a highly competent team of engineers who thoroughly understand the Asigra product and backup implementation," says Gunning. "They have a willingness to learn about what we offer and take it upon themselves to go out and sell it, so they are an ideal channel partner."

"Our relationship with CNT is very open," adds Gunning, "They trust us and we trust them and we give them maximum encouragement and support."