Customer CARE- Going the Extra Mile!

Canary Labs has been known for its notable customer care since the start-up of the company. Being a software developer, Canary Labs understands dealing with other software companies and what makes Customer Care exceptional. No one likes hearing the message that someone will get back to you sometime in the next 3 days, discreetly meaning that they may believe it's not their problem and it will resolve itself in the next 3 days. No one likes having someone from a different country take you through the basic steps of reinstalling your original software, maybe because the person behind the phone believes that will fix your problem or at least make you go away. No one likes having to jump through hoops; it's inconvenient to be transferred from one department to the next before finally talking to someone who can even comprehend what you are talking about.

There are many frustrations that we have all encountered when working with a customer support department. At Canary Labs, we strive to make your Customer Care experience different. When talking with Canary Labs Customer Care, you are talking with experienced people that can quickly solve your problem, sometimes within minutes. If the problem is intermittent or requires more investigation, our support people have direct access to our developers. Problems are typically solved on the spot or within hours, in worst case scenarios it may take a day or two. Our longest outstanding item over the last 30 years took 3 days to solve, it was a difficult intermittent problem that was found to be a problem within a Microsoft operating system module. Our support team has a CRM database to track past problems and help our support team learn from previous experiences. Many times users will call Canary Labs first even though it may be another software’s problem, maybe because the user knows Canary Labs will talk with them and help confirm the problem. We treat our customers the way we would like to be treated. Sometimes the problem is not our problem, but if it affects the operation of the Canary Software, our Customer Care team is diligent to check it out!

"Nobody raves about average." -Bill Quiseng

Canary Labs builds diagnostic tools into certain software modules and provides more tools for data management and analysis such as network communications and where your data is between Canary modules such as the sender and receiver module when connected to satellites or networks that are not consistently running. We know how valuable your historical data is, we want to provide reliable data and tools to notify users of what is happening within their system or if configuration changes are made unexpectedly.

Canary Labs is not out to gouge you on customer support costs. Our objective is to provide extreme value to our clients while exceeding their expectations. We have had customers report an excess of a 10-fold return on their Canary 20K investment within months. We do our best to live out the phrase, "Do unto others as you would want them to do unto you". At the end of the day, as a company, are we giving more than we take? Canary Labs Customer Care strives to be excellent in its services and do what is right!

Is Customer Support Really Necessary?

You may be thinking: Do I really need Customer Support? Or is this something I can skip to save money? You may believe it to be unnecessary, but in the long run, you are only hurting yourself and costing yourself more money. Protect your investment in our product by renewing your annual Canary Labs Customer Support subscription!

Let's say, for example, that our latest version of product was released and you saw a feature you wished to have, but your company is not under support. The only way to get that new version is to buy the product again. If you had been under support, you would have received the newest features at no additional cost. The cheapest way isn't always the best way, especially when your company is depending on the information provided by our products.

Like a life insurance policy, are you able to buy one after you are dead? Or a health insurance policy after you have become ill? Don't wait until it's too late to be covered by our Customer Support. Do you expect your outdated software to work when it was written years before the operating system was released?

The Canary Support team hard at work

Some customers only buy support from the companies they don’t fully trust or when they believe that their product won’t have a long-lasting life. They feel since Canary Labs is very reliable, they don’t want to waste money on product support for a product that will never need supported. This is the wrong way to look at our customer support, it is more than just product support, it is more like “upgrade insurance”. Without an active Customer Support subscription any help needed will be routed to your account manager rather than our professionals.

There are many benefits to keeping up to date on your support. Outdated software means trouble. With support, you receive all the new version releases, minor updates, fixes and enhancements. Need immediate help? You have access to technical email or live help desk support from our team of highly experienced support professionals.When a problem is too difficult to describe or has not been reproduced, we even use a remote web screen sharing session so that we can solve the issue with you directly on your computer.

If you are NOT a member of our Customer Support program, you will no longer receive updates, upgrades, or technical support. If and when you find that you need these essentials, you will regret not having kept your subscription up to date.

Here's the gamble: not renewing your Customer Support. You would have to hope that our software would last 7 years without needing any support or having become outdated to stretch your money to the furthest point. But in this day and age, technology is moving quickly. Imagine something technological created 7 years ago, it may work, but is it working as well as the things created just within the last year or two. You could make it work, but how efficient is it? 

Here is the real question: Can you risk NOT collecting data?

The Canary Labs Commitment

At Canary Labs, we value our customers and want them to be the best in their respective industries. What does this mean? This means that we feel the need to create a program that that allows us to totally focus on our customers’ needs and give them the highest level of support and commitment that they deserve. This dedication towards our customers is why we created the CustomerCare program. 

Caring For Our Customer's Needs

When you subscribe to the CustomerCare program, you are protecting your investment. Often companies have to invest a good bit of money into data software to get the results and quality that they want and need. This investment needs protecting. Your CustomerCare package does exactly this. Also, you can choose the package that best fits your needs as a company which saves you money and gets you the most value out of your software purchase. You took a lot of care in making sure the software you chose was the best for your company's needs; in turn we want to live up to that expectation and provide you with the care that you deserve. 

This means that:

•  You Will ALWAYS Get the Latest Product Updates, Upgrades And Service Packs – It ensures that you will always get the latest version of your software product without any additional cost; every new release, version, feature, enhancement, and improvement which means you will always have the most current technology at your fingertips.

• You Receive On-Demand Updates – No more waiting for a CD in the mail. You can download the latest updates instantly. These updates are released regularly and when the need arises.

• Live Help Desk Personnel – Access to technical email or live help desk support from our team of highly experienced support professionals. This means avoiding that annoying automated voice that goes through eight different steps before finally getting a hold of the person you need to talk to. Being able to talk to a live person means that you can get the help you need faster. 

•  Remote Desktop Sharing – Ever had trouble explaining an issue and putting it into words? This is where our remote desktop sharing feature is very valuable. When a problem is too difficult to describe or has not been reproduced, we use this method to better understand the issue and the steps that are need to correct the situation.
  
  
• Product News Delivered Right To Your Desktop – Regularly receive product news and information about your solution directly from Canary Labs.

We want you to succeed at what you do. This is why we want to give you the best product and best service available to fulfill your needs and make your company more profitable. The whole point of our CustomerCare program is to support your daily work flow and decrease the amount of interruptions that occur. When you subscribe to it, you are not only protecting your investment, you are securing your future.

How Canary Flies

In 1985, Gary and Ed Stern sought to create a product; software that would provide for the needs of a variety of different companies. In the beginning there was not a clear idea of what this software would be or look like. At the prompting of Canary’s first clients, we were lead down the path of historian and trending applications. This was the start of Canary Labs. Founded near the suburbs of Philadelphia, the vision of the company eventually grew as did the company itself. In 1991, Canary Labs moved its headquarters to its current location in Martinsburg, Pennsylvania. The foundation of this company was built on looking for the customer’s need and then fulfilling that need. This has led us to where Canary Labs stands today and has helped to create our philosophy. We are dedicated to providing for the customer’s needs, creating a superior product, and exceeding expectations in the world of business.

Canary Labs focuses on developing solutions

Over the last 29 years Canary Labs has worked to perfect our software to make it more user friendly to the customer. Companies were questioned, analyzed, and watched so that we could better get into the mind of the people using our Historian and Trending products. There were many instances where the software was redesigned to make it more usable and functional for the customer. Many companies have saved millions of dollars, all because Canary Labs made it a point to listen and meet the needs of the customer. One customer said, “I was really impressed with the ease of use and easy setup procedures. The performance and file management of the Canary Enterprise Historian helped us keep hardware costs down. The Canary Labs technical support team also provided first class service and help when needed." Canary Labs is not your average company. We are dedicated to satisfying the customer. If the customer has an issue or needs help in anyway, our team of experts will take them step by step through the issue until the customer is content with the outcome. 

Everyone has high expectations when you are looking to buy a product. There is often a major letdown when the product does not achieve these expectations. This is not the feeling that Canary wants their customers to have after they buy our software; which is why we look to accomplish more than the customer expects. Since our singular focus has always been to log and read data, it has given us the opportunity to become very knowledgeable in this area giving the customer a chance to take advantage of our excellent customer support. We seek to give you the most current and advanced software we can give you, at the best price. This is yet another reason customers can trust Canary Labs. 

So what is the Canary Philosophy? It is to create quality products for the needs of the customer in a way that makes sense and is simple to use. If the software is too complicated for the user, there is not as much that can be accomplished from it. Our experience gives us an advantage and allows companies to benefit from our Historian and Trending software’s capabilities; such as speed and an abundance of useful data. We do not want a customer to feel regret when they walk away with our product, this is why we have put so much effort into creating the best software we can and not taking the shortcuts that other companies might take when writing software. Making the customer a priority is what this company is all about. This is the way that this Canary flies.