2022 SC Awards Finalists: Best Customer Service

Cequence provides all of the documentation listed to our new and current customers via an online portal. The documentation is complemented by end-to-end customer engagement that begins during the proof of concept phase with an architecture, sizing and design session led by Customer Success to accelerate time-to-value. The Customer Success Team fine-tunes the configuration, monitors threats and customizes policy responses as needed.

Panorays has an online Help Center, publicly available for vendors (non-paying users), as well as a more comprehensive section for paying customers. The purpose of the Help Center is to provide complete information needed to set up a third-party security program on Panorays. It includes articles that cover various useful topics, as well as user manuals and supplemental documentation.

Proofpoint offers its customers dedicated 24x7x365 global support online and from multiple global support centers. The company’s Customer Support Center provides complimentary access to a comprehensive set of online services, including installation documentation, downloadable manuals, user-oriented manuals, solution-specific training videos, learning modules, time-tested best practices, and a robust knowledge base informed by Proofpoint’s community of users and support team featuring thousands of searchable articles and discussion boards.

Perimeter 81 offers a dedicated online database with simple ‘How To’ guides and tutorials for various features, tools, and more. The documentation is divided into easy-to-navigate sections: Support Center, Feature Overviews, How-To Videos, Product Walkthrough, Webinars, and a comprehensive Glossary. The goal is to deliver high-quality information that guides the user while teaching them about the technologies, trends, and services along the way.

Barracuda Campus provides customers with free in-depth installation and management documentation to help them get started successfully with each solution. Step-by-step videos walk customers through specific functionality for a closer look at best practices and troubleshooting. Self-paced on-demand training and certification courses are also available on Barracuda Campus at no additional charge, and the Barracuda support team provides a detailed knowledge base that addresses frequently asked questions and is easily searchable.