See how AppNeta's approach is different
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Meet the Customer Support Team
Get to know the people behind our product
Stan Aksentsev
Learn about Stan
Sean Hall
Learn about Sean
Cezary Kowalik
Learn about Cezary
Josh Henry
Learn about Josh
Stephen Srey
Learn about Stephen
Geoff Melange
Learn about Geoff
Mohammadashraf Ghoniyawala (Ashraf)
Learn about Ashraf
Laura Mortimer
Learn about Laura
Erico Barcelos
Learn about Erico
Mike Marzec
Learn about Mike
Why Our Customer Support Stands Out
Onboarding and documentation
We'll work with you to establish goals, metrics and, most importantly, a timeline for how you roll out your AppNeta installation. Our onboarding plans include new employees who join your company over time. If you hire new staff, you don't need to worry about additional training costs. Every new AppNeta customer goes through a comprehensive onboarding process to make sure they are set up for success. We also provide extensive online documentation for all products.
Devoted, complete coverage support for $0
Support is fundamental to the purchase and use of any product. We include it, at no additional cost, for every customer. We make sure that every AppNeta customer gets the full value of their purchase and has a delightful experience while they are using our products and interacting with our team.
Super responsive support
AppNeta customers routinely talk about how our support is the best they have ever experienced. And while other vendors charge you extra for support, AppNeta includes it with every account. With a well-defined SLA, AppNeta will make sure you get the support you need in the timeframe that you require. Support is available from 9am to 9pm EDT, and emergency support is available 24-7.
Dedicated customer success manager
You're not a faceless customer at AppNeta. When you're an AppNeta customer, you have a single point of contact to help manage your AppNeta experience. Your Customer Success Manager helps you get the most of your AppNeta subscription, including quarterly business reviews to make sure your goals and objectives are being met.
Experienced and technical staff
AppNeta technical staff have experience across a wide range of technologies and situations, and help customers quickly isolate and solve issues. We go beyond answering basic technical questions and will provide suggestions for improving product setup and utilization outside of the scope of a ticket. The bottom line is that AppNeta takes ownership of your issue until it is resolved.
Depend on Monitoring Point/Appliance Support
All AppNeta Monitoring Points (physical appliances and virtual installs) are updated automatically for no additional charge. Once your AppNeta Monitoring Point is installed, your staff won't have to provide additional support. Note: for private cloud deployments, a customer-initiated maintenance tunnel can be opened temporarily.
Troubleshooting
AppNeta support can troubleshoot your Monitoring Point remotely, so we can partner with you to find and resolve issues quickly.
Replacement
If an Monitoring Point has issues that cannot be resolved by remote troubleshooting, AppNeta will provide a replacement appliance for free within 24 hours.
We are excited to partner with you for your success.
AppNeta is a pioneer in delivering application and network performance monitoring for the cloud and delivering it in a SaaS model. We are also a leader in our approach to support. We know it's key to our and our customers' success.
Stan Aksentsev
What do you like about working at AppNeta?
I like the passion of the people who work here. My coworkers match or exceed my own enthusiasm. I like our informal culture—people hang out after work and go hiking on the weekends.
What do you like about our customers?
I appreciate their know-how. I’m always learning something new about networking from them, even when I’m helping them with a problem.
What’s your special skill at AppNeta?
Probably patience. I’m persistent with issues, and I don’t let things go. If I haven’t figured something out or fixed it, it bugs me till I’m done. For example, when we released v35 appliances for KVM, I learned a ton about networking for KVM and the potential issues we might run into. The end result is satisfying.
Do you have a favorite customer support story?
I helped a customer who wasn’t that familiar with the product, and who was tasked with spinning up paths to run a voice test and then analyze the results. He ended up super happy. We try to make it effortless for our customers, and help them be the experts at their company.
What was your favorite food when you were a kid?
I was crazy about popcorn. I savored the popcorn. Nowadays you stuff your face with popcorn, but it was like a delicacy then.
If you could have a superpower, what would it be?
Flying. It’s the ultimate form of freedom.
What’s your favorite TV show?
Trailer Park Boys. It’s very, very Canadian. It’s about Canadian trailer park life, and it’s on Netflix [in the U.S. and Canada]. It’s a cultural cornerstone.
What’s your favorite gadget?
The HTC Vive—it’s a virtual reality headset. People argued about whether it was possible, and now we have it. It’s still fairly simple, but there’s so much potential with VR. You can use it for games, videos, interactive experiences like scuba diving and other experiential things.
Sean Hall
What do you like about working at AppNeta?
Our mantra is “Let’s be awesome.” We focus on fun so we can bring that enthusiasm to our customers. I’ve learned a lot and expanded my responsibilities in seven years here. I’ve also picked up a lot of details, so people come to me for institutional knowledge.
What do you like about our customers?
I’m providing the support, but the network professionals I work with teach me a lot. I’m the AppNeta expert, but I learn something about new techniques and advanced network setup from users. It’s a two-way street.
Do you have a favorite customer support story?
I’ve helped people use our API in different ways to figure out how they can make it work for them.
What’s your favorite place to go on vacation?
My favorite place is somewhere new to explore. A nice beach with an ice-cold beer is also great.
If you could have a superpower, what would it be?
Telekinesis. I’d study as a monk and become so good I could manipulate atoms.
What’s your favorite gadget?
My current favorite is my Canon DSL4 camera. I never had a great camera before. Photos.google.com is also very useful—it has artificial intelligence capabilities and does cool things.
Cezary Kowalik
What do you like about working at AppNeta?
I can’t imagine anyone not liking working here. Work takes up one-third to one-half of your life, so you should be learning new things and be advancing and growing at work. AppNeta is fantastic for growth.
What do you like about our customers?
The technology we build and the networks we help monitor are some of the most advanced and interesting in the world. I get to hear about 20+ network infrastructures a day. It’s like getting to fly in different private jets all day, every day. The technology our customers use is highly advanced.
What’s your special skill?
I’m the guy for single sign-on. I’ve seen the worst cases, so I am commonly approached about those things. It’s just one small part of the technology, though, and I’m always learning something new to become an expert on.
What are you known for around the office?
I’m the guy who really likes sandwiches. It’s an unhealthy obsession. I keep a bunch of ingredients in the office fridge, so I can throw together different combinations in a few minutes.
What’s your favorite gadget?
It’s probably my solar panel and 16,000 mAh external battery combination that keeps my tech gadgets alive while I’m hiking or camping. I don’t do things halfway. It’s super handy in the airport too. It makes me popular in the terminal.
Josh Henry
What do you like about working at AppNeta?
The culture is really good, and the people here are genuinely interested in technology and what they’re doing. Everyone feels like they’re part of a team, and can make their voice heard.
What do you like about our customers?
That they are so varied. You can talk to people trying to achieve similar things in vastly different industries each day.
What’s your special skill?
I have a good ability to talk to customers and understand what their real use case is to help them get there. What they’re really trying to achieve might be different than what they thought they needed.
Do you have a favorite customer support story?
I helped a global customer understand that some of their locations were underperforming—they had WAN performance problems. We found an actual switch problem that otherwise would not have been found without monitoring. The real win was that it altered their plan to solve the problem. They were thinking about buying more bandwidth, but all they had to do was make a configuration change.
If you could have a superpower, what would it be?
Time travel. Then you can do all the fun things more times.
If you were an animal, what would you be?
I’d be a dog, because they are the friendliest, most loyal animals and everyone likes them.
What’s your favorite gadget?
The Skil Saw HD77. It’s a construction saw, and I use it all the time because I’m renovating a house. I bought it used, and it’s an old-school, made in USA, all-steel one.
Stephen Srey
What do you like about working at AppNeta?
The work culture and colleagues are the coolest thing about AppNeta. I like the fun activities we do—foosball, Friday beer, things like that. We work with some really cool companies too.
What’s your special skill in your job here?
Being able to multitask many different things. I’m the provisioning person here, so I’m asked for help from many different people all at once.
Do you have a favorite customer support story?
One customer needed 100 devices shipped in a day—that’s a lot for us. I’m not even sure if I could replicate it, but I got 100 devices shipped to a customer in one day, out of the blue.
If you could have a superpower, what would it be?
It would be a specific kind of time travel, back to those moments when you could have made a funny joke, but you didn’t. I would go back to those moments and make the funny joke—and nothing else changes.
What’s your favorite movie?
It’s The Fast and Furious 3: Tokyo Drift. It’s not a good movie but I watched it a lot when I was younger, so it’s nostalgic. And the drift racing is cool.
What’s your favorite video game?
Super Smash Bros. It’s a arena combat game with Nintendo characters, like Donkey Kong and Mario.
Geoff Melange
What do you like about working at AppNeta?
I enjoy the technology, but the best part about AppNeta is the people. It’s a great team.
What’s your favorite customer support story?
I love hearing how customers have reported taking a few minutes to troubleshoot an issue using AppNeta Performance Manager that would have taken days to resolve (if at all) without it.
If you could have a superpower, what would it be?
I'm not sure if it’s considered a superpower, but time travel would be very cool.
Do you have any hidden talents?
Woodworking
What toppings do you get on your pizza?
Pesto, shrimp, artichoke, sun-dried tomatoes, asiago cheese
Mohammadashraf Ghoniyawala (Ashraf)
What do you like about working at AppNeta?
The team we have here is super awesome. Everybody here brings a different type of culture and diversity. We learn a lot from each other. We play foosball and Super Smash Bros. I feel lucky to share the room with all these experienced people. It’s all fun.
What do you like about our customers?
We have a good bond with our customers. They come to us with their network-related issues, and in the end we all learn from each other. It’s like sharing a knowledge portal.
What’s your special skill at AppNeta?
My special skill is learning. I always learn from my team and from customers.
Do you have a favorite customer support story?
I helped one customer with the DNS setting using the AppNeta API. It was a first for me too. At the end it was a win-win situation for both of us.
What was your favorite food when you were a kid?
Anything spicy, tasty and homemade.
If you could have a superpower, what would it be?
I would become a main character in all the open-world games. And I would love to have the powers of Wolverine.
What’s your favorite TV show?
Friends and HumSafar.
Laura Mortimer
What do you like about working at AppNeta?
The work here is really interesting; our customers are great and things are always moving really fast. We have a really solid team that is super dedicated and we have a lot of fun together.
What do you like about our customers?
Our customers come from all types of business and use cases, so hearing about how AppNeta can make their lives easier is always interesting. I work in logistics and customer onboarding, and working with customers to plan very large-scale deployments is really interesting and challenging work.
What’s your favorite place to go on vacation?
Bonaire. It’s a tiny Caribbean island belonging to The Netherlands known for its diving. You can get three dives in before noon and be sitting down with an icy Amstel and bowl of goat stew before you know it.
Have you ever had a celebrity encounter?
I flew to NYC with my dad when I was 19 to see The Pogues; they cancelled the show as we waited in line to get in. A few years later we got tickets to a San Fran show and ended up meeting Shane MacGowan and Spider Stacey after the concert.
Erico Barcelos
What do you like about working at AppNeta?
First, the friendly workplace environment, where everyone is willing to help each other. Second, the cutting-edge technology that constantly challenges us and lets us be in learning mode all the time.
What do you like about our customers?
The very fact that they are our customers shows that they understand the value of performance monitoring, and they take it seriously. If a company is concerned about providing the best service to their internal and external users, it tells a lot about the company. This is something that I really do appreciate.
What’s your special skill at AppNeta?
IPv6 networks.
What’s your favorite place to go on vacation?
Brazil with my family.
If you could have a superpower, what would it be?
The ability to time travel without the side effect of creating paradoxes.
What’s your favorite TV show?
Game of Thrones and Twilight Zone.
Mike Marzec
What do you like about working at AppNeta?
Working with the AppNeta team is great. I get to engage in the engineering, technical, development, sales and client service aspects of the business. Every day is full of technical discussion and intense foosball games. I'm getting better, but still thrashed by the veteran players!
What do you like about our customers?
The AppNeta customers really get a lot out of AppNeta Performance Manager. It's great to see the extent, scale and depth of product use by so many clients. Helping customers get value from our product is my primary goal.
What’s your special skill at AppNeta?
I take pleasure in ninja-coding Python scripts that leverage our AppNeta API to help clients automate monitoring or reports. It's satisfying to help clients solve a tedious or massive task with automation and it's fun, too!