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Meet the Customer Support Team
Get to know the people behind our product

Stan Aksentsev

Guru of Persistence
Read more about 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

The API Expert
Read more about 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

Sandwich Aficionado
Read more about 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.

Mike Morgan

Pizza Experimenter
Read more about Mike Morgan
What do you like about working at AppNeta?

I work with super smart people, and we’re all pulling in the same direction, which is great. Everyone knows what they’re talking about, and everyone is approachable. That’s very refreshing. And the technology is the key thing here. We’re doing something no one else is doing in the industry, and it’s always evolving. There are high- and low-level improvements, so it keeps things fresh.

What do you like about our customers?

They love our stuff, which is rewarding. They think about how best to use our toolset to achieve their goals and come up with unique approaches. It’s not only that it’s the scale of the business, but it’s the types of industries. No two customers are the same.

I helped one customer write an automation library so they can simplify the rollout process for network monitoring and continuous management.

What’s your favorite vacation spot?

It used to be Vancouver, when I lived in London. Now that I live in Vancouver, it doesn’t count as vacation. So it’s probably Mexico.

What’s your favorite pizza topping?

Pineapple, anchovies, mushrooms. I like to mix it up. They’re a bit controversial.

What’s your favorite gadget?

I tend to collect gadgets that mostly get used once or twice and then get stuffed into cupboards. Virtual reality is the latest significant thing. We got into a bit of a thing on the fifth floor here. Me and three other guys all bought the Vive to try it out.

Josh Henry

Power (Tool) User
Read more about 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

Speed Shipper
Read more about 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.

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.

appneta customer support