XSI: Intel needs to lift support needs to lift game

XSI: Intel needs to lift support needs to lift game

A storage integration player has questioned Intel's ability to provide adequate training and support to its channel following the release of the vendor's new standardised storage server platform.

According to Intel, SSR212CC allows integrators and resellers to customise storage solutions for SMBs. It is based on hardware standards and can be used to build specific software solutions for network attached storage (NAS) or storage area network (SAN) appliances.

While supportive of Intel's core products, XSI CEO, Max Goldsmith, said the company was spreading itself thin in terms of support. Intel's diversification into the storage industry was part of the problem.

"Intel is not a proven storage supplier. It is a good name but everyone is trying to package storage solutions so they can show year-on-year growth," he said. "Companies are blurring the boundaries and are getting into trouble as they loose focus on what they do best."

Goldsmith said the issue was endemic across the entire storage industry.

According to Intel storage group marketing general manager, Mike Wall, the new system would allow channel partners to better meet specific demands in regards to data availability and protection. The standards-based approach Intel was taking would also make high quality, customised solutions affordable for SMBs.

Yet Goldsmith claimed Intel was not offering channel partners appropriate levels of training to be able to service customers past the integration stage. He said it was not set up to offer assistance when integrators needed complex consultations.

"Everybody is trying to package storage solutions so the cost is coming down. But when cheap systems are down, customers don't have access to the data and resellers are not trained properly or backed by the manufacturer to fix it. It is a very risky business that happens way too often," he said.

Goldsmith said XSI had continually experienced ongoing support problems with Intel. The integrator had no plans to sell the new storage system.

"You call up and get a case number and it is taking weeks. For data, that is not acceptable," he said.

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