Understanding the concerns of our customers is paramount to providing exceptional service. Recently, during the final stages of negotiations with a prospective client, they raised a valid concern that shed light on an issue we hadn’t previously considered.
“My biggest worry about going through companies like yours is that we’re getting blocked from working directly with the tool vendor because we do not have a direct relationship with them. It’s like trying to get a refund for a flight from the airline when you booked your trip through an aggregator. Good luck getting anywhere with the airline directly. Can you assure us that we will incur no hidden constraints by going through you?”_
This analogy resonates deeply. Many of us have experienced the frustration of purchasing through an aggregator only to face complications when seeking direct support from the vendor. However, the situation is different in the Atlassian ecosystem.
What is the role of an Atlassian Solution Partner?
The role of an Atlassian Solution Partner is designed to complement your relationship with Atlassian and enhance your overall experience. We’re not a reseller, we’re a vetted partner. We’re working closely with Atlassian on every single deal. You do not substitute the one with the other, but add an additional layer of support and contact to the equation.
First and foremost, regardless of whether you purchase through Seibert Solutions or directly with Atlassian, you will maintain a direct relationship with Atlassian and enter into the Atlassian Customer Agreement. The agreement outlines Atlassian’s obligations and responsibilities to provide support and advisory services, ensuring that you receive the necessary assistance and guidance for your Atlassian products directly from Atlassian.
What are the benefits of working with a Solution Partner?
In addition, partnering with Seibert Solutions gives you access to a dedicated contact on our end who understands your setup and is committed to addressing any challenges you encounter with your Atlassian products. You can reach your account manager by email and phone and they will check in regularly with you to make sure everything is going smoothly. And they can also loop in our team of certified Atlassian Experts to assist with technical queries and provide strategic guidance.
Furthermore, by working with Seibert Solutions, you gain access to our extensive network of direct contacts at Atlassian, enabling us to advocate on your behalf and ensure that your concerns are addressed promptly and effectively. We work closely with Atlassian’s support team, product specialists, and enterprise advocates on a daily basis and can make sure that your voice is heard.
In conclusion, working with an Atlassian Partner is not a constraint, but a strategic advantage. Partnering with Seibert Solutions adds another layer of value to your Atlassian experience. You retain all your rights and privileges as an Atlassian customer, while also benefiting from our expertise, resources, and advocacy efforts on your behalf.