HyperCloud Customer Service and Technical Support

Michael Wright
Infrastructure Technologist at a tech consulting company with 1-10 employees
Their customer support leaves a lot to be desired. The standards are not that great. A good example is that Apple has its own proprietary operating system, even though the phone may be Android-based, but the iOS that runs on the operating system that runs on Apple is proprietary. At the end of the day, it comes down to testing. Back in the '90s, there was the thing called straight-line testing and what it essentially would be is that a software developer would create an app pursuant to a set of specifications. There'd be manufacturer specifications and then the engineering spec. Then with that, you would create the application. It would be given to testers to test and see if it worked as described in the specification and then there would be integration testing or compatibility testing done with that application for any type of conflicts and to see if it breaks anything else that it would be installed against. My point is that all of the apps that people have on their cell phones have all been designed at minimum to a common standard according to what Apple published. The problem is that a small software company can sit back and write an application at their desktop remotely and sitting in their house and an up and coming software developer doesn't have the deep pockets or the expertise to do quality testing against any of the applications that are going to be installed on the phone. He has no idea what you're going to put on the phone. Therefore any app you put on the phone has the potential of being affected by any apps that are installed on the phone. Or any app you put on the phone has the potential of affecting all of the apps once it's installed on the phone. This is the reason why phones have the problems they do. It's a computer, but you have to have a common ground for it to be able to inter-operate in the presence of all the other applications that are there. This is where the hybrid cloud and knowing about how all the different operating systems function out of the box is important. That's the only reference you have because that's the only consistency when you go into an environment that you didn't install yourself. That's what's missing as far as the support is concerned. Agile software testing happens to all applications and they throw it over the wall before it's mature. They throw it over the wall, then there's a series of updates to come after that. It's not fully baked before they put it out to the public. Whatever the problems are, they know that they are trying to fix it in the next release, but they're not doing any regression testing against the product. It took longer to go to market doing waterfall because it was a thorough testing path. Because everybody's rushing to market to try and get their app out and make their money and stuff like this. Anybody can create anything, throw it out there, and say it's something and because it hasn't been thoroughly tested, you have no idea until you put it on the phone whether it's going to break it or not. That's the problem with hybrid and providing technical support for hybrid environments is that there's no watermark established for how the product was six months. The problem is that everybody is throwing it over the wall and they're letting the customer field test the product. View full review »
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