Frog Support vs Firefly Support

[Sagetbh]

Hey everyone,

I am writing as a frustrated customer of Frog who has been at the end of their support for the past 3 years.

Throughout our time with Frog we have had very lacklustre support, the majority of responses are not suitable for a school environment and more or less leave us high and dry, throwing the ball back into our court, I.e. asking us to rebuild our GPO structure from scratch!

 

My question is, does anyone have experience of Firefly support? What are they like? Did you have a good experience?

Anyone that has experienced both would be a godsend.

 

Thanks

[dhicks]

My question is, does anyone have experience of Firefly support? What are they like? Did you have a good experience?

 

My experience of Firefly support has been good so far - as a company they seem to have a pretty good idea of how schools operate, and I generally get coherant answers back to my questions.

[Bigbird7]

No experience of Firefly I'm afraid. Similarly frustrated with Frog and their support - unless you know who you are speaking to you get absolutely nowhere. I tend to log most things by email with them so that I have a proper record but they don't seem to prioritise things appropriately.

Interested in what people have to say as I think the time may be coming to convince my school to make a move

[LukeC]

Firefly support is very good and prompt not had many issues though been running it 18months

[ass17]

Firefly support has been first class for us, every time we email them we get an answer within 10mins, phone then and its answered straight away.

 

They key to any good support is how well they know their products, inside and out, which firefly tech support do.

 

The company has grown massively in the last year, and they still provide first class service. Some companies they offer you the earth, lock you in to a contract, then throw you out to the Sharks, Firefly are exemplary from pre sales to post sales. Well done firefly [emoji106]🏻[emoji106]🏻[emoji108]🏻[emoji108]🏻

[Marshall_IT]

Just to echo the above about firefly. We've been using it just over a year, had a few hiccups but support had always been great. The Hosted service has been fantastic too.

[geekgirl]

Really great support. We moved over from It's Learning to Firefly Cloud Version recently. I'm the admin here on site, I've noticed they are a really professional company and get back to me quite quickly about queries.

[thimon]

Just wanted to be the only one so far to say that support from Frog on the whole has been great. I use https://servicedesk.frogeducation.com/ to create tickets and use online chat which most of the time resolves any issues. Some of the big bugs you have to wait until the next release of Frog to be fixed but I'm okay with that.

[thimon]

Just wanted to add that Frog's community site Forums - Frog Community is very active, and like EduGeek there's lots of highly skilled members that are happy to help with any problem you have. When Frog support has sometimes failed me the Frog community has come up with brilliant suggestions and workarounds.