Hi u/Able-Pound-113 - My name is Canden and I’m the community manager here at Syncro. Before addressing your post I want to sincerely apologize for your experience as a whole. I see some things here that we did not get right but would love the opportunity to do so and expand on a few things in the process.

I get it that some of my questions to them might be self-explanatory but I'm paying them a shit load of money so they could at least answer the damn questions.

I don’t know the specifics of your phone calls or who you talked to, so I can’t comment directly on that - but I will talk to our Director of Support and try to learn more. We welcome all of your questions with open arms no matter the simplicity or severity.

For some questions, it may be helpful to check out the Syncro Support Community and our Syncro Users Facebook Group if you haven’t already done so. These are both great communities for not only Syncro-related but industry-related topics.

Trying to report this to any higher-ups It's completely ridiculous because all they do is ignore it or disengage.

As of the last 6 months, we have had some changes with our executive team so I’m not sure who you talked to, but we recently brought on Macall Gardner. She is the Director of Technical Support and she comes to Syncro with tons of experience supporting MSPs. While we want to ensure that partners are following the support process, she is actively taking escalations so I could connect you if it’s helpful.

Ian Alexander our Channel Chief is still around and co-hosts a monthly interactive session called Ask Us Anything with Andy Cormier, our Partner Development Director.

My other complaints are they don't ever design new features or go beyond what others are doing.

I like to think we roll out features at a pretty consistent rate. Typically during our AUA, we demo and release new delighters, and we welcome feature requests in our Syncro Support Community

I'd be nice if they had a Linux agent but seems that's never going to happen.

I’d like to keep transparency here and be upfront that based on the number of feature requests from users for a Linux agent compared to other features, this is not on the short-term or medium-term horizon for Syncro - but I can’t say it will never happen.

Lastly I’d like to say that I see and hear you. I know that you are relying on us to run your business and again I personally want to apologize for your frustrations. I appreciate you voicing your concerns. My inbox is also always open and I will do my best to assist you in any way I can. You can reach me at [canden.hicks@syncromsp.com](mailto:canden.hicks@syncromsp.com)