Intronis has a good product, as long as you don't mind micro-managing your backups. Deployment is an absolute headache and is (in my opinion) not MSP friendly. They will provide you with variables to use in your RMM tool for deployment, however the machines still have to be manually configured in the portal, which totally negates any automation.
Their product is geared toward the resale of online backup.
-Having to set pricing schedules for each client.
-Having to set usernames and passwords on each machine's backup
-Having to manually add each machine
-Having to manually configure each machine's backup set
The above may be O.K. if you are in the business of reselling online backup. But if you are wanting to use it as your off-site solution as part of your Managed Services package, I would look elsewhere.
In addition, when I signed up, I was assigned an account manager who was on vacation. So I sat around for a week, waiting for her to return. I received snide remarks from her when I pressed for communication via email. When I expressed my concern with the method of deployment I was met with "I respectfully disagree".
Anyway, that is my two cents about Intronis.
Sorry to hear your experience with Intronis was bad. I have found their support to be excellent, and almost always get them on the phone. I also like that I can install their agent or remove it at any time withoout having to reboot the server in question. Their product is application aware, and does what its supposed to.