Customer Support Overview
ExaGrid takes pride in its world-class in-house Customer Support
ExaGrid believes in offering customer support that is knowledgeable, courteous and proactive. All ExaGrid support staff are in-house ExaGrid employees. The ExaGrid Disk-based Backup system is a turnkey solution with all components being supported by ExaGrid. As such, you only deal with one vendor – ExaGrid. The ExaGrid system is designed and manufactured for maximum uptime with redundant, hot-swappable components.
ExaGrid offers the following as a part of its standard maintenance and support:
- Both phone and email support
- All point and full version software releases
- ExaGrid review of alert emails so that ExaGrid can proactively analyze alerts before a support call -- 90% of customers include ExaGrid on email alerts
- Remote configuration -- the ExaGrid system can be remotely configured by support staff via a web-based session, if desired
- Remote monitoring and reconciliation where ExaGrid monitors and proactively intervenes
- Hardware is redundant, hot swappable and field replace-able with next business day air shipment of all replacements components
For an overview of ExaGrid's Support Program, download the Support and Maintenance data sheet below.
Customer Support and Maintenance Data Sheet
Customer Praise for the ExaGrid Support Team
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A 7-step guide for making the move from tape to disk backup with deduplication
