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World-Class Customer Support

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 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 replaceable 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 SheetCustomer Support and Maintenance Data Sheet - Americas

Customer Support and Maintenance Data SheetCustomer Support and Maintenance Data Sheet - International

Read below to see what customers are saying about ExaGrid's best-in-class customer support.

Customer Praise for the ExaGrid Support Team

 

Resources

White Paper

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Eight Considerations for Evaluating Disk-Based Backup Solutions

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Customer Stories

Licking Memorial

The ExaGrid system is extremely flexible.  We can easily scale it up to increase capacity and performance.  It’s a perfect fit for our environment, and its scalability means that it will be able to serve us well for the long run.

John Bowyer, Senior System Analyst

Read Case Studies