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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

CenterState Bank of Florida

As our backup intake has grown, we’ve been able to easily scale our ExaGrid system while still maintaining our backup windows…We’ve been extremely pleased with the whole experience of owning the ExaGrid system, from performance to support, and highly recommend it.

Jamie Orth, Vice President of IT

Read Case Studies