ExaGrid prides itself on a unique and innovative customer support model.
Customers are assigned senior level 2 technicians. Customers work with the same technician all the time. The technician builds a long-term understanding of the customer environment and acts as a consultative resource.
Instead of a general support pool that requires support reps to understand over 20 major backup applications, ExaGrid level 2 techs are trained on two to three backup applications and are only assigned to customers that have those backup applications. This ensures that your assigned technical support rep is a backup application expert on your backup application(s).
The backup technicians are trained weekly on backup applications, ExaGrid, and also on proactive support.
The ExaGrid support teams are located in the associated geography: North America, EMEA, Asia Pacific, etc.
The ExaGrid technical support teams are the best support staff in backup in the industry.