ExaGrid prides itself on its unique and innovative customer support model.
Each customer is assigned a senior level 2 technician and work consistently with that same technician. The technician builds long-term knowledge of the customer’s environment and becomes a valuable consultative resource.
Instead of a general support pool that requires support reps to understand 20+ backup applications, ExaGrid’s level 2 techs are experts on two to three backup applications and are only assigned to customers that have those backup applications.
Our backup technicians are trained weekly on backup applications, ExaGrid’s product, and proactive support.
ExaGrid’s technical support teams are located in the associated customer geography – North America, EMEA, Asia Pacific – and are comprised of the best backup support staff in the industry.