ExaGrid prides itself on a unique and innovative customer support model.
Customers are assigned level 2 technicians. 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 support rep is a backup application expert.
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, Europe, Asia Pacific, etc.
The ExaGrid support teams are the best support staff in backup in the industry.