Responsive 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 being 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 replace-able with next business day air shipment of all replacements components
Read below to see what customers are saying about ExaGrid's best-in-class customer support.
Customer Praise for the ExaGrid Support Team
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"These days, contacting a vendor for support can be a very time consuming, frustrating process. ExaGrid's customer support team is a pleasure to deal with. I found the team extremely knowledgeable and creative in trying to identify solutions to our particular problem and I have a great deal of confidence in their abilities." Seth Engel A.D.A.M. Success Story
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"The support team does a fantastic job of monitoring our system, and more often than not, they know that we have an issue with our system before we do. The support team is always committed to resolving any issue that comes up and they are tenacious about it." Michael Aubry Adventist Health Success Story
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"ExaGrid's customer support team isn't a huge bureaucracy and doesn't treat you like a number. They are extremely responsive and bend over backwards to resolve any issue that comes up. Also, the fact that they monitor our system remotely gives us an extra added level of comfort that we didn't get with other vendors." Jon Mahlbacher American Systems Success Story
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"I would place ExaGrid's customer support among the top five percent of companies I deal with on a day-to-day basis," said Chickering. "The support technicians at ExaGrid are incredibly responsive and knowledgeable about their own product and about backup processes in general. I have a high degree of confidence in them." Mark Chickering Aspirus Wausau Hospital Success Story |
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"We've also been impressed with ExaGrid's customer support team. We have found them knowledgeable and responsive each and every time we call." Kevin Siewell Bayhealth Medical Center
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"ExaGrid's customer support team always goes the extra mile for us. When we first installed our system, we were the first customer to use the ExaGrid along with Solaris. The ExaGrid team wrote patches specifically for us to fix some issues we were having, and we were extremely impressed at their responsiveness and depth of knowledge." Jeff Voss BI Incorporated Success Story
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"We've also had a terrific experience with ExaGrid's customer support. Our support engineer worked with us to identify the best backup application for our environment and he was able to assist us with an issue we had with it. We have found support easy to reach and knowledgeable about both the ExaGrid system and about Backup Exec." Billy Wavra City of Huntsville
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"Since we first installed our ExaGrid system, we've been extremely impressed with ExaGrid's support. Our support technician is knowledgeable and proactive, and we really like the fact that ExaGrid can dial in to our system to perform system maintenance. It makes my job easier." Jose Lopez Concord Camera Success Story
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"ExaGrid's customer support staff is terrific. They have a wide range of expertise in the backup arena and have been both proactive in helping us with our implementation and responsive to our requests for assistance." Rich Paterson Connecticut Transit Success Story |
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"ExaGrid's customer support is extremely responsive and knowledgeable. We've been extremely pleased with ExaGrid's high level of support and the system as a whole has greatly improved our backup capabilities and streamlined our operations." Andy Stott Conwy & Denbighshire NHS Trust Success Story |
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"ExaGrid's customer support team is excellent and we love the fact that we have a dedicated support engineer. He dialed in and assisted me in setting up the system and it was up and running within an hour." George Grant Corporate Communications Group Success Story |
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"The support we've received from ExaGrid has been outstanding. I've worked with some really good support teams in the past, but I haven't worked with a team that is as dedicated as the team at ExaGrid." Mary Etta Trembly ENSCO, Inc. Success Story
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"We were able to install the system ourselves and it was an easy, straightforward process. ExaGrid's technical support engineers assisted us via phone and then they dialed into the system to provide us with an overview of the features. Quite frankly, ExaGrid's support is among the best in the industry. The support engineers are friendly and extremely knowledgeable about the ExaGrid product and about backups in general." Jon White Europa Sports Products
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"We've also had good experiences with ExaGrid's customer support. They proactively call us to ensure that things are going smoothly and to make us aware of any new software updates that come up." Mike Regan Firelands Regional Medical Center
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"ExaGrid's customer support team has been very proactive in working with us, and they are extremely knowledgeable about the ExaGrid system and about backup processes as a whole." Gary Larson Gardner Trucking Success Story
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"ExaGrid's support model is extremely proactive and effective. Our system sends health reports to ExaGrid every night. Our support engineer has the ability to access the system and resolve any issues remotely. We've been extremely impressed with the level of support we receive from ExaGrid." Martin Roberti Grafisch Lyceum Utrecht Success Story |
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"We have also had a good experience with ExaGrid's customer support team. They were very helpful to us when we were designing the new backup environment and were knowledgeable about both the ExaGrid and CommVault products. We have a high level of confidence in our support team. They're tenacious and will work on an issue relentlessly until it's resolved." Jason O'Dell GreenBank
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"When our system was damaged due to a power outage, ExaGrid's customer support team was wonderful, and they worked with us to get a new system up and running as soon as possible. They absolutely went above and beyond the call of duty to help us with a very critical situation." James Stratton John Wieland Homes Success Story
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"ExaGrid's customer support has been proactive and checks in occasionally to be sure that things are going well. All in all, it's been a terrific solution for us." Seth Myers The Kingston Hospital Success Story |
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"ExaGrid's support is fantastic. We have a dedicated support engineer who is familiar with our installation and is extremely responsive. He knows the ExaGrid system inside and out." Edward Maule Kennedy Health System
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"One of the things we were very impressed with was how easy the ExaGrid system was to install. We simply pulled it out of the box, put it in the rack, turned it on, connected the network cables and it was up and running. ExaGrid's customer support engineer stepped us through the rest of the way and helped us optimize the system for our environment. The support we have received from ExaGrid has been fantastic." Paul Lantieri Massachusetts Division of Health Care Finance and Policy
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"We set the ExaGrid up ourselves, and then ExaGrid's customer support staff dialed in over the network and showed us how to configure the system. Since the ExaGrid was installed, the support team has remotely dialed in to perform upgrades and they have all gone smoothly. ExaGrid's support team is always there and very attentive." Michael Skrant Medina General Hospital Success Story
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"We've been working closely with ExaGrid's support team to streamline our backup processes even further. We have a technician assigned to our account that is always accessible, familiar with our environment and is extremely knowledgeable about backups. It's nice to be able to leverage that expertise. We're looking forward to deploying ExaGrid as an enterprise backup system for all of our campuses." Jorge Cepeda MemorialCare Success Story
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"ExaGrid has been very proactive in monitoring our system and they assist us with any sort of backup-related issue we have. We didn't get that same level of comfort from any of the other vendors. With ExaGrid, we got the feeling that they would be with us the whole time, and they have held true to that commitment." Paul Kohan Mintz, Levin, Cohn, Ferris, Glovsky and Popeo Success Story |
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"ExaGrid's customer support has been brilliant. They have a high level of understanding of our environment and of their own product. It's been pleasure to work with them." Simon Austin Moto Hospitality Success Story |
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"We've also had a very positive experience with ExaGrid's customer support engineers. They have been extremely responsive and knowledgeable and have worked closely with us to make several custom adjustments to help increase performance even more." Randy Johnson Mutual of Enumclaw
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"We have had an unbelievable experience with ExaGrid's customer support. Our support engineer is extremely knowledgeable and proactive and he's always willing to go the extra mile. Even when we call off-hours, he's always available." Jonathan Bell North Carolina Electric Membership Corporation
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"ExaGrid's customer support is terrific and our engineer has helped us considerably to configure our system to ensure that our backups run as efficiently as possible." Jeff Balch North Georgia College Success Story |
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"The level of support we have received from the ExaGrid team has been remarkable. When we make a phone call to ExaGrid for support, we immediately speak with someone who is extremely knowledgeable and responsive. We appreciate that and it has made our experience working with ExaGrid wonderful." Andrew Watts Omni Air International Success Story
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"The last time ExaGrid's customer support team updated our system remotely, the support technician took the time to call and give us suggestions on how we could make improvements to our configuration so that our backups would run even faster. They really go above and beyond the call of duty." Steven Smith Regal+Lager Success Story
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"ExaGrid's customer support has been top-notch. The support team is always available and they will work on any issue until it is resolved." Scott Stephen RJN Group Success Story
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"We have a dedicated support engineer who is familiar with our installation and knowledgeable about the ExaGrid system and about backup processes in general. He's proactive and extremely responsive whenever we call. I have dealt with lots of support organizations in the past, and ExaGrid's is among the best." Chris McNish Saul Ewing Success Story |
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"We've been very impressed with ExaGrid's simplicity. We have a fairly lean IT staff here and don't have a whole lot of extra time to take care of high maintenance devices. The ExaGrid was very easy to set up and it's easy to administer" Charles Blair Savers
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"Our support engineer has gone well beyond just servicing the ExaGrid product. He has worked with us to make sure that our overall backup experience is as economical and streamlined as possible." Sherrill Hackett St. Mary's Health Center
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"Not only has ExaGrid's product worked as promised, but the technical support team is top-notch. The staff is very knowledgeable and I can count on them to stand behind their product." Jonathan DeMesserman Thomas & King Success Story
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"ExaGrid's customer support staff has also been very helpful. They have a great deal of knowledge in both Backup Exec and in the ExaGrid product and were a big help to us when we upgraded the system." Steve Koenemann Vermont State Employees Credit Union
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"Our experience with ExaGrid's customer support has been phenomenal. The team is very knowledgeable and responsive. You never have to hunt down your support rep or go through a long phone tree. There is a dedicated person for our company who knows our system and needs inside and out." Adam Schwartzberg Wink Companies, LLC
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