Why ExaGrid?
Responsive Technical 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 technical support.
Customer Praise for the ExaGrid Support Team
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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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"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
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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
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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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"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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"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
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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 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
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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
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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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"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
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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
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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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