ExaGrid Support Helps Reverse Data Loss
Jones appreciates working with an assigned ExaGrid support engineer who in an expert on his backup environment. “My support engineer is proactive about installing firmware upgrades and also regularly presents options on how to further improve our backups. He also helped to migrate our data when we installed an additional ExaGrid appliance to our system. He’s walked me through each process that we’ve worked on together, explaining everything, and even following up to make sure the system is running smoothly whenever we’ve made any changes.”
Jones particularly relied on help from his ExaGrid support engineer during a recent incident with potential data loss. “We recently had an incident where we lost our data on the production servers and started to lose our backup data as well. I contacted my ExaGrid support engineer and he responded right away, and because of his quick response time, we were able to prevent further data loss and even restore what actually had been lost. He worked with other members of the ExaGrid support team to get us up and running again. Years’ worth of data could have been lost if ExaGrid support had not been able to go into our system and restore it. It saved our company thousands of dollars’ worth of time from having to rebuild servers and redo everything we almost lost. Throughout the ordeal, my support engineer stayed in constant contact with me with status updates. It was like he held my hand the whole way through. I’ve been in IT for over 20 years and working with him is the best customer service I’ve ever had,” said Jones.
The ExaGrid system was designed to be easy to set up and operate. ExaGrid’s industry leading level 2 senior support engineers are assigned to individual customers, ensuring they always work with the same engineer. Customers never have to repeat themselves to various support staff, and issues get resolved quickly.