Backups No Longer Dominate Workday
One of the features that Ding appreciates most about working with ExaGrid is the high level of customer support that it provides. “My ExaGrid support engineer has been working with me since day one. I’m always able to reach out to him directly and he always responds quickly, which is very different than what I’ve experienced working with other vendors who assign a ticket and then don’t call back in a timely manner. My ExaGrid support engineer actually calls me if there is an issue with the system, thanks to ExaGrid’s ‘phone home’ feature which will send an alert and also notify my engineer to remotely log in and check out the system. It keeps the maintenance simple.
“Backup is so important, and keeping data without a backup plan is like driving on the highway without car insurance. When I first started my career in IT, I had to manually check our backup jobs every morning, and sometimes it took half a day to resolve an issue. Now, I have so many tasks as a network engineer and backup is not the portion of my work that I worry about, thanks to the reliability of the ExaGrid-Veeam solution,” said Ding. “My ExaGrid support engineer not only helps to resolve issues, but also teaches me the best practices to get the most out of the solution. No matter how great a product is, a good support engineer is essential, and it’s been incredible to have someone so knowledgeable to work with,” he added.
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. Customer’s never have to repeat themselves to various support staff, and issues get resolved quickly.