Stellar Support, Expertise and Guidance
“ExaGrid support is amazing. We’ve had what I would consider to be ‘stellar’ support. Our assigned support engineer is phenomenal. I’ve worked with him since I started supporting our storage and infrastructure. The consistency has been great because he knows our systems and knows exactly what I expect. He vets new updates and helps me take care of everything; he’s an extension of our
team,” said Umansky.
“Our support engineer will even ask if I want to schedule time to work on an update together. If there is a patch fix, he’ll take care of that for us on the back end – I just give him a window and he’ll just confirm when it’s done. The ExaGrid team gives me peace of mind,” he said.
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.
“I have very little time to spend on backup storage. I wear many hats, and backup storage is only one of them, so I don’t have the depth at any one particular direction. I know enough to keep them running – and I clearly know when I need escalation. My support experience with ExaGrid has built a very strong relationship with the company. I salute our customer support engineer for that. He brings expertise to the table. I am to the point where I am close to implicit trust,“ said Umansky.