ExaGrid heard its customers’ frustration with “typical” industry tech support practices and created an innovative approach to customer support. Find out why 98% of ExaGrid’s customers are on our yearly maintenance and support program.
- An assigned level 2 technical support engineer to each customer, which ensures that you consistently work with the same level 2 tech. In addition, there are no level 1 techs that take you through “the basics.” You work directly with a highly trained, senior level 2 technician.
- Each level 2 tech is an expert on two to three backup applications. This is far better than the traditional approach where each tech is a generalist attempting to support 20+ different backup applications. ExaGrid’s approach ensures that our techs have real depth of knowledge in order to best support you, and a level 2 tech who knows your backup application(s) is assigned to you.
- ExaGrid has tech support centers in North America, Europe, and Asia Pacific staffed with tech support engineers who speak many local languages.
- Over 90% of ExaGrid customers automatically send their alerts and alarms to ExaGrid’s health reporting system. ExaGrid often identifies potential issues before the customer does and proactively reaches out.
- ExaGrid has spares depots around the world and, if a component fails, will ship a replacement via next business day air. Customers can replace all components themselves as the appliances have redundant arrays with a spare drive and redundant power supplies. If components fail, the systems keep running and customers can replace the failed component in a live running production system.
- Customers perform their own installation with support from ExaGrid. Customers rack the appliances and then work with ExaGrid via phone and/or WebEx. A typical installation takes between 30 minutes and 3 hours, depending on the environment. Due to the ease of installation, it’s complimentary; ExaGrid doesn’t charge for it, saving valuable budget dollars for the customer.
- ExaGrid charges a percent of the price paid for the appliances, unlike most vendors who charge a percentage of list price regardless of what the customer actually paid.
- ExaGrid’s yearly maintenance includes all options; there are no hidden costs – now or in the future. Most vendors charge separately for many of these options. ExaGrid maintenance and support includes:
- Free installation assistance
- Assigned level 2 support technician knowledgeable in your backup application
- Email and phone support
- Next business day air replacement of any failed component
- No charge for failed hardware components
- Health reporting and proactive notification
- No charge for point releases
- No charge for full version software (feature) releases
- Evergreen model of supporting all appliances at standard maintenance and support rates, regardless of their life.
We encourage you to read what customers are saying about ExaGrid’s industry-leading customer support.
Case Study: ABC Companies
One of the things that has impressed me the most about ExaGrid is the support. It’s not often that we work with a vendor with such a proactive support program.
Matt Horn, Senior Network Administrator
Case Study: Aeroflex
We’ve had a great experience with ExaGrid’s customer support team. They’ve been extremely responsive, and they really know the system inside and out.
Ed Wrona, Enterprise Infrastructure Manager
Case Study: American Standard Brands
Working with ExaGrid's sales and customer support teams is a major reason why we have continued to use ExaGrid for so many years.
Ted Green, Lead IT Engineer
Case Study: Ameris Bank
We really love ExaGrid’s customer support model. We have had the same engineer assigned to us since day one, and he knows us and knows our environment, so he’s able to provide assistance above and beyond just answering simple questions.
Shan Venable, Systems Architect
Case Study: ASGCO
The fact that we have a dedicated customer support engineer is wonderful. He’s familiar with us and our environment and is always available to answer our questions.
Daniel W. Keuler, IT Manager
Case Study: Balfour Beatty Infrastructure
We’ve had a great experience with ExaGrid’s customer support staff. Our support engineer is always available to answer questions and he really knows his way around the system. If we have an issue, we simply give him a call and set up a WebEx session, and he helps us work through it.
Cliff Williams, Manager of Infrastructure and Security
Case Study: Barneys New York
We’ve had a great experience with ExaGrid’s support organization. I like the fact that we have a permanent technical support engineer dedicated to our account. We’ve developed a relationship, and it’s nice to be able to contact the same individual each time I have a question. Our support engineer knows our system, and he can jump in and resolve any issues we have quickly.
Michael Costa, Systems Administrator
Case Study: Bayhealth Medical Center
We've been impressed with ExaGrid's customer support team. We have found them knowledgeable and responsive each and every time we call.
Kevin Seiwell, Network Engineer
Case Study: Berger Schatz
Setting up the system was easy. Our support engineer handled most of it, even the Backup Exec integration. ExaGrid support has been exceptional. We’ve had the same support engineer since day one; he really knows his stuff and is extremely proactive.
Michael Sauriol, Director of Information Services
Case Study: Bethune-Cookman University
We’ve been extremely pleased with the high level of support we receive from our ExaGrid engineer. He really knows his way around the system and he is very, very responsive when we call in. It’s enterprise-level customer support.
Hussam Reziqa, Network Administrator
Case Study: BI Incorporated: Behavioral Interventions
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, UNIX Systems Administrator
Case Study: Bridgestone Americas Tire Operations (BATO)
My support engineer has been an outstanding help. He checks in regularly to see if the backups are working well, and to assist with firmware upgrades. He’s followed up daily when we have had to work through issues, and he has been an extreme help in getting our backups to where they need to be.
Corey Johnson, Technology Analyst
Case Study: CFI Medical Solutions
Our ExaGrid engineer knows us and knows our environment. I just can’t say enough about how valuable that is to us. We now base all of our support contracts with other vendors on the level of support that we receive from ExaGrid. It should be an industry standard.
Anthony Vaughn, Systems Administrator
Case Study: ChildFund International
Working with ExaGrid support is like going to see a family physician. When you call into some other vendors, it’s like going to a walk-in clinic where you see a different doctor each time. With ExaGrid, the support engineers get to know your history like your doctor knows your chart.
Nate Layne, Network Administrator
Case Study: City of Holly Hill
Our support engineer is extremely responsive and proactive. He’s constantly checking out the system to make sure things are running correctly, and he’s always available to answer any question I have.
Scott Gutauckis, IT Manager
Case Study: Claddagh Commission
I feel as though – as a company – ExaGrid cares about my backups. The level of support I receive is far above any other experience I’ve had from a technology vendor.
Gabriel Fischer, LAMP Developer
Case Study: Community Credit Union
I like the fact that we have a dedicated support person. Our support engineer knows us and she’s familiar with our installation. She’s experienced and she’s always available to us if we have a question or issue. It saves a lot of time.
Linda Ryan, Systems Administrator
Case Study: Concur
With ExaGrid, support is second to none. We do business with many technology companies, and their support can’t compare to what we get from ExaGrid. They go above and beyond to make sure we’re happy.
Sean Graver, Storage Architect
Case Study: Connecticut Transit
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, Director of Information Services
Case Study: Conwy & Denbighshire NHS Trust
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, IT Systems Manager
Case Study: Dynamic Aviation
The installation and start-up process was totally painless. ExaGrid’s support team is extremely knowledgeable and conscientious.
Andrew Powell, IT Manager
Case Study: Dynamic Marketing
The phone support is incredible. Our support engineer helped us every step of the way during the installation, and he’s continued to be a valuable resource for us.
Alan Joskowicz, Information Technology Manager
Case Study: EuroPark
I have found ExaGrid’s customer support team to be very proactive. They contact me by phone or email to ensure that we have the most up-to-date versions running so that everything is fully optimised.
Kenneth Hanssen, IT Manager
Case Study: Foley, Inc.
We really like ExaGrid’s approach to support. Oftentimes, we find that products run well out of the box, but support doesn’t live up to our expectations. We’ve had an excellent experience with ExaGrid’s support. Our support engineer is responsive and knows his way around the system.
Dave Cracchiolo, Network Administrator
Case Study: FORMA Therapeutics
ExaGrid’s customer support has been fantastic. If you’re having a backup issue, the last thing you need to do is send an email a message and wonder if it’s going to be read or sit in a queue to wait to talk with someone. Our support engineer is knowledgeable and easy to reach. I know if I’m having any sort of issue, I can call into ExaGrid and get an experienced engineer on the phone right away.
Paul Kelly, Director of IT
Case Study: Furman University
Having a dedicated engineer is so nice. We had a disk go bad when I was out of town, and I immediately received an alert message from the ExaGrid system and then our engineer called me a short time later to let me know that a replacement was on its way. The disk arrived the next day, and a colleague was able to easily replace it. It was all taken care of by the time I got back.
Russell Ensley, Systems Administrator
Case Study: Georgia Crown Distributing
ExaGrid’s customer support is fantastic. The fact that our support engineer is an experienced, in-house employee and easy to reach is a BIG plus.
David Brown, Systems Analyst
Case Study: Glens Falls Hospital
Customer support has been fabulous. I love having an assigned support engineer who knows me and knows our installation.
Jim Goodwin, Technical Specialist
Case Study: Harrison Clinical GmbH
Our experience with the customer support team has been great. ExaGrid monitors the health of our system remotely. Our assigned support contact calls us when a problem occurs, when there are lock file alerts, or some other problem. ExaGrid Support is easy to work with.
Thomas Hain, Systems Administrator
Case Study: Highland Capital Partners
Usually my phone rings before I even see there’s an issue. My ExaGrid support engineer lets me know we’ve got a problem, and he’s well ahead of it. He’s done upgrades in the middle of the day with no issues, not affecting the backup window at all, and I very rarely even get involved. He logs into the system, makes the necessary upgrade, and moves on.
Rob Bemis, Vice President of Global Infrastructure
Case Study: Hitachi Consulting
ExaGrid's customer support has been stellar. In fact, it's been among the best support I've had from any vendor I've worked with and I would put them up against any other support organization in the industry. They are smart, tenacious and reliable and we know we can count on them to help us make the most of our ExaGrid system.
Bradford Leonard, Network Engineer
Case Study: Hologic
Most of the time when you're doing a POC with a vendor, you get the vendor's undivided attention. But once you buy the product, support starts to slack off a little bit. With ExaGrid, since day one, our assigned support engineer has been very responsive and highly knowledgeable.
Mike Le, System Administrator II
Case Study: Jeffco Public Schools
The support we get from ExaGrid is fantastic. It’s almost a concierge sort of experience, and we don’t get that from many vendors.
David Small, Storage Engineer
Case Study: Jordan’s Furniture
Companies often tout superior support, but you really don't know what you're getting until you need an answer on something. Our ExaGrid support engineer has been terrific from the start and has delivered a consistently high level of service to us.
Ethan Peterson, Network Engineer
Case Study: Keene State College
The system itself is rock-solid. We haven’t had to call into support that often but when we have, the response has been immediate. Our support engineer is always available and is experienced enough to answer any question we have.
Kevin Forrest, Systems Administrator
Case Study: Leith Management
I worked with ExaGrid’s support staff to set the system up, and it was extremely quick and easy to do. Customer support has been terrific. Every time I have a question or an issue, they’re easy to reach and knowledgeable.
Gene Barden, Senior Network and Systems Specialist
Case Study: Licking Memorial
We’ve been very impressed with ExaGrid’s customer support. Our support engineer is always on top of things. If there’s an issue to resolve, he can jump onto our system in seconds and check things over on the spot.
John Bowyer, Senior System Analyst
Case Study: Lifetime Assistance
I’ve been very pleased with the customer support I’ve received. Anytime I have a question or need information, our engineer sets up a remote session and helps me out. He’s very accessible.
Abbey Simmons, Coordinator of IT
Case Study: Lynn University
[Our customer support engineer] has been great to work with and is very responsive. I recently worked with her on decreasing the landing space on the ExaGrid system in our colocation center, and she responded right away and was extremely knowledgeable and helpful.
Delroy Honeyghan, Network Administrator
Case Study: Maine State Legislature
We’ve had a fantastic experience with ExaGrid’s customer support. Our support engineer is experienced, and he’s familiar with our environment and with us. He’s taken the time to work through some issues we had initially, and things have been running smoothly ever since.
Scott Lewis, Network Administrator
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, Network Operations Manager
Case Study: Miami Marlins
ExaGrid’s customer support has simply been ‘grade A.' Our support engineer is easy to reach, and he knows the system inside and out. We have a great deal of comfort with the ExaGrid system because it’s backed by true engineers who are just a phone call away.
Ozzy Macias, Manager of Information Technology
Case Study: Mintz, Levin, Cohn, Ferris, Glovsky and Popeo
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, IS Manager, Systems Group
Case Study: Mokena School District 159
Dealing with ExaGrid’s customer support staff has probably been one of the best experiences I’ve had to date with any company.
Steve Hastings, Director of Technology
Case Study: Morton Plant Mease
The ExaGrid support engineer assigned to our account was extremely helpful in getting the system up and running, and he also spent a lot of time showing me how to build the first couple of backup jobs. Once I was familiar with the system, I found it easy to build the remaining jobs. Since the installation, I’ve forged a great relationship with our support engineer. He’s extremely proactive and easy to get in touch with if I have a question or issue. He also monitors our system and if anything is amiss, he gets ahold of me and we look at it together.
Gary Lyons, Manager of Information Systems
Case Study: Moto Hospitality
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, Systems Architect
Case Study: New Balance
With ExaGrid support, everything is easy and straightforward. They carry a bit of responsibility along with me. I always have someone to reach out to who has knowledge of the product as well as our environment, making my job that much easier.
Henry Li, Server Support Analyst
Case Study: New England Law | Boston
I like that we have an assigned support engineer who knows the product inside and out. With many other vendors, you call in and roll the dice, and oftentimes, you get someone who’s been there a week and doesn’t know anything about the product. That hasn’t been our experience with ExaGrid. The technical support we’ve received has been incredible.
Derek Lofstrom, Senior Network Engineer
Case Study: NGK-Locke Polymer
The customer support staff is easy to reach and always willing and able to help answer any question I have.
Bill Bunch, IT Specialist
Case Study: North Carolina Electric Membership Corporation
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, Systems Administrator
Case Study: Pokémon
I've turned nearly all administrative and maintenance tasks for our colocated ExaGrid over to our customer support engineer and he just runs with it. I don't have to stand over his shoulder and babysit – he just connects into the system and handles anything that comes up.
Joshua Sasser, Systems Administrator
The ExaGrid support staff is simply phenomenal. We haven't had many technical issues with the ExaGrid but the few times we have, the staff was always very responsive and knowledgeable, working relentlessly until a solution was achieved.
Christian Monette, Senior Network and Security Administrator
Case Study: Savers
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, Senior Systems Administrator
Case Study: Schinnerer, Victor 0. Company
ExaGrid’s customer support engineer is very proactive. He periodically connects into the system via WebEx to check things out, update the firmware, and ensure that things are running smoothly.
Michael Horan, Systems Engineer
Case Study: Service Partners
ExaGrid’s customer support staff has been wonderful. They’re easy reach and are extremely knowledgeable about the product.
Chris Chapin, Systems Administrator
Case Study: State College of Florida
Our engineer has gone out of his way to work with me to streamline our backup jobs to ensure we are getting the most out of the system. I really can’t say enough good things about ExaGrid support.
Jackie Hemmerich, Network Administrator
Case Study: SUNY Cortland
When we had a drive fail, it was as easy as a replacement being delivered to my desk. I simply swapped the faulty drive with the new one and shipped the faulty one back to ExaGrid with no interruption in our backups.
Jim Durr, Systems Administrator
Case Study: TenCate
It’s great working with the same person all the time who’s knowledgeable, understands your problem, and can fix it.
Jayme Williams, Sr. Systems Engineer
Case Study: The Old Globe Theatre
ExaGrid’s support has been fantastic. During the installation, our ExaGrid engineer walked me through the system and taught me about the ins and outs of the system, so I had a high level of comfort with it. Ongoing support has been terrific.
Dean Yager, IT Manager
Case Study: Township High School District 113
Our ExaGrid support engineer is absolutely fantastic. He’s easy to reach and really knows his way around the ExaGrid system. He also knows Backup Exec inside and out, which has been an enormous help to us.
Ronald Kasbohm, Director of Technology
Case Study: University of Buffalo SUNY
To me, support is critical, and ExaGrid delivers some of the best support in the business.
Eric Warner, Assistant Director of Medical Computing
Case Study: von Briesen
ExaGrid’s customer support has been excellent. We don’t have any other product in our datacenter that comes with a support model like ExaGrid’s, where we get a dedicated support engineer who is knowledgeable and proactive. There’s a deep level of expertise in ExaGrid’s customer support center.
Scott Timmerman, Senior IT Manager
Case Study: VW Credit, Inc.
We've been very impressed with customer support. We have a dedicated support engineer who is very responsive, and on the occasions we've had to talk to other members of the support staff, we've found them knowledgeable, helpful and proactive. We couldn't ask for anything more from support.
Dean Bolton, Network Systems Engineer
Case Study: Weber County Library System
ExaGrid’s customer support is among the best in the business.
Scott D. Jones, Technology Director
Case Study: Webster Central School District
Our support engineer is wonderful. He’s always on top of things and he’s easily accessible if I have a question or issue.
Quentin Spiegel, Senior Network Technician
Case Study: Williamson Medical
With ExaGrid, we have one assigned support engineer who has worked with us throughout the entirety of our project. Our support engineer is an extension of our own IT staff. It’s nice to know customer support on a first-name basis as well as be able to count on them to be experts at what they’re working on. I’ve noticed that the engineering staff we deal with doesn’t have the turnover like other vendors – it seems like a very stable team and company.
Sam Marsh, Engineering Team Lead
Case Study: Wink Companies
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, Network Administrator
Case Study: Yuba Community College District
We don’t have backup experts on staff here, so it’s great to know that we can count on ExaGrid support when we need it.
Patrick Meleski, Database Administrator