CommVault Support Trust

Transcription

1 ... White Paper CommVault Support Trust Abstract: As with any relationship, trust is built through positive experience and meeting expectations. From the beginning post purchase stages of the customer relationship, CommVault gains trust by using good business practices, delivering as promised software features and resulting ROI. As the relationship deepens throughout the complete Customer lifecycle, trusted long term relationships are created and cultivated between CommVault s Support engineers and our customers. This White Paper describes how CommVault Support Trust is earned through experience. Our integration of highly skilled and motivated people, leading edge technology and efficient and seamless worldwide processes has resulted in trusting, long lasting relationships with our customers. Our customers know that they can count on us, any time of the day or night, anywhere in the world, to help them leverage the value of Simpana software, ensure efficient operations, meet SLAs and obtain professional success.

2 CommVault Support Trust Table of Contents CommVault Support Trust... 2 Introduction... 3 CommVault Support Trust... 3 Worldwide Support Model and Tools... 4 Innovative Tools Save Customers Time and Ensure Successful Operations... 4 The People... 5 Innovative Approach to Timely, Worldwide Support: Follow the Problem Model... 5 CommVault Support Trust Earned through Experience CommVault Systems, Inc. All rights reserved. CommVault, CommVault and logo, the CV logo, CommVault Systems, Solving Forward, SIM, Singular Information Management, Simpana, CommVault Galaxy, Unified Data Management, QiNetix, Quick Recovery, QR, CommNet, GridStor, Vault Tracker, InnerVault, QuickSnap, QSnap, Recovery Director, CommServe, CommCell, SnapProtect, ROMS, and CommValue, are trademarks or registered trademarks of CommVault Systems, Inc. All other third party brands, products, service names, trademarks, or registered service marks are the property of and used to identify the products or services of their respective owners. All specifications are subject to change without notice. 2

3 CommVault Support Trust Introduction It s a fact. Thousands of companies trust CommVault to protect, manage, and realize the potential of their data. CommVault Simpana software provides industry leading data management and protection. Our comprehensive Services and Support model ensures that our customers reap the full value of our software. After their selection of CommVault Simpana software, customers continue to develop trust in the ability, strength and integrity of what CommVault offers. When customers adopt a new data management and protection software vendor, they expect that the software delivers as promised. But more importantly, they want operational success. They need a day to day support partner in whom they trust a team who will quickly help them through issues to ensure operational success. Customers who have switched to CommVault from legacy vendors, tell us that after their purchase of the legacy product and the initial honeymoon period passed, they adopted a day by day, wait and see attitude regarding their ongoing operational success. They had hoped that the legacy product support would engage quickly and with minimal complexity. When issues arose, however, customers often found themselves in a finger pointing situation where the new vendor was passing the buck to a third party storage vendor, etc. Even worse, the customer was also told that their new product knowledge was not adequate, or that their infrastructure was not up to the task. The customer felt that the support burden was shifted back to them. As with any relationship, trust is built through positive experience and meeting expectations. From the beginning post purchase stages of the customer relationship, CommVault gains trust by using good business practices, delivering as promised software features and resulting ROI. As the relationship deepens throughout the complete Customer lifecycle, trusted long term relationships are created and cultivated between CommVault s Support engineers and our customers. CommVault Support Trust Why do customers trust CommVault Support? It s a combination of people, talent, technology and motivation to ensure that our Customers CommVault experience, is the best industry experience they have ever had. Our Engineers rank with the industry s best. That talent, combined with CommVault s innovative tools and technology that are embedded into the support process, allows us to deliver the highest standard of support an experience that constantly reassures our Customers that Simpana software does what it s supposed to do, that they have the best support possible, and that their reasons for implementing CommVault were justified. 3

4 Worldwide Support Model and Tools At CommVault, answering a support request is just the beginning. Beneath the surface is a robust worldwide network of support tools and processes that engineers and managers leverage in order to quickly resolve issues, test the customer s environment, escalate issues as needed, track support process, warn customers of potential problems, and collect customer satisfaction feedback. CommVault s intensive monitoring tools built on the ROMS product foundation enable CommVault s support engineers to work collaboratively with customers to create work flow automation around event and log captures. CommVault s unique split index allows for the easy transmit of logs and metadata databases to CommVault support where engineers can then validate and test configurations and updates without impacting customer production systems and productivity. No other vendor provides for the simple, secure, scalable method of transmitting catalogs to support as does CommVault. Innovative Tools Save Customers Time and Ensure Successful Operations As a means to support the customer at every turn, Support Engineers rely on their expertise and knowledge of how to best leverage CommVault s robust tools to enhance our customers Support experience. Using these tools ensures that issues are resolved quickly, while minimizing the burden on the customer. Some of the resulting capabilities are described below: 1. Software fixes and upgrades The CommVault CommServe (Master Server database) has a small footprint compared to legacy vendors, less than 10GBs as opposed to hundreds, and customers can quickly transfer their CommServe to CommVault Support to debug an issue. If the resolution requires applying a patch or upgrading to the latest Service Pack or major release, this reproduced environment enables risk free validation, removing the need for the customer to reserve/dedicate system time, test the new patch or upgrade, or otherwise disrupt CommVault operations. 2. Proactive monitoring and analytics with our monitoring and analytics tool, the Engineers can view and compare how well each customer s environment (deduplication, jobs success, drive throughput, etc.) performs against other customers. If problems or potential problems are noticed, CommVault Support contacts the customer to troubleshoot and solve/prevent the issue. Customers can also run our ROMS intensive monitoring to automate alerting and log captures for participating customers. Learn more about the ROMS solution. 3. Remote Support War Rooms enable multiple Support and Development Engineers to work collaboratively and remotely login to the customer s environment to observe operations or debug issues via WebEx, Go to Meeting, or any other secure web collaboration tool. 4. Managed Support for enterprise level customers or customers with business critical operations, a dashboard can be implemented to allow the customer (or CommVault Support Engineer working with 4

5 the customer) to track and schedule operations, escalate incidents and see key performance indicators. If the customer is managing the dashboard, they gain visibility to CommVault Support at multiple levels. For customers with the most demanding Support requirements, CommVault offers Business Critical Support: dedicated CommVault support and technical resources working as dedicated technical partners with Customer operational and functional teams. This global program collects all of CommVault s Managed Support services into a comprehensive support life cycle. 5. Residency Support for customers who need an onsite resource to assist them with operating their CommVault environment. The People As you walk through a CommVault Support hub, one is struck by the number of Support Engineers manning the phones and speaking to customers. Responsible for delivering a high standard of support with every interaction, these Engineers undergo rigorous hiring and training processes. CommVault Support Engineer candidates are identified and retained through multi level interviewing and candidate filtering. Once hired, they enter a globally accessible, multi level training program that fine tunes subject matter knowledge and skillsets. Role based training improves customer handling, technical capabilities, and procedural efficiency. To validate skills and provide career path objectives, the engineers undergo intensive certification programs and process management. Industry averages for employee turnover in Customer Support are at 50% or more (see source). CommVault s employee turnover averages less than 15%. Why? We offer job satisfaction, established career paths and competitive compensation to motivate Engineers to make the customer experience the best it can be. Customer Support Engineers at CommVault are proud to work for the leading Gartner MQ data protection vendor and work with a product that works so well. The CommVault Support Team anticipates our customers evolving needs as a basis for streamlining tools for managing customer interactions, developing new offerings and processes, and creating closer feedback loops in every interaction. With every support interaction, CommVault strengthens our customers trust which reduces risk and lowers costs to help them attain their goals, meet SLAs and achieve ultimate success as IT Professionals. Innovative Approach to Timely, Worldwide Support: Follow the Problem Model The foundation of CommVault s Support is our Follow the Problem (FTP) Support Model. CommVault s worldwide support system is a network of responsive personnel and processes that ensure customer satisfaction in every action. Each customer rates their satisfaction with the quality, timeliness and accuracy of the support experience. For years organizations have had to rely on the legacy support model known as Follow the Sun. This model of support implies, but does not provide, 24x7 support to customers. At the end of each shift, any open tickets are referred back to the customer and must be opened with another, different vendor support center. Problem 5

6 ownership remains with the customer in a Follow the Sun model. Conversely, the CommVault Follow the Problem (FTP) support model delivers true 24x7x365 through its combination of 24x7x365 Support Centers with around the clock staffing, and warm customer issue hand offs from Support Centers to properly skilled support engineers on an around the clock basis. This model, based on CommVault s common queue support system, makes problem ownership a CommVault priority, placing incident resolution responsibility where it should be with the vendor. CommVault s unique FTP support model delivers trusted 24x7 support for customers through our global network of Customer Support Centers. Headquartered in Oceanport, NJ, CommVault s Customer Support Centers are distributed throughout the world United Kingdom, China and Australia. The interlocking of these centers delivers this unique support process. CommVault Support Trust Earned through Experience Our integration of highly skilled and motivated people, leading edge technology and efficient and seamless worldwide processes has resulted in trusting, long lasting relationships with our customers. Our customers know that they can count on us, any time of the day or night, anywhere in the world, to help them leverage the value of Simpana software, ensure efficient operations, meet SLAs and obtain professional success. Our customers CommVault Support Trust is evidenced by the following: 1) 95%+ Customer Satisfaction (results of the company s 2011 technical support services survey) as compared to the industry rating of 75% (according to the most recent HDI survey conducted on Customer support center satisfaction). 2) 94% renewal rate on annual, contractual product and support agreements. In contrast, Customers who received support from other vendors reported an average Customer loyalty rating of 75 percent, according to the TSIA Support Service Benchmark Survey 2012 compiled by the Technical Support Industry Association (TSIA). 3) 65% of CommVault Customers make repeat purchases (source: CommVault 10Q, August 2012). 4) Intense customer and employee loyalty. CommVault s Support Trust is industry unique and genuine. We have earned it by constantly making our customers operational success our first priority, and making their experience the best it can be. That is our mission, and that is how we operate every hour of every day of the year. 6