24/7 Support Services
"Your support is number one compared to other technical service teams…continue what you are doing.”
Teresa Hall-Jackson, NASA Goddard Space Flight Center
Data Storage is Critical.
RAID Inc. prides itself on ensuring data availability and uptime for all of their clients. Many companies offer 24/7 tech support, but most fail to achieve this promise. This is where RAID Inc.’s expert team of support engineers differentiate themselves from the competition time and time again. Their storage systems are fully supported on a 24/7 bases – guaranteed. An immediate fix or escalation plan is implemented within the first 30 minutes of any call for any client on any of RAID’s storage systems.
RAID Inc.’s service clients not only receive VIP treatment on a 24 hour basis, but they also gain access to a rich support infrastructure which includes remote diagnostics and on-site support dispatch and management. In order to consistently meet changing client needs, RAID Inc. continually enhances all support services including the most basic - the 24 hour phone support structure.
RAID offers customizable service level agreements which allow for the most flexible communications scenario that the storage industry has to offer. Call today to customize your data management support services.
Diagnostics
A successful diagnostic process is only as good as the people performing the analysis.
At RAID Inc. the most skilled storage engineers are on the front line, synthesizing information to diagnose each customer challenge as soon as possible. The support engineers have extensive knowledge paired with a vast database as a resource, and stringent escalation procedures to follow. Senior management is involved at every level in order to resolve all customer diagnostic issues in a prompt and effective manner.
RAID Inc.'s diagnostic team's ability to directly connect into a customer's storage asset remotely with a storage base GUI is the key to diagnosing client issues in a timely manner. This remote access can directly extract all event logs which enables the support team to immediately drill down into the variables and determine the source of a customer's problem. Overlaying this procedure with RAID Inc.'s storage engineers' expertise guarantees the quickest diagnosis and solution of any data storage problem with little or no involvement from the customer.
Technical Support
Your organization’s information and your staff’s time are critical aspects of your business. To service these essential components of your company with the technical support needed to keep your business going strong RAID Inc. has developed a technical support division called RAIDserv. RAIDserv was designed to provide a proactive approach to technical support and service while addressing problems quickly and effectively. RAIDserv operates under the promise of providing customers the best protection available for their business and data.
RAID understands that technical service needs vary. The support tiers offered by RAIDserv are designed to meet and exceed those needs:
24x7 Technical Telephone Support:
RAIDserv Engineers are ready and willing to assist you 24 hours a day, seven days a week.
Advanced Parts Replacement:
Minimize your down-time. RAID will overnight your replacement part for next business day delivery.
Software and Firmware Upgrades:
Software and Firmware upgrades are delivered to you electronically.
Next Business Day On-Site:
RAIDserv Field Engineers can be dispatched to provide next business day on-site service.
4-Hour On-Site:
RAIDserv field engineers can be dispatched to provide same day on-site service. An on-site spares kit is required with 4-Hour On-Site response.
Warranty Support:
All RAID products ship standard with our one year warranty service.