24/7 Support Services Overview

Data storage is critical to any business and ensuring data availability and uptime is something that RAID’s Professional Services Group prides itself on. Many companies promise 24 hour support, but most fail to deliver. All RAID Inc’s storage systems are fully supported on a 24/7 basis, period. We staff our support center with well qualified support engineers who can immediately assist and ensure that storage system problems are quickly identified. An immediate fix, and/or escalation plan will be implemented within the first 30 minutes of any call for any of our storage systems.

RAID Inc. treats every incoming support call as critical and each ticket is tracked on an hourly basis via our service tracking software. The service tracking software not only tracks time and severity of a problem, but also taps into an extensive database which identifies similarities with past cases. The escalation procedures are also tuned to ensure that the proper support engineer is supporting the problem based on operating and application environment. In addition, all clients have the ability to check and collaborate with our engineering staff on a direct basis with our Self Service web Portal.

RAID has also designed templates and customizable service level agreements which allow for the most flexible communications scenario that the storage industry has to offer.

RAID has been providing a live support desk since launching its services division RAIDserv® in the year 2000. We continually enhance all of our services including the most basic, our 24 hour phone support structure, in order to consistently meet our customer’s needs.

RAID service clients not only receive VIP treatment on a 24 hour basis, but also tap into a rich infrastructure which includes remote diagnostics, on-site support dispatch and management and our online support portal.

These are some of the reasons why our customers put their confidence in us, and represent 75% of our total revenue over the last five years.

In conclusion, our support group and management services can be combined to provide IT organizations with industry leading storage and backup expertise, defined service levels and options, predictable costs and low risk.

To see recent testimonials from our valued customers, click here.