Nexsan Increases Customer and Partner Service Levels

Nexsan Corp. announced service and support enhancements for its base of more than 10,000 SAN, NAS and Hybrid Storage system customers worldwide.

The new capabilities include Concierge proactive managed services with 24×7 hardware monitoring and automatic dispatch, international support enhancements, onsite and online training, and on-demand response from support engineers on a global basis.

Business credibility and reputation is highly dependent on a customer experience. Customer service and support along with the development of quality products is a focus for Nexsan. As technology has advanced and become a more empowering force for organizations, IT professionals are looking for robust service and support capabilities from their vendors. To better serve customers and yield consistently high customer satisfaction rates, Nexsan has integrated process controls and continued investments in technology platforms and programs that enable premier service delivery.

The Corona Norco Unified School District deployed the Nexsan E60 storage system to consolidate a portion of its storage operations. According to Brian Troudy, network manager, Corona Norco Unified School District. "Nexsan’s attention to the needs of its customers continues to impress us. The marriage of highly functional storage that delivers as advertised with a knowledgeable on-demand support team gives us the comfort of knowing we made the right choice with Nexsan."

"Nexsan’s support team is fantastic. The company’s support engineers are incredibly knowledgeable, professional and always go the extra mile to ensure our systems remain online with the least possible disruption," said Tony Cartwright, Technical Services Systems team leader, The Brunts Academy. "While Nexsan storage solutions are exceedingly resilient, their technical support is also second to none. I would whole heartedly recommend the company without hesitation to anyone."

With the company’s latest generation of storage systems, Nexsan has expanded its product portfolio to support virtualized infrastructure and cloud computing requirements. As such, the company is delivering enterprise-class services and support to ensure E-Series SAN and NST5000 Hybrid Storage systems are complemented by a proactive service and support experience.

Enhancements and new initiatives include:

• Concierge support: Concierge level support delivers proactive managed services to ensure storage systems are always in peak operating condition. Highlights include 24×7 hardware monitoring and automatic dispatch. A technical account manager is assigned to provide rapid response and address customer requests. Nexsan conducts monthly health checks to keep customer systems in peak condition and provides capacity and performance reviews twice a year.
• Enhanced basic support: Nexsan has upgraded its Basic self-services support level for customer replaceable units with 24 hour software support. As needed, replacement parts are advance-shipped within one business day of diagnosis of a hardware fault. Basic support includes technical support by phone and email during standard business hours. Software/firmware updates are free with this support level. Nexsan includes basic support with all standard warranties.
• Expanded hours and global support: U.S. and international customers now benefit from 24-hour global email monitoring and support. Nexsan has also added local language warranty support in Mandarin, Japanese, German and will soon add support in French.
• Partner-enabled support: Nexsan has added several features to its partner portal to improve global support and enable partners to provide higher service levels. In conjunction with a CRM solution to improve insight and response time, it is also adding the ability for channel partners to log in to the system and manage open tickets, firmware downloads, and access support documentation. The company has also increased the number of level-2 engineers by 20% and level-1 engineers by 33%.
• New service/support facility: In the company’s new support facility, a training center has been added. The support facility provides on-site training availability where regular classes for training partners and end-users are held.

"While Nexsan products have shown to be extremely reliable, having the backing of a strong service and support infrastructure provides the added confidence that our customers look for in a technology supplier," said Scott Mellegaard, Solutions Architect, 3RP and Three Dimensional Resource Planning LLC. "Whether the customer relies on Nexsan Hybrid Storage systems for performance and capacity advantages, efficient active archiving solutions for critical data management, or the company’s high-density E-Series SAN storage systems for multi-purpose computing environments, Nexsan has shown a commitment to stand behind its products."

"In a competitive marketplace, differentiation across an organization’s product line and support is important for growing a loyal customer base. Compared to the industry, we have overseen significant investments in our support staff, programs and services infrastructure to provide a more encompassing and responsive customer experience," said Richard Mussman, COO, Nexsan. "Following this path, we have opened a new training facility for partners and customers in Thousand Oaks, California, increased the number of experienced support staff and expanded the range and depth of warranties and services for customers. These improvements have bolstered the company’s support offering worldwide."

In a recent survey, Nexsan customers reported they were satisfied with the company after purchasing its storage systems. Those IT professionals who were surveyed indicated they would recommend Nexsan storage solutions to colleagues and are likely to purchase the company’s storage systems again.