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Published: 30 Oct 2012

In the course of my work, I talk to many storage managers and administrators. I hear numerous stories about how big and small companies are coping with such pressing issues as storage growth, regulatory compliance, backup blues and just about anything else that touches a storage environment. Invariably, the conversations roll around to technical support. The impression I've gotten is that technical support varies wildly and has had a profound, polarizing effect on storage professionals--you either love it or hate it. Sometimes, a company gets superior support because it's pitching tons of dough into the coffers of a single storage vendor that shows its gratitude by deferring to the customer's needs. That is to be expected. But some companies with more modest investments also report positive support experiences. Not-so-big spenders may have lucked out by being in a region where the vendor's presence is particularly strong, or maybe they're sophisticated users who can solve most of their own problems. Or perhaps, as one user told me, "The stuff just works." ... Access >>>

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