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NetBackup, Avamar top choices for backup apps again

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Technical support

Enterprise technical support rankings

Enterprise. IBM has established

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an enviable track record of getting high marks for technical support, frequently finishing in the top three for the category on many Quality Awards surveys. Tivoli Storage Manager’s 6.25 was enough to edge out NetBackup’s 6.20 for the top category spot, highlighted by four statement wins. NetBackup, EMC NetWorker and CommVault Simpana each notched top statement marks, too. Tivoli Storage Manager was the only product to get all 6.00-plus scores, anchored by a 6.43 for delivering support services as promised.

Breaking down the numbers

  • Smarts count: IBM was tops for knowledgeable support personnel (6.38) and third-party partners (6.34).
  • CommVault scored highest for “Vendor supplies support as contractually specified” (6.61); Symantec NetBackup was the leader for good documentation, while EMC’s statement win came for providing adequate training.
  • No surprises: The best full-group statement score was a 6.32 for providing support as contractually specified.

Midrange technical support rankings

Midrange. Dell AppAssure (6.41) just missed unseating reigning technical support champ EMC Avamar (6.44) as the two products split statement supremacy -- six for Avamar and two for AppAssure. But there were other excellent technical support category scores, too, with Veeam (6.19) and Acronis (6.04) joining the 6.00 circle. Backup Exec just missed (5.95) to finish fifth, and CA and Microsoft put up their best numbers in this category.

Breaking down the numbers

  • EMC Avamar’s scores weren’t just high, they were very consistent, ranging from 6.20 (“Support issues rarely require escalation”) to 6.63 (“Vendor supplies support as contractually specified”).
  • Dell did very well on problem escalation (6.75), in addition to having knowledgeable partners (6.58) and delivering support as promised (6.50).
  • Veeam’s all-6.00 performance was highlighted by a couple of 6.39 marks for supplying support as contractually specified and for having a knowledgeable support staff.

This was first published in June 2012

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