By Damien Garvey, Technical Account Manager at Backup-Technology
November 27, 2012

Backup-Technology Online Data Backup Expert Tips: Online Backup – Does your Chosen Provider Offer the Support you need?

As the online backup market has significantly grown in the last decade, it has become more saturated and competitive with a host of different providers all claiming that their solution is the one for you. Due to the range and variety of solutions that are currently available, a key factor to be considered when making your decision about which solution to utilise is the level and quality of support that will be available.

Due to the sheer range of data backup solutions that are currently available in the market, from solutions aimed at the home user market to those targeting large businesses and enterprises, it is more than likely that you will require some sort of support within the year.

The support that is offered by different backup providers varies massively from those who offer a fully managed service with telephone and email support available 24/7 to those who simply offer the software and no proactive support to help resolve any issues. It is therefore vital that before you decide to utilise a backup solution, you know the type and amount of support that you will receive.

Utilising a solution where no proactive support is offered can be very risky. If you are expected to set up and configure the software yourself, it may result in backups failing and you remain none the wiser until you need to restore a file or folder. In many instances, by the time you realises that everything isn’t working as you need it to be, it is too late as the data isn’t available for restore.

The next step up from this is providers who only offer support via email and promise to respond within a time period. This can be very frustrating as you can be sat around waiting all day for a response to your problem or even receive a response the following day to only be asked more questions regarding your issue. Support via email only can be very slow and it can take days in order to come to a resolution. In the event of an emergency, this can be very frustrating and can significantly affect the running of your business.

There are also providers who offer both telephone and email support. This can be very advantageous, especially in the event of a disaster as immediate support and reassurance is available. The reassurance of knowing that if you have any questions, queries or problems, they can be quickly answered and solved within a short period of time which can go a long way in reducing the amount of disruption experienced in the event of a disaster.

If you are looking for a new data backup solution and feel that you will need a high level of support, some key questions to ask the provider is the type of support that would be available. Another key question to consider asking is the length of time that the provider has been using the product and their overall knowledge of it. If they have been proactively using one product for a number of years, a good knowledge base of the software should have been established. Therefore a resolution for any problems should be offered much more quickly if the problem has been dealt with in the past.

It is very important to understand what the provider is offering support wise and that you are comfortable with the level of support that you will receive whilst utilising their backup solution.

About the Author: Damien Garvey is a Technical Account Manager at Backup-Technology, an Asigra powered cloud backup and disaster recovery solutions provider.

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