Technical support is considered to be a crucial part of any business that deals with technology, be it as simple as a basic mobile app or as complicated as a defense mechanism. Hence, for every customer incident or ticket raised, technical support should provide a resolution that is complete and does not encourage the re-occurrence of the issue.
In this blog, we will talk about how Vembu ensures an efficient customer experience for BDRSuite customers/users who contact our technical support team.
About Vembu BDRSuite:
Vembu is a leading player in the Backup and Disaster Recovery market for Small/Medium Businesses, Enterprise Businesses, and Service Providers. Our flagship offering – BDRSuite – is a comprehensive backup and disaster recovery software for Data Centers/Private Cloud (VMware, Hyper-V, Windows, Linux, Applications & Databases), Public Cloud (AWS), SaaS (Microsoft 365, Google Workspace), and Endpoints (Windows, Mac). Our solutions are extremely affordable and ideal for businesses of any size.
See How BDRSuite Technical Support Outperforms the Market Leaders in the Backup Industry
At Vembu, we always place our customers first. We understand your challenges related to Business Continuity and the priorities involved in it. Hence, we ensure that our support team responds promptly to any issues or requirements from our customers.
BDRSuite Technical Support stack up against the market leaders in the backup industry. Check out what makes our Customer Support stand out from the rest.
- Delivers 24/7 Responsive Customer Support.
- Swift Responses with turnaround time in minutes
- Highly tailored and intuitive responses for the best customer experience
- Awarded “Best Support” for exceptional support based on our customer reviews
- Assists customers in the most effective and timely manner
- Round-the-clock support for ALL Users – Licensed, Free, and also Trial
- Multi-Channel Support – Email, Phone, and Chat
- Inhouse well-trained team with high expertise
I tested Vembu against Veeam and for the price, Vembu was the better option. I also had a great support experience as I had to contact Vembu twice after mistakes I made. While using Veeam the software was not as intuitive and support responses were not as swift and accurate. – System Administrator
Vembu has been rock solid, fast, and tech support has been top-notch. When it comes to technical support, I haven’t experienced support like Vembu Support in years. They are quick to respond, happy to remotely connect if desired and seem to really understand their product well. Many others I’ve worked with refuse to help, and send responses that have nothing to do with my question or they simply provide a link to a document and basically tell me to read and figure it out myself.” – Datacenter Manager
The other thing that stands out, while it isn’t a feature per se, is support. Any time we have a question, whether we call or email them, we get an amazing response. I did escalate an issue regarding backups but that was the only time that I can remember having to do so. Like everything else, it went extremely well. The follow-up and the level of detail, hands-on, were great. I’ve been in IT for 40 years and it’s not something I’m used to seeing. It has been a nice surprise. – Director of IT
About Vembu BDRSuite Technical Support:
Our Technical Support team is made up of technical experts, who are really knowledgeable and friendly.
Vembu support is impeccable, such great partner support and a brilliant, friendly, and knowledgeable team. – BDRSuite Partner, Information Technology and Services
Support is very good. When you call them or send out a support email, immediately someone responds. It’s really good. They come back with an answer immediately. There has never been a time where they said they wanted to do some research on it. The moment I send them an issue, the guys fix it immediately. – IT Director
We offer technical support through Email, Phone, and Chat.
Our team is available round-the-clock (24/7) to serve and support our global customer base.
There’s a great support team available 24×7 even though you are not a paid user yet! We need great support and they provide 24×7 support, and are fast to resolve issues. – Technology Consultant
Vembu team is giving excellent support to us. They provide 24/7 support. We can reach out to them at any point in time. They are able to address and give proper support for our queries. I would rate them a 10 out of 10. – Project Manager
Vembu Support is available to all users, including those with trial accounts, customers with active licenses, and with support AMC.
My support experience with them has been good. They were responsive (even while I was trialing the product) both times I’ve contacted them. – IT Administrator
We’re committed to going the extra mile and providing the exceptional service that our customers expect.
The support team is terrific. They are Fast and reactive, even willing to go beyond their scope. – IT Administrator
Top Support Metrics used by Vembu:
Average First Reply Time
First Response Time or First Reply Time is defined as the number of minutes, hours, or days between when a customer submits a support ticket and when a customer support executive provides an initial response. It indicates how long a customer has to wait before being helped.
Below are the observations for Average First Reply Time metric of our Technical Support:
- First reply time of Vembu for email support is lesser than 30 mins
- First response time of Vembu for phone support is lesser than 1 min
- Vembu’s average First Reply Time SLA is more than 99%
Support is excellent — At all hours I have submitted simple to complicated questions and I receive responses almost immediately and support assists until issue is resolved. – IT Administrator
Quick Support: support has been quick and helpful when needed. Support has been timely and very helpful. – Information Technology
Their technical support is good and helpful. Their response time is as we expect it to be. If I raise a case, they will come back to me within half an hour to an hour at maximum. – System Engineer
Average Reply Time
Average Reply Time is a key metric where it measures the average time taken for the subsequent replies sent in order to provide a resolution to the customer.
The Average Reply Time of Vembu is less than 2 hours with Vembu’s Average Reply Time SLA being 99%.
The tech support is phenomenal. We were not expecting a fix to happen as quickly as it did. The response time, through everything I’ve experienced so far with them, has been within an hour. – Application Support Specialist
Technical support is fantastic. Responses are normally received within about an hour to an hour-and-a-half. Where something has required escalation, it’s been completed within a few hours. We’ve had very little contact with support, but where we’ve needed it the response has pretty much been a fix the first time. – IT Director
Their technical support is great. It’s top-notch. The turnaround time is quick. The last time I contacted the person I have always dealt with, within a couple of hours he contacted me. It’s not like it’s 24 hours or 48 hours, it’s less than that. It is good. – IT Consultant
Average Resolution Time (L1 & L2 Support)
Time to resolution is the average amount of time taken by the customer service team to resolve a case after it has been opened. It’s usually measured in days or business hours, so it doesn’t factor in the time when the team is off the clock.
While believing in a comprehensive solution for issues ranging from simple to complex, Vembu is able to provide an average resolution within 24 hours.
Their quick support response takes care of one’s unfamiliarity. Vembu support is outstanding, responsive, and quick, with great follow up. The support is superior. – Director of IT
Technical support was very good. We engaged them. They did respond very quickly. We were able to get them in and work through the issues that were there. They did have to go back to the team a couple of times to get some answers for us, but it was certainly no more than one business day between them going back, figuring out what’s going on, and getting back with us. They were very good. – Network Manager
Resolved (L1 & L2 Support) %
Resolved % is a support metric that measures the percentage of tickets resolved by support. The Resolved % of BDRSuite is 97% within the first 48 hours which is very good for niche technical support.
Support is always exceptional, the Vembu engineers are always hands-on and very talented. – Infrastructure Engineer
I have used their support, and I had a very good experience. Vembu’s support is available 24/7. They said that whenever we are ready, we should just send them an email, and they will do a remote session with us, which is what precisely happened. When we were ready, I sent them the intimation that we will be ready in about 15 or 20 minutes, and their support guy connected with it and helped us. – IT Administrator
CSAT Average rating:
Although there are metrics like Net Promoter Score(NPS), Customer Effort Score(CES), one of the most widely known metrics is CSAT (Customer Satisfaction) for which a respondent has to express his/her satisfaction for a certain topic on a score from 1-5. BDRSuite has achieved a rating of 4.75 over a long period of time.
We believe that all metrics and efforts should focus on one thing – providing a permanent solution hence it is no surprise when a customer support team gets its due recognition from the real stakeholders- the customers themselves. See what our customers say about our Technical Support:
The customer support has been awesome and the product has exceeded our expectations. Definitely give it a try. – IT Specialist
If you consider trying Vembu, write everything to the support you need. They are very helpful! – IT-Administrator
Award Winning Technical Support
Vembu BDRSuite Technical Support has been awarded the ‘Best Support’ badge, in the G2’s Mid-Market Grid in the ‘Server Backup’ category.
The G2 describes the ‘Best Support’ badge as – “The Highest Quality of Support product in the Relationship Index earned the Highest Quality of Support rating in its category.”
This honor means that we’ve managed to deliver high-quality, timely, and consistent technical support for our customers across the globe.
Vembu BDRSuite Technical Support Continues to Wow Customers Globally
For years, BDRSuite customers have been singing the praises of our customer support. Over the years, we’ve seen a number of clients talk about how our team is always willing to go above and beyond to solve their issues from technical problems to use-case-related assistance, and even general queries.
Some of the glowing reviews our customers left are listed below:
See How Vembu BDRSuite Technical Support has been One of the Important Decision Factors
Their support is quick at responding as well. Vembu supports is what helped us decide to go with Vembu. – IT Director
The support from Vembu is very, very good. These guys have saved my life two or three times. – CTO
Vembu is an excellent platform with great features and functionality, providing overall excellent value for money. It is supported by a highly knowledgeable support team which makes for a winning combination. – Director
The support teams were professional and well informed and turned a dire situation into a successful restore. My experience with Vembu’s technical teams surpassed my expectations and I am very happy with the results. Their support clearly helped us prevent a substantial data loss. – Director Of Technical Services
The Vembu support team has always been quick to assist when needed. It is nice to know that type of support is available. – BDRSuite Partner, Information Technology and Services
Our Commitment: 24/7 Availability, Prompt Response, & Deliver context-based support
Support is also fantastic, they are quick at responding and very helpful and informative. – Information Technology and Services
I have been an IT manager for 31 years and the support is TOP NOTCH with quick responses. – Senior Information Technology Audit Manager
The support team (when needed) has been super-efficient to help assist and resolve the odd issue that arises. – Manager
The support has been phenomenal, highly knowledgeable, and does not talk down to you – Administrator
Outstanding customer support!!! A++++. thank God the outstanding customer support has always helped the way through. – Consultant
Excellent support with minimal hassle – Senior Engineer
Great customer support team who is quick to answer/resolve issues. – Information Technology
Support is great, they answer to questions 24/24,7/7. – IT Administrator, Financial Services
The product itself is constantly improved and updated, and the Vembu support team is always on hand to assist with problems. Feature requests are taken seriously and usually implemented if the feature will benefit all clients. – IT Administrator
Have had to use support twice. In both times, the issue was resolved on the first try. – Senior Consultant
Tech support is brilliant – These guys always check back to make sure that everything is working the way it needs to be. – BDRSuite Partner, Computer & Network Security
Vembu support is VERY responsive. – Architecture & Planning
Check out detailed BDRSuite reviews at G2, TrustRadius, and PeerSpot.
These wins were the result of customer reviews, so they couldn’t have happened without you! Thank you for sharing your love for our products and our people; we sincerely appreciate it!
Interested in exploring BDRSuite? Request a demo or Download a 30-day free trial here.
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