Nexsan has announced service and support enhancements for its SAN, NAS and Hybrid Storage customers to complement an expanded product portfolio that includes virtualized infrastructure and cloud computing. Nexsan’s new Concierge managed services include 24/7 hardware monitoring and automatic dispatch, enhanced international support, onsite and online training, and global on-demand response from support engineers.
Nexsan has announced service and support enhancements for its SAN, NAS and Hybrid Storage customers to complement an expanded product portfolio that includes virtualized infrastructure and cloud computing. Nexsan’s new Concierge managed services include 24/7 hardware monitoring and automatic dispatch, enhanced international support, onsite and online training, and global on-demand response from support engineers.
This announcement coincides with the opening of Nexan’s new service and support facility in Thousand Oaks, California, which incorporates a training center where classes for both training partners and end-users are held. The facility is staffed by a increased base of engineers and technicians and is intended to service Nexan’s expanded range of services.
Nexan Support and Services
Support and service enhancements are available at several service levels, and are also available through Nexan’s partner channels:
Concierge support: Concierge-level support provides managed services that include a dedicated technical account manager, monthly health checks, and semiannual capacity and performance reviews.
Enhanced basic support: Self-service accounts have been upgraded with 24 hour software support. Replacement parts are advance-shipped within one business day of diagnosis. Nexsan technical support is available by phone and email during standard business hours and can assist with software/firmware updates.
Expanded hours and global support: Nexsan now offers 24-hour global email monitoring with warranty support in Mandarin, Japanese, German, with French warranty support forthcoming.
Partner-enabled support: Channel partners can manage tickets, firmware downloads, and access support documentation. Nexan has increased the number of Level-2 engineers by 20% and Level-1 engineers by 33%.
