Does commvault have enough techs on staff?

Last post 07-01-2011, 1:52 PM by bobbyd. 3 replies.
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  • Does commvault have enough techs on staff?
    Posted: 06-30-2011, 3:20 PM

    For the second week in a row we have had issus with our Dedupe database.  Last week a co worker of mine managed to get support to re-build the DB, which took all evening.  The following morning we had continuing issues so I tried reaching the person who had helped my co worker.

    I left messages.  I updated the case log.  I called the hotline and asked to speak to the next available tech.  Sometime late that afternoon I discovered that the person who had helped the day before was off that day.  This is fine except my case (high priority) was left with no support.

    I emailed my sales rep and asked if he could help.  Soon after I received a call from a support engineer that assisted me.

    Today I opened a ticket at 8:40am.  I uploaded logs, etc.  I received a response shortly before 11am indicating that the support person was examining my logs and would get in touch with me.  He finally got in touch with me at 3:23pm after several calls and requests for assistance.

     

    Seems like they need more staff.

  • Re: Does commvault have enough techs on staff?
    Posted: 06-30-2011, 3:28 PM

    Christopher,

    Sorry to hear about this delay and I'm certain we're staffed appropriately.

    I will jump in here and see why there is so much back and forth.

    Regards,

    Stephen

  • Re: Does commvault have enough techs on staff?
    Posted: 07-01-2011, 11:55 AM

    Support collected logs at 4pm yesterday.  Informed me he would be in 10am today (works 10-7).  As I had not heard back yet and my time for getting to the bottom of this high priority (8:40am yesterday) issue is running out,  I called.


    Spoke to support and was told they were still looking at logs.  The same logs they had at 4pm yesterday.  Feels like tells me they just started looking when I called.

    As I began the process by stating that the problems are almost identical to what we experienced last week, when our dedupe db was corrupt, I still fear this will be the case this week as well.  I know the rebuild takes nearly 24 full hours so, had it been begun we coul dhave finished it in time for the weekends upcoming backups to not be effected.


    I hope there is some other resolution or fix that can be discovered in those log files.  They have sure had enough time to go through both them and the onese I sent just after 8:40am yesterday.

  • Re: Does commvault have enough techs on staff?
    Posted: 07-01-2011, 1:52 PM
    Christopher – Thanks for the post. As I understand it the team is actively working the issue live. Some issues are more complex than others and take more time to analyze. From a staffing perspective CommVault is committed to our customers as customer satisfaction is our #1 goal. We have and will continue to invest heavily in the support organization well into the future. Your feedback is important and very much appreciated.
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