Backup and Recovery

Why Customer Support Is So Important in Backup and Recovery

Kasia Galazka
|
Content Marketing Manager
February 18, 2022

There are no weekends or holidays when it comes to data incidents. Every attack, line of code, and integration merge can result in losing access to your SaaS data. And when the pressure is on, you need complete trust in your vendor to help you return to business as usual – fast.

That’s why customer support is one of the biggest factors to consider when you evaluate potential backup and recovery solutions. But where do you start?

In the Buyer’s Guide for Backup and Recovery, you’ll find tips for choosing a backup and recovery partner, including key questions you can ask vendors about Customer Support:

  • What kind of support is available should I need to restore data?
  • In the event of an emergency, how do I submit a ticket? Can I do it via email or call in
  • What support options and SLAs do you offer?
  • How big is your customer service org?
  • Is your support team certified by Salesforce? What credentials do they have?
  • Where are your support agents based? Can they support a global organization like ours with employees all across the world or in a specific country/region?

We asked Gadi Vered, Vice President of Customer Support at OwnBackup, about what makes our support stand out, since OwnBackup has earned over 400+ five-star reviews in the Salesforce AppExchange — and is positioned as a leader in the G2 Grid for SaaS backup software:

What kind of support is available should I need to restore data?

Gadi: OwnBackup offers two Support levels in its Success plans: Standard and Premier. The Premier plan includes all features of the Standard plan, plus 24/7 coverage and prioritized case SLA and routing. Check out our Customer Support Policy for more details about each level.

In the event of an emergency, how do I submit a ticket? Can I do it via email or call in?

Gadi: Your emergency is our priority, and we make sure that your data loss or corruption emergency in production is the highest priority. With the Premier plan, we’ll call you back within one hour, 24/7, 365 days a year.

The best way to reach us is through a “Call Back Request” case through our Customer Portal or web form on our support site. You can also email support. However, requesting a callback signals to our team that you need urgent support. We’ll process it within the SLA for first response high-priority cases per your plan type.

What support options and SLAs do you offer?

Gadi: OwnBackup offers a multi-channel support service, so I’ll name a few. You can:

Premier Support customers can expect a prioritized SLA for first and subsequent responses 24/7/365.

How big is your customer service org?

Gadi: We have over 20 people between our Technical Support and Implementation teams, which we plan to double by the end of 2022. This way we can continue to support OwnBackup’s growing base of 4,500 customers.

Is your support team certified by Salesforce? What credentials do they have?

Gadi: Our hiring process looks for the best individuals with technical support experience, hands-on knowledge, and certifications in the areas we need to be experts.

Salesforce certifications are a starting point for supporting that ecosystem. We pride ourselves on hiring certified persons or certifying them during their ramp-on period with us. Our staff also has experience in Microsoft Dynamics, AWS, cloud security, and more. Learning is an ongoing process we care deeply about, and we continue to hone our toolset to provide best-in-class service.

Where are your support agents based? Can they support a global organization like ours with employees all across the world or in a specific country/region?

Gadi: Our customers may need us at any time, so we are ready to go and assist anytime, anywhere.

Our global team covers our Premier customers 24/7, first and foremost. We have centers in the US and EMEA covering most weekday hours organically. We also have an on-call real-time rotation that ensures we’re committed to our SLA at any time.

 

What our customers say

“Been using OwnBackup for almost 2 years now. The onboarding process was seamless, the support team went through the setup and training in a clear and concise way.”

“Unbelievable support, went above and beyond!”

“Training has been fantastic and support is just a few clicks away. I highly recommend this service!”

Source: Salesforce AppExchange

 

Get started with OwnBackup

System outages, cyberattacks — even a tired employee — can disrupt business. With OwnBackup, you proactively protect your mission-critical data with automated backups and rapid, stress-free recovery.

Reach out to us to keep the conversation going, or check out our Buyer’s Guide to Backup and Recovery for more helpful tips.

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