Datasheet
Highlights
®
CommVault Business
Critical Support offers
customers significant
business value including:
1. Best-in-class,
personalized Customer
Support: leverage
technical expertise and
service excellence to
quickly address issues and
maximize Simpana
software investment.
2. Single Point of Contact
into Customer Support:
highly
technical
and
enterprise focused, the
Support Account Manager
(SAM) liaises with the
CommVault
team
to
provide rapid response on
issues
and
predictive
trending on incidents.
3. Industry-leading initial
response/resolution
times: choose specific
options from 15 minutes/12
hours to one hour/24 hours
to meet your operational
service levels.
4. Customer web portal:
encompassing a complete
view of support
performance, services
history, training
certifications and more. An
operational vista from
which you, your SAM or a
TAM can conduct an ondemand business review.
CommVault® Customer Support Services:
Business Critical Support
Overview
As an industry-leading software vendor focused solely on data management, CommVault is in a
unique position to provide innovative solutions for managing, accessing, and protecting data. Our
commitment to our customers and our superior Customer Support are unsurpassed in the industry.
Our goal is to increase each customer’s competitive edge through the reduction of unnecessary
and costly downtime. To achieve this we continuously listen to customer needs and are always
expanding the scope of our Customer Support Services to meet new challenges. Our highly-skilled
Support experts are available to help resolve day-to-day issues quickly and effectively.
We’ve taken this process for Support Excellence to its highest level with Business Critical Support
(BCS).
Comprehensive Range of Business Critical Support Options
CommVault® Business Critical Support (BCS) enables customers to leverage the full value of our
support partnership with you by optimizing data protection and management operations. BCS adds
a specialized team of Technical Account Managers (TAM), an assigned Support Account Manager
(SAM), and a set of innovative tools to accomplish that mission. Recognizing that customers have
differing requirements for support, CommVault offers a range of BCS options, each ascending level
providing an increased scope of delivery. Further details regarding each of these levels can be
found on the following page.
Service Level-based Care for Mission Critical Environments
Business Critical Support evolves with feedback from our many customers who required service
level-based care to meet the needs of their mission critical environments of varying sizes and
complexities.
The BCS offerings include priority case-handling and provide accelerated service level agreement
targets for support delivery, enabling critical parts of a customer’s business to perform at optimum
levels. Customers select the best BCS level to meet their operational service level requirements-from one hour response / 24 hour resolution to 15 minutes / 12 hour resolution. In the event that a
Severity 0 or Severity 1 issue occurs, customers will receive a response and resolution that meets
their chosen service level.
Depending on your BCS level, you have access to a shared SAM or have one dedicated to your
account. Working in concert with the TAMs, the SAM focuses on issue resolution by monitoring
day-to-day operations and operational trending using our vast expertise, proven procedures and
®
ROMS reporting to solve issues, present status and highlight operational trends that may become
problematic—all crucial ingredients for optimized mission critical operations.
Business Critical Support Offerings
The following is a high-level summary the features included in each BCS Support level.
Datasheet
KEY CAPABILITIES AND BENEFITS
LEVEL
Bronze
Gold
DESCRIPTION SUMMARY
•
Business Critical Support Level Agreement (SLA)
•
Gold level ROMS monitoring
•
Assigned Support Account Manager (SAM) during
business hours
•
Minimum 3 month engagement
•
Priority issue handling and SAM-managed escalations
Bronze level BCS features, plus:
•
•
Onsite executive report once per year
Assigned SAM 24X7
•
•
Tailored support integration
Onsite TAM – up to 2 visits per year
•
•
Weekly reporting of open issue status
Analytical Monthly and quarterly reporting
®
Gold level BCS features, plus:
Gold+
•
Provides customers with Platinum SLA's
•
Executive reporting monthly and quarterly
•
Severity 0 SLA
•
Support CommCell® Analysis
•
Assigned TAM - up to 10 onsite days per quarter
Gold+ level BCS features, plus:
Platinum
•
Dedicated SAM
•
Enhanced feedback to product management
•
Severity 0 & 1 SAM early involvement
•
•
Weekly issue status conference call
SAM/TAM help for DR testing and CommServe
system version upgrade
•
Assigned SAM and TAM - up to 5 TAM onsite days per
month
•
5 days of a Residency Support Engineer (RSE) onsite
per year
•
Multi-theatre,fully global BCS coverage
Platinum level, plus:
Global Platinum
•
Service Level Agreements
for Any Enterprise
10 days RSE onsite per year (total for all sites)
®
BCS BRONZE
GOLD
BCS GOLD+
PLATINUM
GLOBAL PLATINUM
One Hour Response
Objective
One Hour Response
Objective
15 Minute Response
Objective
15 Minute Response
Objective
15 Minute Response
Objective
24 Hour Resolution
Objective
24 Hour Resolution
Objective
12 Hour Resolution
Objective
12 Hour Resolution
Objective
12 Hour Resolution
Objective
CommVault Support
Expert Call Assignment
Priority Available
Engineer
Priority Available
Engineer
Priority Available
Engineer
Priority Available
Engineer
Priority Available
Engineer
Business Critical Coverage
5 x 12, Local Geo
24 x 7 x 365, Local Geo
24 x 7 x 365, Local Geo
24 x 7 x 365, Local Geo
24 x 7 x 365, Multi Geo
Industry Leading Initial Response
and Resolution Objectives for
Severity 0 and Severity 1 Issues
For more information about Simpana® software modules and solutions,
and for up-to-date system requirements, please visit www.commvault.com
www.commvault.com ▪ 888.746.3849 ▪ info@commvault.com
CommVault Worldwide Headquarters ▪ 2 Crescent Place ▪ Oceanport, NJ 07757
Phone: 888-746-3849 ▪ Fax: 732-870-4525
CommVault Regional Offices: United States ▪ Europe ▪ Middle East & Africa ▪ Asia-Pacific ▪ Latin America & Caribbean Canada ▪ India ▪ Oceania
©1999-2013 CommVault Systems, Inc. All rights reserved. CommVault, CommVault and logo, the “CV” logo, CommVault Systems, Solving Forward, SIM, Singular Information Management,
Simpana, CommVault Galaxy, Unified Data Management, QiNetix, Quick Recovery, QR, CommNet, GridStor, Vault Tracker, InnerVault, QuickSnap, QSnap, Recovery Director, CommServe,
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