Industry-Leading Customer Support

With a Net Promoter Score of 93 and an overall customer satisfaction score of 98%, we help you resolve problems quickly, so you can focus on running your business.

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Proactive Customer-First Approach

We know you have no time to waste chasing down issues. That’s why we provide zero admin overhead. Automatrix monitoring and alerting is integrated with our support systems, helping us to identify issues and reach out to you before you’re aware of the problem – 70% of our cases are proactive.

Our resolution process is holistic and includes the entire data management platform from primary storage, backup, disaster recovery, encryption, and mobility across the data center and hybrid cloud. Datrium is an active TSANet member, so we can initiate multi-vendor support cases when needed to resolve issues quickly.

World-Class Customer Satisfaction
  • NPS 92, CSAT 98%
  • Global coverage
  • Fast problem resolution times
  • Seamless escalations
High-Touch Model
  • Proactive troubleshooting
  • Extension of your IT staff
  • Customized for your environment
Product Maturity
  • >90% of issues are not product-related
  • Hardware failure rates are below industry averages
  • Real-time proactive alerting
Customer-First Approach
  • Always ready to engage – call us at +1 (844) 876-7877
  • Customers are #1 in our Engineering team priorities
  • Executive support for “whatever it takes”

Customers Love Datrium Support

“With Datrium, we get the right people on the line rapidly. Support is phenomenally good.”

–Benjamin Craig, EVP and Chief Information Officer, Northrim Bank

“Hands down, I would have to tell you that I have never received better support from any organization in my 35 years in IT – ever!”

–Darel Stokes, IT Director, Panda Energy

“Support has been enterprise-level. Datrium even spotted a problem occurring with another vendor and called immediately.”

– Bobby Phimmasane, Director of IT, Competitor Group

World-Class Customer Service
We Partner With You

Our Technical Support and Engineering staff have decades of expertise in virtualization, networking, storage, and compute. We’re well versed in the art of troubleshooting servers, network components, virtualization hosts, and storage systems.

Datrium Warranty and Support Policy

Datrium DVX Limited Hardware and Software Support Period
DVX Data Node or DVX Compute Node Warranty
1 year from the date of shipment by Datrium to Customer
Software Support 24×7 Software Support included with subscription

Support Offerings

Hardware Support
BASIC PREMIUM
Datrium Data Node
Next Business Day parts delivery
Four hour parts delivery
Datrium Compute
Node Next Business Day parts delivery and replacement
Four hour parts delivery and replacement
Non-Returnable Disk
Option for non-returnable disk service OPTIONAL OPTIONAL
Spares Kit
On-site spares kit for Field Replacement Units (FRU’s) OPTIONAL OPTIONAL
Software Support
BASIC PREMIUM
Software Updates
Access to major, minor, maintenance, and patch releases via product GUI
Technical Support
BASIC PREMIUM
Unlimited Remote Technical Support
Normal business hour support for non-critical events
24/7 support for severity one issues
Proactive Systems Health Monitoring
Normal business hour monitoring for non-critical events
24/7 monitoring for critical events
24 x 7 Support Portal Access
Documentation, Knowledge Base, Case and Installed Base Management

Any product version changes occur during Maintenance windows. For more details, see the Datrium Support Policy.

To learn more, download the Customer Service datasheet.

We’re Here to Help

Get access to well-trained experienced professionals with deep product knowledge and real-world experience who can help your team resolve issues with Datrium products.

  • Log in to the Customer Portal
  • Docs
  • Release Notes
  • Knowledge Base
  • Technical Bulletins

See How We Do It

We can help your organization get modern DR in an easy-to-use SaaS solution that eliminates the cost and complexity of traditional DR solutions. We provide cloud-native, on-demand DR with instant RTO for all your VMware workloads. You can be confident that your data is secure in the cloud or on premises and protected against ransomware attacks.