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.
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
- Proactive troubleshooting
- Extension of your IT staff
- Customized for your environment
- >90% of issues are not product-related
- Hardware failure rates are below industry averages
- Real-time proactive alerting
- 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 PolicyDatrium DVX Limited Hardware and Software Support Period
|DVX Data Node or DVX Compute Node Warranty|
|Datrium Data Node|
|Unlimited Remote Technical Support|
|Proactive Systems Health Monitoring|
|24 x 7 Support Portal Access|
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.
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.