Tech Support Cracks the Case: Practice Makes Perfect
Recently, a large provider of health insurance almost gave up on NetBackup as its disaster recovery solution-of-choice. But the vigilant support of Symantec technical specialists and engineers helped restore the company’s confidence in NetBackup disaster recovery abilities. A NetBackup challengeTech Support Cracks the Case: Supporting Success
Many technical support cases can be mission-critical with significant business assets at stake. When a Symantec sales team found itself head-to-head against a competitor for a million dollar NetBackup deal, they called on tech support for answers—and help. Jaime, a NetBackup support specialist, picked up the call.Tech Support Cracks the Case: Quick Turnaround through Teamwork
In some cases, frontline technical support encounters an issue it just doesn’t have the resources to solve. In a recent case, a large, multinational electronics manufacturing customer called in with NetBackup problems. A number of its backup processes had stalled, leaving running backups unfinished and new backups unable to start.Tech Support Cracks the Case: "Sprechen Sie NetApp?" Symantec does—and solves a backup problem quickly
If you speak German, you can call Symantec Enterprise Support Services and within minutes, you'll hear "Was ist los?" ("What’s the problem?") Finding a German-speaking storage system—that’s a little harder. Backup jobs were crashing—but no one knew whyTech Support Cracks the Case: Saving Information Even After It's Expired
A communications company was using Veritas NetBackup to protect a large and vital database. However, the database failed in production, so the company's IT administrator needed to restore it. Since there wasn't enough space to restore the database to its original, default location, she needed to restore it to a different drive.Tech Support Cracks the Case: No Backup When Disks Fill Up Too Quickly
After upgrading to NetBackup 6.5, a customer began to notice that his backup disk was filling up too quickly and backup jobs were failing. The customer contacted Symantec tech support because he thought the problem was a result of the upgrade.Tech Support Cracks the Case: Fast Fixes Without the Finger Pointing
This is about a federal agency—one of the biggest—that faced big IT problems. A 12-million-dollar product implementation ground to a halt and 22 problem reports were opened within two weeks. Then within those same two weeks, all 22 problems were solved by Symantec Enterprise Support Services. Thirty cases overall have been solved within three months.