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Enterprise Success Program (ESP)

The Enterprise Success Program (ESP)

Providing 360+ Enterprise customers with Commvault experts, responsible for maximizing the value and benefits of their Commvault platform.

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ESP Overview

“To be our customers most trusted advisors”

Your business data is the key to your success. The Commvault solution is more than just industry-leading data management software. It’s a strategic investment. Maximize your return with Commvault Enterprise Success Program. Commvault’s paid Enterprise Success model aims to align Commvault’s capabilities to your business initiatives and helps you drive the best outcomes.

We proactively monitor your environment to ensure you get the most out of the solutions you own, provide insights into Commvault’s roadmap, and highlight features that will benefit your business most. We also proactively identify ways we can deliver incremental business value, from Core to Metallic.

Drive customer
journeys

Onboarding and Improve business goal solutions to better advocate for faster time to value. World class support and regular point of contact to improve product adoption and functionality.

Personalize
experiences

Deep understanding of your environment including custom success plans created by trusted advisors using best practice guidance.

Predict issues &
proactively guide

Enable business process improvement and proactively plan for growth to help maintain optimal performance, using health metrics monitoring

Expertise

A specialized team of seasoned Commvault professionals focused on helping you meet your key Commvault objectives & reduce your risk profile. A single point of contact readily available to help with all your Q&A needs.

Insights & Visibility

Deep understanding of your environment including custom success plans created by trusted advisors using best practice guidance.

Unique Understanding

Enable business process improvement and proactively plan for growth to help maintain optimal performance, using health metrics monitoring

Enhanced

Enhanced
“Front of the line” visibility for break-fix issues and escalation management.

Success Services

Commvault technical consultants ensure that your data management environment is designed for optimal results, configured quickly, and is easy to maintain.

Enhanced service level objectives (SLO)

Improved incident response times for customers subscribing to Guided Success (SAM), ESP Elite, & Dedicated Success programs, who also benefit from exclusive access to “SEV0” incidents.

Note: SLOs apply to Core product only

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Exclusive roadmap sessions

Bi-yearly key events include enterprise success NPS surveys, exclusive roadmap webinars, product releases, and one ad-hoc extra roadmap session per year.

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Total customer
success

There are many other teams within Commvault that are here to help: Worldwide support, development, education, enablement, professional services, and sales engineering.

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Dedicated Success

The Dedicated Success offering provides a dedicated Technical Account Manager (TAM), a strategic advisor as well as a remote Success Account Manager (SAM), a tactical liaison between the customer and Commvault Support/Engineering teams.

Key Benefits

Dedicated Technical Account Manager (TAM)
Remote Success Account Manager (SAM)
Proactive and predictive approach
Business process improvements
Detailed reporting and metrics
Enhanced Service Level Objectives (SLOs)

With Dedicated Success, organizations can expect to:

Have up to 100% of their TAM’s time dedicated to them
Engage with their SAM remotely or in-person
Benefit from personalized access to tactical help
Engage with a team who is their “Commvault Champion”
Learn from recommended practices on how to best achieve success
Gain access to useful information via Commvault Community and various events throughout the year
Take advantage of optional service credits for training, projects and other ad-hoc PS engagements
Receive monitoring of their environment, providing frequent updates (requires upload to Commvault Cloud)

Elite Plus Success

The Elite Success Plus offering provides additional time allocation from your Technical Account Manager (TAM), who serves as your strategic advisor and consultant as well as a remote Success Account Manager (SAM), who acts as a tactical liaison between your team and Commvault Support/Engineering teams.

Key Benefits

Assigned Technical Account Manager (TAM)
Remote Success Account Manager (SAM)
Proactive and predictive approach
Business process improvements
Detailed reporting and metrics
Enhanced Service Level Objectives (SLOs)

With Elite Success Plus, organizations can expect to:

Have a TAM 50% allocated to them
Benefit from personalized access to tactical help
Receive active monitoring of their environment, providing frequent updates (requires upload to Commvault Cloud)
Have issues proactively moved forward within Commvault
Engage with a team who is their “Commvault Champion”
Learn from recommended practices on how to best achieve success
Gain access to useful information via Commvault Community and various events throughout the year
Take advantage of optional service credits for training, projects and other ad-hoc PS engagements
Engage with their SAM remotely or in-person

Elite Success

The Elite Success offering provides an assigned Technical Account Manager (TAM), who serves as your strategic advisor and consultant, as well as a remote Success Account Manager (SAM), who acts as a tactical liaison between your team and Commvault Support/Engineering teams.

Key Benefits

Assigned Technical Account Manager (TAM)
Remote Success Account Manager (SAM)
Proactive and predictive approach
Business process improvements
Detailed reporting and metrics
Enhanced Service Level Objectives (SLOs)

With Elite Success, organizations can expect to:

Have up to 20% of their TAM’s time allocated to them
Benefit from personalized access to tactical help
Receive monitoring of their environment, providing frequent updates (requires upload to Commvault Cloud)
Have issues proactively moved forward within Commvault
Engage with a team who is their “Commvault Champion”
Learn from recommended practices on how to best achieve success
Gain access to useful information via Commvault Community and various events throughout the year
Take advantage of optional service credits for training, projects and other ad-hoc PS engagements
Engage with their SAM remotely or in-person

Guided Success (SAM Only)

The Guided Success SAM offering provides a remote Success Account Manager (SAM), who acts as a tactical liaison between the customer and Commvault Support/Engineering teams.

Key Benefits

Remote Success Account Manager (SAM)
Proactive and predictive approach
Detailed reporting and metrics
Enhanced Service Level Objectives (SLOs)
Enhanced Support experience
Roadmap Webinar & Ambassador Sessions

With Guided Success SAM, organizations can expect to:

Benefit from personalized access to tactical help
Have issues proactively moved forward within Commvault
Engage with a resource who is their “Commvault Champion”
Gain access to useful information via Commvault Community and various events throughout the year
Take advantage of optional service credits for training, projects and other ad-hoc PS engagements
Receive monitoring of their environment, providing frequent updates (requires upload to Commvault Cloud)

Guided Success (TAM Only)

The Guided Success TAM offering, provides an assigned Technical Account Manager (TAM), who acts as strategic advisor and consultant for our customers.

Key Benefits

Assigned Technical Account Manager (TAM)
Proactive and predictive approach
Business process improvements
Critical Care Reviews
Roadmap Webinar & Ambassador Sessions

With Guided Success TAM, organizations can expect to:

Have up to 20% of their TAM’s time allocated to them
Engage with a resource who gains a deep understanding of their overall environment and mission.
Learn from recommended practices on how to best achieve success
Gain access to useful information via Commvault Community and various events throughout the year
Engage with their TAM remotely or in-person

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(ESP) Net Promoter Score

Out of 300+ surveys with our customers, we received a world class net promoter score of +79 NPS

We understand that your experience with our products and services is paramount. That’s why we rely on the Net Promoter Score (NPS) as a key metric to gauge customer satisfaction.

Feedback through NPS is invaluable in shaping the future of our solutions and ensuring that we provide the best possible experience for our customers.

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Forrester names Commvault a leader in data resilience solution suites.

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The Enterprise Success Program (ESP)