Commvault Rolls Out New, No-Cost Customer Support Offers For Business Continuity During COVID-19 Crisis

By Natalie Mead

This week, Commvault announced that it is offering new ways to support customers during the global COVID-19 pandemic. As businesses experience the unprecedented impact of this event, vendors must be flexible and put customers first. That’s what we are doing with these offerings. In short, we want customers to know we’ve got your back.

First, we’re taking pragmatic approaches to supporting customers.

To help our customers continue to operate efficiently and implement critical data protection during the COVID‑19 crisis, we are steadfast in our communications. This includes support for today’s challenges while we also look forward to the ripple effect the pandemic may have on data and business continuity.

Customers will have access to our Critical Alert Program, which is our commitment to maintaining the availability of our leading customer support. Commvault will also provide help with systems monitoring, which is tough to keep up with right now. For customers who opt into our cloud reporting, we will do our best to alert them to unusual changes in their data protection environments, acting as an additional set of eyes.

Second, we’re offering access to best practices to cover training and learning. Access to training expertise and the opportunity to ask technical experts questions are critically important in this moment, so we are opening up certain self-paced learning opportunities and also starting a new Live Experts series. Training offerings include:

  • More than 50 “How To” videos in our extensive eLearning library
  • Self-Paced Courses​
    • The New Commvault Professional eLearning (expected May 1, 2020)
  • “Coffee with Commvault” – Live Expert Sessions and Blog Series
    One of the most popular things we do at our customer events is provide access to our data experts. During this time of lockdowns, social distancing and shelter-in-place, we are going to move this online with a new weekly series addressing today’s most relevant topics, such as:
    • Tape-to-cloud conversion to eliminate the need to physically swap tapes
    • Using Commvault smartphone apps to monitor your environment on the go
    • Configuring Command Center and CommCell consoles without going through VPN
    • OneDrive usage for remote users in place of home directories and protecting files from ransomware and user deletion
    • Modifying data retention at a secondary site and using the cloud as an alternate location
  • Launching new community opportunities through Commvault Connections. We encourage customers to continue to stay active and engage with peers.

These services are available immediately, at no charge, and with no obligation through September 1. Our goal is to prepare customers for near-term challenges and set them up for long-term success, and these offerings are just a piece of what we’re doing to enable our customers to navigate this time as smoothly as possible.

Natalie Mead is Commvault’s VP WW CS Strategy & Programs, Customer Success. She handles both the strategic and operational components of Customer Success, working with Sales Engineering, Professional Services, Enterprise Support, Enablement and Customer Support. Additionally, Natalie ensures Customer Success is fully aligned to the Commvault vision.