At Commvault, support exists for one reason: to solve customer challenges as quickly and confidently as possible. Every process we refine, every tool we introduce, and every investment we make is guided by that goal – helping customers feel supported when it matters most.
Over the years, we’ve learned that great support isn’t just about resolving tickets. It’s about clarity during high-pressure moments, honest communication, and building trust that lasts beyond a single interaction. Those lessons have shaped a support ecosystem designed to move fast without losing the human connection.
Human Expertise, Amplified by AI
Speed and empathy don’t have to compete. That’s why our approach to AI is built around partnership, not replacement. AI helps us move faster; people are dedicated to making sure we move wisely.
Arlie, our AI-enabled support assistant, analyzes logs, recognizes patterns, and surfaces insights early – often before issues escalate. Customers can use Arlie directly to find answers in real time, while our engineers use those same insights to focus less on data gathering and more on understanding each customer’s unique environment.
This balance matters. Support interactions often happen during moments of risk or stress, when customers want reassurance that a real person is invested in their success. By handling the repetitive and time-consuming tasks, AI creates space for meaningful conversations – the kind that build confidence and trust.
The Team Behind Every Resolution
Behind every fast resolution is a global team of highly skilled engineers who continuously learn, collaborate, and share knowledge. Our Center of Excellence model allows expertise gained in one region to strengthen support everywhere, ensuring customers benefit from collective experience – not just individual cases.
Training, certifications, case reviews, and simulations are part of everyday life for our support teams. This preparation means that when a ticket arrives, engineers respond with clarity, purpose, and deep technical understanding across cloud, storage, backup, databases, and security.
AI strengthens this model even further by capturing insights from past cases and making them instantly accessible, so knowledge never stays siloed.
A Support Experience That Keeps Evolving
The result is a support experience that feels both efficient and personal – one where customers can self-serve when they need speed, connect with experts when they need guidance, and trust that every interaction is backed by experience, empathy, and continuous learning.
We’re continuing to invest in proactive monitoring, smarter self-service, and learning paths that help customers and engineers grow together. Progress is ongoing, but the direction is clear: faster resolutions, stronger partnerships, and support that customers can truly rely on.
If you’ve interacted with Commvault Support recently, we’d love to hear your feedback. Thank you for being a Commvault customer and for providing insights that help us keep improving – for every customer, every day.
