BakBone With a New Community Support Portal

BakBone Software is helping customers maximize their BakBone investment with a new Community Support Portal. Based on input and testing from BakBone customers, the portal provides a single point of access to streamline all support resources, including BakBone user forums, documentation and tutorials, announcements, training updates and professional services. Customers also have access to social media tools, including technical blogs and how-to videos, and the ability to network with other BakBone customers. The portal builds on BakBone’s commitment to providing customers with an integrated and powerful data protection solution.

“BakBone’s support portal has been the most efficient type of support service I have ever used in both personal and work-related efforts,” said Tina Cecil, system administrator, U.S. Army Corps of Engineers. “It is a huge help to find a company’s forums, support requests and knowledgebase links all in one easy-to-use area. You do not have to drill down or over or under to find the related tags. I really appreciate this and the awesome, lighting-fast responses BakBone gives to my support requests.”

BakBone’s support organization works closely with the company’s research and development efforts to incorporate customer feedback into ongoing product development and support tools, which plays a pivotal role in document creation and product testing. The company continues to see strong customer maintenance growth worldwide and is continually making improvements to the customer support process and tools.

The Collective Group, provider of enterprise-class IT services and solutions to large and mid-size companies worldwide, sees the benefits of the new portal. “There are so many vendor portals out there that make it almost impossible to find the information that you need,” said Bill Huff, CTO, The Collective Group. “BakBone’s portal has always been better than most in that regard and now it is even better. In addition to having immediate access to the knowledge base, support cases, documentation and tutorials, you have access to a community forum to collaborate with other BakBone users. I have already been able to glean information about features that I was not aware of by simply reading forum postings.”

“Delivering best-in-class support is a priority for BakBone,” said Ken Hudak, vice president, Global Technical Support and Operations, BakBone. “We are always looking for new ways to embrace our customers, and the new portal unites all our support resources under one umbrella. This simplifies and enhances the user experience to ensure that we continue to deliver reliable service and rapid responses to meet customers’ diverse support needs. BakBone’s strong worldwide track record in support is one of the leading reasons organizations trust us with their data. The portal is the evolution of our ongoing commitment to our customers. It gives customers easier access to support resources and opportunities to network with other BakBone customers, participate in online forums and share technical suggestions.”

BakBone customer, Starz Animation, uses NetVault: Backup to protect its high-end computer-animated motion pictures, DVDs, TV series, shorts and visual effects. “We’ve been relying on BakBone for over a year to protect our data. BakBone listens to their customers and actually incorporates the feedback into improving the customer experience,” said Simon Chang, senior systems administrator, Starz Animation. “The new support portal works well and we’re pleased to have a single login to access all of our BakBone resources.”