STORServer Reports 97% Renewal Rate

STORServer, Inc., provider of data backup solutions for the mid-market, has achieved a 97 percent renewal rate on its appliance Solution Support services contracts throughout 2011.

Although the company has boasted 90 percent and higher renewal rates on its Solution Support services since 2004, the 2011 renewal rate marks the highest overall retention of customers in STORServer’s history. The company also reports a comparable renewal rate for its software offering support.

"STORServer offers the best support services in the industry," said Tim Woodward, information technology manager for S&D Coffee. "When you’re dealing with any kind of technology, there will inevitably be an issue you need to solve or question you need answered from time to time. The STORServer team is always quick and responsive, and that’s exactly what we need in this type of business."

STORServer offers a suite of enterprise backup appliances, plus software and services for IBM Tivoli Storage Manager (TSM) customers that solve backup, archive and disaster recovery challenges.

With STORServer Solution Support, customers have one number to call for any hardware or software issues that arise. Customers work directly with solution experts who are familiar with their environment and will diagnose and resolve the issue. STORServer offers support options designed to meet various customer needs—all of which are fulfilled with a single phone call.

"Thanks to STORServer’s excellent support, I have one less thing on my plate to worry about," said Naumaan Dawood, systems administrator for Sherwood Food Distributors. "Whenever an issue arises, I know help is just a call or email away, and is available 24/7."

STORServer Solution Supports offers:

• One call to STORServer for all complete solution support
• Remedial assistance
• Diagnostic support of the environment
• Remote dial-in diagnostics
• Online customer access to tracking of support calls
• Knowledge base search
• Support calls logged online or by phone
• Guaranteed four-hour response time

"Our support is at the core of our customer success," said Bill Smoldt, president of STORServer. "Our customers renew their support for the STORServer Backup Appliance and software offerings at an incredibly high rate, and that is something we’re very proud of."