No one likes being held hostage by high licensing costs and “innovation” that doesn’t keep up with day-to-day realities. Even worse, the support legacy NAS users do get has a way of becoming exorbitantly expensive three years into the relationship.
Here’s how Qumulo is rewriting Customer Success rulebook:
Qumulo Care pairs you with a dedicated Customer Success Manager (CSM) who has years of actual storage management experience. Our CSM’s aren’t trained to read a phone script and pass you off – they’ve got deep experience working with scale-out file systems and their respective industry standard workflows and applications.
Your dedicated CSM will:
Qumulo Care Cloud-Based Monitoring proactively monitors and reports on your cluster uptime, performance and capacity usage over a secure VPN connection. Cloud-Based Monitoring includes
Qumulo Care leverages data gathered from our Cloud-Based Monitoring service to provide you with time series visualizations of key cluster metrics via a web service. It’s like nothing else in the industry—and it provides you with critical insights into latency, hard drive utilization, ssd utilization, client read/write counts, cluster balance and much more.
The Qumulo Online Community allows you to engage with other Qumulo customers and users. The community provides a centralized location for software release notes, new Qumulo Core builds, knowledge base articles, videos, tutorials and more. With the Online Qumulo Community you can:
The Qumulo Core Open Source Community contains applications built by and for Qumulo customers using the Qumulo Core API’s. The Qumulo Core Open Source Community allows you to:
Qumulo will assign a severity level for each technical problem based on Customer’s description of the problems. Qumulo’s SLAs are dependent on the severity level assigned to the customer problem as per the table below.
Outage, data loss or corruption. Example: Cluster is down or not enough up nodes to form quorum
High business impact, but the cluster is still functional. Example: A node is down but the cluster is still in quorum.
Bad bug, but a workaround is available. Example: Poor performance if you Is and dd from the same client. The workaround could be to mount to two different nodes and run Is against node 1 and dd against node 2.
Poor user experience or annoyance. Example: A hover dialog lingers for ~5s after changing.
Cosmetic, other. Example: Change in the background color of a dialog box.
Hardware replacement: Advance replacement, next business day
FRUs: HDD, SSD, power supply, fans, optics and cables