CommVault announces its 2010 benchmark for excellence in technical support by achieving a 97 percent customer satisfaction rating, based on the results of the company's fiscal 2010 technical support services survey.

In contrast, customers who received support from vendors of a similar size to CommVault (e.g., vendors with more than 10,000 customers) reported an average 75 percent customer satisfaction rating, according to HDI's 2009 Practices Survey. HDI is the world's largest IT service and technical support membership association as well as the industry's premier certification and training body.

The CommVault® survey, which is administered to customers following the completion of technical service incidents, also measures the knowledge of the support team and how quickly the customer's problem was resolved.

The survey results revealed that more than half of all incidents were closed within 24 hours of when they were reported. This feat underscores the effectiveness of CommVault's distributed support methodology, which differs from the industry convention of working a "trouble ticket" during a call center's business hours and then requiring the customer to re-open it again with another support center. CommVault employs a best practices approach to automatically distribute outstanding incidents to its five globally dispersed support centers to assure rapid problem resolution.

CommVault also offers a full spectrum of services and support capabilities to help its more than 12,000 customers optimize the access, protection and management of business-critical information while minimizing needless downtime, as well as reducing data management cost, complexity and risk.

Professional Services Boost Efficiency & Performance

In addition to standard, premium, business critical, onsite and remote support, CommVault offers expert consulting services from a worldwide professional services team. Engineers throughout the Americas, EMEA and Oceania assist customers in deploying Simpana® software at a single site or scaling integrated modules seamlessly across dozens of locations in multiple countries.

CommVault's professional services team manages nearly 2,000 complex customer implementations each year, which reinforces the company's ability to maximize customers' ROI due to the singular Simpana software platform.

Worldwide training services complement both CommVault's support and professional services capabilities, with hands-on, offsite and self-paced, online alternatives to guide customers through real-world applications and best practices deployments for ensuring optimal performance.