The company has added several features to its partner portal to improve global support, adding the ability for channel partners to log in to the system and manage open tickets, firmware downloads and access support documentation. It also increased the number of Level 2 engineers by 20 percent and Level 1 engineers by 33 percent.
Concierge-level support delivers managed services designed to keep storage systems operating at optimum performance levels. Nexsan also upgraded its Basic self-services support level, included with all standard warranties, with 24-hour software support for storage systems in need of replacement as well as free software and firmware upgrades.
But Nexsan is going beyond just upgraded service: The company also built a service and support facility and added a training center in Thousand Oaks, Calif., which provides increased on-site education including regular training classes for partners and end users.
With its latest generation of storage systems, Nexsan has expanded its product portfolio to support virtualized infrastructure and cloud computing requirements, leading the company to also expand the level of service and support it provides its partners.
And Nexsan is thinking globally — the company also added local language warranty support in Mandarin, Japanese and German, and plans to add support in French.