| If you have recently interacted with our support engineers, we would love to know more about your experience. What went well? What can we improve? Please let us know via this quick survey. |
Every support ticket at Commvault concludes with a feedback survey, and reviewing those responses is truly one of the most rewarding parts of my day. Behind every quick fix and every resolution is a team of passionate individuals who care deeply about their craft.
We love extending a helping hand to our customers and providing support in any way we can. Over the years, we’ve learned that great support isn’t just about resolving tickets. It’s about clarity during high-pressure moments, honest communication, and building trust that lasts beyond a single interaction. Those lessons have shaped a support ecosystem designed to move fast and scale without losing the human connection.
However, I also hear different concerns from time to time, including those shared here in the Community. Some wonder if large support models or global Centers of Excellence might affect the level of expertise available. They also fear this will lead to longer response times and reduced solution quality. As support structures and company models evolve, such questions are bound to come up.
The Team Behind Every Resolution
At Commvault, we have found that having a global team of support representatives helps provide a better experience for our customers. Our support engineers have extensive and diverse technical backgrounds in storage, cloud, backup, databases, and security. They’re always learning and improving, and they share what they’ve learned so the whole team can provide the best possible experience. With the Center of Excellence model, this learning grows quickly across regions. Every workshop, case review, and hands-on session becomes part of a shared knowledge pool. Arlie strengthens this further by capturing insights from previous cases and surfacing them when needed.
However, we know transitions can be challenging, and we also realize that our customers don’t always see the preparation that goes on to fuel the support that we provide. Coaching sessions, certifications, and technical simulations are a critical part of the routine. This preparation helps engineers respond with clarity and purpose when a ticket arrives. Training is ongoing, and every new skill learned strengthens the collective capability of the team.
A Support Experience That Keeps Evolving
Exceptional support begins with dedicated people who leave no stone unturned in solving the most challenging issues. They strive to meet expectations and help customers feel confident about their systems. I see their effort every day, and I believe their stories deserve to be highlighted.
We’re continuing to invest in proactive monitoring, smarter self-service, and learning paths that help customers and engineers grow together. Progress is ongoing, but the direction is clear: faster resolutions, stronger partnerships, and support that our customers can truly rely on.
If you have recently interacted with our engineers, I would love to know more about your experience! What went well? Is there anything we can improve? Please let us know by completing this quick survey. Thank you for being a Commvault customer and for providing insights that help us keep improving – for every customer, every day.
We’ll share more about Arlie and the technical innovation that underpins our support evolution in future posts.
