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And Now a Word About Customer Service

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chris magid
And Now a Word About Customer Service
on May 29, 2011 at 12:33:20 am

Just wanted to pass on word of a recent great experience with Facilis Technology support.

We got into big trouble upgrading our 24D server to the new 5.x version of software and to Window 7 64 with additional memory.

We should have known by how smoothly the upgrade went that trouble was lurking. A complete server's worth of volumes were mysteriously compromised by a unique complication regarding numerous past expansions and upgrades. Plus we tend to push our gear to its limits.

A lot of data and time was in jeopardy.

This was on a Friday afternoon. Tech support quickly escalated the issue. Within a hour or so, top level personnel were working on the system via remote access. They did so into the early evening and over the weekend, including Sunday. They worked hard to recover our data, reconstruct our volumes and generally gave our situation extreme attention.

Unfortunately not all of our data survived, but a lot did.

The complete Facilis support team was impressive and aggressive. We were up and running Monday morning and able to start work on our current projects with recovered media.

They have since called a few times to follow up on our progress. They have also been generous and understanding as they automatically assumed shared responsibility for our situation.

A bad event but a good experience.


chris magid
Renaissance Television & Film

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