Calsoft was engaged to provide escalation support(L2) for an enterprise-class backup and recovery product.
The engagement primarily involved:
Handling customer escalations for backup and recovery product across platforms
Assisting with escalation for major Virtualization ecosystems (VMware ESX and Microsoft Hyper-V), Networking and Security configurations (LDAP Integration, SSL etc.) and Application backups – Enterprise apps like MS Apps, Oracle
Triaging and debugging customer problems with effective customer communication and reducing the escalation backlog