What tools will my vendor provide to help me manage my tapes?
The level of service and support you can expect to receive is an important consideration when selecting an offsite tape storage vendor. Because your customer experience can differ significantly from one vendor to the next, you may wish to ask questions upfront that will help determine whether your experience will be a good one after you become a client.
Find out if your vendor will handle customer service through a call center, or if you will have a single point of contact who will be directly accountable to you.
Particularly if your vendor uses a call center, find out what the issue escalation process is. Most of the time call centers deliver satisfactory service, but when something goes wrong and needs fixing, you will want to be able to quickly get to someone who can solve your problem.
Ask if you will have easy access to senior management for your more complex needs or in case of emergency.