FAQ Friday

The answer is absolutely. I spent 14 years of my career at Sun Microsystems, built a storage product there. Absolutely know what is meant by enterprise-grade support.

And when we started the company, we knew we were gonna treat support as a first class operation of the company, and we knew that the enterprise needed and demanded that level of support. So how do we do that? First of all, we give you all the assurances that you expect with respect to SLAs and so on, 24x7 support and so on.

More importantly though, the way we think of support, we think of it holistically. We value support as much as we value anyone else at the company, and that has allowed us to attract the best, the brightest support folks. The best support folks you’ve ever worked with in your career are the kinds of folks we’ve been able to attract at Oxide.

That’s been enormous because it has been when you have support people that are that qualified, when you effectively have only L3 support. Like why would you do it that way? What does that mean? Well, first of all, it means that they can debug the kind of emergent problem that you’ll see on this thing in production. Very important. They can do that.

Most importantly though, when you see a problem, we want to be sure that a problem is seen at most once at a customer site. If a customer sees a problem, that problem should not just be root caused, but it should be fixed and the product should be improved. Not just to fix the bug. Not just to fix the defect, but to make it easier to support the product in the future.

So when you have a support staff that’s been empowered to make those kinds of changes to the product, you get a product that is much more readily supportable because it’s much more robust. The existing enterprise players are in a bit of a death spiral where they kind of have junk and then they need huge support staffs to deal with problems that are seen over and over and over again.

We never want to have that happen at Oxide. We’ve invested a lot in the product and invested more importantly in the team that supports you. So you can be absolutely assured that we’ve got enterprise-grade support at Oxide.

Thanks and see you next time.