Liff admits that CA did have some problems with its support for some of its previous versions of the software, but that the company has changed its support model dramatically over the past year. "We listen very carefully to our customers," he says. "Today people are getting very high quality."
That's not an argument Specialty Bakers is likely to listen to anytime soon. Ever since the company switched to Veritas Backup Exec, the only frustrations it has run into have come in the form of sinking souffls. The Veritas support is "phenomenal," Eckerd says. "For starters, we haven't had to make that many support calls. It's been great."
In addition, Eckerd says, the installation process with Backup Exec was a dream compared with the nightmare of installing CA's software five years earlier. "It probably took us two weeks before we had [the CA software] up and running at a semi-acceptable level," he says. "So we had allotted quite a few hours to the installation, but it only took couple of hours, and started backing up right away."
Specialty Bakers started looking for another backup solution in the spring of 2002 and switched all of its backup to Veritas software in July last year. The company settled on Backup Exec after testing it against ARCserve 2000.
"We definitely saw an improvement with the Veritas software," he says. "We elect to do full backups every night instead of incremental backups, [and] Veritas has a lot better throughput, especially with its open file system." He says the company is using the same hardware and backup tape from Hewlett-Packard Co. (NYSE: HPQ) and Maxell Corp. of America that it was using with ARCserve.
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