Nagios XI Customer Service and Support

HM
Assistant Director at unpa

We haven't needed to contact support since we have a very big, strong senior engineering team. We have very good experience in-house in order to manage and configure the solution and resolve the problem. If we needed support, we have the contacts within the company logistically. We can open a ticket. For now, we don't need any support since the solution is very easy. Even with deployment, we don't need any support.

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DP
Senior DevOps Engineer Individual Contributor at EML Payments Ltd

Technical support is generally good. I would rate them a four out of five.

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FakhruddinLokhandwala - PeerSpot reviewer
Solutions Architect at NTT

I rate the technical support an eight out of ten.

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March 2024
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HM
Assistant Director at unpa

I think it's average. It's not fast, but I think it's okay. For the price, I think the quality of support is normal.

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Sumanth Arshanapally - PeerSpot reviewer
Senior Analyst at HCL Technologies

I did not use the support from the vendor.

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MC
NMS Team Leader at KORE Telematics Inc.

We use the support forum. In fact, it's part of the license. Even if you're just a member of the forum, you can still receive quick responses. We use it a lot and we ask questions. I can say that I'm happy with the way they eventually reply to you as they at least help, in any case. We had situations where we used support while we debugged everything ourselves. Through the years, and in 2008, we started merging all of our stuff onto the Nagios platform. Truthfully, in the last three to four years, I haven't seen that many massive issues. The platform is quite stable. Therefore, we don't use support too much.

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SR
Distributed Systems Architect at a manufacturing company with 10,001+ employees

It's based on a forum. It allows us to get help from support as well as from other clients who may have knowledge.

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DL
Director - Consultor Senior Unix/Linux - Freelance at a tech services company with 11-50 employees

10 out of 10.

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PB
Senior Consultant at a tech services company with 10,001+ employees

The technical support is variable - sometimes I get answers, but most of my tickets go unanswered.

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it_user1088403 - PeerSpot reviewer
Head of IT, Projects and Organization at a financial services firm with 10,001+ employees

Technical support is very good but is very expensive. It is becoming more and more expensive just like the upgrade. The incredibly high prices are a very bad move on their part. I know everything is got to go up but this seems too much at a time. They also have some requirements for the support licensing that is very complicated. You have to have a password and you pay for a limited number of calls. For the price they are selling it, It should be okay to call them anytime.

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HM
Assistant Director at unpa

I have not needed to contact technical support. There are webinars and other information available that I have made use of. If you have a problem then you can copy and paste the error into a search engine and find the solution easily.

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AE
Manager IT / Technical Project at a comms service provider with 11-50 employees

The support from Nagios XI is good and the response time is good. However, it can take some time to reach the right agent to support the problem. Overall the support is good.

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MN
IT CIO at Kimfay

We have not been in contact with technical support.

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AS
IT-OSS Manager at a comms service provider with 501-1,000 employees

We don't have technical support for Nagios because we are living in Iran and we have embargoes, so we cannot use the technical support from Nagios. We use local support.

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DP
NOC Manager/Network Administrator at a tech vendor with 1,001-5,000 employees

I dealt with technical support for a few months, but because I do not have a support contract I have not used it in several years. A support contract can be purchased separately.

If problems arise then you are able to fix things on your own. If you can't, then just leave it.

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it_user718452 - PeerSpot reviewer
Technology Innovator and Entrepreneur at a tech services company

In general, tech support is available as needed but it is not inexpensive. Response times are generally within 24 hours, but there are times when this is not the case.

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it_user224253 - PeerSpot reviewer
Network Engineer at TLCWEB S.R.L.
Customer Service:

I haven't had to use it.

Technical Support:

I haven't had any need to use it.

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it_user349047 - PeerSpot reviewer
Web Operations Engineer at a renewables & environment company with 501-1,000 employees

I didn't use customer service and technical support for Nagios. Everything I did I learned online through the extended community.

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AS
IT-OSS Manager at a comms service provider with 501-1,000 employees

Because we are working in Iran, we have embargoes, and this means we don't have any support from Nagios support. As a result, we have to use self-study. We research using Google and nagios forum this has helped us to resolve our issues.

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it_user356763 - PeerSpot reviewer
Consultant Ingénieur de production informatique at a tech services company with 501-1,000 employees

Nagios responds quickly when you need them, and the community is really big.

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HM
Assistant Director at unpa
Customer Service:

Customer service is good.

Technical Support:

Technical support is the best.

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DK
Linux Administrator at a tech services company with 11-50 employees

The support is good. I would rate them a seven out of ten.

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it_user738369 - PeerSpot reviewer
Principal Engineer at a tech vendor with 1,001-5,000 employees

An eight out of 10, because technical support always has room for improvement.

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HD
Nagios Technical Expert at a tech vendor with 51-200 employees

As I am working from Asia, and Nagios is based in America, we face the issue of time zones. But overall, trouble shooting and support from the Nagios technical team is superb.

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it_user123504 - PeerSpot reviewer
Co-Founder / Executive Director / Chief Technical Officer at a tech company with 501-1,000 employees

The initial setup was a little bit straightforward but cumbersome as there was more work in tweaking to make it work and creating configuration files for each devices that needs to be monitored.

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it_user137748 - PeerSpot reviewer
Software Test Engineer at a comms service provider with 501-1,000 employees

I didn’t require any service as the documentation is good and most questions are answered on any number of forums.

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it_user266244 - PeerSpot reviewer
NOC Engineer at a financial services firm with 501-1,000 employees
Customer Service:

I've worked on several occasions with Nagios customer service and technical support, always received very professional and prompt responses.

Technical Support:

I've worked on several occasions with Nagios customer service and technical support, always received very professional and prompt responses.

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it_user194046 - PeerSpot reviewer
System Administrator at a hospitality company

With the open source forks, the community is vast and so is the knowledge around the product. Because of this, even though I have a valid commercial support bundle, I have never had the need to use it.

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it_user134268 - PeerSpot reviewer
Manager of Infrastructure at a university with 10,001+ employees
Customer Service:

Customer service is excellent.

Technical Support:

I haven't needed any technical support.

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SR
Network Engineer at a tech services company with 11-50 employees

I have not needed to contact technical support. Everything installed easily and it works fine.

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it_user1104738 - PeerSpot reviewer
R&D Support & Monitoring, IT Production at a tech vendor with 51-200 employees

I haven't had any experience with technical support.

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AS
Account Manager, Cybersecurity at a tech services company with 11-50 employees

Support, we have a time zone issue, but we are providing our own support.

I don't believe we require anything, because we have our own technical expertise.

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it_user205323 - PeerSpot reviewer
Manager - Cybersecurity Technology, Cybersecurity Technology Services at a tech services company with 51-200 employees
Customer Service:

I'm not using any customer service.

Technical Support:

I'm not in need of any technical support.

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it_user436257 - PeerSpot reviewer
Solutions Architect at Blue Telecom Consulting

They have very accurate and fast support.

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it_user168444 - PeerSpot reviewer
Manager Infrastructure at a manufacturing company with 1,001-5,000 employees

As it's an opensource project, there is good contribution to, and good support, from blogs and FAQs.

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Buyer's Guide
IT Infrastructure Monitoring
March 2024
Find out what your peers are saying about Nagios, Zabbix, SolarWinds and others in IT Infrastructure Monitoring. Updated: March 2024.
765,386 professionals have used our research since 2012.