A10 Thunder TPS Customer Service and Technical Support

SocManag35a5
SOC Manager at a media company with 1,001-5,000 employees
We used A10's support team, not for the initial setup but when we ran into issues. We would definitely use their support team for bringing issues to their attention and getting information to them saying, "Hey, this is what we're trying to do, this is what we need for the device to do," and they would actually build it out for us. That included their dev team as well. They were very open with their dev team for what we needed. Overall, they're really great. For the most part, they understand what our needs are and they understand what problems we run into. Their support team is really good when we speak with them, as far as resolving our issues goes. It does take some time, at times, to get issues resolved, but that is the nature of having them build out products or fixes for us. They have worked on a number of issues with us where something is not scheduled to be released but they either give us a hot-fix or they fix it in code and give us that version ahead of time, before it's actually released to the public. That is a great asset for us. View full review »
Bart van der Sloot
Managing Director Leaseweb Network at Leaseweb
Overall, our experience with technical support has been positive. We've had very few requirements for technical support. I know there's a 24/7 SOC team available to help us with large incidents or attacks which we can't resolve ourselves. But so far, we've never had a need to use that team. It's easy for us because the A10 team lives just a couple of blocks away from us. That makes it a bit easier to communicate. View full review »
Todd DeWitt
Director of IT Networks at a comms service provider with 201-500 employees
Their tech support has been excellent. Every time we've had to call them they have been very responsive and always fixed our problem within minutes. It's been excellent so far. I believe the last issue we had to contact them about was just a question of a false-positive. The A10 system wasn't supposed to decide what is a false-positive. So if we send it good traffic, it's supposed to just pass that good traffic through. But we opened this last ticket because the A10 did block some of the good traffic. Their support had to tweak it a little bit, but it wasn't anything that took a long time. It was pretty much just minutes. They understood what the issue was. They tweaked something and fixed it. View full review »
Learn what your peers think about A10 Thunder TPS. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,901 professionals have used our research since 2012.
Raphael Maunier
Co-Founder at Acorus Networks
Tech support is good. We have access directly to engineering where we can speak to someone to debug. All our tickets go to engineering. View full review »
Tim Paulson
Ethernet IP Engineer at a comms service provider with 11-50 employees
We have opened a few tickets with TAC and they've been good, along with their sales engineering team. We may have a customer that will have an atypical type of deployment. In that case, we'll bring in the sales engineering team or TAC and they'll get us in contact with an expert in that field. Their tech support has been very good. View full review »
John Paul Jasmin
Technical Consultant at Westcon
Learn what your peers think about A10 Thunder TPS. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,901 professionals have used our research since 2012.