The technical support is excellent.

Our support team handles initial issues and connects clients directly with Arcserve support. From what I've heard, the support isn't great. Sometimes they can't solve problems at all, placing us in a difficult position with the client.  

Usually, there's no need to log a support ticket. However, in cases where we must log a ticket, the support provided is satisfactory, but there's still room for improvement. The support team could be more prompt, and the documentation provided could be more detailed.

I rate the support from Arcserve UDP a seven out of ten.

Customers have given a good rating for support. We have not had any problems so far.

We are satisfied with the solution’s technical support.

The technical support team needs to be faster in their responses. I have raised tickets four to five times about the upgrades, the user panel, and unknown backup issues. They take a lot of time to resolve the query. It's very time-consuming.

The technical support takes time to respond. I believe it is because the team has less resources. However, the solution they provide is comprehensive. I rate the technical support around seven to eight out of ten.

I would rate technical support at nine on a scale from one to ten. They have provided me with workarounds and solutions in a timely manner.

I have not used technical support.

Technical support for the solution is slow, but our company can handle it.

Users need technical support when some disaster happens in their environment, and if users don't get support at the right time, they are offered support a day or 48 hours later. There is a need to provide immediate support to users when they require it or maybe in an hour, considering Arcserve doesn't have much of an infrastructure in India.

I rate the technical support a four out of ten.

The support is good. The support personnel may not solve all problems quickly, but they're good at getting back to us.

Support is good. Their people are knowledgeable about the product. I've been able to get resolutions when needed.

The technical support of the product wasn't good because they blocked our customers' time.

I rate the technical support a four out of ten.

Arcserve UDP's support is good and attends cases within two hours. They are the best. 

The technical support is great. When there is an issue, we open a ticket, and the technical support from Singapore or Arcserve directly deals with the problem. The technical support is very fast. I rate the technical support a ten out of ten.

Contacting Arcserve's technical support depends on a user's situation. Two years ago, I saw that when Arcserve's technical support operated from India, there were some issues in connection with the support provided for Arcserve UDP 6.5, which I believe stemmed from the lack of product knowledge. Nowadays, I feel that Arcserve has fixed the issues related to the operations of its technical support team.

I've worked with customer support and they're quite good. 

They're decent.

I've never used the technical support services of the product. I can't say how helpful or responsive they would be. They have been responsive and knowledgeable about licensing questions. However, I've never used them for critical issues. 

I have had very little contact with technical support. I tend to work through things myself.

When I have had contact with technical support, I was satisfied. They did a good job.

We have not had issues that we needed to contact support.

Technical support for this solution is very good.

There is a problem now with the support. Formerly, they had a head office in the country we were working in Turkey. However, they close the offices, and we have to receive support from abroad. It takes a bit of time to receive support.

The technical support was horrible. That's why we switched. We've been drifting away from StorageCraft for a long time now, largely because of their support.

They are the worst support organization in existence.

They are assessed using metrics such as closing calls. They are difficult to connect with and even more difficult to reconnect with when you do. They are only interested in resolving cases as quickly as possible. They provide incorrect information.

There are only a few people that know certain products, and getting in touch with them is almost impossible. In general, it is extremely difficult to connect with anyone.

It was completely useless.

A few are good but most are not.

It was more a case of being difficult to reach them. They send you three emails in a row, and if you do not respond, the case is closed, which is frustrating. They don't seem to care about resolving the issue; instead, it appears that they are more concerned with closing the case in order to meet the quota.

I've never had to call technical support, so I can't speak to the service level.

I have not dealt with them, but I know that the person handling the backups has not been super happy with the technical support on that side.

Their technical support is excellent. They always understand what the problem is.

We use technical support by a local provider that is very good.

We received support from the vendor who was technically assisting us, and it was okay, but we could not implement the requirements that we had. We weren't contacting Arcserve, but I'm sure the vendor consulted support.

The customer support has been responsive to the issues we were facing, such as bandwidth usage. They have been very good and helpful to our needs.

Technical support is very fast for the most part.

Technical support is great.

Low. They are available in a few languages and the ones supporting me had a low level of knowledge.

The support is not really so good. Sometimes we have had to find solutions on our own.

The best.

Bad. They delay completing the analysis of a problem and absence of contouring solution for unresolved problems.

Eight out of 10, due to the local support offered by local distributors.