The customer service and support are fast and professional, and we have a dedicated support colleague who acts as a DataProtect wizard, confidently handling any issues we can't resolve ourselves.

The solution's technical support team is very responsive. Their technical account managers proactively monitor the account and pitch in immediately if we need any help.

Cohesity provides great support, both remote and onsite.

Cohesity DataProtect's technical support is responsive. Their response time is good. 

We lack an easy way to access the data without involving a developer. For their part, Cohesity has provided talented resources to help script the reports we need, dedicating those resources and their time for free. This is refreshing and welcome.

I did not use the support from the vendor.

The tech support team is good. We only have international support, so the timetable is not easy for us, and we have to wait for the response from the support team.

I have had a positive experience with the tech support provided by the vendor. Their ability to access the system remotely and provide insights or fix issues has been particularly helpful. It is beneficial to be involved in the support process and to observe how they resolve issues, so I can replicate the solution in the future. Fortunately, the support team is usually willing to share their expertise and help me learn, which is greatly appreciated.

I personally haven't dealt with technical support in the past, however, one of my colleagues has. My understanding is the experience was positive. We were able to close the ticket.

Their technical support team program is good.

I haven't had to call tech support. I can't speak to how helpful or responsive they are. 

They have excellent technical support. I give them high marks for that. They all seem to know the product well and be willing to assist with things and have experiences all around with the support team.

The technical support is good.

I’ve had many experiences with Cohesity support. They clearly keep support a primary concern and I’ve never had a bad experience. Recently, I had to submit a P1 case, and I had two top-tier engineers on the phone within 10 minutes. 

My experience with support is mixed. There are times where the response and resolution are quick but at times, there are large gaps in the response. I'm not sure whether this is timezone-related. 

Customer Service and Support are top notch. Each issue we've thrown at them has been answered and addressed quickly. We've even had times where we're not expecting to hear anything until the next day and we'll have a Tier 3 engineer on the phone within minutes. Overall their Support has been one of the most impressive things about them.

So far support has been amazing. 

The product team and Cohesity representatives are always reachable and fill the gaps that are not available in the documentation.

Support has been very good - particularly in the last 6 months. They seem to have grown the support organization as the install base has increased and the quality of the engineers is very good. The remote support functionality in the product makes it very easy for Cohesity staff to diagnose problems and either guide you through the fix or even perform it themselves.

The tech support is fantastic. Even when I e-mail on the weekends I get responses within 20 minutes, tops. If I call, it is immediate. 

They're really good. A technical support guy can be a co-owner of a case. They are very good at connecting with the customer. The tools they provide to solve problems are very useful.

Technical support for this solution is excellent.

The support quality is commendable – upon opening a ticket, a responsive and capable team promptly assists. However, managing cases with a global team working across different time zones can pose challenges in terms of knowledge transfer and handovers between teams. Occasionally, the transition between teams for a specific case doesn't go smoothly, resulting in the need to repeat explanations for each new team member involved. I would rate it seven out of ten.

Their support works very well. From the technical aspect, they are very good. I would rate them a nine out of ten because it is always possible to improve.

I have not had a good experience with support.

I rate Cohesity support eight out of 10. I haven't had any issues. I guess it depends on who you talk to and what their experience was, but I think they do a pretty good job with Helios, where their support team can access the environment. I would say it's a little more modern approach than IBM, which has a 20-year-old support model, i.e., you capture and upload the logs. With Cohesity, you get a little more real-time visibility from support.

Then again, most of my support inquiries are in the pre-sales context, so our customers are the ones using it, but I haven't heard of any significant problems. Still, I think some of these companies are experiencing some growing pains. They're growing fast. Sometimes they get a little ahead of themselves, and maybe the support could be better.

We have had a few support tickets, which have been dealt with quickly and appropriately. We did have one ticket where we requested an escalation and this was also handled appropriately. Support did a good job of periodically checking with us to verify that the fix resolved our issue, which it did.

We are happy with the Support provided by Cohesity for the issues we've come across.

I have not had to call them yet, but we have heard great things.

We've contacted Cohesity support at times. It's good.

I would say Cohesity support is somewhere in between good and very good. But, of course, it depends on which region you get. We know that if we log a ticket before noon here in Belgium, we are not in the region where we want to be. It's something we told Cohesity about, as well. We asked them if they could arrange it so that our ticket will always get picked up by the people in Cork. For one thing, they're in our title. They're also much more capable compared to the other regions. But that's our experience. Generally, we are very satisfied with the support we are getting.

Support has been great. The response time has been very quick. I have even received responses on the weekend.

Cohesity customer service is the best that I have ever used. They are extremely fast in responding to cases, fixed all issues, and answered every question in a very timely manner.

Cohesity support will help you with every problem, regardless of the environment.

Customer service is amazing. Replies within the hour and resolution usually within four to six hours. Some conversations with engineering have taken up to 24 hours.

Excellent.

Excellent.

As far as I can remember, my team did not face many issues with the solution's technical support.

Sometimes, getting help from support can be difficult. On a scale from one to ten, I would give their support a rating of three.

Although we have full support with them, 24/7, it seems like we always fall into this email support model first, as opposed to just picking up the phone and calling me and telling me exactly what the problem is. When we speak over the phone, the issue is usually resolved within a few minutes.

But it takes four weeks to get to that point, after a couple of weeks of exchanging one email a day. They'll say, "Oh, we'll try this." Then I say, "Okay. I tried that." After a couple of weeks of that, I feel compelled to escalate matters through our account manager — "Why can't you just pick up the phone and call me? We can fix this right now."

Extremely fast response both to email and phone, very knowledgeable.

We do not have experience with technical support, so I am not in a position to guage it. 

So far so good, a few little issues, nothing dramatic but support was able to help.

Their support site already contains a lot of information where most of the answers you might have can be found.

Customer support is great.

10

10

Customer support from our local team has been great. There is lots of expertise and a general willingness to help. Cohesity support has been great and they are often proactive about creating service tickets if they notice an error on the cluster.

They are a great help on performance issues and minor bugs.

They are excellent.

Best customer service in the business. 

Excellent!

Very good

The support team could do a better job. Sometimes finding the correct person is cumbersome and time consuming. 

Customer Service:

Customer support is excellent.

Technical Support:

Technical support for the product has been very good.

The support is awesome. They are very fast, competent and friendly.

Superior!

10 out of 10.

10 out of 10.