Commvault Customer Service and Technical Support

Head of Information Technology Group at Ministry of Environmental Protection
If we need something, if we have any problems, we can open a ticket and their support will help us, and they do very well. We must send an email to our local partner describing our problem and that we need Commvault support. They send it on our behalf to Commvault. Then Commvault opens a ticket. It's not possible for us to open a ticket directly. We need to go through our local partner. That path works for us. We're happy with the support we receive from our partner. If it's something smaller, they try to fix it by themselves. But we usually open a ticket, in case something has happened or just to have the possibility of tracking all changes. Commvault also has a very good portal where users, before opening a ticket, can try to find solutions. If others have had a similar problem, we may learn how to solve it. View full review »
Brijesh Parikh
Senior Architect, Cloud Infrastructure at a tech vendor with 501-1,000 employees
Tech support has been good. I haven't had a lot of interactions. Every once in a while when we have to make any architectural changes to the deployment, my administrators reach out and consult with me. We sometimes engage with the support team or Professional Services team. Their responses have been pretty good so far. We have never had a situation where we were kept waiting for days to get an answer or solution. View full review »
Datacenter Manager at a healthcare company with 5,001-10,000 employees
Commvault's support is a 10 out of 10. I've learned so much from the support. They're very fast and they're very flexible. If they can't figure out a solution right away, they offer a work-around pretty quickly and they always want you involved with the solution. They even offer custom solutions for things that their applications don't do. If you run into a service pack limitation or a limitation with the product itself, they'll actually add the solution they come up with as a feature in their application. View full review »
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Sr. Network Analyst at a government with 5,001-10,000 employees
Their follow-up is great. If they send an email saying, "Hey, can you try this and this," if I'm busy with other stuff, the next day they follow up again and again and they harass me. But it's great because my experience with other companies' support is that you have to chase them instead of them chasing you. Some of Commvault's people are better than others. That's normal. We're humans after all. I only had one case in which I could not agree with the guy, so I had to request another person. But most of the time they're okay or good. Once in a while, you get this really great person, someone who is really awesome. Overall, the support is good. View full review »
Data Analyst at a tech services company with 501-1,000 employees
Commvault's technical support is very good. I have experience with other software products and their support so I can compare Commvault with the others. Commvault support is very good. We have had about 160 tickets and almost 99 percent of these tickets were resolved very efficiently and very quickly. View full review »
Syed FasihUr Rahman
Enterprise Solutions Architect at a tech services company with 51-200 employees
I do not have direct contact with technical support, so to be fair, my opinion is based on everything that I hear from the implementation team. In this context, I feel that the support for this solution, overall, needs improvement. The documentation is weak, and they need to improve their support portal. They should be aware of the known issues in the market and address them. In general, their support needs improving. View full review »
Michel Scheepers
Technical Consultant at a comms service provider with 10,001+ employees
Their technical support is very good. But a hard thing for them is understanding how to work with an MSP. They assume, sometimes, that as an MSP, we have access to everything. But that's not the truth and it's not possible. That makes troubleshooting hard for us and for them as well. But they are quite fast in responding and try to help as quickly as possible. Still, most of the cases that we have with customer support need to be escalated directly to development. View full review »
Senior Technical Support Engineer at a tech services company with 11-50 employees
The technical support in the India region is a bit disappointing, but after 6:00 pm it is switched to the U.S and European teams, and they are much better in supporting and understanding the issues and fixing them. Sometimes the Indian team is also good, but we don't usually raise a ticket until after 6:00 pm. If it's a small issue that doesn't cause any harm to the production environment, we will go to the Indian team and some of them are good enough to help us. View full review »
Thamer Salah
Senior Presales Consultant at OFFTEC International
Their technical support are very good. You can chat with the support engineers that are available 24/7 and can provide you with anything you need. I haven't had any major incidents that I've really needed them for. View full review »
Stefaan Debaste
Storage Architect for Datacenter Proximus at a comms service provider with 10,001+ employees
I'm not on the operational team, but what I hear from colleagues is that they are quite happy with the support. We have a good relationship with them. View full review »
Mehmet Erdogan
Data Storage and Protection Team Leader at a tech services company with 201-500 employees
We have been using technical support, and the response time is very acceptable. We have had no problem with support for this solution. View full review »
Chief System Engineer at a media company with 501-1,000 employees
The other customers that had some issues with technical support but I, personally, have not had issues with them. I get good support. View full review »
Pre-Sales at Arrow Electronics, Inc
The technical support is very good. It was not very difficult. I had a bug and the Commvault supporter helped perfectly. View full review »
Technical Consultant at a tech services company with 11-50 employees
We are very happy now with the technical support, as it is Indian. We previously had difficulty with the support being foreign. View full review »
Find out what your peers are saying about Commvault, Veritas, Veeam Software and others in Backup and Recovery Software. Updated: March 2020.
406,860 professionals have used our research since 2012.