We don't send many support tickets because Commvault is very reliable. We mainly handle user inquiries about how to use the product, conduct regular quarterly reviews, and provide dedicated technical account management.

Technical support is excellent. We have ESP support, so we go to the top of the list whenever we call. Their response time has been excellent. We've been very happy with the level of knowledge of the support personnel. While we occasionally encounter someone who doesn't know what they're doing, the overall level of knowledge has been impressive. Our turnaround time from opening a call to receiving a call back has been fabulous.

The local support is lacking overall. It's something they need to really work on improving.

The technical support is excellent.

Whenever we do have to talk to Commvault directly, they engage the resources we need pretty quickly. That may be, in part, because we escalate through our VAR and they know that we've attempted all of the basic solutions first.

When we've had issues with some portion of the product, they will bring product managers, developers, or whomever we need on the phone pretty quickly to work with us until it's resolved. Sometimes that means a custom patch because we've discovered something new that somebody hadn't run into yet. But they're good at working with us through that, rolling it into a future update, and keeping us up and running.

To my knowledge, over the last five years, we have used their professional services only once, and that was to upgrade our Commvault environment from version 9 to version 10. We don't use their technical support much. We haven't had any major issues for which we had to contact them, but we are quite satisfied with their technical support. I would rate them an eight out of 10.

Commvault technical support is inconsistent. I'm reluctant to criticize, but I've had challenges with them, particularly from the first level to development. This is a common problem with many solutions, including Oracle. Once an issue goes to development, customers are left in the dark about when it will be fixed. I've had to escalate several issues to my Commvault team over the past few years. While I don't have many cases with Commvault support, it needs improvement.

So far, I would give Commvault tech support 10 out of 10. We have dealt with some good and some bad tech supports. Between Microsoft, Dell, and Commvault, those three solutions are at the top of my list when it comes to support.

Anything that we find is usually something that we can fix ourselves. We can get ahold of support, then support takes care of it.

Their technical support is excellent. Any issues that we've had have been resolved.

We work through another partner for support. We work through them, and if they can't resolve anything, then it is escalated to Commvault directly.

Metallic support is direct. I have raised one ticket. One of my OneDrive folders was not backing up, so I raised a question. Before even half the day was gone, the problem was resolved.

I would rate them as a nine out of 10. I didn't get a very clear answer on exactly what they did to resolve the issue. I know they took the issue onboard and resolved it in a reasonable time, but it wasn't detailed technically enough for me about what was the actual issue. Why did it not back up those two folders in One Drive?

Their support is awesome. On a scale from one to ten, I would rate them a fifteen. The entire Commvault team always goes above and beyond every time, for everything.

The technical support is good. We have a team on site 24/7.

The technical support is great. They are very responsive and right on top of things. Sometimes they go above and beyond to get your answer and solve the problem.

Our 24/7 SLA has never been missed. When you call support, whatever time frame is promised based on the SLA, they deliver on that.

I would rate the technical support as eight or nine out of 10.

The customer support team is responsive and very helpful. There were no problems, and their response time was very short.

We use Commvault support on a daily basis. People from the database teams need help restoring data, so they contact Commault for assistance.

I would rate their support a nine out of ten.

From the time that our deployment was successfully completed, we have hardly reported any errors.

During deployment we had a couple of issues. Commvault provided us with excellent support to make sure all the issues were fixed. Customer satisfaction is a priority. The local sales and consulting team also extended support to us. They made sure we had a clean installation and a clean operation. Initially, when we had problems, I thought things were not good, but my impression of them changed. I see the real value that they bring, and I appreciate them. I'm a very tough customer, but Commvault's support made sure that I achieved my goals and I respect them. They are patient.

Often, once the sale of a product is done, the salespeople run away. But here, the entire team was involved to make sure they delivered and deployed. After that, they extended support for anything that might require it. They said if anything happens, if there are any issues, here is a number to call to make sure that it is resolved.

After the deployment, both the sales guys and a technical guy came to meet with us to understand our future plans. They listened patiently and they did not try to sell me anything. They just added value. That is the reason they are number one.

They do a quarterly review and explain the latest improvements with Commvault's technical experts. There is also training and certification to help us use the latest features to our benefit.

I love their tech support. As compared to other products we have used, Commvault's tech support is 100% one of the best. They let you know everything, and there is no mystery. They let you know what is happening in the background. I would rate their support a nine out of ten.

The customer support is interesting, but they need to work on their competency. My team is happy.

Troubleshooting is easy because Commvault support responds and finds the root cause quickly. When I've contacted support for other solutions, some of them ask you to recreate the scenario. They ask you to increase the debugging level and reproduce the scenario to get the error again. As a result, we waste a lot of time troubleshooting those solutions. With Commvault, we don't need to devote much time to the operational and troubleshooting aspects. 

Commvault's technical support for the solution is knowledgeable. I haven't been able to stump them. They've been able to answer every single question and help me with any issues I've had. They've just been, bar none, fantastic.

I am the CISO here. I do not contact them, but my team certainly has used their support organization before.

The support’s excellent. The team is always willing to get on the phone and work through our issues. We can go straight to our account manager. It's very convenient.

I've contacted their technical support a couple of times and they were very good.

The support team wants to improve its SLA.

Commvault's technical support is responsive.

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.

I rate Commvault support eight out of 10. Commvault support is typically good, but they're not all equal. Some of their technicians are more knowledgeable than others.

We have a great relationship with support. In addition to interacting with Commvault support, we also have purchased the enterprise support that Commvault offers. That gives us a greater level of insight into what is going on, not only in our environment, but within Commvault's itself. We have a dedicated Technical Account Manager as well as a dedicated Support Account Manager. Those two folks have been instrumental in helping us achieve greater efficiencies within our Commvault environments.

Commvault is fantastic. We have a bi-weekly call with our partner manager where we discuss what is coming up and where Commvault can help, e.g., how can we execute our marketing strategy? It has all kinds of different things that we just don't get from other vendors. The partnership has been great.

Support is pretty extensive. There are five different levels of support. We're at the top level and we have also experienced two levels below that. They have a great support system. 

They could use additional subject matter experts, but when you do get the right subject matter expert you have a person who is pretty knowledgeable. We haven't needed many escalations, but they do have a good escalation system. 

They've never been stumped. There's always somebody that has the knowledge and expertise to resolve the issue. And that's generally within a matter of days at the most — and sometimes it's only hours. I've never had an outstanding problem for longer than a week without having the right resources in place to resolve the issue.

We have the highest enterprise-level support contract, so we have a team that engages us on chronic issues. We have a team that engages us on new initiatives and we have a team that we work with on the overall Commvault experience. We also have a dedicated technical account manager and we can bounce anything off of him at a moment's notice.

If the support we receive is from India, then sometimes we have a problem since it takes time owing to the fact that initially, a few people handle the issue before forwarding it to the next level. Maybe some years back, the support was from Australia, the UK, Canada, or the USA, and sometimes from Germany or some European nation, which was very good since there were very qualified people in their team who could resolve our issues within an hour. After they shifted some backup support to India, they included people who operate at a basic or initial level. So, they start troubleshooting, but we think that it's just killing time so that they can get some other people to intervene. I rate the technical support a seven out of ten.

Technical support is helpful but it can take one or two weeks to sort out issues. 

I rate technical support a seven out of ten. 

We use a third-party to resolve issues first. They first try for L1 or L2 support. If they are unable to fix it, then they escalate it to Commvault technical support. 

The support is very good. I would rate them as eight out of 10.

I rate Commvault support nine out of 10. When you raise a ticket, they immediately assign the engineer. If that person can't solve the problem, they will escalate to a higher engineer or management, who will get it fixed immediately. The size of the account doesn't matter either. If you have an issue, they will try to fix it quickly. They don't give special preference to their larger customers. 

The technical support was good enough when we needed their help. They were available for assistance and gave us good support. They fixed the issues that we had in the system. 

We had to use the support and they were responsive and quick. They fixed the problem, not immediately, but the timeframe was dependent on the ticket type. They were always there to help. They did regular call checks until everything was resolved. 

We get very good support from Commvault if we run into any kind of production issue. They maintain a very good SLA for critical and high-priority tickets. We are really satisfied with their support.

For example, let's say that something in production is down or multiple customers are impacted. SAP won't join a call and help us in resolving the issue. But if we have a critical CommServe-level issue, and multiple backups may fail, Commvault can easily jump on a call and can help us in addressing this issue. In reality, if something is wrong with a SAP system or if an OS is not functioning, a customer may not be able to do their work. Whereas, without a backup, they can continue their business, but they cannot recover things if something goes wrong. Still, if we raise a high-severity ticket, based on the criticality, Commvault support will definitely jump in. They can help us in one hour, at the most.

We have the technical support of Commvault, but in cases where little support is required, we call F1 to help us.

Support for the product is pretty responsive and pretty good compared to the other vendors. Commvault's support is far better than Dell EMC's support.

If you hit an issue or a bug, Commvault support is there. And it's pretty easy to solve something that support cannot handle, if it's a bug that needs to go to the Commvault developers. We have initiated sessions with their developers to solve an issue that was affecting the environment. Because support is responsive, you can solve almost everything.

And if you need a feature that is not available, Commvault developers are responsive there too. They usually integrate such requests within a few months, and after that it's available for use.

While you can call support for anything, they have great online documentation that you can reference for assistance. It's easier to check out that before reaching out to them directly.

Their support is the best. They're worldwide, 24/7. I give credit for that. I deal with a lot of other vendors. Their support model is far superior. Once you open the ticket, if, after an hour, it's not resolved, you can click on it and another engineer will come online within the hour to assist, depending on the severity of the case. 

I'd rate them nine out of ten for sure.

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.

Technical support is very good. The support personnel are very fast and helpful.

We use technical support through our partner because our partner has a lot of inside knowledge. For the majority of issues our partner gives us the solution, but they have had to report some small issues to Commvault support. They spoke directly with Commvault support and the solution was available in a few days. It was a very good troubleshooting experience.

There is some gap in technical support, but it is good. Restoration happens only when there is a disaster. In that case, customers always expect the solution providers to be present. They regularly go through the update process and release updates frequently.

I rate Metallic support 10 out of 10. They did the setup for us. Metallic support was exceptional, and they knew what they were doing. 

Technical support is currently based in India. I'd like to have more local support. 

The response in terms of support has been fine. Whenever they need help, the team can respond to the ticket. They do provide solutions to issues. That said, I don't really use customer care directly.

The vendor will offer support contracts. The customers can decide if they might need support or not. 

We have used technical support, and you can contact them by opening a ticker and in a few minutes, they will action it. For example, we opened a ticket last week, and the issue was solved in 30 minutes.

The support offered by Commvault HyperScale X depends on the country you connect with. U.S. support is better than the support offered in India. With the language barrier, different lingo, and how quickly they speak, I often cannot understand what they are saying.

I have had one call with their technical support, and they were of great assistance. They were really approachable, and they were able to answer the questions.

We have faced a little bit of delay in support. The support team is not available during the night. The product must improve support.

Commvault's technical support is responsive and helpful. Sometimes it takes a longer period to get a solution due to the complex environment, but we're always able to get one in the end.

The support is extremely good as they have it separated by levels and types of service with dedicated engineers with advanced knowledge about Commvault and the different applications or products.

Commvault's technical support for Metallic is great. I really enjoy working with Commvault tech support. They're very knowledgeable and I love how they handle tickets. They're on top of things. They're always kind and polite and understanding. I wouldn't want to go through third-party support. I'd want to go directly through Commvault.

They have very good, knowledgeable engineers.

Commvault support is great in most of aspects. We support Commvault customers for most of the part. Whenever we open support cases, most of the cases ends up with Commvault dev team. On most of the clients, or on most of the servers, we don't see any network issues, but they say that it's a network issue, even though there is no network issues. So that's one issue. We always have issues because we don't see any network issues in the environment, but the support says that it's a network issue.

I had no complaints, but I sometimes felt we needed more direct access to support instead of going through emails and an automated system. During emergencies, I would like to be able to pick up the phone and talk to somebody directly. Overall, I rate Commvault support eight out of 10. 

Their support team is very friendly, and they can easily understand our situation. They are very fast to respond and knowledgeable. They can understand the issues that we are facing, and it is very easy to work with them. They provide good support. I would rate them a 10 out of 10.

We got good training notes from Commvault's side. There are a lot of documents, and if we want to find something, we refer to their documentation, which makes it very easy to use. There are no major issues.

One of the best points recently with Commvault is that it is a really good support organization. Overall, from one to 10, their tech support is between nine and 10. I used to place calls just to get know-how from the technicians, and sometimes because I really needed it. They always come back with fast and really accurate answers. It's really good.

We usually interact with integrators, however if the issue is complex, we refer to technicians for further support and guidance

The customer support is not good. There should be fast responsiveness and more proficiency when solving the issues or when helping solve any issues. I rate customer support a six out of ten.

We've dealt with technical support quite a bit. 90% of the time they're really good. However, the other 10% of the time they disappear when the problem is too hard.

Overall, I would rate them eight and a half out of ten. They are pretty decent.

The technical support is very good. We have a general account with Commvault where we can open cases and get assistance. Up until now, it has always been very good.

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.

Whenever we raise a ticket, the support personnel connects with us at the exact time that they committed to. I can rate the support team a ten out of ten without a doubt.

Technical support is fine if you speak English. So, it is good enough if you speak English. If you prefer your native language, then it becomes a little bit more difficult.

I use my internal company support team and they reach out to Commvault as necessary.

In terms of ease of use, I'm not an IT professional. I own a small business. So it was a little challenging to get running, but Metallic's customer service — their technical support and their sales and customer contact representatives — were world-class; among the best customer service interactions I've had with anyone, anywhere, for any reason. That was very much appreciated. I appreciate their follow up, their diligence, their responsiveness. That was just world-class. There's no other word for it.

They're very responsive. When a question comes in, they follow up, even when they haven't heard from me. They check to make sure everything is working properly, and they answer any questions preemptively. I have the utmost regard for their customer service and their tech support and their ability to solve issues. They have done a phenomenal job of customer outreach, problem solving, and tech support; the whole nine yards.

From my experience, I have had the best support interactions with Commvault. I always get a response within a couple of hours. If there is a task for Commvault's development side involved in the issue, I get an update every three days that someone is working on it. 

I have yet to find a support engineer at Commvault who has to speak to someone else. They are always able to troubleshoot the issue on the first strike. I can definitely recommend Commvault support.

Customer Service:

We have had excellent engagement with our account team and they have been very helpful in ensuring that we get the most out of the platform. We get regular contact and they are keen to listen to data management issues that we have and see how they can address them with the Commvault platform. This has led us to be engaged in a couple of Beta test programmes and get early access to new features in some cases that resolved our challenges.

Technical Support:

Very good! We have had some very good dealings with support. In the main, this has been around us securing new systems and tweaking policies to get the best result for our infrastructure. In most cases the person answering the call resolved the ticket first time. When calls were escalated, the response was fast and the issue resolved to our satisfaction.

They offer very good technical support. 

Commvault support is usually very, very responsive and they always help us quickly resolve any problems that we may have — they are excellent.

In general, technical support is okay. I would rate them a seven out of ten.

We do not have any issues with support. Everything is fine. Commvault helps in fixing any issues and they help us to deploy the data whenever we need help. And they provide the security as well.

In the first year we raised many issues, but now it is easier for us to manage. We refer to the documentation.

My company receives good Commvault Complete Data Protection support from the reseller, which provides first-level support when my company experiences any issues. If the reseller cannot solve the problems, that's when Commvault support steps in. Commvault support is pretty good and responds very quickly.

I rate the support from Commvault HyperScale X a four out of five.

I rate the technical support team as six out of ten.

We have not needed to use the support.

We don't have access to support due to sanctions, so the support and management are done by our local engineers. It is difficult for our customers to use this type of software without support.

When I started to work with Commvault product, it wasn't very good, however, there has been a huge development in service. Their support is now working fine. They're much more helpful and professional. They've come a long way. We're satisfied with the progress they've made. 

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.

The support team is good. Whenever we raise tickets, the support team is available 24/7.

The technical support is below average. 

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.

The technical support is very good. It was not very difficult. I had a bug and the Commvault supporter helped perfectly.

Customer Service:

Customer service is very good. They called back within 10 minutes of a request. They understood the issue and resolved it.

Technical Support:

Technical support is also very good.

I rarely use the technical support because of the stability. The technical support is very good. Once you have a case, depending on the severity, there is an engineer who will connect with you. That's the most important thing when you have a problem. They will connect with you and solve your problem on spot. Commvault has a built-in feature that if it's connected to the Internet with one click you can upload all the logs. Then, the Commvault engineer can see all the logs he needs. Most of the time, it takes one hour for a problem to be solved as they have excellent support.

It's an excellent solution for cloud support. One of the important features that I am selling and trying to convince customers to use is the backup for Office 365, SharePoint, and OneDrive from Microsoft. Microsoft can be in your environment with high availability and everything will be good, but if you delete it by mistake, then for a short period Microsoft can't restore anything. Also, the way Chromebooks integrates with the cloud services is excellent.

Technical support is okay. We are mostly satisfied with the level of support.

Technical support is always good. Most of the time the call comes from the U.S. They don't have local support. They are always providing remote support in the U.S. and India. Most of the calls come from those two countries, however, we find that we get help mainly from the U.S.

Commvault's technical support is very good.

We use Commvault's technical support at times. I would rate it at 10 out of 10. Their support is perfect.

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.

We have a team of four to manage support. We have many paid credits for networking and application support.

The solution's technical support team resolves the queries efficiently. However, it takes time to respond.

The technical support is very professional.

Their technical support is very good. I am very satisfied. I work with somebody who is connected to the development side as well so they make sure to implement changes if we encounter issues. 

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.

The technical support team is good. I rate the support a nine out of ten. 

The technical support is good. However, the support company is quite expensive.

The toll's technical support is good. 

Technical support is very strong.

Commvault's technical support is really good. I would rate it at nine out of 10.

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.

Technical support is very helpful. We just open the customer portal to open a case and the support is pretty good from Commvault.

I rate Commvault support 10 out of 10. The members of the support team are knowledgeable. They know their product well and are eager to help. Overall, it's a great customer experience. It's a deciding factor that makes customers and clients renew their licenses in a few years. You can buy a product, but you're only going to stay with it because of its quality and customer support. The support is outstanding in this case.

We've mainly contacted support to get best practices, implementation recommendations, and suggestions about operating the product. But we haven't faced any challenging problems that we couldn't tackle. The documentation has been pretty solid, too. 

The technical support is pretty good.

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.

The other customers that had some issues with technical support but I, personally, have not had issues with them. I get good support.

We communicate with our support partner regarding product-related issues.

The support from Commvault Complete Data Protection is very good.

The efficiency of Commvault's support is something that, it seems, the vendor needs to pay attention to. At times, when we open a support case, it can take two to four days to find a solution and close the case. 

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.

The technical support is very good. We don't get direct support from Commvault as our first line of support; there is an intermediate organization that is very capable, who are masters, the highest degree of admins — they provide us with support. If there's any problem or any advice that we need, they are always available to support us.

Commvault support is very good and helpful. We receive a lot of help for our problems.

We've been in touch with technical support many times. They're okay. Just good, not great.

Sometimes there are people, personnel, that are not that well educated. Sometimes I know more than the person I'm talking to and they are supposed to be helping me with technical problems. It's just not going to work.

A 10 out of 10.

Commvault's technical support is good. However, because I am French and not a native speaker, I have a hard time understanding tech support specialists that are from India.  

We have had a good experience with customer service and support. I rate them an eight out of ten.

The technical support has been good.

We have not been in contact directly with Commvault for technical support. We have a partner who takes care of all of the issues if any Commvault intervention is needed.

We don't require technical support or customer support from Commvault, as we have a dedicated team for the product.

We have been using technical support, and the response time is very acceptable. We have had no problem with support for this solution.

Good.

We are very happy now with the technical support, as it is Indian. We previously had difficulty with the support being foreign.

Very good. Guys from tech support are very quick to respond. On average, I had my issues solved in a day or two.

Customer Service:

I would rate at 9 out of 10. Customer service is arranged pretty well.

Technical Support:

Depends on the topic. Issues related to configuration are resolved in a timely manner by first-line support. But if something needs to be escalated to development, it's really hard to predict when the issue will be resolved, even having BCS. The only way here is to have Professional Service in place, which is not reasonable from a cost perspective. Though, at the stage of initial assessment, first-time deployment or analysis of bottlenecks and potential issues/risks in future, Professional Service is definitely makes sense.

Overall rating: eight out of 10.

Good, a nine out of 10.