I've never contacted the technical support team for Dell Avamar. I only contacted Dell support for another product, and I would rate the team four out of five.

We regularly contact Dell for remote technical support and to replace hardware in our data centers or customer sites. We're Dell Titanium partners, so we get top-tier support. 

Dell Avamar provides good technical support, so it's a nine on a scale of one to ten.

It is renowned for its technical support, prioritizing direct engagement with customers rather than focusing solely on sales and marketing. Their support is known for being responsive and effective.

Whenever we require support, we get it promptly and properly.

Dell EMC support used to be outstanding, but lately, they seem to have dropped the focus, I've noticed. In the past year, the support hasn't been quite the same. I think they're focusing more on other products. In my opinion, they're not giving the same level of focus in terms of support and development to the Avamar-type products.

I rarely contact Dell EMC technical support.

But when I do, they are very good, very responsive. They get back to you in 10 to 20 minutes and resolve the issue. They are very much a steady provider.

In certain scenarios, the support for this solution has been good. Often, the team take too long to resolve issues. 

Dell's support is excellent - if any issues occur, we open the case, and the maintenance gets done. The only problem is that sometimes they can be slow to respond.

I have interacted with them several times. We've had problems where we've got to have their help. They're average. It takes a while to get to the guy who knows what he's doing, but they've got support 24/7. You can call anytime day or night. So, they're average or a little better.

The support was very good when Avamar was handled by EMC. Since Dell acquired EMC, the support has been very bad.

While I don't deal with technical support, the feedback from our deployment team is that they are pretty good. 

I'd rate their L1 support a three out of ten. Their L2 and L3 support is good, but in the case of L1 support, for everything they have a single copy-paste response. It's like talking to a chatbot. They should improve that. Even though they're L1, they should try to understand the issue rather than just going through the SOP. There should be some SLA for L1 so that if they are not sure, they should directly transfer to L2 support rather than spending time on it. If you are stuck in a critical issue, it's painful to wait and let three or four hours pass before being transferred to L2.

The technical support needs improvement.

I would rate the tech support for Avamar as a nine out of ten. 

Its technical support is excellent. It stands out as a primary factor in our decision to choose Dell. I would rate it nine out of ten.

We have two techs here, however, in a year, if you calculate 365 days in a year, we've hardly had one or two times where we needed support. The product is very stable.

The support is not good at all. It really needs to be better. When you actually need help, they are very poor at assisting. 

We haven't contacted technical support recently. We want it decommissioned right now. 

We have an annual subscription for support, so we contact them for upgrades and stuff like that. There is some inconsistency. Some of the support engineers are experienced, but others are new. It sometimes takes time at the first level of support, but all our issues get solved in the end.

Their technical support is excellent. We've never had any problem dealing with Avamar in terms of technical support. We've had some nasty instances too where they've not been able to drill down on things and support their own product.

Dell offers us good technical support. 

Technical support, from my experience with the vendor, has been good. We're satisfied with the level of service Dell offers. They seem to be knowledgeable and responsive.

Technical support is pretty good. We are pleased with their level of support.

Technical support is good. I get support in a timely manner. Since our last installation, which was in March, we have just logged two calls and both were closed in a very timely manner. We are quite satisfied with the support.

The people who supported it did a very good job. If it gets messed up, it is not easy to fix, but on a day-to-day basis, it just runs like a tank of gas.

Technical support for this solution was great. They are very quick to respond.

We experienced a problem with the network backup installation, so we called technical support. One of the backups failed continuously.

We were not exactly satisfied with the turnaround time. It was an issue that was unique for them to resolve, but we were not able to assistance instantly.

The support could be better.

We've used technical support quite a bit and have always been satisfied with the level of support that they've provided to us. They're very helpful and responsive.

Like any other company, many of the support calls go to places on the other side of the world. It is sometimes difficult to understand them. I found that the support that was given was very good. I usually choose to receive support via Webex and email due to the communication challenges you get with offshore support.

I would rate the technical support of this solution an eight, on a scale from one to 10, with one being the worst and 10 being the best.

We have had their tech support until now. There is no problem with their tech support. They provide good support.

Dell EMC is pretty good in terms of customer support. We use our own team for maintenance. 

The support from Dell is exceptionally great. They offer support for almost all of the products on the market — all of the main operating systems, applications, databases, everything. That's a big plus for them.

Technical support has been good, occasionally there are issues with the accents so a lot of times it's better with a chat session or typing messages versus a call. It's a very formalized process. It's virtualized now. So it's a little different than the old two physical boxes.

The technical support from EMC is quite good.

The support is okay. They are pretty knowledgable and prompt. I'd rate them seven out of ten overall. We're mostly satisfied with their level of service.

The solution’s technical support is excellent.

There is a Dell EMC partner that we use for support. When we have a problem we create a support case for the Dell EMC support team and they help us promptly.

I have found the support from Dell EMC Avamar to be not as good as Veeam. The time it takes to receive support could be improved. However, once we have the support the agents are knowledgeable and helpful.

Typically, we handle support-related queries from customers, however, we have dealt with Avamar's technical support in the past and they have been helpful and responsive. The response time in particular has always been very good.

When we used the solution, it was still new, and so the customer service/technical support was not the best.

The support from Dell EMC Avamar was decent.

I don't interact with them a lot. I would summarize them as being average.

Very good.

Fair.

Getting support in Portuguese is difficult. We have to speak to the team in English. Not everyone on our team speaks English. 

The quality of technical support varies. Sometimes they are very good, and sometimes they are not. They should be faster and more knowledgeable.

With respect to technical support, sometimes you get a good technician or a good engineer, and you can get the problem resolved pretty fast. If on the other hand, you get someone with a very heavy accent then you can speak for three hours and not understand what the other is trying to say.

The technical support is quite good. they are helpful and responsive and we are satisfied with the level of support they provide. 

Dell EMC Avamar is hard to manage because of the support. It’s very difficult to get support. Our solution is complex which makes it more difficult to get an answer from them. We have multiple vendors in our environment. Support only looks at their own solution and not the solution as a whole. It would be easier if our whole infrastructure was Dell EMC. It’s very difficult to get help with troubleshooting. When you have an architecturally multiple-vendor solution, like we do, it’s hard to find a solution to the problem. It’s normal that they only focus on the part that corresponds to their company, but I would like for them to look at the environment as a whole.

I would give the technical support nine out of ten.

I would not rate technical support high for this solution. We had a problem and nobody could be specific about the issue, or what it is that we needed to do in order to resolve it.

Technical support could not resolve the issue that we had in terms of integrating with tape.

My impression is that their technical support is quite good.

Technical support for this product is good.

Technical support was announced a few months ago and we are still on the learning curve.

I haven't had to contact support as of yet. 

Technical support is excellent. We're very satisfied with the level of support we get. They're great at responding.

Technical support does a very good job. They are very reactive when we come to them with issues.

The support from Dell EMC Avamar is good.

I don't directly use the support services on offer. If I have questions, I tend to direct that to the developers, and not Dell.

Technical support is very good.

Eight out of 10, when I used to work. However, after Dell acquisition, I have no clue.

As, generally speaking, Dell EMC is an enterprise solution company, its technical support is always good. 

Support is okay. We don't use it frequently as our engineers can manage well. Only when they can't handle a problem, they call support. We also use technical sites and the web portal, and these help our engineers capably handle day to day requirements.

The technical support was great.

I created a ticket and it was resolved.

We are satisfied with technical support from Dell EMC. There is also support available in the community.

Customer support begins with a phone call depending on the level of support. It is often 24 hours or the hourly rate. The support line is open but they ask if you bought the support or not.

Usually, they know the product the best and can solve the problem between two to four hours. If the problem is because of another software or hardware, it might take two days to solve.

Because I am the inspector at our company I simply call my global instructor or another linked instructor if I need something checked. So I've never used the technical team.

The technical support from India is pretty poor. When technical support is from China, it's alright.

The technical support isn't as good as it could be. They are rather slow to respond. They should work towards getting their support staff to be more responsive to clients when they have queries. We're not overly satisfied with the level of support provided to our organization.

3.5/5

3/5