I'm the lead point of the Dell server and storage for implementation and deployment, and after we completed implementation and deployment, their support team provided monitoring and performance-related issues. I rate their technical support a ten out of ten.

It's one thing to call technical support when there is a problem, but when you have to do an upgrade there is a team from Dell and EMC that does that work. 

The work is done with your team, but they are the ones who are doing the work. At the end of the day, if those people are not completely up to speed and knowledgeable on the product or what the latest changes are, you are going to have some issues. They are not very strong in that area these days. They are struggling.

Technical support is not sufficient. It needs improvement to be comparable to HP's call center which is knowledgeable and provides good solutions. 

I rate technical support a four out of ten. 

The technical support was very good for both the NetApp OCI and the EMC ViPR.

The technical support was good.

The response time needs to be improved. Recently when an issue arises, if you are level two or level three, it will take two, three days even, for support to respond.

After this, they want to gather logs and even the troubleshooting takes time. Often, the client is frustrated because they expect a quick response, and for the troubleshooting to be smooth and fast. They can't afford any kind of downtime or system outage, so they expect it to be fast.

Nothing is perfect so issues arise, but the response for support needs to be improved.