The support is good.

Since the product is not on the front banner of Dell, the support may not be the best. We encountered some issues, and despite escalating the matter, the Dell team couldn't assist us. But the problem was more related to VMware than Dell. We were using an old version of VMware, and that caused problems with scheduling tags. We tried to seek help from Dell's support because we couldn't back up the so-called dynamic groups. These groups should automatically classify sources for backup based on tags, but it didn't work as expected. So, we had to manually allocate the VMs to groups. It wasn't a significant issue for us, though. However, I understand that Dell's attention is currently focused on its PowerProtect products.

We are generally satisfied with Dell's support. All our servers are from Dell, including all ESXs. Support for other products is excellent, without a doubt. However, Dell NetWorker can be a bit complicated, and when it's functioning properly, we have no issues. But when we face specific problems, it becomes extremely difficult to debug and provide feedback on the issue. Even with the assistance of Dell support, we couldn't make much progress. There were numerous rounds of joint sessions, but unfortunately, it didn't resolve the problem.

I would rate Dell NetWorker's support as a five out of ten. The experience varies; the support in the US and Egypt is okay, but the support from India is not great. The first-line support isn't always super technical, so they often ask for unnecessary stuff. It takes a while to get someone with the right know-how to help, making problem-solving a bit of a waiting game. There is room for improvement overall.

The technical support services are good, especially when we have connected with the right individuals or specialists.

I contacted technical support. It's always there in any product. Usually, for backup failures, we contact support. The support you get depends on the support level that the customer takes. You have dedicated support and normal line support. Customers can always ask to escalate.

Dell NetWorkers’ technical support services need improvement.

It took a while the last time I tried to get support, but once I got connected to the support, it was quite easy. I had a few challenges in the beginning, but it didn't take long once the communication was established.

It was tricky to get the support to start working on your problem, but once you get to contact them, they offer professional help quickly.

Dell support is better. Basically, in our region, no physical resources required to prevent such things. We need to go online supports, and time differences are too high.

I'm very satisfied with Dell's technical support. It's very easy to open an SR and get support from them, and whenever we open a request, we get a response, and they ensure our issue is resolved.

Technical support is very good. 

Dell's tech support was great.

Support, especially from the Middle East region, is very bad. Sometimes support is good, but it's usually bad.

We have been satisfied with technical support. They've been helpful and responsive. 

Their technical support is very good.

The technical support from Dell is very good and very fast. We have a very good collaboration with Dell, and we are one of the valued partners.

I have been dealing with issues related to one of the solutions that we have provided. One of the ones in the past two months is that the SharePoint Backup was supposed to be done using the Microsoft SQL Server writer. They do not support the third-party's product, which is fine, but it's an accountability issue. Ultimately, I don't think that they do all of the investigations properly.

I personally don't deal with customer support but due to multiple unsuccessful attempts to upgrade, my administrator is not satisfied.

The support from the vendor was quick.

We have used them, but we need to renew the service.

I would rate the customer service and support nine out of ten.

Technical support for Dell NetWorker is not good. The technicians are in the USA. When you open a ticket, they send the concern to India. There, the team does not have enough knowledge to support you.

Dell support is the best in the world. 

I haven't had a good experience with technical support. It takes them a very long time to resolve issues.

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

Typically, issues are escalated to me, and I deal with problems on my own. However, I have been in touch with support. They are helpful and responsive. 

The customer support is very good.

Customer support is very good and I rate it highly. 

We have used Dell technical support. I rate the technical support team a six out of ten.

The customer service and support is good, but at times I have wanted more involvement from the people that are giving support. 

Technical support for this solution is very good. They are nice people and whenever we need support, they turn up and investigate. Within an hour they will start an investigation.

Over the years, it’s been up and down. For this latest version, I would suggest that it’s average, with not a large number of EMC specialists understanding how all the latest features in the product are supposed to work.

We have contacted technical support for the issues that we are facing with some of the features and their response to us was that they are faced with some delays in resolving these issues. This is the reason that we are exploring other backup solutions.

We have several cases that are pending and have been for a very long time.

Support from Dell needs improvement. We are not getting the type of response that we were expecting from Dell.

The responses we have received from Dell have not been encouraging.

It is great; EMC support is one of the best.

It is great, a good level of knowledgement and escalation.

Dell's technical support are quite helpful with straightforward issues, though they can be slow. However, they don't have the deep knowledge to solve complex issues, so our time is wasted.

The technical support was slightly impolite in my experience.

The response time in my region is a little bit slow. It will take 12 hours, or even 24 hours depending on your problem. In the past, the response time was much better. I can recall when they responded within 10 minutes, which was very fast.

Now, only premium users, or enterprise-class users, receive a fast response.

Improving the response time for regular customers would be very helpful.

Experience with technical support varies, sometimes they are very good and other times they are not that good.

However, their higher levels of Technical support are very good.

Technical support is okay, however, they only offer service in English. If you don't speak English, or English is not your first language, you will have issues with communicating.

Technical support is good. 

We have not contacted technical support. We have only had a few issues that we were able to resolve.

The response time of the tech support is swift. The support is fantastic.

This is difficult question. Honestly, EMC NetWorker technical support is not very helpful for me, because I have much more experience with it than the engineers who are initially assigned to an issue. I have to wait till my service request is moved to a higher level of support and, often, by the time that happens, I have fixed many service requests by myself.

On the other hand, EMC engineers are friendly and try to help as much as possible, so if you are not an experienced customer they can search in knowledge database for your issue and fix it via a WebEx session. This can be done over a live chat session or via a regular service request.

You can enable notifications (at the EMC support page) for security and technical alerts as well, so you will be informed about any big issues quickly.

When I need Dell EMC NetWorker support and there's a Dell EMC Data Domain issue, it's really easy to have support for both of them from one location. Support has always been there when we needed them.

7/10

The support of Dell EMC NetWorker is very good.

The technical support is okay, but it could be better.

I was very dissatisfied with technical support. It's one of the reasons we switched to Commvault.

I have worked with local EMC partners, I have had a positive experience.

I did not use technical support for NetWorker, but I have used it for some other EMC products and I think they were a little slow. 7/10.

Technical support is okay. They often have patches and other solutions that can help resolve issues. However, sometimes they are not accessible. It's a big problem.

Technical support really needs improvement. Getting assistance is a long journey starting with collecting logs. If we're lucky, we can have things sorted in a day. If the issue is related to an application or a link or a restore issue, anything regarding the performance, it's very difficult to get assistance. 

I'm very satisfied with the support that Dell provides. As soon you create a support ticket, someone immediately contacts you to provide the support. The person might not be an expert, they are generally not techie guys but they are often very helpful. They immediately take the remote of your system to understand the problem and I appreciate that. 

The technical support from EMC is 10 out of 10. I am really impressed by it. 

We have contacted technical support and they have provided us with good technical support. 

We have no issues.

I have been satisfied with the technical support.

Technical support is good, but it depends on the time zone. I've noticed that some areas offer better support than others.

Excellent.

Dell EMC support is good. 

Technical support should be a lot better.

They have good technical support. They had good solutions for any problems I had. 

I have contacted technical support. As a percentage, I would rate them 70%.

A seven out of 10. We must engage a reseller who supports it. They also are having difficulty troubleshooting it.