FlexPod Customer Service and Technical Support

Business938f
Business Technical Consultant at a tech services company with 5,001-10,000 employees
We use technical support all the time. The collaboration between Cisco and NetApp is actually very good. We use both platforms. Even though we work with Cisco directly to utilize HyperFlex architecture, which competes with FlexPod, the customer service isn't competitive and remains collaborative. There is no finger-pointing, which is very surprising. More often than not, we're able to satisfy an anomaly or technical issue easily. The technical support is very, very good. View full review »
reviewer1223427
Cloud Service Engineer at a tech services company with 51-200 employees
The technical support is pretty good. I would give it a seven or eight out of 10. A full 10 would be having the automated upgrading, getting them to do the upgrades, as that would take a lot of time off us having to do them. I am sure that there is a team you can get for that support, but it's quite expensive. Maybe that type of support for upgrades can be bundled in when someone buys a FlexPod deployment. Most of our time on the environment is spent on upgrading of the infrastructure. We have really good support from NetApp. We get really good, really fast support from Cisco, as well. E.g., if there is a failed memory chip in one of the host servers that needs replacements, they are always on time. They send it out when they need to, and if the problem is not resolved, then they move that forward to the next tier. View full review »
ChrisKnott
Data Center Engineer at a financial services firm with 51-200 employees
The technical support is good. We've never had an issue with them. We paid for a service and we have a dedicated support person. We call him, he opens the case, then the engineers call us back. We don't wait on hold or do any of that. So it works really well for us. I like that. The solution's support for the entire staff has been very important. That I can get the help that I need and help find solutions to fix issues that happen between the stacks is really valuable. View full review »
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Aaron Hibbard
Senior Systems Engineer at a transportation company with 501-1,000 employees
Unfortunately, we had had to use technical support a few times, but for nothing major. We have not had any major failures, usually it is just your typical drive. We have 1500 spinning disks, so we have a drive die here and there. Most of the time, we do not have to do a whole lot. Usually a drive shows up, we slap it into the system, and it is good to go. They have been good working with our newer administrators, who are not as familiar with the storage platforms. They over take them, do the upgrades, or walk them through the deduplication processes. We can call them with anything. We also have a TAM who helps and facilitates a lot. Once we get to the back-end texts, we never have a hassle, even if they determine that it is a VMware or Cisco issue. It does not matter. They are always willing to stay on the phone, all we have to do is open a case with the other provider, and everybody works together and says,“Here is what we found.” View full review »
reviewer1223463
Senior IT Analyst at a construction company with 10,001+ employees
The technical support has been very good. I have had a few calls with them. I had one problem at the site where I had an aggregate that would not shrink after I had deleted some stuff. It took a few tries to get the right guy on the call. We do have a NetApp SAM with our company, and it really took getting to him to get the solution fixed. View full review »
Zbyszek Sitarek
IT Manager at Capgemini
Technical support is really good, especially when it comes to cooperation between various vendors like VMware, Cisco, and NetApp. At this moment, we do not have any kind of problem with support so we can easily get the kind of support that is needed. View full review »
reviewer1223598
Cloud Engineer at a manufacturing company with 5,001-10,000 employees
I haven't had to open up any support cases recently. That said, the unified support for the entire stack is very important to us. If we ever did need to open a support call, we know that NetApp and Cisco are going to work together for a solution. When you get solutions that aren't paired like that, a lot of the time you get vendors pointing the finger back and forth at each other and bounce the support tickets back and forth. Knowing that NetApp and Cisco have worked together to verify this solution and are committed to working together to solve problems is very important for our organization. On the occasion where we needed to use technical support, it was excellent. View full review »
DataCente1bb
Data Center Manager at a consultancy with 5,001-10,000 employees
From a customer perspective, it has been up to us to make sure that we get both NetApp and Cisco involved when we have had an issue. Unfortunately, we cannot just contact one side and they contact the other vendor to sort of work it out in the background, leaving you in the loop. We are interested in what is going on, but we have felt that we have had to pull the two sides together to make the FlexPod service side of it work to our benefit. They have worked with us to sort things out. Admittedly, we are running the bleeding edge of things. We are using Oracle UEK, which was not necessarily on either side's support matrix right upfront. Therefore, we have had some issues getting both sides' corporate to play nice. Eventually, it did get sorted out, and we are getting these things resolved. View full review »
reviewer1223496
Sr Systems Engineer at a government with 1,001-5,000 employees
The technical support is fantastic. We're in Denver, Colorado and we've got a really good strong team out there associated with NetApp, so we are happy with the partners and we are happy with NetApp themselves. It's all been great. No issues. View full review »
Darin Zook
Service Delivery Architect at Premiercomm
I get frustrated with TAC (Cisco's Technical Assistance Center) from time to time. Whether it's TAC or NetApp, working through level-one technical support has always been a challenge because it's usually a very scripted conversation. When you're an organization like ours, where we're troubleshooting for our customers all the time, you run through the common scenarios already, before turning to support. I like to be able to work my way up a little bit more quickly, and I've learned some tricks over the years to get to a level-two or level-three tech before burning too much time. Especially when you look at the fact that we also sell a lot of HPE and Nimble, solely because Nimble had great tech support - when you made that phone call, they picked up immediately - that's something that really went a long way toward improving their customer satisfaction. I'd love to see NetApp and Cisco do something similar to that. View full review »
Casey Riffel
Lead of the Server and Storage Team at a tech services company with 201-500 employees
If you open a ticket, you get a response from NetApp and Cisco on the same page, on the same team. Their support has been great. You actually get a follow-up a day later: "Is everything still good?" That's great. View full review »
ManagerO2057
Manager of Network Services at a legal firm with 501-1,000 employees
It has not always been the single point of contact for all of vendors who participate as it was sold to be. Occasionally, we end up having to go to each vendor, and there isn't as much cross-vendor support as we had wanted. There is always room for improvement in support. We want the intercompany communications to not have us have to contact vendors separately to work on one issue. We want them to own it internally, which would be a lot more helpful. This is what they're supposed to do. Compared to some other vendors, we still receive good support. Unfortunately, the issue being that they still seem to be separate support buckets rather than integrated support. It's hard to ding the platform overall, but that's probably where I would ding it at the moment. View full review »
KyleKnox
Systems Engineer at First Ontario Credit Union
The technical support is the best out of all the ones that I'm responsible for calling, e.g., compared to Dell EMC. We've had issues with Dell EMC in the past, HPE as well. Anytime that I have called NetApp, they have an answer right away. Before with Dell EMC and HPE, we've been bounced around in their Tier 1 and 2 before you get to talk to someone who knows what is going on. That doesn't seem to happen with NetApp, or if it happens behind the scenes, we don't see it. The solution’s unified support for the entire stack is very important to us. When we have trouble with Fibre Channel or networking, it's just one number to call. You get someone who knows the whole stack versus having to chase down Brocade, Cisco, or NetApp. View full review »
reviewer1223511
Senior Storage Engineer at a financial services firm with 1,001-5,000 employees
We did not purchase this product with the support contract, but I would like to try it. So our next purchase would be for sure including that part number for the FlexPod support. View full review »
reviewer1223541
Systems Engineer at a healthcare company with 5,001-10,000 employees
We have used technical support a few times, mostly just for questions. The solution’s unified support for the entire stack is really important. We can't ever find ourselves in a situation where something is down, and it's integrated with another vendor application and we're looking for support, that all the vendors are pointing fingers at each other. One of the requirements that we have for standing up a system like this is that it has this type of support. View full review »
Capacity532c
Capacity Manager at a energy/utilities company with 1,001-5,000 employees
The technical support is good. We generally call directly to either NetApp or Cisco. Every time that we have called the support has been good, NetApp especially. We've found that they stick with a problem all the way through to the end (24/7) by switching their engineers, though the underlying problem maybe even isn't a NetApp component. View full review »
reviewer1223397
Solutions Architect at a software R&D company with 51-200 employees
I give both Cisco and NetApp a ten for their efforts in technical support. I have used a lot of other vendors' support services, and pretty often it is an absolute joke. If there is an issue, the FlexPod support team is there to fix it. View full review »
JustinMoses
Director of Data Center Operations at Barry University
The unified support for the entire stack is extremely important for us. Anytime we have an issue, even though we haven't had any recently, we need to get it resolved as quickly as possible. Having a single vendor to go to for everything just makes it that much easier. When we have had to contact technical support, they were very responsive, they follow up, and they take ownership of the issues right away. I would rate them a five out of five. View full review »
Mark Reboli
Network/Telecom/IT Security Manager at a university with 201-500 employees
For the most part, technical support has been on the software side with VMware. As far as going through TAC, we have not had to use it too much. I've been on FlexPod now for about seven, or eight years, and the number of times I have called TAC on issues is very very small. Most of the time, if there is something, I deal with my VAR and they have been great to deal with. I've never had any major issues. TAC has been really good. The other thing that I do is I work very closely with my account manager, he's a great guy, Tyrone. He has been great to work with and the nice thing for me is that he has brought in the right people. From a data center standpoint, Jamie has been up to see me I don't know how many times. I say, "Here's what I'm trying to do," and they say, "Here are the different options you have," and they try to help us figure out the right way to go, from their perspective. I bring in my guys and we try to put it all together. I really like the team approach, for me, it's an advantage. I do have other options but it's just so easy to work with them. I get what I need, I get the scalability, I get the future-proofing. I don't have issues. I have too many other things to worry about. If I can eliminate one I'll take it. View full review »
Jason Batt
Senior Data Storage Administrator at Denver Health
Just fantastic tech support. The chat functionality gets us in touch with top-level engineers when we need it. As a hospital, that level of support is priceless. View full review »
John Capobianco
Senior IT Planner Integrator at a government with 1,001-5,000 employees
We really like the technical support. We were able to get up and running in day one of the FlexPod. Like I said, supporting it is a little more challenging only because of the familiarity with the GUIs. A lot of people aren't in there very often though, and when we have to troubleshoot it's a little challenging for us. View full review »
Brian Foulks
System Engineer at Missile Defense Agency
Because of my environment, we have dedicated teams. We get instantaneous support. So it's not fair for me to answer this question. View full review »
Kent Christiansen
Practice Director at Datalink
We put a layer over support. We support the entire FlexPod environment plus applications, cloud, etc., which is something that you will see with us in delivery. NetApp and Cisco have been working together very closely. If we run into a problem where we need support from NetApp or Cisco to support our client, it goes very quickly because they are working together in labs: designing, managing, and supporting these environments. View full review »
Aaron Kimball
Solutions Architect at GDT - General Datatech
Technical support is great. * The technical support will do handoff support between the multiple vendors which the customer is working with that. * They have a support level which takes the Level 1 calls. The customer calls into it, and it's a single reach number. The customer has the capability to call in and have the solution or trouble ticket worked on or look into. * For partners, they have a support model which allows us to take a Level 1 support call and help the customers out as well. There are three support levels that FlexPod works within, which is great. View full review »
Obi Vellore
Senior Project Consultant at DynTek
Technical support is very simple. You have one number to call. The support team will do whatever needs to be done, then your case is resolved. View full review »
Michael-Jensen
Infrastructure Engineer at Louis Stokes Cleveland VA Medical Center
The solution's unified support is very important to us. It's just one number to call and then we get supported on all of the different components. On a scale of one to ten, I would rate their technical support a nine. View full review »
JacquelineLee
Senior Client Executive at Sirius
The technical support is very good. There are times when we get stellar support, then there are times when you get an individual who may not have had the right sense of urgency when we had a sense of urgency. But when we escalate, the response is very good. So, we are happy, and that is why we continue to invest in NetApp. View full review »
reviewer1223559
Solution Architect at a energy/utilities company with 10,001+ employees
We have been in contact with technical support a few times. Not a whole lot. I don't have any concerns with them. View full review »
Craig Mcdonnell
Director of Integration Services at Charter Communications, Inc.
Support is supreme, everything from documentation to having people who will jump in and support our systems. When we were tied to the automatic provisioning system on command, it allowed us to tell when a device had gone bad. We get drives sent to us automatically, then we replace those drives, and we continue to service our client. Zero downtime, that is what we love: a lights out type operations. View full review »
Ahmed Jehanzeb
Infrastructure Engineer at Suntrust Bank
We have a support contract with Cisco. It is very quick. We are on the phone with them immediately. Out of 10, I would give them an eight. View full review »
HammadSikander
Engineer at a insurance company with 1,001-5,000 employees
We have used technical support a few times. I'm mostly on the architecture side. The engineering team uses it. I hardly use the technical support, though I've used it in the past. It's good depending on the support level you get. We have enterprise level support. We have the highest level support from Cisco and have never had an issue. The solution’s unified support for the entire stack is critically important because we cannot afford downtime. View full review »
Will Bashlor
Manager of IT Services at a comms service provider
We have had great support, and this is when we have called for any problems, which have been very minimal to start with. The only time that we had to use support is when we installed the system. Part of the system from the UCS was damaged in shipping, which was no fault of the FlexPod, but we went through support to have it replaced. It was no problem at all. View full review »
Justin Wasden
Director of Datacenter with 51-200 employees
We have used technical support from time to time. Most of the time, we end up having to get a tier above. We're able to do a lot of the Tier-I troubleshooting on our own. We have a lot of engineers that can handle that, so we do spend some time trying to get past Tier-I in order to get the support we really need. View full review »
Julie Gutierrez
Systems Engineer at a tech services company with 501-1,000 employees
I would rate the tech support as a ten out of ten. They have a consolidated support team, so you can receive the help you need since they have dedicated support. When you call, you're going to get virtualization, storage, and compute support. View full review »
NetworkE8816
Network Engineering Manager at a insurance company with 1,001-5,000 employees
We use technical support from time to time. Most of the time if we really need assistance we end up having to get above the tier one support. We're able to do a lot of the tier one troubleshooting on our own. We have a lot of engineers who can handle that. We spend some time trying to get past tier one when we already know the issue is more complicated in order to get to the support we really need. View full review »
reviewer1223619
Senior Systems Engineer at a government with 201-500 employees
The solution's unified support for the entire stack is significant. In my experience, I've had situations where we built an architecture that did not have that model. It was difficult because as a customer, we ended up coordinating the support of the multiple vendors. Our experience with them has been positive. We do have a technical account manager on the Cisco side, and the coordinated support is available if necessary. View full review »
Isaac Ojeda
Subject Matter Expert at a tech services company with 51-200 employees
Their technical support is very good. I don't think we have had a call that lasted longer than a couple days, and it was only for one issue where something didn't work properly. It wasn't exactly a hardware problem, but it wasn't a software problem. It was just one of those strange anomalies. View full review »
Executivc4c1
Executive Director Of IT at a university
Their support is absolutely up to par. I even like their automation support. This morning, I got an email saying that one of our drives had a problem, and they were going to replace the drive. They send it to us and then they show us how to put it in. View full review »
EricKutyla
Senior System Administrator at Bell Canada
FlexPod is improving our business by giving us rapid support and rapid response to incidents. The FlexPod unified support was really important for us in a case where we contacted one of the associated vendors. They redirected the case, taking charge of it, and really speeding up the process of troubleshooting with the other associated vendors, who are included with FlexPod View full review »
JasonDe Plessis
Platforms Engineer at Logicalis
I haven't yet used their technical support. View full review »
Tariq Ejaz
Systems Manager at Marcum Technology
I haven't had any issues, I've called Cisco, NetApp, VMware. It's been pretty good. View full review »
Darin Zook
Service Delivery Architect at Premiercomm
The collaborative tech support model that NetApp and Cisco have together is what sets them apart when you look at other solutions out there. There are so many times where customers and partners who are trying to support their customers have to call around, then you are in a back and forth battle between vendors. This does not happen in the FlexPod solution because of the collaborative support model between Cisco and NetApp, as well as VMware and some of the other partners. They can pass information back and forth to ensure the customer is getting the best experience possible, and that is what makes it shine. View full review »
Sreenivas H
IT Architect at a tech services company with 10,001+ employees
Once in a while, we do call Cisco. Sometimes Cisco will transfer call to NetApp. Sometimes my admins, by default, will call NetApp. Either way, it works fine. No one pushes back and says, "Why did you call Cisco or NetApp?" Both companies partner behind the scenes getting us the support that we need and help guide us through the process. View full review »
John Barrow
Chief Technologist at Datalink, a division of Insight
The time to be able to answer our call to the time to get to a technician who understands what we are telling them, and even though they may not be able to help us resolve the problem, they are knowledgeable enough to tell us what to do to prepare to talk with a Tier 2 or 3 type person. Then, from there, there is the ownership to the resolution, then the followup by our account executive. View full review »
Ilias Mintidis
IT Engineer at CenturyLink, Inc.
If you get the right numbers and give the right information you can get to the right support. Otherwise, it's a nightmare. Once you get to the right people, it's perfect. View full review »
SrStorEng65465
Senior Storage Engineer at a tech vendor with 1,001-5,000 employees
Tech support has been good. There are no issues with NetApp or Cisco. We would like to see the tech support timing match better with our business needs. This is definitely becoming more challenging. View full review »
OliverSchnurer
Team Lead at Grenke Digital gmbh
Their technical support is good. It would be better if some P2 cases would be looked at from P1 guys as well, to give more experience to these orders. Last time we had four weeks on a P2 case, which wasn't very good. We have a task force and within three days, we managed to get through the problem. So this could have been resolved actually two weeks before. View full review »
Gage Parker
Systems Engineer at a university with 1,001-5,000 employees
* With NetApp, technical support has always been great. * With Cisco, it depends. * VMware is horrible. I hate calling them for anything. View full review »
Alok Tripathi
It Managed Services Provider at a energy/utilities company with 10,001+ employees
We have professional support. They are pretty responsive and they support us. View full review »
Dan Scullen
Senior Systems Engineer at Booz Allen Hamilton
The tech support has been great. Being able to have one call, whether it is to Cisco or NetApp. If there was ever an issue, they can hand the ticket over without us having to do it ourselves. View full review »
EricKutyla
Senior System Administrator at Bell Canada
I haven't called technical support for FlexPod. NetApp support is fantastic. The times that I've had to contact them, it was awesome. I was able to get to an engineer right away and the service was excellent. I even received more than what we asked for, additional information. So, it was very good. Cisco support is much slower. Opening cases with Cisco tech is sometimes a bit tedious. The return time for less important calls can be slower. Even Priority 1 calls can sometimes be a bit long and they will have to call me back. View full review »
Alan-Crouch
Senior IT Manager at Vocera
Technical support used to be excellent, but now, it is just okay. The last two calls that I have made to NetApp support have been handled too casually. People are too lax, not quite as professional as I would have liked. Basically saying, "I don't know, dude." When I call tech support, I want a professional View full review »
Francis Shin
Solutions Architect at SHI International Corp.
Technical support for this solution is very good. One of the benefits for vendors, being in a FlexPod, is that you don’t have to call support for each of the OEMs to help figure out what the problem is. It’s kind of a one-stop-shop as far as support goes. View full review »
Troy Brick Margelofsky
Solutions Architect Team Lead at CDW
Because of the length of time that FlexPod has been around, it has been proven. The support center, Level 1 all the way through to the specialists, understand how the program works. NetApp's support understands the partnership with Cisco, VMware, and Microsoft, and the entirety of the system. At this time, they have become very good at understanding limits. They can have a management and/or partner issue during the deployment and still maintain the ticket. Our customers love it. View full review »
Architec69f5
Architect at a energy/utilities company with 10,001+ employees
Technical support is very good. I would rate it ten out of ten. View full review »
reviewer1223502
Sr Storage Engineer at a wholesaler/distributor with 10,001+ employees
Support has been good. There were a few hiccups early on but it's pretty well streamlined now. View full review »
SrPlatfo3333
Sr Platform Manager at a manufacturing company with 1,001-5,000 employees
We have had really good technical support across the board. This solution has simplified our support experience. View full review »
VitorDias
Sales Analyst at a tech services company with 11-50 employees
I would rate the technical support as a 10 out of 10. The solution has decreased the unplanned downtime incidents in our organization because of the high availability of the solution. Sometimes, customers have talked about how good the support is. When they call to open a case, we can solve it in two days. To solve a problem, it use to longer: two weeks. Now, it can be solved in two to three days. View full review »
Infrastr4edd
Infrastructure Manager at a consultancy with 10,001+ employees
We have used technical support mainly for performing a function, not for repair. They have provided us guidance on how to do this. View full review »
SystemsEd439
Systems Engineer at a healthcare company with 5,001-10,000 employees
Approachability is an issue. It should be more approachable and easier to feel like you're paying for a service and you're using it. View full review »
SeniorSy113c
Senior Systems Engineer at a manufacturing company with 1,001-5,000 employees
Their technical support is good. View full review »
David_Harrison
Snr Technical Solutions Architect at World Wide Technology
I have dealt with them quite a few times. I would put them up there with Cisco tech. They are easy to get a hold of, easy to understand, and as partner, easy to work with. View full review »
Rodrigo Moncao
Storage Engineer Manager at Servix informatics
FlexPod's tech support is very good. View full review »
DevinChappell
Solution Architect at Charter telecom
The tech support is world-class. We have never had any major issues or complaints. The response times are generally very good. View full review »
SeniorIn5f65
Senior Infrastructure Engineer at a financial services firm with 1,001-5,000 employees
NetApp technical support is very good. We have our own dedicated TAMs and SAMs assigned, and support has a nice dashboard where log into support and see all our systems. We can see the performance, data, etc. View full review »
reviewer1223577
Principal Infrastructure Engineer at a healthcare company with 501-1,000 employees
We have had to file tech support cases. Our experience with them is okay. We dislike going online with the robot stuff. Many times, it has delayed our reaching out to a real support engineer. View full review »
Joseph Pontillo
Information Systems Manager at a government with 1,001-5,000 employees
Although it's really hard to automatically get the correct person the first time, what you can do is get someone from one stack, say VMware, and if they say, "Hey, it's not a VMware problem, it's a networking problem," they can loop in the Cisco person, give them all the information, and we can troubleshoot the Cisco or the networking portion of it. They might say, "Hey, you know what, it's storage latency. Let's loop in the NetApp partner." They can all talk in the backend and compare logs, versus me having to open three tickets and wait. It allows me to loop in support from three different companies and not have to open a ticket with each company, and then have them say, "Send me the logs." Then have them say a couple hours later, "Well, we looked at the logs. It's not us. Go to the next guy." And then you go to the next guy and the next guy says, "Well, send me the logs, describe the problem." He takes a couple of hours, looks at the logs and says, "Hey, it's not us, it's the other guy." View full review »
ManagerO6505
Manager Of Network Administrator at a K-12 educational company or school with 201-500 employees
We get a lot of domestic support. We are in Kansas City, and the support office is in Wichita, Kansas. They are three hours away from us. They have never come, but it is great to have that local connection. They do a very good job of taking care of their stuff. They got a lot of pride in their equipment. View full review »
Drew Breece
System Analyst at ONEOK, Inc.
When we have to call for support, NetApp's people are great and their support is great - I like them as a company. Cisco support is fantastic. Although we have never really called in for a ticket under the FlexPod umbrella, it is nice to know that we have that option. If we have a VMware issue, a Cisco issue, or a NetApp issue, this is just a nice thing to have. View full review »
Devin Chappell
Solutions Architect at a comms service provider with 51-200 employees
Technical support is very good. We've been very happy with the response we've received. I feel they guide us through the entire process. I don't necessarily get the right person the first time when calling, but I don't think you ever get that with a Support Desk. View full review »
JamesThomas1
Technical Consultant at Venn IT solutions
The solution's unified support for the entire stack is beneficial. Basically, it's kind of all-in-one. The technical support for this solution is ok, although we dislike using the online robot. It's caused delays in us reaching out to a real support engineer. View full review »
Drew Breece
System Analyst at ONEOK, Inc.
NetApp's tech support is top-notch. We have a good relationship with our local guy. If he does not know the answer right away, he reaches out to somebody in the larger office and we receive answer very quickly. We are very happy with support. View full review »
Alex Tsui
Senior Solution Engineer at a comms service provider with 501-1,000 employees
Usually, FlexPod is good enough in terms of Cisco's product line support. View full review »
AlexTsoi
Senior IT Infrastructure Specialist at a financial services firm with 201-500 employees
The technical support is good. We haven't needed to contact Cisco support regarding FlexPod as the entity. For NetApp and UCS, we receive a lot of attention. The solution’s unified support for the entire stack is very important. With FlexPod, you receive a higher attention level when you ask for support. This is very beneficial in a time-sensitive business. View full review »
SystemsA52a9
Systems Administrator at a consultancy with 1,001-5,000 employees
The tech support is good. They could improve their response times. However, the tech team knows what they are talking about. So, I'm happy with them. View full review »
StorageA5733
Storage Administrator at HDR
I am happy with FlexPod's tech support. If we need support on it, we go to one place and get everything that we need in one shot. View full review »
Adel Saeed
Sr Network Solution Engineer at InterVision Systems Technologies
Cisco's support is very good, all the time. I love them. You have one number to call, and this call will cover the compute, storage, and networking. View full review »
Enterpriaa97
Enterprise Solutions Architect at a tech services company with 1-10 employees
Technical support is very good. We had to open a ticket one time but it was very quick to get it resolved. View full review »
Mike Ryan
Network Engineer at a tech services company with 1,001-5,000 employees
We never had to use the solution's technical support. View full review »
Taran Nasseth
Data Center Engineer at a manufacturing company with 1,001-5,000 employees
We had an issue not too long ago, which ended up being my fault, but they figured it out pretty quick. We were able to determine before Memorial Day weekend, thankfully, that it was my fault, and not a product instability nor a problem with the new code. We called in because it was a pretty severe issue. We had a 20 minute outage because of it, and the issue did not resolve itself when I backed up my latest change. Therefore, we did not think it was my fault. However, everything just took awhile to come back up. So, we called support, who became engaged. It was pretty quick to resolve. View full review »
Sihle Letlaka
Enterprise Architecture at a Consumer Goods
I have not used it personally. View full review »
reviewer1223490
IT Manager at a tech services company with 201-500 employees
I don't remember having needed to contact their technical support. View full review »
MarioArlia
Senior Systems Engineer at First Ontario Credit Union
We haven't had many cases where we have needed NetApp technical support. When we have, it has been quick and efficient. View full review »
AssocVpacfd
Associate VP at a tech services company with 10,001+ employees
The technical support is quite good. We have never faced any problems where the a business has been impacted. We are very happy with it. View full review »
Darrell Monroe
Infrastructure Engineer at TechnipFMC
When dealing with technical support, which was not often, it was tied to our account. That was difficult because I had to go through a partner to find out what our accounts were before I could get support. I wish that part was a little easier. View full review »
Colin Fritzke
Network Engineer at Long view systems
Technical support is reasonably good. It simplifies our support experience. I don't have as much insight into the NetApp side of it, as compared to the Cisco side. View full review »
reviewer1223379
Systems Engineer at a financial services firm with 1,001-5,000 employees
Support is able to fix our problems but we don't use them much. I haven't had many problems, so FlexPod's unified support hasn't been that important. But if I did have a lot of problems, it would be important. I'd rather just not have problems, so that's a good thing. View full review »
Evan Wheatley
Solution Architect at Charter
We haven't called NetApp directly but we get tech support through Cisco and we get absolutely great support from them. They guide us from A to Z. View full review »
reviewer926175
Senior Systems Engineer at a manufacturing company with 10,001+ employees
Their technical support is good. I would give them a ten out of ten. View full review »
Jegan Chinnu
Storage Engineer at a tech services company with 10,001+ employees
The technical support is good. I have been working with NetApp for the last two to three years, and they have solutions readily available for bug and code fixes. View full review »
reviewer1223601
Director IT at a insurance company with 201-500 employees
The support for this solution has been good. The support team maintains applications on all of these products. Their training is good and the support is good. View full review »
Kevin Henderson
Information Security Engineer at a aerospace/defense firm with 10,001+ employees
I haven't personally used the technical support, but we do have a few people who worked for NetApp who have come to work for us. Their interactions with NetApp have been great. View full review »
Alex Pop
Network Systems Specialist at a healthcare company with 1,001-5,000 employees
It has never gone down. I think we had one drive go down once, and we opened a tech case. They sent us a new drive. View full review »
SystemsEeff6
Systems Engineer at a comms service provider with 51-200 employees
We have used technical support once or twice, to try to add some functionality into it that we didn't use, and they were pretty good. View full review »
Operatio235c
Operations Engineer at a pharma/biotech company with 10,001+ employees
Once we get to the right people, we get the issues fixed. Sometimes, it can take awhile for support cases to get to the right people, especially if it's not a P1 case. P1 cases are usually quicker. View full review »
reviewer1223475
Pre-Sales Specialist at a comms service provider with 10,001+ employees
Sometimes we reach out to the NetApp support from the NetApp part or the Cisco part but the engineers by us are also certified to install FlexPod. We have had good experiences with them. They speak the same language as us which is an advantage. View full review »
SystemEn8432
System Engineer at a financial services firm with 1,001-5,000 employees
We have a very high opinion of the technical support team. View full review »
Christian Jansen
Technical Operations Manager at Dyncorp
The technical support is very good. Being unified under one single point of contact for all products in the stack is very good. We found that our time to open/close incidences is much better than when we were doing it on individual components with individual vendors. View full review »
Virtuali7246
Virtualization Architect at a pharma/biotech company with 10,001+ employees
I've never had any issues, so tech support is good. View full review »
Spencer Carson
System Analyst at ONEOK, Inc.
I do not have a lot of interaction with them. We have assisted their tech resources, bringing up cores and running cable runs. They seemed sufficient. View full review »
Robert Ashworth
Director of Infrastructure Operations at ONEOK, Inc.
I have to admit that I don't call them directly, but everyone on my team has nothing but good things to say about them. View full review »
RafaelLage
CTO at ForceOne
In Brazil, there is a special chain to support FlexPod technical support issues. It is a special chain that is integrated between NetApp and the software layer. The unified support is very important because we have a single point of contact. Whether it is Cisco, NetApp, or VMware, they work together in order to solve any problem that the FlexPod has. View full review »
reviewer926175
Senior Systems Engineer at a manufacturing company with 10,001+ employees
The technical support is good. When we want something, they can do it or will redirect to the correct team. It's how we get the right solution with a single click. View full review »
Director7179
Director Of Engineering
We use both NetApp and Cisco for support. I would rate the support at eight out of 10. View full review »
Thomas Lynch
Network Engineer at DHS USCIS
Technical support for this solution is improving. View full review »
Evan Wheatley
Solution Architect at Charter
With the support side, we deal directly with Cisco, not directly with NetApp. We do have support from all of the vendors, even if it is or isn't a FlexPod solution. The support that we get from NetApp is second to none. View full review »
SeniorSy9b41
Senior systems manager at a transportation company with 201-500 employees
On scale of one to 10, I would rate them about a seven. They need to have a specific phone number for you to call in for the FlexPod solution. Some of the partner support knows if it is for FlexPod, they will get you to the right department. Overall, I do reach the right person when I call them and they do offer the proper guidance. View full review »
NetworkA5035
Network Administrator at a tech services company with 10,001+ employees
I would rate technical support a nine out of ten. It does simplify our support experience. We used to have a SAN environment that was managed by a dedicated team. Now, management is handled by separate teams. View full review »
reviewer1223484
Systems Administrator at a healthcare company with 1,001-5,000 employees
The technical support is very good. View full review »
Steven Network Engineer
Network Engineer at Department of Homeland Security
The solution's technical support is knowledgeable. View full review »
NetworkE1ffa
Network Engineer at a government with 1,001-5,000 employees
Technical support is pretty good. I would rate it seven out of ten. Sometimes we still have issues with support. We have had instances where we’ve called in and not gotten the right people on the phone. View full review »
NetworkE9bca
Network Engineer III at a comms service provider with 1,001-5,000 employees
I have never used FlexPod's technical support. View full review »
ChrisBarnes
Lead Solutions Architect at a tech services company with 5,001-10,000 employees
Technical support is knowledgeable, we reach the right person when we contact them. We, ourselves, also provide first-call support for FlexPod. View full review »
Technica3f50
Technical Solutions Architect at a tech services company with 1,001-5,000 employees
I personally haven't experienced the tech support from NetApp, but I have heard good things about it from customers. View full review »
NetworkE560c
Network Engineer at a legal firm with 501-1,000 employees
Technical support has helped us out when we needed. When you call for support, at least you don't have a finger pointing session of one vendor product versus the other. View full review »
Mohit Mittal
AGM at a tech services company with 10,001+ employees
Their technical support has been okay. View full review »
Ola Solaru
Enterprise Solution Architect at a transportation company with 10,001+ employees
I would rate technical support as a 10 out of 10. They are good and responsive. View full review »
Technica2c2d
Technical Consultant at a tech services company with 51-200 employees
The technical support is amazing. The NetApp support is really good. We had some problems with the storage, so we contacted them. They jumped right in and were able to take care of the issue quickly. View full review »
Krishna Ramanath
Network Engineer at a consultancy with 1,001-5,000 employees
Technical support has been good when we have contacted them in the past. They have been helpful. However, we have the technical experts, so we do not use their services often. View full review »
Ed Osterholt
Technical Consultant at a tech services company with 51-200 employees
Technical support has been very helpful, and also very polite. They guided us through the process, followed up with us. I've had a good experience with them. View full review »
Practice8f4d
Practice Lead at Bedroc
Customer service is above average. View full review »
Christian Jansen
Technical Operations Manager at Dyncorp
Generally, tech support has been really good. Where we have issues, the vendor steps in and assists. It has been very good. View full review »
Jan Willem Varossieau
Consultant Technical at Vosko
I'm not directly involved in support cases right now so I can't say what the support is like from my own experience, but what I have heard from my colleagues is that the support is good. View full review »
NetworkEcbe4
Network Engineer at a government with 10,001+ employees
The FlexPod technical support has been fairly good. I cannot complain. View full review »
RajeshSrinivasan
Director at HCL Technologies
FlexPod's technical support is bad, as with everything regarding Cisco support. View full review »
SystemsA3715
Systems Administrator at a pharma/biotech company with 10,001+ employees
The technical support is slightly above average. I would like them to have quicker escalation. View full review »
SeniorNeb1d5
Senior Network Engineer at a consultancy with 1,001-5,000 employees
I have not personally used support. View full review »
Ali Tadir
Managing Partner at Nextgen
Regarding technical support, if you have any questions with the new configuration, just open a ticket to tech support and they will fix everything. View full review »
Find out what your peers are saying about FlexPod, Dell EMC, IBM and others in Converged Infrastructure. Updated: February 2020.
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