3PAR technical support has been outstanding. When I ran into some issues with my Nearline drives last year, they helped out with that. Every time that I have had to update the OS or firmware, I opened up a case with 3PAR support, and I get somebody right away. Then, we schedule time and are able to do live updates with no downtime. This is huge and critical for me.

The support from HPE is good but slow. The speed of the resolution could be faster.

I rate HPE customer service seven out of 10. They have some room for improvement in this area. 

The support is quite good.

I would rate technical support as a nine out of 10.

The support from HPE 3PAR StoreServ is professional.

The call-in support is fine. 

The onsite techs have caused outages. However, this issue has been fixed as HPE is now outsourcing this.

The support is good.

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

Overall, technical support is great, other than some problems getting connected with the right person. But once you get to the right technical resources, they are very easy to work with and quickly resolve our issues.

The technical support is good.

We haven't raised a single ticket with HPE regarding 3PAR, but they always call us if there is any soft alert or any firmware upgrade. The only thing that we have to do is to schedule a remote session during which they will perform the update activities.

The technical support on offer is very nice. They are knowledgeable and responsive. We're very satisfied with their level of service so far.

We used the technical support early on for tuning and configuration. We went pretty deep with tech support onsite to get the most out of the arrays.

Technical support for 3PAR is very good. One of the advantages of using the 3PAR product is that devices are calling home. So what that means is that HP support will know about a problem before we realize we have a problem, which is a very nice feature, considering the fact that when HP can provide you feedback on when things gonna fail, how they will replace it, and it's always done within 24 hours.

We have proactive datacenter care; I call it a storage advocate, and we can send every question to them and we get quick answers. They also help to find out if new releases are available and other services. For now, they have more insights on that. They have better sources sometimes, and I have better sources than them sometimes, but they do a great job and they also assisted us concerning the compression issue we had at the beginning.

HPE has very good support on the 3PAR, including the predictive support. We have turned on the Phone Home feature, which allows the HPE engineers to figure out what's happening to the box. At the time they'll actually call us and tell us about the problem. We have actually had a replacement drive show up before we knew there was a problem.

They are one of the best in support, for sure. We're an HPE shop through and through except for networking. We are HPE for desktop, HPE for laptop, HPE for primary storage, HPE for backup, as well as HPE for archive.

The vendor support is very helpful.

Usually if it gets to the point where we can't solve it, we will getting on the horn with technical support. Recently, we did have an under the hood issue which came up, and we know where to go or who to contact. Normal support has been good, but if I have to, we can get with their team that is developing the code. 

HPE even hooked me up. There is one guy who is writing their Remote Copy Software, and there is an inherent little bug we found. We have a pretty complex solution, and unfortunately, somebody always has to be the person to find the bug. The nice part is how they responded to it. Their team all came together, and everybody has been real responsive, even to this day. The VP and their product manager are emailing me, and I receive email updates, even as recent as yesterday. They are staying involved and care about the client.

Reactive is normal support, you do not go there. What will happen, and this is what we are excited about, InfoSight from the Nimble acquisition has a lot more of that predictive information because that is where I am pushing my clients to shift. They should be at the right OS level, so we can get those heuristics in there, because a lot of that information is will help. If something is going wrong, then we can identify it ahead of time, because it is easier to prevent than it is to repair. 

One of the reason why I think HPE bought Nimble is not so much for the Nimble Storage, but for the InfoSight part of it. A lot of the intelligence and data center will help resolve those last little issues regarding, "Why did we have downtime?" We should have seen this coming.

There have been a couple bumps with some of the support stuff, but HPE needs to sort that stuff out and that is where I hope Nimble will help because they are well-known for their support. For example, there were a few goofy things with support where we were trying to do OS upgrades and HPE MyRoom failed. However, they would not get on WebEx because they are only allowed to get on HPE MyRoom. Therefore, we had to reschedule an upgrade three times because of it. It was one of those where it was no one person's fault. It was just a policy and procedure issues. So, I am looking forward to getting some of these things cleaned up.

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

The technical support leaves a lot to be desired. I find it amazing that I paid for extra for support for the 3PAR and I wait on the phone for 30 minutes. For that extra support, when I'm paying for the premium support; so it's US-side support, US-based support, I should mention. If I call the regular number without the extra support, I talk to someone instantly.

It's, "What care plan are you on? What care plan are you on?" That's the question of HPE, "Are you on the SA plan?" "Are you on this plan?" You got to dig through this matrix of plans to figure out which phone are we going to call. It's absurd.

Their live technical support is available 24 hours a day. When I open a ticket with them, the support calls me within 30 minutes and schedules a meeting to show the issue.

HPE support has been great.

We have been satisfied with the level of technical support we get. They are helpful and responsive. 

From an ownership perspective, I like the technical support HP provides because they're better engineers. The tech support structure is also not as clunky as with other organizations and there's a better spread of skill-sets amongst techs. So overall, technical support is pretty good.

High. We have “proactive” support, so many times they are calling me about issues before or right as I see the alerts. Our account support manager reviews our environment twice a year to discuss any issues we have had and any recommendations from HP on how the systems are performing.

High. Updates to the InForm OS and firmware have gone off without incident. When something was wrong with the HBA ports resetting, they brought in additional resources from other areas to resolve it. The issue turned out to be a problem with the fibre channel switches fill word instead of the array.

The technical support is tremendous.

We use HPE technical support. We have gotten every question answered, so they have been helpful.

When we have a failed drive or any failure, we receive emails and do not have to open cases. 

They make the replacement of any parts easy along with the analysis of any issues with the servers, 3PARs, and any upgrades which need to be happening, in addition to any detrimental performance issues.

They are pretty good at what they do. Those guys fix whatever the problem is. We just kind of plug it in and leave. We don't look back at it again.

Technical support assisted us with a smooth and fast installation.

We go through a third party. We did not use HPE tech support unless we need to escalate an issue.

Sadly, the support from HPE has not been all that great. It is tough to get a tech out or get a response from some of the techs that we have.

The customer support team doesn't know the answers to the problems, and they cause delays. All the tickets, including a high ticket, always go to their L1 support before going to L2 and L3, which is not expected. I have to call a very senior SME eventually, and then they would really start working on the issue, which causes delays most of the time.

The customer support team is good. They give timely responses and if need be they also share screens and provide support.

The technical support is very good.

Technical support for this solution has been great.

So far, the technical support has been good. We had one major failure and the technical support team sent us a part within four hours. Then, we had the new part, and it was everything was back up and running. We were able to talk to a 3PAR specialist to walk us through how to get everything reconfigured. So, there was virtually no down time.

Support is good, overall. 

With the support that our organization has, I can talk to someone right away if I have an issue. It has been very good.

I never contacted HPE support because I have a selling partner,  but we didn't have many issues. So, we rarely needed any support.

We have contacted technical support and it's pretty good.

Technical support is pretty good. We've used it mainly for firmware upgrades and those type of things. We also used them initially for troubleshooting issues on the previous version. They have been helpful.

From my experience, tech support has been good. I'm not directly interacting with support due to my role but the feedback I've received has been good.

HP customer support, especially for 3PAR is excellent.

They have highly skilled technical support team. I would rate them 8/10.

The support team has good capabilities. The team has people with good experience.

Our experience with technical support was good.

The technical support is very good.

Because we are in the Caribbean, sometimes our waiting time for a problem is a bit longer than when you are in United States.

I have used support a lot. Even in the beginning, it was easy to call somebody, and people say, "Other vendors when they talk to the support guys, they actually collaborate." 

This was 3PAR five or six years ago until now. When we have an issue, they will call VMware for us instead of us needing to go back and forth.

7/10 - it can be hit or miss. We get better luck with our premium support levels. We have a named TAM for some of our systems, that works out well. Escalation managers are always good. There is good technical talent, it's just sometimes hidden by first level support. That can be difficult and frustrating at times, but over ten years working with them, I would say today it's probably a little better than when I first started. Actually, I would say it's probably improved a good bit since I first started working with them, but it's still got some room to go.

I recommend that you always procure the higher support offering with an enterprise product. It will pay for itself.

We went with Proactive Care Advanced, before HPE was offering Datacenter care.

The Advanced Care provides proactive interoperability reports from a dedicated technical account manager. They provide further recommendations on your current configuration if it is not compliant with HPE best practices.

We used technical support to do updates. They're good and very fast. They were very helpful.

With 3PAR WE haven't had to use technical support.

Everything has been very positive with no issues. Working at a nuclear power plant, it’s mostly on our end when issues come up. Otherwise, HP’s been perfect.

We are satisfied with the HP Enterprise technical support.

Technical support was average, and bad handling some incidents.

It’s great and yeah we have a great support agreement with HP and we leverage them, not just for support but for their technical expertise. Like I mentioned before I have a very lean team and none of us really have that industrial strength, big company experience. We know the basics of how to tune storage area network but it’s really handy to be able to call in an HP engineer and have that conversation without having to incur big professional services engagement.

We worked with technical support for six months to get the splitting 3PAR issue resolved. We met every day, until it was finally resolved, but it took six months. It was good that the issue was resolved, but we were disappointed it took so long.

Technical support is not as good as I would like. Our biggest problem is usually the language barrier. I don't want to say anything derogatory, but sometimes we have a hard time understanding what they want us to do. And sometimes the required upgrades have been a little bit involved: "You have to do this before you do this," and I want them to explain to me why. It's more work than it should be.

Up until this point, technical support has been amazing. I am a little leery because I have heard they are doing more outsourcing with their support. I've run into that with other vendors that we deal with and it has never really worked out that well. We always seem to get less knowledge and then we have to go through three or four people before we get to the person that used to be the number one guy that we talked to. And he was the only guy we talked to. He knew how we use our things and at what capacity they were used, so it was easier for him to help us troubleshoot. Now I have to go through all these different hoops and jumps, and I'm not a fan of that.

I've used technical support, and the architecture support was efficient for us as well.

Technical support was actually really good. Once we got the right person on the call, then it was actually resolved pretty quick.

They will dedicate resources to help resolve issues. That part was impressive, although to actually get a resolution at times we had to really push.

Technical support is hard to understand at times and we always had to escalate to level 2 or 3 or engineering. I have even had escalations to Lab still with no real resolution.

It's outstanding.

We had to aggressively work to upgrade through the ranks of HP support in order to get to a tier that would really help us with this problem that could really understand this problem. It took us several hours to get through that. Of course we're relying on the thousands of concurrent connections we have at any given time. That was an issue. I have no complaints there, whatsoever. You can add controllers, add drives as much as you want. It's pretty much unlimited how far we can go with it. I mean HP did the setup work for us. Therefore, it was very straightforward. The only thing they really wouldn't do is the wiring which is understandable, so we had that taken care of and could not be happier with that part.

You know, realistically, we have probably seen more upgrades, former firmware updates, insertive updates, good solid response. When, Heartbleed and a couple of other issues came out with open SSL, we saw within a month timeframe that we were getting updates, being notified, okay, here's the level that you need to be running at. That's not necessarily the case with other vendors. It's been really good overall.

The feedback I've received from the team is that they've been very responsive, very attentive to the questions that they've had. Very responsive to any problems that we had initially rolling out. I mean, problems just a little bit of growing pains and try to understand. It's a little bit than where we came from, but over the past few months, we've been running with the solution, it's been great.

It’s been okay. With me being a 3PAR person, my struggle with HP is that when I know more about the product they still take me to the level one person, which wastes my time.

On a scale from 1-10 I will give them a 9.

We had a quick turnaround time with one issue, and even a dedicated engineer working with us even though the issue was on the network side for the replication. Overall, we have very good support.

Technical support has always been quite good. I have no complaints there. They're pretty good, very professional. I'm satisfied with the level of service.

I think that technical support is good. We have only had one report.

The technical support is very good.

Technical support has always been great. We have to be available 24/7, 365, and for what we've needed, they've always provided really great support.

So far, technical support has been good. However, we use our own in-house expertise to resolve issues.

Tech support is great, and that is for any of their team who has ever worked with us. They are willing and committed to making sure the customer is treated the way we need to be. For example, they were there for about a month or so when we were having calls every day with them. 

Technical support is good. It's still separate from the normal HP Enterprise support team. It's really responsive, incredibly knowledgeable. Their engineers are wonderful, really good. We have had really positive results with the 3PAR support guys.

In terms of reaching the right person, actually, the way it goes is that they call us.

Of course they contact us via the partner, but they contact us, and the response is great. Everything is within SLA.

We've had our issues, but overall they've been pretty good. Doing some upgrades, we've had some problems.

The support from HPE in our projects is always very good. We have been working together for 15 years in this customer environment, and one of the main reasons to stay with HPE is the very good support we have had from all the HPE people over these years. That's one of our main success factors.

I have used technical support and it usually is good. Their support is very hands-on compared to NetApp. Sometimes we have issues where they, just like any other vendor, point fingers at either networking or the hardware. We've encountered that with them, as well. Overall, support was good.

Technical support's been very good. The dedicated help desk for the 3PAR platform has always been very good. We’ve used them for troubleshooting where certain things don't happen the way that you'd expect them to. Sometimes this is our perception of what we feel we should do and not necessarily a shortcoming of the platform. It's just something we'd expect them to do.

We have technical account managers, and we call them to handle any kind of maintenance agreement or things like that, and have had very good support from them. If there's something that they can't answer, they're always willing to reach back and get the right point of contact. We've had very good dealings with our technical account manager and technical support.

The product's support is both good and bad. 

We've contacted technical support from HP for 3PAR in the past. We needed to upgrade the firmware of the storage. We needed some support from HP, which was excellent. We are satisfied so far. There have been no issues.

One of 3PAR's advantages is that it's easy to find a qualified technician. It's such a common device. We are using it in Turkey. France, Spain, and other locations.

Technical support for this solution is very good.

When I can call and talk to somebody who does not repeat back the question I am asking and we can get to working on it, whether it takes an hour, a day, or a week, I have support for the solution. That is the most important thing for me.

Support was good. They keep wanting us to always upgrade. However, with this failure that we had, it has made us nervous moving forward.

The support is very good, they're generally very responsive. I haven't had any issues with them in terms of responding in a timely manner to any request that I have had.

We have used tech support a couple of times. Usually, it's just involving them in upgrading the service processor or upgrading the OS on the appliance. They have been really good.

The only drawback on it is they seem really busy. We get a critical notification when an important patch comes out, but sometimes it's a month before we can get this critical piece on because they just don't have time on their schedules to do it sooner.

For the 3PAR the technical support has been great. They've been able to help us with any issues that we've had.

We absolutely have used tech support, and they have been great. They're very good. Luckily we haven't had many issues, but when we do, we contact tech support. They're usually very good at getting back to us, because it's automated tech support. They will actually call us, and tell us there's a problem before we even notice it ourselves.

It's getting better in Europe, but it could still stand to improve.

We engage quite heavily with HPTS, as we call technical support, and when it comes to implementing new technologies or birthing a new 3PAR, then we don't do that alone. We work closely with HP to make sure that it's all done according to best practice.

HPE's technical support is very good, compared to other vendors. I appreciate their support. 

I have never used the technical support, but my team is okay with it. At the time when we implemented 3PAR into our environment, we really needed some help. We had some issues, which were mostly on our side, but my team was very satisfied with the support.

Support has been very good. Upgrade-wise, we have had HPE guys call us up, and say, "You need to apply this firmware. We need to get you to this level." Then, we get it scheduled.

They are on time and work with us when we need to get anything done. They get things done, so we do not have to do them, which is awesome. 

Support is the biggest downside. I'm not so happy with support. I'm happy with HPE's products. HPE being an engineering company, they provide world-class products. But where we are struggling is with the services, the timeliness and how they deliver and support those products.

Technical support is great. Most of the solutions that we offer, we offer with 24/7 support.

We have a contract where we have field engineer. He is working for more customers, but is allocated for us. So, we do not have any issues at all.

The technical support is very good. The folks that have come in to work with us, particularly on some of our software upgrades on the machine, have been excellent. The field service staff is just superior.

Excellent. We do have critical support, but for us, the cost of critical support is well worth it.

Two pieces. First, the 3PAR people (backend support) are kind of hit and miss, and it depends on who you get. I’ve had some great people and I’ve had others who seem to think it was their mission in life to frustrate me. As I understand it, most are based in Colorado but others are based in India, and it’s really hard to communicate with them at times.

We have what’s considered a secure site, and 3PAR can’t just remote into our SANs, and their technicians seem to take issue with that sometimes. However, the hardware people, meaning the field service engineers, are excellent.

Customer service is good enough in our region.

Technical support is great! HP 3PAR has a service processor that is connected to HP support directly, so HP is monitoring the status of our 3PAR storage. When any kind of issue or a warning is picked up by HP, we are get e-mails from them with recommendations on how to solve it. HP support also predicts failure of disks, and sends e-mail about disk changes before a disk failure occurs. This is a great level of support, and having this means we have no downtime or performance degradation at all!

The support on offer is very good. We don't have any issues with them. They are helpful and responsive and we are satisfied with the support we get when we need it. 

I have done two different upgrades with them. That is all I have done because the stuff is all working. 

Technical support was very helpful. They scheduled around me, then when it was time, we just met in a HPE room, they did the upgrade, and I saw everything they did. Then when they were done, we left the room and I was done. I had my stuff back.

We have used technical support. They came most of the time, even if I didn't need it. I called and they sent some drives if I needed them. There were some pre-failure alarms that we needed to replace and they took care of it. Technical support has been working great.

I give technical support a 9/10. If we have a problem, we log a call and they come back to us within half an hour. It is pretty good.

Technical support is very good. We have a product support agreement on those systems, so the HP support teams are constantly monitoring them and reporting back to us the state and health of the systems. Yeah, it's a very good service from a proactive point of view, so we are hearing things from the support vendor, rather than us going to them constantly to say there's something wrong or we need some attention.

The pre-sales team is 8.5/10, however, post sales team is a 3/10.

The parts replacement is good, however, as for serious technical issues, getting to someone who actually knows enough to help is usually a challenge. This is especially for areas that HP are not interested in developing.

It's very good for the amount of times we have been in contact (not much as there's no need to make contact).

Tech support is fantastic. It seems that you have your own personal support, as we are notified whenever a new firmware/patch/update is released, and we have had the remote support team upgrade the firmware numerous times. We have had only two failed drives on the 7200, and each time the process was simple.

9/10.

9/10.

The support is quite good and we'll continue to use this product.

Technical support is excellent. It's predictive. If my customer has a problem, they inform the customer of the problem and send any necessary parts. They also email the customer to let them know when they need updates.

Technical support is very good. We bought the support package where they will connect remotely to help us with upgrades and firmware changes. So, it's very solid.

I would rate the technical support about a seven or eight (out of ten). They have been pretty good. The response time has been pretty good for any issues that we have had. From a hardware standpoint, we haven't had that much. It has been more from a software side, and we have had some pretty good responses from HPE.

Technical support is very good. They're very prompt. They know about stuff before we do sometimes.

Last night was a perfect example. We had a problem last night and before we knew it, there was an email and then, about 15 minutes, later HPE Support sent another email saying don't worry about it, it corrected itself, nothing to worry about.

We have not used their technical support.

The support that we receive from HPE is pretty good and that's one of the major factors. Sales - anybody can come and sell it - but the main thing is support. After sales, support is the main thing and they've got a really wonderful team back at our place.

I would rate the level of technical support as average.

We rely on our partner for technical support. They have a direct connection with HPE for the support. So, at the moment, we have no issues.

It depends on who you get, but sometimes they can be a little bit annoying, depending on the case, but usually they've been pretty good and pretty responsive.

Technical support is perfect.

We did a comparison in the market, and HPE was the best service providers for regular configuration and for the remote configuration.

The technical support is excellent. They do everything.

We have had to contact technical support. We have had no problems with them. The support is great.

We have gotten to level 3, the last level of support. We had some high issues with them, but they were fixed. It took some time. The issue with it was, when it's in production, even one day is too long.

We have used technical support. They were great.

We have used technical support. Sometimes we used HPE's technical support out of India and it is quite difficult to understand them. I think that HPE needs to look at that. Besides that, the technical support is relatively good.

We have an HPE VAR on the openVMS side that helps us too. We kind of reach out to them if we do.

The solution’s tech support is good. You will get a dedicated account manager.

Their technical support is bad. I would rate it as a two out of 10. 

After we insisted for quite some time, then we did receive good support. However, it was a bother, we would have liked to have known initially that the system was not designed for iSCSI.

In the end, we ended up selecting something else.

Most of what we have had to engage support on has been, "Hey, how do we do this?" or, "Hey, I see this, but I don't understand. What can I do?" We've had pretty good experiences so far.

Technical support is good. It's the standard HPE support where you go through the tiers and if you've worked in IT for a while, you know to mention the words as how to move up. For example, you can ask for the duty manager and then you'll get escalated. However, we haven't got to that point yet. It's pretty new, I'm sure that with anything new we seem to push things to the limit, so it will get to that. I can't say anything negative about it.

Technical support is useful and helpful.

Technical support is very good for the 3PARs you get. We've bought a 5-year support plan and we get to speak to the 3PAR technical support team in Houston, Tx. They're quite responsive. The 3PAR support plan, as well, is a reactive support plan, so we've got people from Houston who are looking at our systems and they inform us whenever a disk is filled. They send disks to be swapped out. They can be swapped out by our team or they can be swapped out by an HP person that turns up and does the job for you.

They support my team. We get second-level support from our local partner and third-level support from HP directly.

10 out of 10. I've worked with HP support for over seven years in my current job and have always been happy with the level of expertise I have received.

The technical support has been absolutely fantastic. The whole project, when it went in, was really a joint partnership between HP, VMware, and the University. Everyone worked really well to make sure it got in on time, on budget, and was successful. It was a good project.

I think it's excellent. I actually think they are very good.

The technical support has been fantastic.

The technical support is not good. Usually, when we have a problem, it takes ages until we get a response. We need to escalate several times, using HPE and the partner in Israel to make sure that we get the appropriate response. Usually, what we know or what we find out right away, is the same response that we get from support a week or two later - that something is happening. And only a month after that do we get a good solution that we can do something with.

The technical support is good. We haven't had any major issues where we have had to call them, as of late, so it has been fairly good. They help us when we do our upgrades, but that has been going well.

The technical support was very knowledgeable when we first set it up. Outside of that, I haven't really had any experience with them.

Technical support has been pretty good. We always have to work hand in hand with our HPE support teams, we have to provide data and logging and feedback, etc. But typically they're pretty responsive. They dig into issues and but you have to work with them. You can't just throw a problem at them and expect them to fix it, you have to keep an open line of communication, give them the data they need, and work with them that way.

We've been working directly with our product management group to work through any issues that we've encountered. There has been some stuff, but it's mostly related to it being a proof of concept, or the gear being proof of concept.

For the most part, whomever we've been dealing with, they've been knowledgeable and helpful. 

There were one or two small issues where it would have been more helpful to talk directly to a subject matter expert. We're an engineering organization, so sometimes it's very difficult and we're asking for a very specific thing, and sometimes not talking to a subject matter expert right away can be frustrating, it feels like you're getting deflected a little bit.

But as of today, most of those issues have gone away, and we've gotten answers to all the questions we've had, eventually, so overall it's been a very good experience.

I hardly need to call their support. 

I did for when we were going to upgrade our 3PAR, because initially the 3PAR has some blank space for hard drives. So, we ordered additional hard drives over there, so that was a time they need to come up and update all the framers and everything before we were doing it. So, it was already taken care by the 3PAR team, and it was excellent support, too.

We use support all the time. Once you get to the level-2, level-3 guys, then usually they've got the right ideas.

It's getting better. I think escalation processes have improved dramatically over the last 12 months. We're engaged with our account managers as well, to help improve that process. We're quite strongly engaged with HPE about the technical review and support process. We have had issues in the past, I'm not going to lie. But it's getting better.

We have proactive support on it, the logs are being sent to the proactive team, they are working fine. Before we notice that there's a problem in the storage, or any part, any hard disk, they already notify us, and the part is already delivered. The engineer is already coming in, and the support is very good.

The technical support is quick and responsive. They will prioritize things based on how critical the problem is. If they need to be on site, they will come on site. If they don't, then they will fix the problem remotely; just log in and do what they need to do.

I'm doing it all by myself.

The quality of technical support was inconsistent. I did not always find that they dealt with our issues on time.

Technical support is not so good. They don't understand us and we don't understand them. We had quite simple questions and tend to be transferred somewhere else.

The support at HPE is not great, but it is good. We have some fights about it. That's basically at the stages where we have a way to think how it should be done. Then HPE has a supported way. Then HPE has a way that will also work. Basically, our way is the way that will also work. That's kind of our fight, but at the end, we settle for the best of both worlds. They're typically deliver what they promise. There's no worry about that with 3PAR. On the StoreEasy side, it's a little bit more of a challenge because half the product is HPE, and the other half is Microsoft. You have a lot of components that play together and if you get to the line where it is stitched together, sometimes you have just these problems. Is it Microsoft? Is it HPE? How do you get that together and then run into all the troubles you are with having multiple vendors included into that, even though you purchased a product from HPE.

We have a very close relationship with our account manager and they offer us technical support.

8/10 - most of the support staff are top shelf, but service can be ponderous if the wrong engineer is engaged.

Obviously stuff goes wrong from time to time but the support is good.

Here in Algeria, we are facing a lot of trouble finding partners and getting support from HPE. There should be better support here in our country.

I have not contacted the support from HPE.

Technical support is very responsive. Most of the time, they are engaged before we even know about problems that are there. However, for things like disk outages, you have to arrange for somebody to come out and do something. 

They have been very helpful, and worked within our schedules and our maintenance windows. We are very pleased with them.

The tech support is great. If we have a problem, we literally will have boots on the ground with senior sales people, as well as the people to fix the problem, to help make sure we are taken care of.

One my engineers used the technical support, and they walked him right through the upgrades on the controllers.

We have used technical support. We have proactive care on it, but we found that the GDC team, which is the primary support team for it, has not been on the ball with everything.

There have been misunderstandings with what we are trying to do and with scheduling. We have two 3PARs, so they scheduled the wrong one for the work when it should have been the other one, or scheduling it on one and not the other one when they should be both in sync. 

The support is easy. It is either by phone or by email. Mostly by email. They are supportive and they answer any question. It is perfect.

So far I've only opened one case, in the beginning when I implemented a 3PAR in my environment, and I can say I'm satisfied.

Usually the support is through partners, a contract after the sale, and they are always available. Kuwait is a small country so they are onsite. We don't have a problem contacting tech support.

The level of technical support which we have used up to now has been good, but luckily there have been no major issues. I cannot rate how such issues would be solved.

We have used technical support. Usually, they're pretty good, but there's some room for improvement there. Typically, if we have a SevOne, Class A, super high-priority issue, production-down issue, they're pretty good. There are a lot of different cooks in that kitchen. There are a lot of different people and a lot of different, moving pieces. If they can get that integrated a little tighter, that would be even better. But overall, technical support is pretty good.

Technical support is getting better.

HPE support is very good. I've never had an issue with it. HPE stands behind their product so they work hard to fix issues.

One of my engineers might have called, but I haven't.

Technical support has been very good. The guys on the line are knowledgeable even at level one.

HP technical support for 3PAR is excellent once you have navigated the call tree.

Pretty good. Up there with a 10/10 so far. The few issues we had were resolved quickly.

We haven’t had any issues. We wanted white-glove treatment and that’s what we got.

We haven’t had any issues. We wanted white-glove treatment and that’s what we got.

HP was very helpful all the way through.

10/10.

It's fine, no issues.

Two years ago it was 9/10. Now, perhaps it's 7/10. The quality is still excellent but, like many other vendors, the primary support is on the other side of the world, and there is a time zone issue. We will schedule a patch and I'll see an email or a phone message that came in between midnight and three AM, with a question. You lose a day replying, because the engineers don't call with questions during normal business hours in the Central Time zone. This is not an issue if you run a night staff.

The technical support is very good.

We have not used tech support often, but when we have, they have been clear with us.

Support Is very good. We get to resolutions very quickly. Our partner in Brazil is there for us every time.

The service and support are far better than any other service and support I've had. They are very proactive and very sensitive to any kind of disruption of functionality.

Our administrator uses the support every day. So far, I hear that it is working okay. The Call-Hall function is what we are putting our value on. This is also the primary reason for using their support.

Support is pretty good. There are certain areas specific to the enterprise application, we may not be getting all the support. But for Oracle products in general, pretty good.

I have used technical support and I would give them a rating of 8/10. Their staff just came from university and they are still getting experience.

The technical support team is very good. We've gotten a really good response from them.

Technical support is good. We are using and administering all the solutions. Technical support comes into play when we have problems and it doesn't work, but not for the solution setup.

It's not me personally, but some of the technicians are pleased with the support. They have pulled back what have been problems. We are comfortable with their support.

Technical support is easily 9 out of 10. It's really good.

Technical support could be better. The guys you get on the phone generally are not very knowledgeable. It can often take a while to go through several levels of support to get to the solution.

We pay for proactive support from HP, but I wouldn't rate it 10/10. It's not as proactive as I'd like, though I'm not paying for the highest level of support. Sometimes, it's takes them 4 hours before they start doing things.

It’s also great. We’ve not really had a problem with it in over a year of use.

No issues encountered.

9/10.

Great, they are able to be reached quickly and without any issues.

Support know the product very well and will escalate any issue quickly within their tiers and without being asked.

It's difficult to say anything about tech support, because it's running so well that we are not regularly in contact with support. I think we had some issues during the implementation phase. We had, I would say, two or three times where we contacted the support, which was really good. I have no complaints. The knowledge and the competence were good.

Tech support is good. They're knowledgeable. The people with whom I'm dealing are pretty good. We go through the usual channels, but right now we have a partner in place who is helping us out.

I'm really impressed with the technical support, the team is very effective and they do resolve issues on time.

I have used tech support and it’s good. You get some people who are more knowledgeable than others, but for the most part, we've never had a problem. We've always gotten the answer that we needed to sort the problem out.

The technical support is very good.

Customer support is excellent.

I think we’ve only had to call once for understanding the update process, but I've never personally had to call.

9 out of 10

9 out of 10

Early on, I had some strong opinions about the transition to more of HP support. I raised concerns, The HP team in Alpharetta, Ga lead by Brad Bates took significant steps, listened, and made adjustments. Buying a product is one thing, post-sale is what keeps customers coming back and maintains longevity.

Thus far, pretty impressive. I met the actual teams of people and after the initial "hiccup", I had a chance to see the HP Lab, meet some of the people that enjoy what they do. It's important for everyone to understand that IT people work inverse hours and when we make changes it's evenings, weekends, and holidays. Senior level - tenured members of most companies are "off" while HP found a way to keep solid individuals available to be available.

I have been in contact with technical support and I would rate them an eight or nine out of ten. They are very good.

The technical support is good. We work with a local vendor.

We use technical support for firmware updates and any other application issues. The technical support is good. 

We had issues with HPE support, trying to work through that whole dedup issue; it was long and drawn out.

I'm not highly satisfied with support at this point, unfortunately. I am satisfied with our local reps. They have dug in their heels with us and have tried to help, to get a faster time to resolution, but it's the people we were dealing with through the phone and emails who really were not finding the resolution in a timely manner.

The support is really fast. There is very good support for 3PAR Storage.

It was really helpful. Because when I was a customer, having a downtime in the night, we called them (the support team), they immediately reacted. It was product tech support, and within two or three hours, the problem was solved. 

It was business critical. It was a multinational company. All the data was down. But within a few hours, we sorted it out. The customer really appreciated HPE, as well as the partner.

Technical support has been very good when I have used them before. I felt like I was reaching the right person. They call me to check up when they have seen that we have some problem and tell us what we should do to fix it.

The support channel, you open a ticket, they follow up, the replacement part comes to your doorstep in a maximum of three working days. And the price we paid for that, upfront, is very minimal. So, when you buy an HPE product, if you pay, say 10 or 15 percent more, you get the Care Pack for a total of five years. Other vendors, they charge much more for the same deliverables.

In terms of technical support, this is where HPE has a problem. The support is cumbersome and most of their staff speak with a poor English accent. Some of the support staff works in privacy mode, which means they might do something that the customer is not secure about, and this causes uncertainty.

The technical support is pretty good.

Technical support has been helpful when I've been able to reach them. We would try to submit support cases online and that didn't work. I never heard back from them. I finally figured out there was a phone number to call. Everyone likes to do everything online if they can, but the phone number has gotten me through to support.

The technical support is very good.

Technical support is excellent.

We have used technical support. They are on time and very good. They provide good solutions.

It's not good and kind of stressful when you're at the first level. Sometimes we have a hard time explaining what our problem is. We have to escalate the issue to someone who really knows what they're talking about.

It varies, sometimes they are a 9/10, and some days they can be 4/10.

It varies, sometimes they are a 9/10, and some days they can be 2/10.

HPE is not present in Algeria. They manage support through the delivery partner that actually can provide some assistance. Right now, we have spare part problem. It's not present. We have to wait, maybe, a couple of weeks or more than one month to have a replacement get shipped in and we're usually reaching out about that. It is a big issue for the customer if we lose one server, or the blade is down. It means the service can be down for one month, and it's not a good idea to share this information with customers. 

Before 2015, HPE had some sort of setup with DHL or FedEx. It was very good. On top of that, they had an HPE engineer to manage the support. However, since then, they left. They closed the office and they manage everything now indirectly in the country, via other countries. If we try to measure the performance of HPE outside our country, it's very good, however, here, we have had a bad experience with them and so have our customers as well as local customers.

Technical support is pretty good. We always have somebody available to support us. We do have a maintenance contract with third-party vendors for HPE but we've been attended to very well in this field.

Support is good. Every time that we contacted HPE, the problems were solved within a good time frame.

We have automatic technical support.

We have called technical support. They are helpful and do not give you the runaround.

I have used the technical support for Call Home, when there is an issue in network, not in 3PAR. It is in network.

The technical support is knowledgeable and I have never had an issue with them.

10/10

We're being supported locally, but when we have issues with and we have contacted the HPE support, their support is good, it is quick.

Their support is very good. They are available in the case of a malfunction.

The technical support has been very helpful. They are responsive and knowledgeable and we've enjoyed working with them. They tend to know if there are any issues before we can even catch anything.

Support has been great. We find the people knowledgeable, and it is easy to find the right person for anything.

We did have a rocky start. However, support has been with us all the way to remedy issues.

I have used technical support. They are available 24/7. They provide good support for this solution. I got a replacement part at my site in four hours.

Everything was fine when we needed support. So far so good.

We've spoken with technical support about the above issues, they have not found the root cause yet.

We have had to use technical support, they were very good. It was a little slow at first, but once we got over that, they were good.

Technical support is very good.

Customer service would get a solid 9. 24x7 support is available however this might vary depending on geographic location. Best to check support with the local HP offices or local business partner.

Customer support would be a perfect 10. The technical support staff are VERY knowledgeable and another key feature would be the call-home feature which comes with a 3PAR.

The support that we are getting from HP Turkey is very good.

We have Care Packs for 3PAR and we are very satisfied with this part. On the C7000, we have six-hour auto repair. They're very proactive, so we are very satisfied with that service.

I would give technical service a rating of 10/10. The service was good.

I have used technical support and they are pretty good, responsive, and quick. Many companies outsource technical support and then you have a very process-by-process situation. Overall, the technical support is okay. We've had some problems, but we can survive.

They were quite professional and were able to fix some issues that we had before. We also have service contracts with partners, which provides us some assurance in case something happens.

8/10.

8/10.

Good - they provide a nice customer service experience.

Good - they provide a nice customer service experience.

Excellent.

Good.

Overall, technical support depends, but mission-critical support is a nine out of ten.

The support is good. Fortunately, we have not needed to call them many times.

On a scale of 1-10, I would rate the technical support a 7/10.

It's excellent.

It's excellent.

Technical support is very good.

We get great support with self-logging directly so that HP contacts us for quick fixes. But we get disc failures frequently, although there's no interruption to business because that's the way storage arrays are designed to work.

Very good but not perfect.

Customer service is excellent.

It's excellent.

It's the best.

It's the best.

The technical support is very good but it is expensive.

Their technical support is really good. HP is the best in terms of technical support.

Technical support for both 3PAR and Dell EMC in my country, Iran, is very difficult because we are under sanctions. We can get it through other countries.

My team is happy with technical support. However, I have not called them personally.

Fairly good.