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HPE 3PAR Flash Storage Technical Support

4b248d21 820a 476e b675 95abde1f5c1c avatar
Solutions Engineer at AmWINS Group, Inc.
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. view full review »
Anonymous avatar x60
Sr. Manager Enterprise Services at a venture capital & private equity firm with 501-1,000 employees
It's getting better in Europe, but it could still stand to improve. view full review »
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Connect Germany at Westfälische Wilhelms-University
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. view full review »
Anonymous avatar x60
Senior Systems Engineer - Storage and Virtualization at a legal firm with 1,001-5,000 employees
HPE support ( https://www.itcentralstation.com/products/hpe-3par-flash-storage/by_topic/technical_support ) is very good. I've never had an issue with it. HPE stands behind their product so they work hard to fix issues. view full review »
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Director, IT Infrastructure & Architecture at SOCAN
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. view full review »
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Enterprise Architect at Alliance Resource Partners
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. view full review »
Anonymous avatar x60
Head - IT, Product Engineering & Service Delivery
On a scale of 1-10, I would rate the technical support a 7/10. view full review »
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Storage specialist, Infrastructure Architect at a tech services company with 1,001-5,000 employees
In terms of technical support, this is where the 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, which means they might do something that the customer is not secure about, and this causes uncertainty. view full review »
Anonymous avatar x60
Senior Technical Services Manager at a financial services firm with 51-200 employees
Fairly good. view full review »
Anonymous avatar x60
Operations Manager
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. view full review »
Anonymous avatar x60
Storage Engineer at Syniverse
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. view full review »
Anonymous avatar x60
Consulting Manager
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. view full review »
Anonymous avatar x60
Systems Architect at a university with 10,001+ employees
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. view full review »
Anonymous avatar x60
System Admin at a insurance company with 501-1,000 employees
The technical support team is very good. We've gotten a really good response from them. view full review »
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Engineer at CT Internacional
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. view full review »
Anonymous avatar x60
Network Server Admin at a healthcare company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Senior Tech Engineer at St Charles health
For the 3PAR the technical support has been great. They've been able to help us with any issues that we've had. view full review »
Anonymous avatar x60
Wintel Engineer at a non-tech company with 5,001-10,000 employees
The technical support is pretty good. view full review »
Anonymous avatar x60
Director of Network Services at a financial services firm with 201-500 employees
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. view full review »
Anonymous avatar x60
Senior Systems Admin at a pharma/biotech company with 5,001-10,000 employees
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. view full review »
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Sales Channel Manager at Portenntum
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. view full review »
Anonymous avatar x60
Senior system administrator at a financial services firm with 1,001-5,000 employees
Technical support was actually really good. Once we got the right person on the call, then it was actually resolved pretty quick. view full review »
Anonymous avatar x60
Systems administrator at a tech services company with 201-500 employees
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. view full review »
Anonymous avatar x60
Network Admin at a software R&D company with 51-200 employees
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. view full review »
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Solutions Architect at Derive
I'm really impressed with the technical support, the team is very effective and they do resolve issues on time. view full review »
Anonymous avatar x60
IT Manager at a energy/utilities company with 1,001-5,000 employees
I would give technical service a rating of 10/10. The service was good. view full review »
Robert botzer avatar 1433934565
Senior Network Engineer at Colonial Savings
We have used technical support. They were great. view full review »
Anonymous avatar x60
Global Head of Server and Storage Infrastructure at a financial services firm with 1,001-5,000 employees
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. view full review »
C937b532 fb7d 4a6c a1be b5177625e5c0 avatar
Owner at Serit IT Partner
Technical support is very good. view full review »
Anonymous avatar x60
Infrastructure Manager at a tech services company with 501-1,000 employees
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. view full review »
3eb85e00 8d92 421f b39f b4883ec48e07 avatar
Senior Infrastructure Lead at a tech services company with 51-200 employees
Technical support is getting better. view full review »
Cd8a139f e6e5 49b8 96eb 4ab0a9dc006d avatar
Category Manager at a government with 501-1,000 employees
Technical support is useful and helpful. view full review »
Anonymous avatar x60
IT Systems Manager at City Electrical Factors
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. view full review »
E16ca8b7 2598 4e75 80ef 54a1e61d45da avatar
Storage Engineer Architect at a healthcare company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
IT Engineer at a healthcare company with 1,001-5,000 employees
The technical support is very good. view full review »
Anonymous avatar x60
Department head Data AOS at a tech services company with 1,001-5,000 employees
Technical support is excellent. view full review »
Anonymous avatar x60
IT Architect at Bolagsverket
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. view full review »
Anonymous avatar x60
Bankprokurist at a financial services firm with 501-1,000 employees
We have used technical support. They are on time and very good. They provide good solutions. view full review »
Anonymous avatar x60
Head of Infrastructure and Security at a financial services firm with 51-200 employees
Technical support was average, and bad handling some incidents. view full review »
Anonymous avatar x60
Systems Analyst at Turku PET Centre
Technical support is easily 9 out of 10. It's really good. view full review »
Anonymous avatar x60
IT Manager at Turku PET Centre
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. view full review »
Aaf5af6a 50e2 4287 870e 509101224ee7 avatar
Technical Project Manager at a engineering company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Storage and Virtualisation Analyst at a tech company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
IT System admin at Imeldaziekenhuis vzw
I'm doing it all by myself. view full review »
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CIO at Equra Health
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. view full review »
Anonymous avatar x60
Broadcasting Technologist at a media company with 1,001-5,000 employees
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. view full review »
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CIO at Vanheede Environment Group
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. view full review »
7f712f4e 67c6 4812 8305 a89cef4de05c avatar
ICT System Engineer at Universitätsspital Zürich
The quality of technical support was inconsistent. I did not always find that they dealt with our issues on time. view full review »
Anonymous avatar x60
CIO at Bruggs Cable
We used technical support to do updates. They're good and very fast. They were very helpful. view full review »
Anonymous avatar x60
IT Manager at Rádio Renascença
The technical support is very good. view full review »
Anonymous avatar x60
Section Manager at a government with 501-1,000 employees
Technical support is very good. view full review »
Anonymous avatar x60
Network Administrator at a transportation company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Infrastructure Architect at a retailer with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Systems Engineering Manager at a aerospace/defense firm with 1,001-5,000 employees
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. view full review »
1b6a964a 0e28 4249 ae14 e0616ae6132e avatar
Systems Engineer at a financial services firm with 501-1,000 employees
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. view full review »
Anonymous avatar x60
IT Manager at Continental Currency Services
It's outstanding. view full review »
Anonymous avatar x60
Sr. SAN Engineer at a tech company with 1,001-5,000 employees
Technical support really depends. It really depends upon the person you get on the first level. Some people that I talk to are incredibly smart. They will go and start tracking down things and finding things out and I am very pleased to get those people. There are other people that I get that are just like, "Oh, well you need to do this and that." Well, I've already done all that. This reminds me of an issue I ran into not very long ago. I contacted support and they were like, "Go do this and this and this." It's like, "Well, I've actually done all of that." The problem is the fact that, because I've got a lot more experience and everything, I'm starting to hit the same knowledge level as a level two guy. So I'm sitting here going, "I've already done everything you did." I'm looking at these things in the log that I don't completely understand. Can you help me understand these. It's like, "Well, we don't; I don't know what that is or whatever," and they have to escalate it. I'm like, "OK, well, you should've probably asked for an escalation first." Don't get me wrong, there are some really, really smart people. I just run into it in the first level support sometimes where my knowledge of the situation is much more than what the level one guy is, either because I'm already in the fire or number two, I've already pretty much diagnosed it to where I need it to be and I need it to be escalated on their end. view full review »
Anonymous avatar x60
Storage Engineer at a healthcare company with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
CIO at a tech services company with 1,001-5,000 employees
We have an HPE VAR on the openVMS side that helps us too. We kind of reach out to them if we do. view full review »
Ea018907 9fc3 4a4f 8a7a 5cad99cf804d avatar
Senior Systems Engineer at a university with 1,001-5,000 employees
With 3PAR WE haven't had to use technical support. view full review »
Anonymous avatar x60
Chief Digital Officer, Director at a financial services firm with 501-1,000 employees
One of my engineers might have called, but I haven't. view full review »
837d639c e3ee 46e9 8e77 c067f16b917b avatar?1452760206
Head of Global Engineering Computing at Siemens
We have a very close relationship with our account manager and they offer us technical support. view full review »
Anonymous avatar x60
Storage Admin at a financial services firm with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Director (business) at Ministry of Transport, Information Technology and Communications
10/10 view full review »
Anonymous avatar x60
Head of IT Infrastructure at Amey
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. view full review »
Anonymous avatar x60
Director of ICT at a government with 501-1,000 employees
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. view full review »
Anonymous avatar x60
Infrastructure Specialist VMware/Server at a insurance company with 1,001-5,000 employees
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. view full review »
056cee54 8368 4b71 b10b a6d942728eb8 avatar?1451905558
CIO at Anadolu Medical Center
They support my team. We get second-level support from our local partner and third-level support from HP directly. view full review »
12070d57 bbf8 4141 b7f8 82377b6489e9 avatar?1451302698
Senior Server Engineer/Service Owner at a software R&D company with 501-1,000 employees
Technical support has been very good. The guys on the line are knowledgeable even at level one. view full review »
39553257 33fe 42ac 8ce7 d5e3421c3c4f avatar?1451161566
Server and telecoms services team manager/ITSM Expert at a Consumer Goods with 1,001-5,000 employees
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. view full review »
Anonymous avatar x60
Sr. Unix Administrator at a energy/utilities company with 1,001-5,000 employees
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. view full review »
35910276 46b9 4117 b968 f179fbabe386 avatar?1445789090
Storage and Backup Engineer at Fidelity Investments
They have highly skilled technical support team. I would rate them 8/10. view full review »
E96cec48 01db 4f40 96a3 8b24c2ffb8e3 avatar
System Administrator at a K-12 educational company or school with 51-200 employees
It's excellent. view full review »
Anonymous avatar x60
Storage Team Lead at a tech services company with 501-1,000 employees
8/10 - most of the support staff are top shelf, but service can be ponderous if the wrong engineer is engaged. view full review »
C8cfab42 d780 4a0b b73a f97d35b0681d avatar
Sr. Director, R&D Labs at Nuance Communications
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. view full review »
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Group CEO at LayerX Group
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. view full review »
19ca026a d5d2 4abc 9126 ff5856c0be18 avatar
Sr. Systems Engineer at a tech services company with 501-1,000 employees
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. view full review »
6d776421 0fef 46f9 be13 418ccb4aa974 avatar
Senior Manager, IT Infrastructure & Operations at a retailer with 1,001-5,000 employees
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. view full review »
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Director, IT Services at University of Auckland
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. view full review »
Anonymous avatar x60
Infrastructure Manager at a insurance company with 1,001-5,000 employees
Obviously stuff goes wrong from time to time but the support is good. view full review »
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Systems Architect at The University of Auckland
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. view full review »
8baac935 77c2 49ed bd8b b76cece73530 avatar
Storage Technologies Analyst at a retailer with 1,001-5,000 employees
8/10. view full review »
Anonymous avatar x60
Systems Engineer at a financial services firm with 501-1,000 employees
HP technical support for 3PAR is excellent once you have navigated the call tree. view full review »

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