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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 »
55ca838b 083c 46ae 80f6 602fb0a56916 avatar
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 1,000-5,000 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 »
A47dc265 c2b2 4bda aa5b 4d0f32f6b6a8 avatar
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 »
Bbf4955f b215 4993 b917 d27dddc64ed5 avatar
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
Storage Administrator at a manufacturing company with 1,000-5,000 employees
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. view full review »
Michael fay avatar 1434004904
Enterprise Systems Administrator at a agriculture with 1,000-5,000 employees
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. view full review »
Red straub avatar 1434116387
Manager Information Technology I at a insurance company with 1,000-5,000 employees
I think we’ve only had to call once for understanding the update process, but I've never personally had to call. view full review »
Robert botzer avatar 1433934565
Senior Network Engineer at Colonial Savings
It’s also great. We’ve not really had a problem with it in over a year of use. view full review »
Anonymous avatar x60
Senior Systems Engineer at a real estate/law firm with 1,000-5,000 employees
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. view full review »
1788656
Solution Architect at a comms service provider with 51-200 employees
Support know the product very well and will escalate any issue quickly within their tiers and without being asked. view full review »
002cc33
Sr. San and Storage Engineer at a tech services company with 51-200 employees
Good - they provide a nice customer service experience. view full review »
3383f1f
Network Systems & Security Admin at a legal firm with 501-1,000 employees
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. view full review »
Anonymous avatar x60
Global Head of Server and Storage Infrastructure at a financial services firm with 1,000-5,000 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 1,000-5,000 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 1,000-5,000 employees
The technical support is very good. view full review »
Anonymous avatar x60
Department head Data AOS at a tech services company with 1,000-5,000 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 1,000-5,000 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 1,000-5,000 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 »
C064911f dfce 48ca 8e7b cb95544747cd avatar
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 1,000-5,000 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 »
2ac02927 06a5 440a 8414 2733dcb8ca10 avatar
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 1,000-5,000 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
Systems Administrator at a retailer with 1,000-5,000 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 1,000-5,000 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 »
Anonymous avatar x60
IT Manager at Continental Currency Services
It's outstanding. view full review »
Anonymous avatar x60
Storage Engineer at a healthcare company with 1,000-5,000 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 1,000-5,000 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 1,000-5,000 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 1,000-5,000 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
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 1,000-5,000 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 1,000-5,000 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 1,000-5,000 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 »
Ad316486 1fda 4ee8 ac1a 072030fa5883 avatar
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 1,000-5,000 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 »
97368450 e9e7 4cfb 935c 41babd3897ee avatar
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 1,000-5,000 employees
Obviously stuff goes wrong from time to time but the support is good. view full review »
33ef7fc3 8e08 4907 9717 42f0b04a2e46 avatar
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 1,000-5,000 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 »
Anonymous avatar x60
Senior Storage, Virtualization, and DR Engineer at a legal firm with 1,000-5,000 employees
Pretty good. Up there with a 10/10 so far. The few issues we had were resolved quickly. view full review »
Emil ehrs li?1423690575
IT-Consultant at a tech services company with 1,000-5,000 employees
9/10. view full review »
Anonymous avatar x60
Infrastructure Systems Engineer at a retailer with 1,000-5,000 employees
Everything was fine when we needed support. So far so good. view full review »
Anonymous avatar x60
Senior Systems Engineer - Storage and Virtualization at a legal firm with 1,000-5,000 employees
We haven’t had any issues. We wanted white-glove treatment and that’s what we got. view full review »
Anonymous avatar x60
Sr. Solutions Analyst at a energy/utilities company with 1,000-5,000 employees
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. view full review »
2df1a7f
Senior System Administrator at a financial services firm with 501-1,000 employees
10/10. view full review »
Tigran hunanyan li?1430201352
System Administrator at ProCredit Bank
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! view full review »
Anonymous avatar x60
Network Administrator at a healthcare company with 501-1,000 employees
It's excellent. view full review »
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Solutions Architect - EMC at a reseller with 501-1,000 employees
It varies, sometimes they are a 9/10, and some days they can be 2/10. view full review »
Anonymous avatar x60
Senior Engineer at a tech consulting company with 51-200 employees
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. view full review »

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