HPE OneView Customer Service and Support

Trevor Watkins - PeerSpot reviewer
Server Applications Senior Administrator at Home Hardware Stores Limited

I would rate technical support as eight out of ten.

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Premankit Sannd - PeerSpot reviewer
Cyber Risk Advisory Associate at a consultancy with 10,001+ employees

HPE OneView technical support is a six out of ten because resolving an issue takes a lot of time. People who support you keep changing, which means you have to explain again and again and again. One engineer should have handled the issue directly.

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Tuan Anh Bui - PeerSpot reviewer
Reaserch Engineer at a university with 10,001+ employees

The local customer support here in Vietnam is not good and they sometimes provide an incorrect response. Once you get up to level two and level three support, it's much better. Thankfully there is a lot of information available online. 

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Buyer's Guide
HPE OneView
March 2024
Learn what your peers think about HPE OneView. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Petr Student - PeerSpot reviewer
Senior Technical Architect at a tech services company with 10,001+ employees

I found the technical support for the solution to be slow. There are many times when my requests need to be escalated to the third level because the first two are not able to resolve the issue, and I have to constantly follow up with them.

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Mohd Shadab - PeerSpot reviewer
Senior Information Technology Analyst at Tata Consultancy

We've contacted technical support in the past, and they have been helpful and responsive. 

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it_user684987 - PeerSpot reviewer
Data Center Manager at Ferguson Enterprises

Technical support has been good. We've had some issues that have been escalated beyond support as well. All our issues have been handled. We've had some profile issues and some weird bugs. We had some features that we wish were there, that weren't really there. We've kind of set up a feature list of things like that. We have some standard, quarterly calls set up to go over these things, and they get addressed.

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GS
Technical Architect at HCL Technologies

Our team did not need technical support because we were able to solve issues on our own. 

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CC
Systems Engineer at Allegis

The only time we had to call, it was a very weird issue, so I think it's a little difficult for us to comment on tech support. When we have had minor issues, they've been resolved very quickly, their response has been very good. The bigger stuff has required multiple escalations. We did wind up getting the right people on the phone, it just took a little while.

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it_user683223 - PeerSpot reviewer
Server Architect at Zions Bancorp

Technical support on a scale from one to ten, I'd have to rate at 8/10.

Sometimes you get people who know OneView backwards and forwards, sometimes you get people that seems like it's their first phone call on OneView, so it depends on who you get connected to.

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MD RAJIB - PeerSpot reviewer
Enterprise Solutions Architect Engineer at Smart Technologies (BD) Ltd

Technical support is very good. There are teams in Singapore and Bangladesh.

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it_user685032 - PeerSpot reviewer
Senior Systems Engineer at Delta Dental of California

Technical support is pretty good. We haven't had many problems with it. The one time I did call support was for a known issue. There was a bug fix and they just pointed me to it.

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MR
Storage & Backup Consultant at a tech vendor with 10,001+ employees

I have contacted the solution's technical support team. We contacted the support team when the certificate expired for HPE OneView and reached out to them regarding server connectivity issues. The technical support is good.

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it_user683292 - PeerSpot reviewer
CEO at Opus Interactive

Technical support is fantastic. The support that we get, and actually, we just recently got a bunch of credits with this new program that has come out, they always meet our needs. The local guys are very good. I haven't seen any concerns probably in the last decade. We've been a long-standing HPE partner and the support has been very well.

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it_user683232 - PeerSpot reviewer
Server System Administrator at a insurance company with 5,001-10,000 employees

Technical support is pretty good. We haven't had any issues with them and they get back to us. They don't do the common things, such as asking us to upgrade the firmware. They just actually help you out with the question or problem that you're having.

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Mohamed Eldawody Elsayed - PeerSpot reviewer
Data Center Engineer at a tech services company with 10,001+ employees

The solution's technical support was great.

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it_user685023 - PeerSpot reviewer
IT Systems Admin at a energy/utilities company with 10,001+ employees

I have not used technical support. I believe one of my cohorts has.

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it_user567966 - PeerSpot reviewer
Windows Infrastructure Manager at AIB

We have an account manager who is very good in this regard and any sort of technical support that we do need, we have engineers that are assigned to our account. They are always very, very helpful. Very efficient.

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SK
Technology Specialist at a computer software company with 10,001+ employees

Their technical support can be improved. Dell's technical support is better than HPE.

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it_user683211 - PeerSpot reviewer
Senior Infrastructure Engineer at a financial services firm with 10,001+ employees

I did not use technical support. Right now, we are still engaged with professional services, so we had the support right on-site.

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it_user783951 - PeerSpot reviewer
Infrastructure Manager at a consultancy with 10,001+ employees

Tech support is good.

With the Smart Update Tools we had some issues with the integration, and they didn't really find out what was happening. So that wasn't very good, but all the other cases were good. Ninety percent of the time it's been good.

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it_user680253 - PeerSpot reviewer
Senior systems engineer at a healthcare company with 10,001+ employees

Our first experience with the technical support was with one of the other products that is associated with OneView, which is ICSP, and the support was pretty poor. The second one, after we got the right person, it was terrific; it was really wonderful.

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it_user469713 - PeerSpot reviewer
Senior Technician at a tech company with 51-200 employees

The only time we've used tech support was when we were setting it up, and there was an issue with the config file for the 3PAR. It was resolved within twenty minutes of actually getting a phone call through.

Service for HP has always been extremely good, and I've never had too many problems where I actually had to call service. It's usually just little things, like I had a keyboard key fall off, and one of my people actually called for that. That was about the worst thing that's happened with HP with me in about the last ten years.

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it_user784071 - PeerSpot reviewer
Solutions Architect

Sometimes, we have had a few breakdowns when some other parts was so bad. They did not respond properly, and after some discussions they did. Now, everything moves quickly. I do not have to open tickets at the moment.

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it_user684975 - PeerSpot reviewer
Senior Technical Analyst at HSSBC

We have used HPE tech support. We had an HPE systems engineer come to the data center and help us install it. We had a demo on the Synergy frames that is imperative to setting up OneView. He came and set it all up for us. It was excellent, like hands-on, no question that couldn't be asked and no question that couldn't be answered. It is really good.

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it_user683184 - PeerSpot reviewer
Systems Administrator at Phoenix Contact

I have not used technical support.

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FI
Systems Engineer at a tech consulting company with 501-1,000 employees

The solution's technical support is satisfactory.

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it_user684978 - PeerSpot reviewer
IT Supervisor at a energy/utilities company with 5,001-10,000 employees

We have used technical support, like I was mentioning with the space issue that we've had. We've used technical support just in general, OneView included, just on some of the ways that we wanted to actually do our profiles, so we could do that replication between sites. So, we did engage with them in things like that.

So I'll be honest, in my role, I'm not really doing the face-time with that. My team has not really ever come to me with any kind of issues. We actually have an account support manager from HP who is specific for the OneView environment that we own.

So typically what they'll do is they'll open up a ticket with HP, but then they'll send that information to the ASM and he'll really get things moving if things are stagnant for us.

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it_user683286 - PeerSpot reviewer
System Engineer at TechpowerUSA

Well when you're a partner you don't get HP Tech Support on your demo licenses so I had to build it myself but I managed to get through it and it's not inherently hard but you've got to pay attention to the details.

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it_user680331 - PeerSpot reviewer
Solutions Architect at Veristor

Technical support is pretty good and it is getting better all the time. When the tool set first launched, the HPE support organization had some challenges. From what I've heard from customers, the consensus is that the HPE support staff is getting better.

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it_user680280 - PeerSpot reviewer
Solution Architect at a tech services company with 51-200 employees

I haven't used the technical support.

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OS
Information Security Advisor, CISO & CIO, Docutek Services at Docutek Services

I don’t like HP support very much, as they tend to transfer me to random places that don’t help me very much.

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it_user568188 - PeerSpot reviewer
Server And Storage Manager at a financial services firm with 501-1,000 employees

We have used technical support extensively. We have escalated some issues back to developers and had been supported that way as well when the issues have gone beyond the basic kind of issues. I would rate support itself 4/5. Cool handling and just getting to the level of where you need to be, probably a 3/5. I think that's really because we tend to do a lot of triage ourselves. We've got guys that are not ones to pick up the phone straight away to call technical support. So we need to push them into that and to use technical support more. Technical supports always gets us there, but it takes time.

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it_user784017 - PeerSpot reviewer
Cloud Engineer at a tech services company with 51-200 employees

Technical support is not very good. The engineers do not know a lot about the product, even when asked simplistic questions.

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RB
Infrastructure Engineer with 10,001+ employees

I only used technical support during the initial trial and setup process. I felt that they were knowledgeable and answered me immediately.

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it_user683307 - PeerSpot reviewer
Product Manager at Eaton

Technical support was great.

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it_user683208 - PeerSpot reviewer
Director at a tech services company with 11-50 employees

Technical support is above average. Sometimes they're a little bit slow on the 3PAR stuff to get back to us as a partner when we're trying to decode updates and things like that. There are a lot of code updates going on around the world at the same time. That's why I'm not saying average. It's high above average.

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it_user683295 - PeerSpot reviewer
System Administrator at a financial services firm with 51-200 employees

I have used technical support. It has been probably a year, but I have used them. They are excellent.

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it_user568122 - PeerSpot reviewer
Skill Center Leader at Orange France

We have a good relationship with HPE. It is not really with technical support, but more with presales for defining the cost of features and services.

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it_user784086 - PeerSpot reviewer
Infrastructure Manager at a legal firm with 1,001-5,000 employees

I think we've got the information we need. It's more of a product-set lack rather than support lack.

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it_user680271 - PeerSpot reviewer
IT Manager at a insurance company with 1,001-5,000 employees

The support has been a struggle at times. On the server side, it has been a little bit better than on the storage side; the storage side has been a real struggle. Some of the biggest issues that we ran into were that we have a pretty strong regional team. But, when our regional team coordinates with the global support team, on the HPE 3PAR side, there's a big disconnect and then as the customer, we get hit on it.

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it_user683220 - PeerSpot reviewer
Senior Systems Architect at Energizer

The technical support team is very responsive.

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it_user565311 - PeerSpot reviewer
Server Hardware at Basefarm

The technical support is okay. It's better when I come to the second level; the first level isn't so good. They should know more about how OneView works and not just read out the standard stuff and rules from a paper because no customer is the same. In addition, when I call them, I have downloaded my part of the analysis and I just need help to find out how to fix the error.

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it_user783978 - PeerSpot reviewer
Product Owner at a insurance company with 5,001-10,000 employees

I have not used technical support.

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it_user783963 - PeerSpot reviewer
Assistant IT Manager at a pharma/biotech company with 201-500 employees

To be honest, I'm not really communicating with HPE support on this product.

We had some issues when we were implementing 3PAR, then we were communicating and the communication was really good. It was a hard issue, but they really put the effort in it to supporting us and to bring a solution. I appreciated it. Even if it was not a nice time, they did everything that was possible to fix it.

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it_user783948 - PeerSpot reviewer
Junior IT Manager at a financial services firm

They're quite responsive, actually. Whenever we've had any issues and raised a ticket, they've straightened it up within an hour, maximum. And then, even if there is a component that we need to have replaced, they send an engineer or they send the component on that day.

We're quite happy actually with HP support.

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it_user539058 - PeerSpot reviewer
Server Admin at Cobb EMC

I have used technical support. They did a good job. They helped us in the implementation.

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it_user567912 - PeerSpot reviewer
Owner and CEO at Bitcon

I've been in IT a long time, so I realize that by attending conferences, such as a recent one, it’s not just for the announcements. For me, it's more of a networking thing, shaking hands, and getting to know people. At these events, you can meet the developers and the product managers. It opens up doors so you can become more independent of that one phone number. It’s quite important knowing people.

If you do the networking, you feel that the service you get is top notch. You get even more service. It makes it easier to get to the second and third line of support because you know what you're talking about. You get more information than just the marketing fluff. I know what it's about because I'm able to communicate directly with the hardware and software guys and the product managers.

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it_user568041 - PeerSpot reviewer
System Engineer at QUADRIA

We have used technical support and it is very good.

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it_user360396 - PeerSpot reviewer
Enterprise Monitoring Specialist at a financial services firm with 501-1,000 employees

Technical support has been very good with deployment.

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it_user784047 - PeerSpot reviewer
IT Administrator at a tech company with 1,001-5,000 employees

I have not used technical support yet.

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it_user783939 - PeerSpot reviewer
Product Specialist at a retailer with 10,001+ employees

Tech support is knowledgeable, responsive. I have good contacts, so they do care.

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it_user685014 - PeerSpot reviewer
System Engineer

We use a lot of HPE tech support. It's been a mixed bag. We've had some really good people and we've had some people that we've just had to go around.

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it_user680226 - PeerSpot reviewer
Senior Systems Admin at a tech company with 10,001+ employees

I haven't needed technical support.

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it_user567954 - PeerSpot reviewer
ICT Specialist X86/VMware at a financial services firm with 1,001-5,000 employees

The technical support is terrible. They don't know what to do if you have an error; they cannot solve it. They tell you incorrect things and don't listen to the customer. They want to see log files instead of carrying out a room session to see what the problem is.

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it_user683250 - PeerSpot reviewer
Technical Engineer III at a healthcare company with 1,001-5,000 employees

I haven't used the technical support.

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it_user568149 - PeerSpot reviewer
Enterprise Account Manager at Alpha Data

When you log a case, technical support works quite well.

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it_user683193 - PeerSpot reviewer
Senior Systems Administrator at a tech services company with 501-1,000 employees

Technical support has been good. They've been responsive and they've been able to solve my issues in a timely manner. They're very helpful.

Most of our support goes right through Pricon for a lot of things but I contact HP support for a few things as well.

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it_user680256 - PeerSpot reviewer
CTO

We needed some support from HPE in Mexico, I think. I would give them a rating of 9/10.

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it_user683298 - PeerSpot reviewer
Architect at a healthcare company with 10,001+ employees

We have used technical support, I would give them a 5/10 rating.

We would like to see quicker times for a resolution. It seems like when you get on the call, the technical support you have is this one level tier, who ask for a bunch of data logs and then, you get to the other technical guys who ask for the same information. You go on with this continual loop for weeks on end.

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it_user568032 - PeerSpot reviewer
IT Senior Director at a financial services firm with 501-1,000 employees

I have used technical support and it is good.

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it_user683199 - PeerSpot reviewer
Senior Network Administrator at a healthcare company with 1,001-5,000 employees

Technical support is top notch.

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it_user680310 - PeerSpot reviewer
VP of Data Operations at a political organization with 11-50 employees

We have not used the technical support yet.

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it_user568164 - PeerSpot reviewer
Windows Server Engineer at a financial services firm with 1,001-5,000 employees

Technical support was very useful. For me, when you are choosing a product, good technical support is a must.

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it_user567561 - PeerSpot reviewer
Hosting Infrastructure Services Lead, EU with 1,001-5,000 employees

I don't think we have used technical support for OneView.

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it_user784029 - PeerSpot reviewer
Systems Admin

They are knowledgeable and responsive. They came onsite to help with the setup.

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it_user683196 - PeerSpot reviewer
System Engineer at a government with 1,001-5,000 employees

It is very stable.

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it_user588675 - PeerSpot reviewer
CTO at a tech vendor with 51-200 employees

Technical support performs well. I have never had an issue with them.

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it_user684972 - PeerSpot reviewer
Systems Consultant at a tech company with 1,001-5,000 employees

I haven't used them yet.

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it_user568119 - PeerSpot reviewer
IT Manager at PeerSpot

We haven't been using technical support. We have not had any issues.

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it_user858198 - PeerSpot reviewer
Fast Data Solutions Architect at a tech vendor with 51-200 employees

Technical support is pretty good. Time of response is good.

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it_user683283 - PeerSpot reviewer
System Engineer at a tech vendor with 51-200 employees

The technical support team is okay. They didn't fix the problem at the first time they connected with us, so we're not too impressed, at the moment with them.

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Buyer's Guide
HPE OneView
March 2024
Learn what your peers think about HPE OneView. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.