HPE SimpliVity Customer Service and Support

SantoshRaghuwanshi - PeerSpot reviewer
Enterprise architect at Reliance Industries Ltd

HPE support has been generally good but has room for improvement. There were instances where internal coordination seemed lacking, making it challenging to connect with the right person promptly. On a scale of one to ten, I would rate it an eight.

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JS
Information Technology Manager at Troyer Foods, Inc.

Their support is good. HPE is a big organization, and they handled keeping that support group together very well. You call the same 800 number that everybody else does, but once they identify it as a SimpliVity issue, you get transferred over to that group right away. Instead of trying to disseminate that knowledge amongst their existing engineers, they appeared to have kept the little nucleus of those knowledge-based guys. So, when I called, I had people who knew exactly what was going on.

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it_user582870 - PeerSpot reviewer
Enterprise Infrastructure Architect at loanDepot
Customer Service:

Customer service is 9/10.

Technical Support:

Technical support is 9/10.

View full review »
Buyer's Guide
HCI
March 2024
Find out what your peers are saying about Hewlett Packard Enterprise, Nutanix, Dell Technologies and others in HCI. Updated: March 2024.
765,386 professionals have used our research since 2012.
QA
Head of technical Follow-up and Development at Greater Amman Municipality

The quality of customer service depends on the cases. At the beginning of the projects, every environment has customized procedures. Our environment needed a little bit of customization that made some headache for HPE and SMS partner. But after that, it worked perfectly. And their responses are quite good with all the cases that we brought to them.

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it_user609492 - PeerSpot reviewer
IT Director, Infrastructure and Data Integrity at a healthcare company with 1,001-5,000 employees
Customer Service:

I haven't used customer service.

Technical Support:

I do not say this often, but tech support is 'world class'. We've opened up maybe six tickets. Three were questions about 'best practices' and how they thought we should proceed with something. Two were bugs, and they were not under Simplivity's control. One was a firmware bug with the Cisco server, and one was a VMware bug with the NIC and slow network performance under a specific condition.

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RK
Solutions Executive at Tech Data Limited

We have been in contact with technical support when we have had some issues. We have always received answers in a timely fashion.

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YS
Senior Information Technology Consultant at a energy/utilities company with 501-1,000 employees

SimpliVity's support is great. I was doing some experimenting last December and I had a strange problem, so got in touch with a woman from tech support and it was solved. So I only had one problem based on one experiment. Of course, if I had more than that, maybe I would experience some disappointment. But for me, I had only one problem.

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MN
IT architect - Hosting and Cloud at Kraft Heinz

I haven't any problems with the technical support. The teams are usually pretty good at what they do. Getting them in certain regions is harder than actual fixing the problems, e.g., getting somebody onsite if there are not that many technicians, like in Europe or Asia, who are trained.

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Parin Thaker - PeerSpot reviewer
Solution Specialist at Dotcad Pvt Ltd

The technical support is good. They take on end-to-end responsibility for our Hypervisor as well as HPE components and security software. It's a good combination because both the hardware and software are supported by a single entity. 

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JF
IT Manager at Triara

Technical support has been great. they are helpful and responsive. 

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PM
Quadria Rouen Agency Director at a computer software company with 201-500 employees

The technical, commercial, and marketing support is not at the level that it should be. They are not structured well. Other vendors provide better support, such as Dell.

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CR
Chief Technology Officer at a financial services firm with 51-200 employees

We get very good technical support.

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SH
IT Director at McInnes Cooper

The technical support is good. We purchased SimpliVIty prior to HPE owning them, so there was a different support when the buyout occurred. However, it is at a level now where it is second to none.

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DC
IT Engineer at a government with 501-1,000 employees

We've only placed two technical support calls, and they were very helpful.

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JM
Manager -Information Technology at Carolina Sunrock

So far, the support has been great. I have not needed to call many times.

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RK
Co-Founder at ThoughtsPro Innovations LLP

The customer service and support are okay. Compared to Cisco, there is a big difference. Cisco has dedicated engineers. Cisco throws everything at it. An engineer will always be there, which is better.

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Gervais Ndjomo - PeerSpot reviewer
Founding President at NUMERIQUEST

HPE's technical team helped us implement and support SimpliVity. Sometimes they took too long to respond.

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DC
IT Engineer at a government with 501-1,000 employees

Technical support has been good. They have been very responsive to our SSD failure issues and we usually have a replacement drive in hand within 2 hours of calling HPE SimpliVity support. We have had a few software issues and, again, the HPE support has been very responsive and usually quickly resolves our problems.

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DD
Asst. Manager at a retailer with 5,001-10,000 employees

I have found technical support to be good and have appreciated their immediate response.

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CG
IT Manager at Penoles

The technical support is okay. However, when we need to escalate issues to the next levels, they first go to India, then the USA. We do have some problems with the time zones.

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SS
VP/Chief Technology Officer at Francis Drilling Fluids, Ltd.

Support has been top notch, both responsive and knowledgeable.

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it_user226710 - PeerSpot reviewer
Technical Manager at a tech services company with 51-200 employees

Support is good and efficient.

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Michael Tsang - PeerSpot reviewer
Technical Consultant Manager at a computer software company with 1,001-5,000 employees

Technical support could be better as the documentation doesn't help you avoid calling them. You often need to reach out.

While their technical support is good and the staff is skillful, every time you could avoid the need to process a phone call if you could just Google it. We'd like the answer to just be available and easy to find online.

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RP
Group IT Manager at a hospitality company with 1,001-5,000 employees

The technical support is good.

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RR
Lead Systems Engineer at a retailer with 1,001-5,000 employees

Technical support is very good.

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DS
Junior Software Engineer at a tech vendor with 10,001+ employees

I would not rate the technical support highly - we have multiple support cases open without any solution, despite having escalated several times and being told that management is working on it.

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RS
Assistant Manager - IT & IS at a tech services company with 1,001-5,000 employees

When we had purchased SimpliVity, it was a stand-alone product. Then, HPE acquired SimpliVity. Therefore, whatever support that is there, it is not really the complete, comprehensive support that you would experience with other HPE products. Basically, since this is an acquired system, there are limitations when it comes to support.

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MW
IT Director at Celgene Corporation

Technical support has been awesome.

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JB
Senior Engineer at a retailer with 1,001-5,000 employees

The technical support is amazing. It's really good. We've gotten the white-glove treatment from HPE and CDW.

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CB
Director of IT at a pharma/biotech company with 501-1,000 employees
Customer Service:

Great.

Technical Support:

Technical Support is very knowledgeable and responsive. First Class.

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Raphaël Julmy - PeerSpot reviewer
Architecte Infrastructures at IT-Med

It is pretty good. Their support and maintenance are really good, but the installation services that HPE provides for SimpliVity are sometimes not so good.

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DL
Consultant at Trigonova GmbH

Their support is customer-friendly. You can use the support portal. You can call them through telephone or web interface. There is an interface for an automatic call if there is an issue in the hardware system.

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LA
Senior Solutions Architect at a tech services company with 201-500 employees

Technical support has been great. We get direct HP support and have had no issues with the HP support.

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DH
Senior Datacenter Consultant at a computer software company with 501-1,000 employees

I've had a good experience so far with the technical support. There can be days where you don't feel you get support, but mostly it works fine.

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XP
Administrador TIC at a construction company with 1,001-5,000 employees

We've had some issues, such as typical disc faults, however, on the same day, we open a ticket in the super-portal and we receive the new piece. It's very, very useful and affordable. However, for more technical issues, it's a little bit difficult to find the right person. Eventually, finally, you will find him.

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German Infante - PeerSpot reviewer
Solutions Architect Data Center Servers and Storage at Tecnologia informatica

The technical support is exceptionally good. 

There's some information missing from the manual. I had to request special help in some cases because the documents are not complete. For example, wherever you go, unless you have some kind of experience with the product, there are some ports on the backend of the servers that are not easily identifiable. When you read over the documents and try to find that information, you can't find it anywhere — you have to contact SimpliVity support.

They need to provide more complete information about the components and their uses, especially the ports on the back.

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VC
Systems Engineer at Sempra

Most of technical support has been excellent. I can escalate my support case to a developer very quickly, in less than a day. That's unbelievable.

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DY
IT Director at a university with 1,001-5,000 employees

Customer Service:

Customer service is 10/10.

Technical Support:

Technical support is 10/10.

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it_user531087 - PeerSpot reviewer
Senior Systems Administrator at a consultancy with 51-200 employees
Customer Service:

Customer service is excellent. Deployment and turn-up was a white-glove experience, with dedicated technical staff (Richard Gay) and very attentive account managers (Ryan Huhtala).

Technical Support:

Technical support is excellent. Support staff are responsive and knowledgeable, and we have had all concerns about which we've called in resolved to our satisfaction.

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MD
Technical Account Manager at a tech services company with 201-500 employees

The technical support has been good. They know a lot of information and are helpful.

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RU
Senior Solutions Architect at a manufacturing company with 51-200 employees

They provide good technical support.

If the solution has any fundamental challenges then it is not something that anyone can address.

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DC
IT Engineer at a government with 501-1,000 employees

We've had a few instances where we've had to work with HPE support and they've resolved everything very quickly. We've had zero downtime.

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JP
IT Manager at a financial services firm with 501-1,000 employees

We have not had many technical support calls. However, we had one call which was not completely answered to our satisfaction. Are they capable of answering that question or not? Based on that particular call, we didn't receive the right answer.

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it_user1130133 - PeerSpot reviewer
Senior Systems Engineer - Midrange Hardware Standards at a transportation company with 10,001+ employees

The technical support is weak. It is a layered product. It has a software solution on top of the SimpliVity solution, which is built on top of the hardware of the HPE DL380s. When we call for a problem that we know is related to the DL380, we get a SimpliVity guy trying to solve a SimpliVity problem. If it is not a SimpliVity problem, it's a hardware problem. So, it takes awhile for them to figure out which part of the organization should really be helping us.

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CB
Director of IT at a pharma/biotech company with 501-1,000 employees

Customer Service:

Excellent.

Technical Support:

Excellent.

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MI
FD at Alpha 55

Compared to NewtonX, technical support for HPE is a lot better. We had a few situations where we need to get connected with them. The usual turnaround time is the next business day or whatever option the customer has. It'll be resolved accordingly in time.

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AH
IT Manager at Penoles

The technical support is very good. We have Tier 2 and 3 support.

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IT Director at Ströer Media AG - Turkey

I haven't needed technical support yet.

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BR
IT Systems Architect at Brigham Young University

I've used SimpliVity technology support a lot. In terms of HPE technology support, I've only used them a little bit in the last few weeks. Once I get a hold of them, they're great. Sometimes it's a little bit difficult to get a hold of them, but once we get a hold of them, their technicians are great.

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BR
IT Systems Architect at Brigham Young University
Customer Service:

Customer service has been great.

Technical Support:

Technical support has been great. They have improved software upgrades dramatically, allowing me to perform my own upgrades without having to call support.

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EL
VP Comercial at a tech services company with 51-200 employees

I'm not sure about that because I'm not an end-user, but I suppose it is great as other products.

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KK
General Manager / CTO with 201-500 employees

We have occasionally contacted technical support concerning the update or when problems arise. We arrange the support. Mostly, problems happen during the hardware failure as the result of normal wear and tear.

The support has been okay thus far. For the last couple of years, so far so good, without problems, although the transition from Simplivity to HP did involve a big hiccup. 

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KL
DATABASE APPLICATION ENGINEER with 1-10 employees

I have used their support. They're good.

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KP
Manager, IT Infrastructure at a consumer goods company with 1,001-5,000 employees

We contact a local vendor for support. If they are not able to resolve the issue, they contact the global support, which takes time.

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DL
Consultant at Trigonova GmbH

The support is quite good. If you have a question or a problem with the installation you can call on your implementation partner, or you can also call directly to HPE and open a support call. It works quite well.

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it_user543450 - PeerSpot reviewer
Head of IT at Law Firm

Customer Service:

The level has been very good until now, I know that after HPe taking over some users have encountered delay in being services. This did not happen to me. Update: it's a pity, that no email support anymore is available. Now we have to dial in and create a support case. Before the acquisition, creating a support case was a breeze. I hope HPe will fix this.

Technical Support:

Excellent. Update: Well, good to very good. there is room for improvement.

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it_user683289 - PeerSpot reviewer
Enterprise Architect at Jackson laboratory

The technical support was great, i.e., prior to HPE purchasing them and not so good, once HPE has purchased them. Also to be fair, it is at a transition point. At least, we have had good meetings with HPE, so hopefully they've heard our needs and will respond accordingly. They've been willing to listen to us, however, whether we see action come out of that is another story.

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it_user364671 - PeerSpot reviewer
Consultant at a tech services company with 51-200 employees

Technical support is perfect for me.

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it_user572493 - PeerSpot reviewer
IT Infrastructure at a healthcare company with 501-1,000 employees
Customer Service:

They have the highest level of customer service I have experienced in a vendor. They have great people on at any time of day.

Technical Support:

SimpliVity's technical support is great. I've never had an issue that had to be 'escalated'. The first person I talk to is able to quickly fix any problems I have had.

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it_user543450 - PeerSpot reviewer
Head of IT at Law Firm
Customer Service:

Excellent support.

Technical Support:

Perfect, the technical team is great, one of the greatest I know so far.

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RS
Sales Director at MTF DATA AG

HPE support is good. 

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HP
Process Control Senior Supervisor at a mining and metals company with 1,001-5,000 employees

Technical support is not so good. We have some issues with the memory and we still don't have answers for that problem.

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BB
Senior System Administrator with 11-50 employees

We needed help to integrate some of our older systems to use with HPE SimpliVity and we contacted support. We opened a ticket and they responded within five business days.

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CS
Senior Engineer at a financial services firm with 5,001-10,000 employees

The technical support is not the worst ever. It has changed, because it used to be bad. It used to be where they had amazing techs, but you could never get them on the phone. Now, you can get somebody on the phone but they never know what they are talking about. 

There is pretty good support for upgrades. I got a pretty senior tech the last time that we did an upgrade, so it is workable.

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YS
Head-IT/SAP at Barista Coffee Company Ltd.

Their support is good.

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AaronSMR - PeerSpot reviewer
Systems Administrator with 201-500 employees

Customer Service:

It's been pretty good. Before HPE bought Simplivity, I feel the customer service was great. The couple times I have had to contact support after HPE bought SimpliVity, it has been what I have come to expect from large companies.

Technical Support:

The techs that I have worked with have been really good and seem to know their stuff.

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it_user684993 - PeerSpot reviewer
Senior Cloud Data Architect

I used tech support prior to the acquisition and it has been good.

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SS
VP/Chief Technology Officer at Francis Drilling Fluids, Ltd.
Customer Service:

Outstanding Customer Service.

Technical Support:

Outstanding Technical Support.

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ET
Chief of Information Technology at SOFTYS

They could have better-specialized support for more countries.

I rate the customer service of HPE SimpliVity a seven out of ten.

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GF
Presales and Consulting at a computer software company with 51-200 employees

The technical support was excellent.

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LT
IT Analyst at a local government with 1,001-5,000 employees

Technical support is okay.

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it_user680265 - PeerSpot reviewer
Senior Systems/Storage Engineer at Banc of California

I would rate technical support as excellent. They are one of the best.

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SJ
Professional ICT at a non-tech company with 11-50 employees

The technical support and support, in general, are very good. When I had discs that stopped working, they sent the disc to be on the same day. They are very good.

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AP
Support analyst with 5,001-10,000 employees

The support from HPE is very good, they are helpful.

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MB
Senior Product Manager at a comms service provider with 51-200 employees

They can maybe improve the response time. When a customer has an emergency and is pushing us, we need to respond in the best way. This is not a complaint. Customers always want the solution immediately. We help our customers in getting the most uptime for this service.

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AS
Technical Architect at a computer software company with 10,001+ employees

SimpliVity (before HPE) was pretty darn good. While it has been a while since HPE acquired SimpliVity, there is a lack of understanding/awareness about the product. In short, it took me time to actually make them understand they had a product named SimpliVity, which as you can imagine does not instill a great deal of confidence.

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it_user713316 - PeerSpot reviewer
IT Systems Architect at a university

I've used SimpliVity and HPE. Once I get a hold of them, they are great. Sometimes, it's a little bit difficult to get a hold of them, but once we do, their technicians are great.

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KB
Manager, Corp IT Infrastructure at Domo

We have used technical support a couple of times and every time was a good experience with a quick response by a technician. The resolution was all standard.

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it_user680217 - PeerSpot reviewer
Manager of Virtualization at a tech services company with 1-10 employees

We have Platinum support. I give them two thumbs up.

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it_user592341 - PeerSpot reviewer
Senior Engineer/Virtualization Specialist at a tech services company with 51-200 employees

The technical support is very good, probably the best we have encountered until now.

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GR
System Administrator at Full House

The technical support team responds very quickly.

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MK
Chief System & Security Officer at a financial services firm with 51-200 employees

We've been in touch with technical support, especially at the outset. We found them to be very helpful and responsive overall. We have been quite satisfied with the level of service they have provided to us. They are quite knowledgeable.

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GK
Senior IT Specialist at Servicios de Consultorias de IT

Here in Argentina tech support is very hard to find. But, if we scale our problem with external support in, say, the United States or another country, it's good. Here in Argentina, though, it's not good.

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it_user335280 - PeerSpot reviewer
Account Manager at a tech services company

We rate technical support 4.5/5 based on their professionalism and time of resolution.

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it_user605250 - PeerSpot reviewer
System Administrator at a university with 1,001-5,000 employees
Customer Service:

Customer service is good; not the best, but it's good.

Technical Support:

Technical support is very good.

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KB
Network Manager at a marketing services firm

The technical support is good. We are in contact with HPE. It seems like anytime that we have problems people are there to help us. 

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it_user784089 - PeerSpot reviewer
Senior IM Manager

I can say that the support was better when it was a separate company, when it was SimpliVity. But, now with HPE it has not been quite as good. But that is normal. HPE is a big company. Things are a little bit, I would say, more "official" than the person-to-person communication that startups have. But that is natural.

The support might take a little bit more time, but we are a non-standard support case because we are actually using the HPE software on a non-HPE hardware. 

We have this pre-HPE hardware. We use it on Dell, and Cisco, and that probably can create more confusion for HPE support. So, I'm really hoping that HPE will come up with some on-premise replacement so that we can actually switch to HPE units, so that HPE can have full support on the system.

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it_user683262 - PeerSpot reviewer
Account Manager with 51-200 employees

Technical support will be involved in the implementation, but that's it for right now. It's in process right now, so I would rate their support as "so far, so good." We'll see when it has all been completed.

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it_user582882 - PeerSpot reviewer
GM IT Operations at a insurance company with 501-1,000 employees
Customer Service:

Excellent. Local sales team always available and involved.

Technical Support:

Also excellent. Always helpful and available during upgrades or maintenance windows.

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it_user168297 - PeerSpot reviewer
CTO at a financial services firm with 501-1,000 employees

Technical support is the best. Their first-line guys know the product and can solve issues. I have always had any issue or support request resolved in a timely manner and by the same guy who was assigned the ticket.

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it_user784044 - PeerSpot reviewer
Manager ICT at a healthcare company with 1,001-5,000 employees

The support organization has changed a bit since the switch to HPE, but that has not impacted any of the services yet.

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it_user584109 - PeerSpot reviewer
Sales & Project Manager at a tech services company

Technical support varies based on the level of paid service (Gold/Silver).

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it_user530316 - PeerSpot reviewer
IT Manager at a non-tech company with 501-1,000 employees

Customer Service:

Very high.

Technical Support:

Very high.

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it_user609312 - PeerSpot reviewer
Sr. Systems Administrator at a healthcare company with 501-1,000 employees

Customer Service:

Customer service has been slightly impacted since HP purchased Simplvity. The support is still excellent, it just takes them a bit more time to get back to you when you open even a critical ticket. I'll give HP some time to adjust and update this part of the review later.

Technical Support:

Technical support is excellent +++. The HP purchase of Simplvity has not impacted the skill level of the engineers I have worked with. They are still great.

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it_user684990 - PeerSpot reviewer
Lead Tech Consultant for Data Center with 51-200 employees

We have not really used technical support. It is pretty self-explanatory.

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it_user322023 - PeerSpot reviewer
Sr. Systems Administrator at a tech vendor with 501-1,000 employees
Customer Service:

Very good

Technical Support:

Very good.

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it_user530316 - PeerSpot reviewer
IT Manager at a non-tech company with 501-1,000 employees

Technical support has been among the best we have dealt with.

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it_user164979 - PeerSpot reviewer
IT Manager at a financial services firm with 51-200 employees
Customer Service:

Very good.

Technical Support:

Very good.

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EB
Consultor Senior TI at SDTEC

I have three or four certified technicians to lend support.

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AB
Engineer at Platform Technique

HP Technical support is great. HP has developed instant AI, artificial intelligence. Support can be automatic now. When we activate the AI, when we have a problem on-site, HP will basically know in advance. If we have to repair something, it will be sent automatically. They do offer on-site support, however, that's something that needs to be paid for.

Overall, we've been satisfied with their level of support.

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it_user784092 - PeerSpot reviewer
Systems Analyst at a insurance company with 501-1,000 employees

Technical support is perfect. They explain to us the solution in a very clear and simple way. When we call them, they know the right answer and get the right person automatically.

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KY
Key Account Manager at BTS Group

We have not had any problem with customer support at SimpliVity. 

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HL
Senior System Engineer at a computer software company with 51-200 employees

Our experience with technical support has been good. 

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LB
IT Manager at a tech services company with 501-1,000 employees

I haven't spoken with their technical support.

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DT
Production Support Manager at a tech services company with 10,001+ employees

We haven't had any issues or problems with the technical support. They help us by setting up a demo and making sure everything functions correctly with the product before we ship it to the client.

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it_user683259 - PeerSpot reviewer
Sales at a tech services company with 11-50 employees

We haven’t used technical support because we still go through SimpliVity for support even though HPE bought the company. It is still a separate support structure. They could work on support a little bit, but that's just HPE going through the growing pains.

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MK
Solutions Architect at a tech services company with 51-200 employees

Technical support is very good for HPE. As compared to other vendors, HPE provides better support for all products, not only for hyper-converged solutions.

90% of our business constitutes HPE solutions. Customers who have a certain set of protocols from their other sub-regions or head offices go with other vendors. We don't have any choice on that.

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SA
head of presales at a tech services company with 11-50 employees

The technical support is quite good. We're satisfied with the level of service provided. They are knowledgeable and responsive.

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WA
Co-Founder at BIGBOOM ASIA CO.,LTD.

Technical support is excellent.

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RH
Senior Project Manager at a tech services company with 1,001-5,000 employees

Technical support is very good and I would rate them a ten out of ten.

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LC
VMware Administrator at a energy/utilities company with 1,001-5,000 employees

Technical support at HPE has always been really good, with anything I've done with them.

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it_user603141 - PeerSpot reviewer
Works
Customer Service:

Customer service is very good; fast reaction time.

Technical Support:

Technical support is very good; always solid statements.

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it_user590748 - PeerSpot reviewer
IT Systems Administrator at a tech services company
Customer Service:

Customer service is top-notch.

Technical Support:

Technical support went above an beyond to help get our network environment ready for the upgrade.

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it_user530523 - PeerSpot reviewer
IS Specialist at a educational organization with 51-200 employees
Customer Service:

Good.

Technical Support:

Excellent.

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NO
Solutions Coordinator at a tech services company with 501-1,000 employees

I would rate them an eight out of 10.

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Tomas Sajauka - PeerSpot reviewer
Systems Engineer-Consultant at Blue Bridge Bond, UAB

Tech support is ok.

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MH
Customer Service Officer at STBL

HPE local and global technical support is very good. Customers can reach them easily.

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SK
System Engineer at a tech services company with 501-1,000 employees

HPE has a good track record of support.

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it_user607584 - PeerSpot reviewer
IT Manager at a financial services firm with 501-1,000 employees
Customer Service:

Customer service is 10/10.

Technical Support:

Technical support is 10/10.

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CL
Senior Engineer at a tech services company with 51-200 employees

They provide good support.

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it_user769266 - PeerSpot reviewer
Gerente Comercial at a tech services company with 11-50 employees
Buyer's Guide
HCI
March 2024
Find out what your peers are saying about Hewlett Packard Enterprise, Nutanix, Dell Technologies and others in HCI. Updated: March 2024.
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