The product’s technical support is good.

Technical support is quite good. HP has been in Vietnam for a long time, so the local team here is strong in experience.

The customer service and support are good.

I rate the technical support a ten out of ten.

My experience with HPE's technical support is very positive. The engineers are available on time, and address issues promptly, and I haven't encountered issues extending beyond one shift. 

While any vendor can resolve uncomplicated issues quickly, I truly appreciate HPE's approach to problem-solving. I'm impressed with their support structure, call availability, understanding, flexibility in scheduling remote sessions, and accommodating customer timeframes.

Technical support is helpful, however, an advantage that I have is that I know the company inside out. I still have contact with my former colleagues there. They do their job. They are helpful and responsive.

The support team is good.

They have been very responsive.

I am happy with the support team.

We receive good customer support. 

The technical support has a good response time. I reached out to them regarding a hard disk failure issue. They called me, understood the problem, and replaced the disk within two hours.

HPE StoreOnce's technical support team is good.

It is difficult to solve issues with this solution remotely. I prefer to use the knowledge base platforms. The response time could improve.

Support was good, better than average, but left a little room for improvement.

9/10.

8/10.

If we face technical issues with the tool, we normally escalate them to the distributor and resolve them very quickly. I rate the technical support an eight or nine out of ten.

We use technical support quite a bit and we are not so satisfied with them. I rate them 3/5.

We have not used technical support. Now HP as a whole, I have on other servers and things like that but for 3PAR I actually haven’t had to use support yet and, like I said it’s been going on two years. I’m happy with that, I’m sure if I had to call them they’d be right there.

They could improve the technical support services in terms of quality.

I am satisfied with the solution's customer service, but they should respond faster. The last time we contacted them for some issue, they took around one week to resolve it.

I think HP, by far has some of the best technical support I’ve ever encountered. I was just telling a story in regards to how we started doing business with HP. HP came out and serviced us, and we weren’t even under contract. The same day, same night, and made sure our organization was whole come the next day, and for an eight billion dollar company that really resonated with us. That was the precursor to our decision to move forward with HP and we’ve been really happy ever since.

HP’s customer service is outstanding. Turnaround time on parts for us is four hours and we also have them in less time than that. The HP service representatives are knowledgeable, friendly and are very easy to speak to. They are people who don't read from a script, but actually have a working knowledge of the equipment.

It's outstanding.

I rate the technical support an eight out of ten.

We get technical support from our partner and also from HPE personnel. The support is very good.

The support is quite good. If we have any issues then they will connect remotely to assist us. I would rate them an eight out of ten.

I've used my HP account team, if that counts as technical support. They've been fantastic.

Technical support is quite efficient. We only had minor issues, but they were handled pretty quickly.

Its good .

On a scale of 1-10, I would rate technical support a 6.

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

I have used the support from HPE StoreOnce.

I rate the support from HPE StoreOnce a five out of five.

The HP StoreOnce support team are very responsive and quick to react to problems and offer ongoing support and guidance. However, StoreOnce really shines when integrated with a backup product that utilises the StoreOnce capabilities to better protect your data. This is where the HP Technical Support breaks down. It is often difficult to have a team take ownership of a problem or admit there is a fault, the blame is often directed to someone else. Typically, we have found this to be more of an issue with the Data Protector Support than with StoreOnce, but being the same company it is quite jarring at times how little cross-communication and teamwork there is despite Data Protector and StoreOnce being so heavily dependent on each other.

The solution's support is responsive and quick. 

Customer service is great.

Technical support is great.

The support from HPE is terrible.

I've never had to contact tech support.

Excellent. There has been an integrated partnership with the ability to answer any and all questions.

Good from HP, as usual (on a contract).

Good from HP, as usual (on a contract).

We have had experience with technical support for this solution. Normally, we will contact them to discuss compatibility with a customer's environment. The support for this solution is the best in our country.

We have not yet used technical support for StoreOnce, but we have been using it for less than a year.

They're excellent. Everything from pre-sales to post-sales and then just more on the sustainment model. They're eager to be engaged and they definitely take the extra to make sure that we're meeting our needs because obviously backups are important stuff. I would say they're leading the edge as far as customer engagement.

I have used HP services on a few occasions when setting up new functions and for problem resolutions and have found the service to be very good.

The technical support has been very good and the specialists know the product and can resolve the issues that were presented to them.

No issues with customer service, quick and correct.

They could answer all our questions and helped us to get going without too much time and effort.

Upgrade first, talk next. If you happen to be out of date regarding FW or patches, then you are the problem and not the unit. Basically, that's how it works at HP.

That being said, we have h+4 SLA on these units and the customer service never failed us so far.

8/10 for both. Issues were dealt with quickly and efficiently.

Technical support is good. If it's not good we make it good because we, as a partner, offer technical support ourselves.

Technical support is very good.

HPE technical support is a bit slower compared to EMC, which might have a larger support team that can respond faster.

I think that technical support is a weak point. I feel that technical support does not know the product. The call center is prepared to support a hardware error, but when we have any doubts regarding a new configuration, they have the same doubts. In this case, we need to contact some friends at HPE.

As far as HPE support is concerned, I don't have any issues with them. For the most part, I am coordinating with them. We normally handle the support for our customers or contact HPE support on their behalf.

Technical support are knowledgeable. Fortunately, we have a pretty much dedicated support person that we deal with. By HPE giving us just one resource, it's helped us because they are familiar with our environment. They're familiar with our systems. Support's been painless.

The technical support is fantastic. Yeah, we've had a great experience with the StoreOnce device. We've even gotten folks on site when we've needed them to do firmware upgrades and those sorts of things where our technical abilities don't quite cut the mustard, so to speak. You know, we're pretty satisfied with where things are at right now. I can't speak to what we truly need in the coming weeks, months, years, from the StoreOnce platform, but I think what I've seen here so far, some of the solutions being offered as far as integration with the 3PAR would be an area that would be really interesting to see.

HP offered as much or as little support as we required so we did the implementation ourselves. It was checked over by an HP engineer and signed off in two weeks. HP provides support with a nine to five next business day callout. HP comes to visit us and we have conference calls, presentations and demonstrations. That is the kind of interaction we’re getting.

HP provided a Webinar overview of the virtual tape library, gave us access to HP Labs and also sent in two technical specialists to talk through the product, demonstrate it and answer all our questions. However, what swung the deal for us was that we were able to have the kit on loan for up to three months. If you don’t like it HP come and remove the kit. If you do like it you just pay for it and keep it. That was brilliant because I didn’t want to go through the process of buying something and then find it didn’t operate in the way we wanted or was incompatible with certain backup software.

The technical support of HPE is very, very, very good.

We have not contacted technical support for the new version, but my experience with the previous versions, I would rate them an eight out of ten.

Overall I am satisfied with the technical support.

It's very good, the questions I had were answered probably within, I think, maybe two to four hours, so it was a really good experience for that.

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

We've had a couple of challenges where we've had to engage them and they're fantastic. I mean they listened, problems get escalated if they need to get escalated. They're extremely helpful and what really impressed me is it's like they're very knowledgeable of the BURA environment. They were well aware of the challenges that I was facing with my users. If we had an outage, they were well aware of that I had to find a different place to store the data, what the risks were. Yeah, they're fantastic. I love the technical services that we get from them. We had some bumps as far as implementation. Part of the challenge that we have is our primary data centers are hosting centers, so they're lights out.

The technical support is good. I used their technical support for assistance when I was trying to download the console management software — they resolved that problem in an hour or so. 

HPE have better support - hardware and software - compared to the competition. They appreciate it so much. Their response time is so good.

Technical support is OK. When we determined that we couldn't recover the data in our StoreOnce, HP support said we should copy everything to another StoreOnce while fixing the defective one. We didn't have a spare StoreOnce, so this suggested fix was disappointing.

Technical support is great! No problem; fast solutions.

They've actually got really good tech support. If you have to do an upgrade, they do a remote session and they'll guide you through it.

I am satisfied with the technical support.

I have not used technical support.

7.5/10.

8/10.

Good.

We try to avoid technical support because it's "entertaining", though I'd use different words to describe it.

It's very good.

It's very good.

Technical support is excellent.

I found HP to be helpful, but they asked too many questions and were not really able to help our business.

Technical support is pretty good. We are satisfied with the level of service we got. 

Customer support is fine.

Technical support is brutal, my guy never wants to get on the phone with me, and he prepares to be tortured. He knows going in that it’s going to be painful.

It's 10/10.

It's 10/10.

10/10.

10/10.

Very good.

Very good.

Very good support for the hardware.

Technical support has been great. They are the best in the market. They're very responsive.

At times not good, other times good.

It is very high.

Customer service is very high.

Above average service.

Above average with excellent response times. In one case, I needed a hard drive replaced, and the person who took my call was the person who arranged the engineer/part to be replaced. Also, the person was knowledgeable about the product.

It's been good. We had run full, "full-cup" time, and I called HPE support and I believe in two or three hours we had the problem solved.

Sometimes we have to talk to level-2, but that goes okay.

It's great.

It's great.

Excellent, because of local presence of HP is KSA.

Very Good.

It's good.

We are not getting any direct support from HP, but we are getting support from their partner. The support is relatively good.

Technical support is responsive, but since we're installers, I expect it to be quicker.