HPE Synergy Customer Service and Technical Support

Director2039
Director at a tech company with 10,001+ employees
We often find ourselves having to get into the Tier 2 and 3 support or into the development teams. Based on our scale, and what we do with this platform and others, we tend to find more bugs that are edge cases for most other people. Therefore, Tier 1 support is of little interest to us. However, when we have gotten to the right people, the technical support has been really good. View full review »
Brent Beverly
VP Technology at Scalematrix
Technical support is good. We had a struggle at the beginning. What happened was that we reached out and they didn't really understand what we were trying to do. We got more of the leadership from HPE involved and said, "Hey, this is what we're trying to accomplish. We're trying to set up a solution." They put some more advanced technical support in place and were able to solve it in under 24 hours. That helped us in initially setting up the solution. View full review »
Wayne Holland
Services Support Supervisor at WSDOT
We've done several engagements with the support from Synergy. They have all been really good engagements. The only thing that I can say which might be negative is they don't necessarily know about the Nexus connections either. However, once we got that figured out, it was good. We had several visits with engineers, when we had issues, who fixed everything. So, that was really good. View full review »
Learn what your peers think about HPE Synergy. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.
Lyle May
System Architect at a tech vendor with 201-500 employees
The technical support was pretty good. They were good to very good, depending on the issue. View full review »
ManagerI379a
Manager IT Infrastructure at a aerospace/defense firm with 10,001+ employees
On a scale of one to 10, the technical support is probably a six. It got better as we got deeper into the Tiered support. The initial support with its Tier 1 and 2 support weren't very useful or helpful at all. It was only when we engaged our Salesforce to help us get into the backdoor to talk to their Tier 3 team did we start to see things circulate. View full review »
Jarom Petrich
Storage Engineer at Brigham Young University
We did use technical support and I would rate it poorly. On a scale of one to ten, I'd give it a five. It wasn't terrible, but it's the fact that it's such a new product and it doesn't seem like even the people who are supposed to be supporting it really understand it yet. We went around and around in circles on one particular issue for about two weeks and it was a simple "check the box" in this area. When we finally checked the box, everything started working, but it took us two weeks to figure that out with their help. View full review »
Vince DiStasi
CIO at GCC
Technical support is very good. We haven't really had to use it a lot, but the times we have had to use it, it's been very good. View full review »
SeniorSe5ba7
Senior Server Engineer at a tech services company with 5,001-10,000 employees
Technical support was a little busy the last couple times I've had to contact them. It was a new product. Support wasn't bad, it was just a little slow. View full review »
ITInfras54a9
IT Infrastructure Manager at a security firm with 1,001-5,000 employees
I haven't personally used technical support. View full review »
Michael Rohde
Network Specialist at Roswell Park Cancer Institute
The technical support was about the only negative experience that I had. It was a mixed bag when we were first standing it up. We had some requirements from our information security department, and technical support wasn't able to give me immediate answers. They had to engage engineering, which they did, then they got me the answers. However, it took a week of back and forth conversations and phone calls to get it all worked out. It got done, which was good. View full review »
Matthew Ingram
System Engineer at Blue Shield of California
On a scale of one to ten, technical support is a five. We get decent support, but it could definitely be improved. View full review »
Technica84fe
Technical Consultant at a manufacturing company with 1,001-5,000 employees
From a technical support standpoint, it seems as though the platform came out more quickly than the technical support behind it did. It is much easier to find good tech support people from HPE on the older product line as opposed to Synergy. Synergy is a bit more limited. View full review »
Patrick Long
Advisor System Administrator at a financial services firm with 201-500 employees
Technical support has been a bit of a mixed bag. When we've had issues, we've called in and sometimes it's taken a while to get to a resolution. Generally, I would say that I'm satisfied with technical support. We have used the HPE PointNext services, and they are very knowledgeable engineers. View full review »
Roger Crane
Systems Engineer at Scientific Games
We've had very good support. The initial setup was probably where we engaged with the most with tech support, and not a whole lot since then. View full review »
CEO1c1e
CEO at a tech company with 1-10 employees
Technical support is poor. We've had issues with the system. Firmware upgrades, for example, did not go as they should have gone. After placing a support call to HPE, several weeks later problems actually got worse as a result of what they instructed us to do. View full review »
Varun Lenkala
Systems Engineer at a retailer with 1,001-5,000 employees
We have gotten some very good technical support from a few guys. I even have their names. Whenever we call them, we generally get support from those two or three guys and we are happy with them. View full review »
Manager7a60
Manager at a financial services firm with 1,001-5,000 employees
On a scale of one to five, five being excellent, technical support is a four. View full review »
ITInfras8f24
IT Infrastructure Architect at a tech vendor with 10,001+ employees
I don't work with the technical support. View full review »
J-J Seely
Systems Administrator at a energy/utilities company with 201-500 employees
Technical support has been good. Early on - we were more of an early adopter - there were some issues with support. Lately, support has been fantastic. View full review »
Dan Loftus
Architect at Argos
We haven't had to use the technical support yet. View full review »
Mohammad Alotaibi
IT Director at Kdipa
I have not used the technical support because I haven't had any issues. View full review »
Lee Commins
VMware Administrator at a energy/utilities company with 1,001-5,000 employees
Technical support is great. HPE has always had great technical support. View full review »
SystemEnd3d1
System Engineer at a manufacturing company with 1,001-5,000 employees
I don't think that the technical support for the product is there yet. I think that they're building up people to that novel technology, but there's very limited knowledge at the first and second level of support for this product. View full review »
Willam Adam
SVP Data Technology at a marketing services firm with 51-200 employees
The technical support has been very good. View full review »
Adam Barthel
Cloud Architecht at a manufacturing company with 1,001-5,000 employees
I haven't had to work with technical support yet, so the product was built well. View full review »
St. Claire Mclean
Director of Infrastructure at Alliant Cooperative Data Solutions
We haven't had to open a case with technical support, which is great. View full review »
JasonWilliams
Manager Engineering Services at a manufacturing company with 1,001-5,000 employees
HPE doesn't have the expertise internally to set these things up. View full review »
SeniorInb5e9
Senior Infrastructure Engineer at a retailer with 1,001-5,000 employees
I don't have any experience with HPE technical support. View full review »
ServerAr942f
Server Architect at a financial services firm with 1,001-5,000 employees
it depends on what technical support you pay for, but the lowest echelon of HPE technical support is sadly uninformed, unknowledgeable, and dependent on wrote scripts. They won't answer a question without going through their script. It's not like you're actually talking to somebody who has any depth or time using any of the equipment. View full review »
Informat2839
Information Specialist at a government with 5,001-10,000 employees
I haven't had to talk to technical support yet. View full review »
Rami Chiha
Operational database administrator at American University of Beirut Medical Center
Technical support for this solution has a very good initial response; however, escalation takes time, and most of the time the first level of support cannot solve your case. View full review »
ITInfras9484
IT Infrastructure Manager at a import and exporter with 10,001+ employees
Technical support is solid. We really haven't had issues with it, so we haven't had to go down that path much yet. View full review »
Victor-Hernandez
CIO at La Huerta
The technical support is remarkable and very good. View full review »
Marina Landeiro
Service Manager at a financial services firm with 10,001+ employees
We haven't used the technical support, as we haven't had any problems. View full review »
SeniorSy4b5d
Senior Systems Engenier at a healthcare company with 501-1,000 employees
The technical support is great. View full review »
Learn what your peers think about HPE Synergy. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.