IBM FlashSystem Customer Service and Support
We have not needed technical support because the solution has never given us any problems.
We need a code update once, but a local partner helped us with that software update. Partners generally manage support for IBM.
View full review »A partner provides us with technical support, and we have a service agreement with them. Our partner uses IBM support, so they have a relationship with the vendor. I rate them nine out of 10.
View full review »I have a lot of interactions with IBM's technical support. I rate the technical support an eight out of ten.
View full review »Buyer's Guide
IBM FlashSystem
March 2024
Learn what your peers think about IBM FlashSystem. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,924 professionals have used our research since 2012.
I rate customer service and support ten out of ten.
View full review »CM
WebOpsManager15
Web Operations Manager at a manufacturing company with 10,001+ employees
Technical support is the worst in the industry, as mentioned elsewhere.
View full review »I haven't contacted the technical support for IBM FlashSystem.
View full review »AM
Abdullah Mahmood
Network and System Administrator at TWD Technologies Ltd.
Personally, I haven't directly dealt with technical support. That said, apparently, it looks like it is quite good. The support is proactive. My system is already connected to IBM tech centers. They can highlight predictive failures, for example. My assumption is that they are quite good, although I can't yet peak from personal experience.
View full review »PH
reviewer2014950
Service Delivery Manager at a computer software company with 10,001+ employees
I would rate the technical support for this solution a three out of five.
View full review »We haven't needed any assistance from technical support so far.
View full review »PS
Peter Sachs
Storage Infrastructure Engineer at Cambridge Health Alliance
The support could improve by allowing you to speak to someone when you call rather than them calling you back. However, once we do have contact with one of their technicians they are excellent.
View full review »I have been in touch with IBM support, and I did it a lot. Normally, they respond within an acceptable time with a sufficiently detailed answer. Around 90% of the time, you will get the answer straight back. In some rare cases, you need to ask them more. You send them a mail asking to clarify something or get more details about how to do a specific task, but normally, they provide a satisfactory answer.
View full review »AZ
Ahmed Zaki
Infrastructure Architect Supervisor; Solution Delivery Supervisor at a financial services firm with 1,001-5,000 employees
The response of technical support is good.
View full review »Since I have been working with the tool for 20 years, I have a good relationship with the support team. It's really easy to get support if I need it. Three to four years ago, when I upgraded the systems connected to the storage, the system went down because of a firmware version mismatch. We worked on it for half a year. The support team helped me through it.
View full review »MM
Marko M
Product Manager at ZELINKA d.o.o.
Technical support is great so is rated a ten out of ten.
View full review »I will rate their technical support an eight out of ten. If you send them a question, it takes them ten days to come back to you with an answer. But besides this, we've had no other issues.
View full review »IBM's technical support has been good, and I would rate them at nine on a scale from one to ten.
View full review »HB
C832
COO at a comms service provider with 5,001-10,000 employees
We have our own engineers trained by IBM and they are certified. I don't really recall many real issues. As I think back, there has been nothing critical where we had to ask IBM to contact their own labs to find a solution. Day-to-day, we have almost no need for IBM to show up for any problem or technical issues.
View full review »RV
reviewer1125696
UNIX Security Consultant at a retailer with 1,001-5,000 employees
Technical support is very proactive and we receive alerts when they are visiting the data center or asking for permission to change a part. We are alerted to part failures before we even have a chance to find them in logs.
I rate technical support a ten out of ten.
View full review »The technical support from IBM FlashSystem is very good.
View full review »SM
Savera-Menezes
Head of IT Infrastructure at a insurance company with 501-1,000 employees
The IBM technical support is excellent. When we had a hardware issue, they were able to fix it within the SLA period. They have back-to-back support for resolving any hardware problems.
When it comes to managing hardware, they're excellent.
View full review »The support for this solution has fast response times.
View full review »The technical support is pretty good, especially the local team in Pakistan. Normally, the response time is very good.
View full review »MN
Moahmed Nabil
Infrastructure Solutions Architect at areebah
I believe the second line and third line are very responsive here. It depends on the customer's warranty level, if it's 9x5—it can't be like 24x7, which is immediately.
View full review »Technical support is really good. Because we're a bigger company, they get to us a little bit quicker. There's more on the line for IBM, so they really treat us well. It's been pretty good. We get good feedback quickly.
View full review »Nine out of 10.
View full review »MB
Matthys Booyens
Chief Technology Officer at Inovo
We are happy with the technical support.
View full review »RC
reviewer1550817
Hybrid IT Enterprise Executive at a computer software company with 11-50 employees
We have had a good experience with customer service and support, but it sometimes takes a while to resolve an issue. I rate them an eight out of ten.
View full review »I have used the technical support on occasion, but not a lot. It's good. As long as you provide them with the correct information about the problem, they will respond very quickly.
View full review »We've been absolutely happy with the technical support.
From an IBM perspective for technical support, they really love the V9000, especially when you're going to do some enhanced service offerings that IBM has.
When it comes to using things like the technical advisor, being able to have more of a concierge service with support has been very beneficial to clients.
View full review »The technical support for this solution is good. They used to help us when the motherboard of Power Systems broke. Their response times are really fast.
View full review »
Customer Service:
IBM's support for storage hardware is usually excellent.
Technical Support:IBM's storage technical support is usually excellent.
View full review »I have used the technical support and so far it has been very good. The response was a little bit lacking last year, but it looks like it's been improving.
View full review »Technical support is horrible. IBM doesn't have much expertise with the product.
View full review »I am satisfied because we have global technical support and other options. In addition, IBM has two specialized service centers based on the business partners' platform.
DP
reviewer1983588
General Manager at a tech services company with 11-50 employees
The technical assistance is excellent, which is why I recommend this solution to my clients.
I would rate the technical support a five out of five.
View full review »ST
C.
Cloud Engineer at a tech services company with 51-200 employees
IBM is able to deliver a support organization with well-trained people. IBM's redpieces/papers and solutions designs are published and offer real references. You can develop your own skills and become an expert or fallback on IBM Supreme Support if you feel less comfortable.
View full review »The technical support in my region is satisfactory but it could improve. Support is very important for customers and downtime is very critical for us. We would like onsite or complete technical support which can help us to minimize our downtime or if problems occur.
View full review »GA
Gokhan Aricioglu
IT Manager at a financial services firm with 201-500 employees
We recently contacted the technical support and received prompt response. IBM Company has a strong customer service and support organization in my country.
View full review »Technical support has been great. As far as responding, we usually get a resolution, or we have somebody calling us from higher up in the chain.
View full review »I think the guys in our country are very clever in this. We can count on them. When we call them, they respond very fast and bring the new parts on time. The repair time is written into the SLA. Support is available 24/7 and I think the repair time is within 24 hours.
View full review »I can't remember what I called the technical support for. Generally, I think their support gets the job done. It's sufficient. We have a premium support account with IBM, so we have a dedicated support person to help us get it through.
View full review »JS
reviewer1344021
Deputy director at a tech services company with 10,001+ employees
We haven't had any problems with IBM support. However, they don't cover everything in a single contract. They have different types of contracts. For example, you need separate contracts for software services and hardware services. Dell EMC's pricing model for support is much better. There's only one all-inclusive contract.
View full review »RC
reviewer1550817
Hybrid IT Enterprise Executive at a computer software company with 11-50 employees
Technical support is complicated.
The technical support can be improved. it should be more automated.
View full review »BB
reviewer1480077
Deputy Chief Technology Officer at a comms service provider with 51-200 employees
We've dealt with technical support in the past and we were satisfied with their level of service. However, we no longer pay for support. We have enough knowledgeable people in house to handle everything.
View full review »PV
reviewer1445691
Senior System Administrator at a tech services company with 1,001-5,000 employees
Technical support from IBM is very good.
View full review »AR
Andrey Rogov
CEO at a government with 1-10 employees
They have good technical support. IBM has offices in Ukraine that have knowledgable engineers. They speak Ukrainian.
View full review »RR
Chieftechofficer67
CTO at a tech vendor with 51-200 employees
We have been facing many issues with support. The main dealer here for IBM is not giving us any support. They are useless fellows, and if you raise any IBM issues they are not serious about them. We are fed up with this situation, which is why we are migrating.
View full review »I was lucky to have a very good relationship with the local IBM storage support experts. The implementations were done under IBM guidance and, knowing this, any issues that came up at my sites were quickly dealt with. The support staff knew the arrays had been installed with expert guidance and had no inherent issues in design.
View full review »Eight out of 10.
View full review »Technical support has been good as well. Other than, maybe a few five or six different incidents in the past, they've been pretty impressive.
View full review »
Customer Service:
It's very good because IBM always make sure they have good customer service.
Technical Support:Not so good in my country because they only have a few people with great knowledge about FlashSystem.
View full review »RP
SeniorTeb154
Senior Technology Engineer at a consultancy with 10,001+ employees
Technical support is good.
View full review »I haven't used technical support and none of my customers have had to call technical support on a V9000 yet. That kind of speaks to the product itself. It is a relatively new product, but the field time is still good. The resiliency is there.
View full review »LS
SystemsIe783
Systems integrator at a government with 5,001-10,000 employees
I have used technical support and they have been very good.
View full review »I have not used technical support.
View full review »JL
reviewer1223328
Director at a financial services firm with 10,001+ employees
I have not had any concerns with technical support.
View full review »VC
VADIM CHICHERIN
Head of Data Center Administration at ООО Компания Тензор
We have the technical support from IBM but we have not needed to use them. We do not have any problems.
View full review »ME
reviewer1025793
Technology Supervisor at a media company with 1,001-5,000 employees
We don't need any external support. We do it on our own.
View full review »I don't use the technical support as much because it's quite stable and scalable.
View full review »We have always used support. We have a main contact person, and he's a really good technical resource.
View full review »Technical support is very good.
View full review »I have used support and it needs improvement. I don't like the way that levels of support are organized. Level-1 never provides any support anymore. It just relays communication to the actual Level-2 support. Level-1 support barely understands the problem at first.
View full review »KE
Khaled Elashmawy
Chief Technology Officer at areebah
The local support for IBM FlashSystem is very weak. Most of the customers are suffering from the IBM support here inside Egypt.
View full review »BS
reviewer1155420
NDT - TECHNICIAN at a paper AND forest products with 1,001-5,000 employees
I have not needed to contact the support.
View full review »The initial customer technical support was efficient and effective.
View full review »The technical support in general of IBM, in my personal opinion, could be much better. The truth is that I have never had any problem with them at a hardware level, the service is agile. Things get a bit complicated if the issue is not solved with a replacement part. I would give technical support a seven out of 10.
Customer Service:
Customer service is very good.
Technical Support:Technical support is very good.
View full review »ST
reviewer1059243
Senior System & Storage Engineer at a energy/utilities company with 1,001-5,000 employees
- Bad response times
View full review »
Other than bug fixes, the technical support is really good. If you actually hit a bug in your environment, it's definitely going to take time. It has to be escalated all the way to the third level and then to the engineers. It's a little bit challenging over there. But overall, it's okay.
View full review »It was great with TMS, however it has been terrible ever since IBM took over.
On one occasion our support renewal had not been processed, which we found out when we tried to get support during an array failure.
View full review »Since our company staff and I are an authorised IBM service partner with certifications in servicing Storwize V7000, all the technical support towards our clients have been done by ourselves. Only when some part fails have claimed it from IBM, and that went fast.
View full review »We receive excellent technical support.
View full review »MD
reviewer1759665
Storage Administrator at a tech services company with 10,001+ employees
IBM's technical support do excellent work.
View full review »One out of 10.
View full review »Technical support has been great. They have been engaged from start to finish.
View full review »Technical support is good enough. Their advice was mainly to upgrade our firmware and restore our backups.
View full review »I have used tech support and they are excellent. They always have an answer for me.
View full review »AJ
Ajai Jayakumar
Solution Architect at a tech services company with 501-1,000 employees
When you buy IBM products you subscribe to the technical support as well, so as long as the technical support and subscription are valid, they will support you. We took a five-year support subscription; we have two more years of the product subscription left. As long as the support and subscription are there, they are happy because if there is any technical issue or some format upgrade, IBM is there to support you.
View full review »We have used technical support. So far, we haven't had any bad experiences with them. We have been able to get the proper support we needed.
View full review »EO
reviewer744948
Systems Administrator at a tech services company with 11-50 employees
Technical support was okay. We had their support remotely and also from the local support stream.
View full review »IBM support is excellent as always.
View full review »
Customer Service:
Out af 10 I would say 8 for none advanced users
Technical Support:Very good when it's needed.
View full review »SY
reviewer1314750
Technical Manager at a manufacturing company with 11-50 employees
We have not used the support from IBM.
View full review »Global support is good.
AA
reviewer1386717
Technical Presales Consultant at a tech services company with 201-500 employees
The technical support is very good.
View full review »DP
reviewer1423749
System Administrator at a tech services company with 11-50 employees
The technical support is good.
View full review »IE
reviewer1477065
Senior Systems Engineer at a tech services company with 1,001-5,000 employees
Their technical support needs improvement.
View full review »CC
technica379896
Technical Head at a tech services company with 51-200 employees
If 10 is the highest, I would rate them at 9.
View full review »I have never used technical support for this solution. I haven't needed support.
View full review »CC
technica379896
Technical Head at a tech services company with 51-200 employees
Customer Service:
We have a good relationship with IBM
Technical Support:
Highly skilled implementor
View full review »Buyer's Guide
IBM FlashSystem
March 2024
Learn what your peers think about IBM FlashSystem. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,924 professionals have used our research since 2012.