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. 

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. 

I have a lot of interactions with IBM's technical support. I rate the technical support an eight out of ten.

I rate customer service and support ten out of ten.

Technical support is the worst in the industry, as mentioned elsewhere.

I haven't contacted the technical support for IBM FlashSystem.

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.

I would rate the technical support for this solution a three out of five. 

We haven't needed any assistance from technical support so far.

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.

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.

The response of technical support is good.

Technical support is great so is rated a ten out of ten. 

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. 

IBM's technical support has been good, and I would rate them at nine on a scale from one to ten.

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.

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. 

The technical support from IBM FlashSystem is very good.

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.

The support for this solution has fast response times.

The technical support is pretty good, especially the local team in Pakistan. Normally, the response time is very good.

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. 

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.

Nine out of 10.

We are happy with the technical support.

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.

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.

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.

6/10

It's average.

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. 

IBM's support for storage hardware is usually excellent.

IBM's storage technical support is usually excellent.

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.

Technical support is horrible. IBM doesn't have much expertise with the product.

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.

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.

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. 

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.

We recently contacted the technical support and received prompt response. IBM Company has a strong customer service and support organization in my country.

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.

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.

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.

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.

Technical support is complicated.

The technical support can be improved. it should be more automated.

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.

Technical support from IBM is very good.

They have good technical support. IBM has offices in Ukraine that have knowledgable engineers. They speak Ukrainian. 

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.

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.

Eight out of 10.

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.

It's very good because IBM always make sure they have good customer service.

Not so good in my country because they only have a few people with great knowledge about FlashSystem.

Technical support is good.

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.

I have used technical support and they have been very good.

I have not used technical support.

I have not had any concerns with technical support.

We have the technical support from IBM but we have not needed to use them. We do not have any problems.

We don't need any external support. We do it on our own.

I don't use the technical support as much because it's quite stable and scalable.

We have always used support. We have a main contact person, and he's a really good technical resource.

Technical support is very good.

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.

The local support for IBM FlashSystem is very weak. Most of the customers are suffering from the IBM support here inside Egypt.

I have not needed to contact the support.

The initial customer technical support was efficient and effective.

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 is very good.

Technical support is very good.

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.

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.

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.

We receive excellent technical support.

IBM's technical support do excellent work.

One out of 10.

Technical support has been great. They have been engaged from start to finish.

Technical support is good enough. Their advice was mainly to upgrade our firmware and restore our backups.

I have used tech support and they are excellent. They always have an answer for me.

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.

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.

Technical support was okay. We had their support remotely and also from the local support stream.

IBM support is excellent as always.

Out af 10 I would say 8 for none advanced users

Very good when it's needed.

We have not used the support from IBM.

Global support is good.

The technical support is very good.

The technical support is good.

Their technical support needs improvement.

If 10 is the highest, I would rate them at 9.

I have never used technical support for this solution. I haven't needed support.

Customer Service:

We have a good relationship with IBM

Technical Support:

Highly skilled implementor