IBM Spectrum Protect Customer Service and Technical Support

Senior Manager at a manufacturing company with 1,001-5,000 employees
Technical support is getting better. We have given them some good feedback, and they are listening, which is nice. The guys on the team can see that. Overall, there are still areas for them to improve in, as they still have quite a bit of work to do, but they're making steps in the right direction. This would be a good question for my team to answer. I just see the PMRs bounce back and forth. We have a local rep who is really good about helping quarterback these things and get attention where it is needed, especially if it is a high-priority deal for us. Overall, I am satisfied with the support. There are definitely places where things could be better, but that is the same with everybody. Nobody is perfect. View full review »
IT Consultant at a tech services company with 51-200 employees
I have used technical support a lot over a long time. There are two sides to it. I find quite often with the Level 1 and Level 2 support that I struggle with time zones. Sometimes depending on where the support is coming from, there can be barriers in understanding the problem. Usually when I get up to Level 2 or Level 3 support the technical capabilities are really good, and I also find that if I need a point solution to a point problem, they will find code and build code for my problem. This has been very good. They won't just say, "We are looking at fixing that, you may need to wait a year." They will come out and help you fix a problem. However, the first day of interaction at Level 1 is not really very good. View full review »
Harold Morales
Project Technical Leader at a tech services company with 1-10 employees
The technical support for Spectrum Protect is very mature. It is very committed to giving a top-notch support experience. I have no complaints about them. We are working mainly with the Argentina team, which is a Level 2 team who helps us in Latin America. They are very considerate and help us to get our issues resolved or questions resolved. View full review »
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Bill Raines
Technical Specialist at Cherbonnier Mayer & Assoc
The technical support is general. If you need more than that, you need to know someone within IBM on the technical in-depth side. We will be the transparency to do that for our customers. That is why we are there to help manage their Spectrum Protect environments. However, if something changes at the customer's company, the environment can go into what we call debt. If you don't watch it, it can get out of hand. That is also where we come in to help our customers if they cannot find the time. A good Spectrum Protect administrator should be spending approximately an hour to an hour and a half a day just to the administration of it. If you are spending more time than that, then it is possible that you need more training on it. View full review »
Albertus Maritz
Consultant at a financial services firm with 501-1,000 employees
I haven't really needed any technical support because I haven't had any major issues with the product itself. I did speak with them about tape issues but that's more hardware than software. The experience was easy and prompt, as they came out the next day and fixed it. It was awesome. View full review »
Database Specialist at a financial services firm with 1,001-5,000 employees
I'll give IBM Spectrum Protect customer support a seven out of 10 because I'm still not able to take the VMware environment backup. View full review »
Ravi Prakash Srivastava
Regional Platform Services Manager at GBM
Technical support is okay, but their skills are limited. Example: Our customer was not able to do certain activities. So it went from Level 1 to Level 2, then Level 3. Level 3 takes a longer time to bring up the batch or find a resolution. I think that is a part IBM could fix something. They should have a proper technical support team serving the customers and get issues resolved earlier. View full review »
TSM SME and Storage software Solutions Architect at Software Information Systems, LLC
Most commonly, we call technical support for performance related issues, if we run into something which is a weird anomaly, we will call them up. They have recently added support tickets specifically engineered around performance. This has been very useful for us when we run into issues where customers are looking to try to squeeze a lot more horsepower out of older system. View full review »
Technical Architect at a tech services company with 11-50 employees
When I used them a number of years ago, the experience was positive. They were always helpful when we had issues and managed to explain what the circumstances were around the issues and how to resolve them. Therefore, the experience then was positive. I have not personally been dealing with the support side for over a year now. View full review »
Technical Analyst at a energy/utilities company with 10,001+ employees
I find the Level 1 and Level 2 support spend 80% of the time communicating the same information that I have already provided. 20% of those leads get a resolution. Because of our current case, I have had to open multiple cases and had some stagnant delays when answers did not fit the problem we had. It is normal in the industry to have to reach out to our customer rep to get proper support. It is not just for the IBM product, but it is on par at the top tier level. We receive the proper amount of attention once the proper communications are opened up with sales. On the lower tiers, I'm reasonably better off without creating communication with support. View full review »
Systems Engineer at a tech services company with 11-50 employees
IBM support is great. It is world-class support. They have a great system in place and they generally get the problem solved. It can take some time. If a problem requires it, we escalate it. They have to dive a bit deeper than you normally would, reading through logs, but they are always there with the next step to fix a problem. View full review »
Senior Systems Manager with 1,001-5,000 employees
The technical support has very good turnover for problem solving. They have been spot on as we received a response within a few days. View full review »
Lead Storage Administrator at a government with 5,001-10,000 employees
The technical support has been really good for both Spectrum Protect and IBM Storage. The support team has very responsive. I want to be talking to somebody who can help me and knows more than me, which is the case with IBM technical support. So, their support has been very good. View full review »
Technical manager of the storage area with 501-1,000 employees
The problem in Spain is that level-1 and 2 support, which were very good, has been moved. Now, almost all level-2 incidents are handled in France or the US. In the US there is very good support but its work schedule does not match ours. View full review »
Systems Administrator at a government
We have used technical support. We had a few performance issues coming up with the new version. IBM jumped on the issues very quickly, got people on the team, and we have been able to work through them. View full review »
Dirk Osten
Team Leader For Back Up at a financial services firm with 10,001+ employees
We are using the Technical Support, and sometimes it's a little bit annoying to come to the Level 3 support. Sometimes, it seems to me that if the Level 1 could not assist you and they did not find anyone in the Level 3, then you are stuck. View full review »
Technical Consultant at a tech services company with 51-200 employees
The support is really good. They are very responsive. There is a PMR set up, and we are working directly with the engineering team, who are actually coding the product. View full review »
Director Storage Services at a manufacturing company with 10,001+ employees
We are very happy with the technical support. We work very closely together with IBM using their Support Center, but we have a strong contact in their development teams, and we have dedicated people from IBM working with us. View full review »
Andrew Mikhail
Systems And Storage Administrator at Zain Mobile
IBM does not have a Kuwait entity open for calls and support, but we usually work with Dubai support. They are very nice and on the spot. If there are critical issues, they will come on spot. View full review »
Solutions Architect with 51-200 employees
Technical support is very good. When we submit a ticket, it will be resolved in a short timeframe. I believe the technical support is managed today by Watson, although I'm not sure. Watson for IBM Support Center is a machine but today it's the best support of all vendors we interact with. It's better than other vendors because we communicate with the machine and, from the database, it resolves all tickets in a short time. View full review »
System Administrator Manager at a healthcare company with 1,001-5,000 employees
The technical support seems good. Sometimes you get people who are not knowledgeable, but overall, it is good. You get the issues resolved. View full review »
Systems Administrator at Grenfell Campus
Technical support is above standard in regards to the Exchange part. In our organization, we have backup administrators taking care of the exchange, and my primary function is to monitor and setup the schedules and backup. When it comes down to when it actually moved to the TSM part (now Spectrum Protect), we were having problems with the backup. It seemed to go well when we contacted technical support and they seemed to be fluent. They had a good response time and solved the issue. View full review »
Systems Engineer at a healthcare company with 1,001-5,000 employees
For technical support, you just call the 1-800 number, tell them your customer number, and voila, they are there. They have been pretty responsive. View full review »
Head Of Storage at a university with 5,001-10,000 employees
The support levels at IBM are very good. View full review »
Principal Backup Engineer at a financial services firm with 1,001-5,000 employees
Because we have experts inside our company, we have only contacted technical support a few times. We requested high-level support, because each time we have a problem, it is a real problem, like sometimes a feature problem of a product. We are not so happy with the technical support because dealing with them is not easy. We have a very complicated environment, therefore I understand for a support person that it is not easy to troubleshoot it. Generally, our problems are with the product's designs and we cannot Google the answers/solutions. View full review »
Sr. Solution Engineer at a tech company with 10,001+ employees
The technical support is good. I prefer talking to the Level 2 support, because I feel that the Level 1 support sometimes wastes too much of my time. View full review »
Systems Engineer at a tech services company with 51-200 employees
I use technical support quite often, calling in PMRs for customers. Support is really good, as I have never had to close a PMR with them having fixed the problem. Also, they are very responsive. View full review »
Solutions Architect at Key Information Systems
Technical support will always be a challenge. The biggest thing is you have to be very clear in defining what your needs and urgencies are. Though, they have gotten a lot better over time. View full review »
Storage Administrator at Comerica Incorporated
Technical support has been good. Except sometimes, there will be some performance problems and no one knows what is happening. We end up spinning our wheels. With a couple of performance problems, we have ended up having to rebuild the database because everyone will eventually give up. Everything is normally good. If we have had a problem with our Client, they respond right away. View full review »
Sophia Porter
Global Backup Engineer at a financial services firm with 5,001-10,000 employees
If I have an issue, I will call support. I am not really impressed with the Level 1 support, but once I get past that and go to Level 2, then we will usually get some type of resolution. We do have really good support through our IBM rep, who will jump on it as soon as something is out there. View full review »
Javier Suarez
Solutions Architect at Etechservices
For the most part, once you get them the right information, technical support is very effective. Getting them all the necessary diagnostic information is still very painful. View full review »
Chief Technical Officer at a tech services company with 11-50 employees
My customers do use the technical support, and it's getting less effective, because it is not coming from North America anymore as it used to. Now, it comes from Egypt. The English is not as good, and the support is definitely getting worse. View full review »
Technical Analyst at a energy/utilities company with 1,001-5,000 employees
Technical support seems pretty good. I have not had any problems with them. They seem to know what they are doing when I get a hold of them, because there are times that our admin is not there and I have to take care of things that I do not know about. View full review »
Wira Chinwong
Service Director at a integrator with 51-200 employees
I would rate the technical support as a seven out of 10. View full review »
Cloud Engineer at a financial services firm with 1,001-5,000 employees
Technical support is okay. We have IBM direct support, which has a team of resources for us to utilize. View full review »
Assistant Engineer at a tech services company with 501-1,000 employees
I have not personally used technical support. The feedback from my clients has been pretty positive. I do have one customer who does not tend to stay current, and that causes issues. Anytime you are not very current and call in with an issue, it is hard to get it resolved. It will depend on how far back you go though. View full review »
System Engineer at a insurance company with 1,001-5,000 employees
Technical support through IBM whenever we have issues is always pretty good. View full review »
Senior Systems Engineer at a tech services company with 51-200 employees
I have positive opinion about support, but my customers are not always happy with the Level 1 support. Sometimes, it just takes too long for the response to come, which is probably something that needs to be addressed. View full review »
Pedro Emiliano
Line Of Business Manager for Storage and Backup at Compta IS
Customer service is a plus, always giving an answer with skillful personnel. There is really good technical support. View full review »
Sr. Production Specialist at a tech vendor with 1-10 employees
Their technical support is very good. They are very good about getting back to you and trying to help you work through issues. I generally contact support online versus calling in, but that is just my preference. View full review »
Global Backup Engineer at a financial services firm with 5,001-10,000 employees
I have used their technical support. It has mostly been good. There has been some times where Level 1 tried to hit at things which I had already looked at, but once we got passed that, then they were able to either send me to the next Level or resolve the issue. View full review »
SSE at Value Point Systems
Technical support is a 10 out of 10. View full review »
Humberto Sosa
Technical Advisor at GBM (an IBM alliance Company)
Technical support is usually effective onsite. My work is with IBM systems. I would rate offsite technical support as average. The PMRs should be faster. View full review »
Team Lead at Tata Consultancy Services
I would rate tech support at seven out of 10. View full review »
Find out what your peers are saying about IBM, Veeam Software, Commvault and others in Backup and Recovery Software. Updated: March 2020.
408,726 professionals have used our research since 2012.