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.

My experience with the support was perfect.

For hardware-related support, particularly in terms of replacement and other hardware concerns, I rate the technical support services a nine out of ten. However, when it comes to software support, there is an absence of local experts leading to a need for assistance from overseas personnel for software-related issues.

IBM usually operates through vendors, but direct support is also available. We have an implementation partner for routine issues and direct access to IBM support for escalations. Their knowledge and regional coverage are commendable. 

With regional support available both on-site and online within a 500-kilometer range, their support is definitely on the higher end.

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.

The technical support is not the best. The support team must improve its response time and competence. It must jump on the issues and resolve them.

I'm rating the technical support for IBM Spectrum Protect a nine out of ten.

I would rate the technical support as an eight out of ten.

Currently, I would rate the satisfaction level at around eight out of ten. Generally, I am content because as an experienced user, I can pose pertinent questions and provide the specific information needed, ensuring effective communication with support.

I was in the IBM Spectrum Protect support myself and it is high quality.

Technical support of IBM Spectrum Protect is superb. They always help us to quickly get to the root cause of the problem. The incidents are well managed so that we can restore service quickly. The product comes with good quality documentation and videos that share best practices and help you get up to speed quickly. This knowledge helps you give a good description to their support team which also helps arrive at a quick solution.

We may require support or we may do it ourselves.

Technical support is good, they are responsive. Once you submit a ticket and depending on the level of priority from level one to level four, they will respond to the ticket with a day to the same day to resolve the issues.

The response time is normal. If you compare with Dell at the same priority level, it may take a day or two to get back to you.

I would rate technical support an eight out of ten.

The technical support team is always prompt in their response.

We haven't used technical support for quite a while but when we did use them, they were very good. 

Support is retiring, they move on, and they just don't have the expertise. I've spoken to some duty managers and they've even told me that they lost a lot of people and that they are trying to rebuild that up, and it takes time. I understand it takes time, but as a customer, I don't have the luxury of saying, "Hey, I'm going to leave my system down for a couple of months because support's working on beefing back up."

Their technical support has been excellent. You always get the support that you require.

Their technical support staff is not the best. They are among the lowest in the whole market. They never want to come for a WebEx meeting and always ask for logs. When the logs don't reveal anything, they ask for traces, which is a big hassle again because you have to do many things. After you upload the traces, they are not able to find anything. The case goes on for weeks. From weeks, it goes to months, and sometimes, you have to escalate to just get something simple fixed. 

IBM support is very difficult. They have improved everything. The documentation is excellent, but when it comes to the support, they just don't want to get into a WebEx meeting. They don't want to help you online. Commvault or other companies would just jump into a WebEx meeting, simply look at this stuff, and quickly fix the problem in no time. I don't know why they are resistant to getting on a WebEx meeting. No other backup vendor out there says no to this. It may be because they have a lot of work, and they're busy, or they don't feel that they can solve it quickly enough. It could be because the product is like this, and the support can't support or fix it quickly.

They should be able to quickly get to the root cause, but they take forever to get back to us on certain issues. We can read a lot of literature out there. There are a lot of pros out there, but the problem is that the support guys themselves should be like those guys. Their certain messages are so cryptic that we don't even know what to do. They are hard to understand. I ran into a migration problem the other day, and they were just asking for more logs, which was causing issues in production because the pools were filling up. Technical support has to be really quick these days.

We haven't had any need for support. We've been working directly with our technical sales rep for any problems.

The solution's technical support response is quick. Due to some software criticality or complexities in the solution, the technical team takes time. I rate the technical support an eight out of ten.

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.

The support levels at IBM are very good.

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.

My experience with customer service and support has been satisfactory. I would rate it ten out of ten.

Regarding technical support, if one has the entire enterprise support, I would rate it a nine out of ten, but without enterprise support, I would rate it a five or six out of ten. So, to be more precise, without enterprise support, I would rate it a five out of ten owing to the timelines required for the technical support to resolve any issues.

Technical support is great. they're very knowledgable and technical people. We've been satisfied with the level of support they've provided. It's been very good. We've had cases in the past where they've been able to help us overcome issues effectively.

Once you overcome the first level of IBM tech support, they are great.

I have contacted the solution's technical support. I rate the technical support a seven out of ten.

IBM support is great. 

They're decent. They're fine. I would rate them an eight out of 10.

We've had a very positive experience with technical support. We are satisfied with their level of service. 

We don't have any issues with technical support. They're okay, and we're fine with their support.

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.

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.

I use technical support all the time. I would evaluate them depending upon who is helping me and what kind of problem is being dealt with. Sometimes it's frustrating, because I want to go to Level-2 support. Sometimes they take too long to go to Level-2. It then took them too long before they called me back. They have to improve the process to call back right away.

Technical support in the region is average. But overall, when we talk about IBM, when they get the right resource for you, they bring the best resources.

Customer support is quite good. 

Their technical support is good.

The technical support is okay. Sometimes, they give the answer but not immediately. At other times, we have to handle a case for a very long time.

Technical support is not as good as it could be. It's not as good as some of the competitors. IBM has put more resources into it recently. However, they had a stage about two years ago where they kind-of stopped spending as much money on Protect due to the fact that they had so many other IBM products. 

Overall, I'd rate their technical services at seven out of ten. It's not too bad, however, it could be better. They are quite responsive. Now that IBM is more focused on improving the product it may improve as well.

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.

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.

The technical support is good but it isn't easy to convince somebody to use it more often because of the cost.

I have used technical support. I've been fully engaged with IBM support and they've been very, very helpful.

I feel support to be good and they have resolved all issues of mine which have arisen. 

IBM provides good support.

I would rate them as average. It totally depends on who you get. I love getting one of their support staff members named Helen. You lucked out when you get Helen. She is awesome. There is another person with whom I've worked great, but the last couple of times, I've opened a case, and I didn't even get a callback. I ended up fixing it on my own. 

support is great

Technical support is pretty good. It is doing fine, but you pay for it.

Technical support is good, for the most part. It's rather difficult to get through to all the representatives before you hit Level-1 or Level-2. But they are very responsive nowadays, unlike in past years.

We've been in touch with technical support. They are very good. We haven't had any issues with them. They are helpful and responsive. Every time I've talked to them, they've solved our problems.

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.

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.

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.

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.

In terms of technical support, we had some troubles when we reached out to them, especially with IBM Europe. For the last two years, we had some issues when we were trying to reach out to IBM, even in the US. This is especially the case when the call is for Level 1 technical support.

We have been working for eight years with the product. I open a call when I have exhausted Google knowledge and my personal knowledge.

The call goes to IBM and they just ask me some silly questions. That's where you have the problem. You lose maybe two or three days just to get the right person.

I would give local customer service a rating of 4/10.

I would give central customer service a rating of 9/10.

I would give local technical support a rating of 4/10.

I would give central technical support a rating of 9/10.

Technical support for this product is pathetic - whenever we tried to raise support, it took a long time, so we had to resolve the problems on our own, especially in the production environment. 

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.

Technical support is okay. We have IBM direct support, which has a team of resources for us to utilize.

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.

We used to have technical support from IBM and it's good. On a scale from one to ten, I would rate it eight or nine, because we get the solution to the problem immediately.

I'd rate the technical support at a nine out of ten. Every time they change some aspect of the product, we need to call them to get clarity and they are always very helpful. We're extremely satisfied with the level of support they provide to our organiztion.

The technical support has very good turnover for problem solving. They have been spot on as we received a response within a few days.

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.

I personally have never used support, but we work with customers who do. We find that their support, on the average, is very good.

IBM has been pretty good so far and you get people who know the product with great expertise.

5/5.

How good the technical support is depends on the severity level of your problem. We solve most issues ourselves. But, when we have to escalate an issue and contact IMB's tech support, it can take a long time to get in touch with them because you have to go through Passport Advantage Online.

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. 

I have contacted the support and my experience was good.

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.

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.

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.

I would rate technical support with high marks for their service.

IBM technical support has been pretty good so far. We were given a technical point of contact for every inquiry that we had during the implementation process. My team has a lot of expertise now, but every now and again, we require some support from IBM. Their support has helped us get this solution working precisely as we need. Overall, regarding IBM Spectrum Protect, IBM support has been great. 

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.

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.

Local in country L2 is average. Offshore L3 is okay, but not as good as they used to be.

I have used tech support, and I would rather chew off my left arm than have to deal with tech support.

Excellent.

Very good.

We've contacted technical support several times. They are always helpful and responsive. We're satisfied with their level of support.

Their technical support is very poor. We are not very happy with them.

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.

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.

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.

I've used tech support. Tech support is usually pretty good. Sometimes it takes a while to get past the first level, but once you do, know that they're just doing their job. They are very knowledgeable people who will do everything they can to reach out to you and make sure that they resolve the problem.

My clients are not very satisfied with the support because they are not really quick. Sometimes, you get good support, and sometimes, you don't.

The technical support really needs to be improved. 

Customer service is a plus, always giving an answer with skillful personnel.

There is really good technical support.

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.

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.

The technical support seems good. Sometimes you get people who are not knowledgeable, but overall, it is good. You get the issues resolved.

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.

Technical support is excellent.

It is easy to get support from IBM through phone or web-based support portal.

The technical support is great, and they know the product very well.

IBM's support hasn't been so good in the last few years.

IBM support has always been reasonably good. They've got a worldwide network and they've been doing it for many, many years, so I can't fault them from a support point of view. Whenever there had been a problem, we had various people working on resolving it. 

Technical support is okay. We have not had many issues with them. 

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. 

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.

Technical support through IBM whenever we have issues is always pretty good.

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.

Technical support is always very good. I have never experienced any support as good as them. I'm very happy with IBM technical support.

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.

Technical support is a bit too slow. They really should be more responsive.

There is no remote support.

I would rate the technical support as a seven out of 10.

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.

Depends on the type of support the customer purchases. But overall IBM’s first line of support is pretty bad. Not very knowledgeable and take forever to return a call and ask for the same information over and over.

Poor at the first level.

IBM support is friendly, knowledgeable, and they always respond quickly. They've always been able to find the cause of my problem.

I would rate tech support at seven out of 10.

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.

I would rate technical support as follows based on these categories:

• Help in own language (Dutch): 7/10.
• Speed: 8/10
• Customer friendliness: 9/10
• Ability to solve problems: 9/10
• In-depth knowledge (Level-1 and Level-2): 10/10

We have used technical support and they are excellent.

I've been in touch with technical support on four to seven occasions. It was very valuable, speaking IT IBM support. It was okay. They helped me. I'd say we are satisfied with the level of service that has been provided to us.

The technical support is at a medium level; not bad and not good.

Technical support can be problematic, as we must occasionally collect logs and are required to first go through level one support before proceeding to level two. This process is time consuming and geared more towards the end user than the integrator. 

Technical support is a 10 out of 10.

I think this has a lot to do with the level of support you purchase as well as the level of expertise of the administrator. If you are new to the product, their support is fair. If you are experienced and are experiencing a serious issue, their support can be very lacking and tends to be quite slow to respond.

Their support is excellent. 

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.

Very good.

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.

Technical support on the product is very good.

10/10.

10/10.

The technical support is very good.

We are satisfied with IBM support.

We are satisfied with IBM support.

Poor.

From my perspective, IBM gives almost no support.

Technical support could be so much faster.