IBM Spectrum Virtualize Customer Service and Technical Support

Steven O'brien
Storage Chief Architect at Unisys
We do use technical support. They do very good work. Because we're so big, they have a little bit of trouble tracking all the products and making sure we get connected with the reports, but, in general, they are very good. View full review »
Joshua Meyer
Technical analyst 3 at a healthcare company with 1,001-5,000 employees
Support has been pretty responsive. Software is coming out all the time with PTFs to fix, so staying on top of that is important. We've run into the seven three code. Specifically, we hit the cache performance bug. We were right on top of that and had to do another upgrade to clear that. We've also had a bug with the fiber channel cards. Again, by the time we were implementing, it was a known issue. It was not anything that we've really had to wait on, but not something that we were aware of at the time of implementation. View full review »
it_user12768
Sr. Technical Specialist at a manufacturing company with 1,001-5,000 employees
Technical support has been excellent for all products: SVC, Storwize, DS8000, and FlashSystem. Every one of the different hardware products that I have, I have always had good support. They are very reliable. Therefore, I have been happy with the support. View full review »
Dominic Moham
Media Storage Services Manager at a media company with 5,001-10,000 employees
The technical support has been good. We do use Avar as the value added reseller for the professional services. So if I have to go into that space, it's usually not through IBM. I would give them a rating of 4/5. View full review »
Michael West
Senior Storage Engineer at ADT Corporation
Technical support is effective and helpful. We were having some bottleneck issues with our DS8800, and it turned out that they had changed best practices on us. So, we involved technical support on the best way to migrate from intermingling hosts and storage to display them out into two separate aisle port groups. View full review »
JohnThomson
Principal Specialist and Solution Consultant at a tech services company with 501-1,000 employees
Currently, support is generally good, as there is an IBM support web interface to lodge calls. Once the call has been initiated, responsiveness depends on the support contract conditions. The technical expertise, once reaching level 2 or higher, is good. View full review »
Lance Hawkes
Solutions Architect at Direct Systems Support
Technical support is mostly good. Most of the time, especially at the Level 2 support and above, it is really good. The guys in Austin are fantastic, plus ATS, Lab Services, and the people from Hursley put out stuff which allows us to better understand the product and support it. That has been great. For Level 1 support, I have been trying to decide if it is AIX Level 1 support that I have the problem with or SVC. I probably deal more with Level 1 support for AIX than I do with SVC. Though, nothing really stands out for the support problems from SVC. View full review »
Curtis Anderson
Storage Admin Analyst at a tech services company with 10,001+ employees
I work in Miami, Florida. Our data center is elsewhere. We may have some connectivity issues every now and then, but overall, it's been excellent. I always make certain to have the right phone numbers for support. View full review »
Christopher Okerberg
Storage/SAN Administrator at a insurance company with 1,001-5,000 employees
Overall, technical support is good. It is sometimes frustrating when you supply all the information you think they need upfront and they come back and say, "Hey, we need this." So, there's some frustration to it. View full review »
Michael Drapkin
Enterprise Architect at QCM Technologies
Technical support is very good. Most of the support personnel that I have talked to were very knowledgeable, which has always been good. View full review »
zanemaynard
Manager of Infrastructure at a tech services company with 10,001+ employees
Customer Service: IBM service is good with no language challenges when speaking to call center agents from different countries and cultures. Technical Support: On a scale of one to five (one: terrible to five: excellent): four. View full review »
StorageEc5c3
Storage Engineer at a healthcare company with 10,001+ employees
We are not happy with the technical support. In the last seven or eight years, I honestly think that IBM's technical support has gotten way worse. It's so hard to get hold of someone. There's no more live troubleshooting. In the old days, we used to have live troubleshooting. Now it is a matter of sending them logs and "we'll get back to you. Send us logs and we'll get back to you". It gets pretty frustrating, especially when you're supporting applications that are 24/7. All they can do is say "send us logs and we'll get back to you". So we are not happy with the support at all. View full review »
Craig Jantzen
Storage administrator at a retailer with 10,001+ employees
For this platform, the technical support has been great. We have had very few issues that haven't been resolved, in a timely fashion. The expense for support and maintenance is a little bit on the heavy side. View full review »
Kannan Chandrasekaran
Storage Architect at a tech company with 10,001+ employees
Technical support is very good. We touch base with the IBM house development team in the UK once every quarter to review the roadmap. So it's very good. View full review »
Technicad916
Technical Specialist at a tech services company with 11-50 employees
I have been working with technical support. Before moving to a business partner, I worked with IBM. There were good times and there were bad times. But pretty much, they delivered. View full review »
StorageA62f0
Storage Admin at a financial services firm with 1,001-5,000 employees
There are some caveats here, too. Sometimes it's been very, very good. Sometimes we have had sessions where we're beating our heads against the wall. It depends on the call. Part of it is has do with us getting better with the technology. It would be really nice to be able to escalate faster. By the time I'm calling IBM, it's already become such an issue that their Level-1 and usually their Level-2 people can't help me. View full review »
SystemsE68bf
Systems Engineer at a tech services company with 51-200 employees
I've had to use tech support quite a lot of times, because I support a lot of customers. Consultants support a lot of customers. Once you get past Level-1 support, it's generally top notch. View full review »
DBA5a48
Database Administrator at a healthcare company with 1,001-5,000 employees
Technical support has been pretty good. Maybe sometimes we don't get responses back as fast as we would like, but they have always been very professional and they follow through. No major issues. It's been good. View full review »
StorageA4319
Storage Administrator at a university with 10,001+ employees
Generally, technical support is good. View full review »
ITArchit5ff0
IT Architect at a tech services company with 11-50 employees
In the past, the technical support has been very good. However, lately, it has not been so good as they are moving the support to Bulgaria. We are really unhappy about this. View full review »
TeamLead76fe
Team Lead for Storage and Backup at a tech services company with 501-1,000 employees
Technical support is sometimes good and sometimes it is low. View full review »
ITArchit1222
IT Architect at a tech services company with 51-200 employees
Technical support at IBM is actually not as great as it used to be. It seems like IBM has decreased the number of people who can support this environment. We find that locating someone who knows the product line, or more of that product line, is becoming limited. View full review »
StorageAc19e
Storage Administrator at a tech services company with 5,001-10,000 employees
IBM technical support is awesome. View full review »
SysEng551561
Systems Engineer at a energy/utilities company with 1,001-5,000 employees
We do use them when there are issues, when we do upgrade, migrate, and work with business partners. We are happy with the support that IBM provides us. View full review »
LeadEngi3488
Lead Engineer at a tech services company with 1,001-5,000 employees
I have used technical support. The process to open problem management requests should be faster. Especially in a high pressure situation when things are going wrong. It would be good to just have a quicker way to get the problem out there and get a response. View full review »
Pallav Agrawala
Client technical architect at Gbm
We have used tech support and it is fine. Although it could have been better View full review »
Enterpriec48
Enterprise Storage Consultant at a tech services company with 1,001-5,000 employees
Technical support has been great. I've been using it for 15 years. View full review »
ITSystemd037
IT System Architect at a tech vendor with 1,001-5,000 employees
I have used technical support. It was hard work, but we had some colleagues in IBM and they helped us to move forward. View full review »
Radhakrishna Mothukuri
Archiect at Gulf Business Machines
Basically, we evaluate the support looking into the performance. Technical support is good. View full review »
Peter Torok
Senior Storage Analyst at a financial services firm with 10,001+ employees
Technical support is very good. View full review »
StorageA302d
Storage Admin at a university with 1,001-5,000 employees
Technical support is sometimes good and sometimes okay. View full review »

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