I can apologize to technical support because we were better than they were.

We would take a large amount of time. But now we see that most of them are extremely valuable. They understand the product, but they are not aware of the product.

Before we had very good people who would work out and give us the results. But now I see, I asked one of the results if I should just consider ITOL, and one of my customers recently stated that they would like to have a language for Portuguese, but I don't believe that language has become available. They have expressed regret that we are not providing adequate support.

Support is poor, I would rate it a two out of five.

There is only a little bit of the tool's documentation available. The tool does have a service desk, but the support desk is not too fast to respond. I rate the technical support a five out of ten.

I rate Micro Focus Data Protector six out of 10. We were unsatisfied with the support, and that contributed to the decision to migrate to Commvault. The quality dropped when they outsourced support. It's not the only company. HPE also took its service and support to Bangalore in India.

You should only outsource if your service level won't drop, but it always drops. When you mention that to management, they say, "Okay, we know, but everybody is doing it." Accenture does it and Cognizant, too. All the big services companies are all down there.

When a complicated fault occurs, it can take a long time to get a resolution. I have had a few cases that wind up with the programmers and it can take months to resolve in those cases.

While fixes that come from such cases have resolved the problem every time, it is maddeningly frustrating to have such long waits.

In one instance, we had to keep calling support to get updates because they would not provide them otherwise.

Once you get beyond Level 1 and wait a long time for a hotfix or patch from Level 3 or beyond, I would give them a rating of 8/10.

Considering the long waits for fixes, if it’s more than an existing patch can handle, and the near worthlessness of Level 1, I would give technical support a rating of 4/10.

I remember that many of the cases of our customers that were highlighted to the customer support team remained unresolved for a week. Actually, Micro Focus needs to invest more resources because the product is sold from company to company.

To be honest, I didn't actually talk to anyone. The information that we needed was on the HPE website, so it was good that we didn't need to talk anyone. I dare say we would have had to talk to somebody in a different time zone. My distributor, who shall remain nameless, was actually quite helpful because what he said was, "Right before we start dialing numbers, eight hours back that way, jump on the HPE website, and see if you can find it there." We did find it.

There's no need for me to contact technical support for Micro Focus Data Protector because my company's product team is there to answer my questions.

The support nowadays isn't so good because in order to get support you have to have a support contract. 

There have been instances where Micro Focus helped us resolve cases, but most of the times, we handle the issues ourselves due to the prolonged response time from their team, sometimes taking several days.

I rate Micro Focus support six out of 10. In the past, I contacted Micro Focus support frequently, but most of my customers stopped using Data Protector. I had a good experience with their team five years ago, but their technical support has gone downhill since then.

Support could be better. Right now, for us, their preferred communication method is via email which takes quite a bit of time to resolve even small issues.

The customer service is discreet.

The technical support is really good. They're always very cooperative and really very good. The support experience is actually very good.

I've never heard any complaints about Micro Focus support, so I think it's okay.

We have very good customer service.

We pay for premier support and it is great, but it's not so good if you just have regular support.

The solution's customer support service for setup and ongoing issues could be better. 

We don't use Micro Focus support often, but it has been pretty good when we needed it.

The technical support from Micro Focus is terrible in terms of the quality and problem solving. For example, let's assume that something went wrong when running Data Protector in a large infrastructure environment with permanent backups going on. When we contact technical support, they will ask us to provide logs. However, if we turn the bug mode on it will affect all of the systems, and we simply will not be able to collect the requested logs for that purpose. So, it becomes impossible to provide the necessary log files because we cannot stop the critical backups.

It's difficult to get technical support and proper assistance for this tool.

For any issues that we encounter, we escalate to Micro Focus' tech support. Unfortunately, their support does need some improvement because, in critical cases we've had in the past, I don't believe that they have provided adequate support.

We contacted technical support a couple of times during upgrades, but I wouldn't say that the issues were anything out of the ordinary or systemic.

It's excellent.

It's excellent, very prompt and professional.

We had a few cases through email, but one pain point is that they always go through to level one, go to level two, and so on. They spend a lot of time explaining what's going on before the problem is solved. 

When the Micro Focus acquired this product, they changed the way it was supported. Before, when HP was doing it, technical questions were handled by after-sales support. Usually, they would take three days, at the minimum, to get help if you have of any trouble. 

The good thing about Data Protector is that they now have levels of support. They have three levels and you can request it personally. Basically, if the first agent doesn't detect your problem or solve the issue, the customer can take the initiative to say to the agent, "Now, we want to go level two". The agent does not make that call for the customer. 

As of just this year, technical support has really stepped up their game. They've changed. They're amazing.

I would rate the technical support a six out of 10. The ticket takes too long to be forwarded to the superior levels of support.

Customer Service:

HPE support (Tier 1) can be a bit frustrating (as with virtually all vendors) with their reliance on keywords gleamed from user support calls.

More often than not, they can point a user quickly to patches or support documentation to alleviate the issue at hand.

Backline support provides individual customer assistance with an amazing level of familiarity with any given user need.

This often leads to developing enduring lines of communications with the best and brightest developers anywhere.

Technical Support:

I would rate technical support as follows:

• Tier 1: 6.5/10
• Tier 2: 8/10
• Tier 3: 9.5/10

I would rate technical support as six out of ten. They don't respond in a timely manner when you report issues.

Customer Service:

It's not good and needs to be improved.

Technical Support:

It's not good and needs to be improved.

Based on a recent conversation, technical support has been working to fix a problem for six months, but still haven’t actually fixed it. With the process that he says he had to go through, they need to look at it, and start getting their third-line engineers working directly with the customer much faster.

Customer service is good, not great. Usually when we need some level of assistance, hold times are about 20 - 25 minutes on the phone, or about two days via email (in response).

Tech support has been good and they are usually able to assist us once we get in contact with them.

9.5/10.

9.5/10.

Their technical support is good. When we wanted to change our partner and to have the support from another partner, we didn't find any partner in Egypt that could help us. We didn't know that HP is not responsible for this solution. When we bought it, it was HP Data Protector and now it's Focus. It was very hard to know this. We sent a request to Focus, but they didn't respond to our request.

Customer service is excellent with a ticket per call.

Through the fifteen years of support from HP, you realize that many things have changed. But, above all, I have to say that technical support has remained at a constantly high level. Depending on the issue, each time, the support may be local or international. Nevertheless you will get your job done.

The technical support for Data Protector is good actually. I have no problems with that. We log calls, and they get back to us straightaway. I've had a couple of P1s that have moved around the world with the time zones, so it's always been worked on. That's been good.

Customer service is great.

Technical support is great.

Technical support has not been good recently and in several cases, I have found the solution myself. I would expect support to be able to manage these issues. 

The support is not good and they should really work to enhance the customer support experience.

The level of support is lacking. They need to step up the level of service they offer. We aren't 100% satisfied. They are friendly, however, they aren't really flexible. 

I rate them 4/5. I cannot fault their customer service. Luckily, our customer service team is in the same locale as us, which is very helpful. Small things like this make a big difference to the customer service experience.

Technical support gets 4/5. Mainly, the technical support is very good. You kind of have your preferred support guys working on your cases, than some of the other guys. Some of my own company’s users probably say similar about me and our team, but hey, that’s the way it goes!

We haven't had to deal with customer much. We buy licenses, etc. through an HP partner.

Technical service is quite good. When we had a problem, it was solved in an appropriate time either by HP support or an HP partner.

It depends. It takes some time to get to the real person who knows how to solve the problem. So that's difficult with HPE. You need to pass the first level, a second level, and so on.

We get phone or WebEx sort of support.

We have a technical support engineer from HPE if we have any questions. If we have any errors, we need to use our maintenance contract with HPE so they can help us. They deal with it efficiently and in a timely manner.

We've used technical support in the past. For example, recently, we were changing our licenses from the traditional licensing to capacity We had to ask them to help us apply the license. That was the first time we were applying that license. For the traditional licenses, we've been doing it ourselves without a problem. They helped to show us how to apply the license, which means next time we can do it ourselves.

Data Protector is great software, but after we started getting support from Micro Focus, it was taking too much time, there was too much delay. That's why we are thinking of testing other backup software. It used to be helpful and very good. But with Micro Focus, now it's taking more time.

We have logged calls with technical support. We've had a few challenges, but they've managed to overcome them. Technical support has been good.

HP moved the support and, with it, any faith of any resolution to most tickets. It takes days to get something solved as you battle with the automated emails from the tier ½ support people.

The customer support is quite responsive and often able to handle issues technically. In rare cases, the case will be escalated.

The customer service is fine, we are an HP reseller, so we get good service. If anything takes too long to resolve, we usually have internal connections that help us.

Tech support is not very fast at resolving issues and it takes a long time for them to get anywhere. Usually calls opened about Data Protector tae at least 2-3 weeks before they get resolved. I’ve also had calls open for 2 months with no resolution. This needs to improve and at some level, the support persons need more background knowledge on this product. Also, always having to deal with level one support can be frustrating especially when you know the product very well and are certified in it. Sometimes the questions we are asked make it sound like we are children.

The sales resources for Data Protector are quite limited.

The technical support resources are sometime challenging to work with due to language barriers. Latin American resources.

I have a special group, IT support. After some training, maybe it will be fully supported for us.

The technical support is very good. They have both local and central skilled technical resources, so it's very valuable.

In general, technical support is fine.

When it comes to hardware support, HPE will help you in a minimal amount time.

When in comes to software problems, you do not know when they will close your issues. They are unpredictable in terms of when they will get back to you. They are slower with software issues than with hardware issues.

We have to raise support tickets and that's an extremely painful thing. It can take five to seven weeks. That's the bad side of it. It is difficult to get decent support and to get to the people who know what they're talking about.

Initially, the technical support is terrible. You raise a call and then you are asked for log after log. What you want is someone who knows what they're doing who can help you right away. When you finally get through to those people a month later, they can normally resolve your issues within an hour. However, getting to them is very difficult.

While they're fairly knowledgable, they're not very responsive. The turnaround time on critical tickets can be many days. First-level support is not very knowledgable, so virtually everything ends up going up to second-level support, who are, quite obviously, overworked.

Generally, once you're talking to someone, it's a reasonably good experience. But the response times aren't as good as they should be.

Technical support for Data Protector isn't as good as with 3PAR, the Blade platform, and the ProLiant servers. Support for those, 3PAR in particular, is noticeably better.

No issues encountered.

Tech support varies a bit depending on who takes the call. Generally speaking, it’s at a professional level.

Since I am using the solution as a trainer, I have not used any technical support.  

Technical support is not the best. They take a lot of time to solve complex problems, but at least you know they are trying their best.

The Micro Focus Data Protector support is not as good as Veeam Backup & Replication's support.

I don't think this product has a good support center.

Once a solution is provided, it works and is OK, but it takes ages to get to that point, mainly due to the fact that we need to supply a lot of data from within a small pipeline, which doesn't always work. I have to admit that now that the new website is up and running, it is better than it was.

I think their support is OK, but not very good. The problem is that Data Protector is spread across so many hardware and software combinations that its development can't keep pace with all the changes in heterogeneous environments. So we have issues with IBM DB2 databases. The integration with Data Protector was old and unstable.

The release cycle for Data Protector was way too fast for customers, going from 7 to 8 to 9. When we had issues, they instructed us to upgrade to version 9, and then we had two or three more problems. We could never fix every problems because new ones kept coming up.

It's been better in the last year, however, because version 9 seems to be stable with some patches.

The technical support was pretty good from HPE; better than usual. They're not bad.

It was more on the development side and that is why we are moving away.

The customer service works well, but we don’t have a lot of specialists/vendors here in Brazil.

We never have problems with technical support.

They're honest and helpful.

Until last year it was very good, but in 2015 we felt a drop in service because some technical resources disappeared.

The technical support was very slow.

We haven't contacted the technical support with Micro Focus.

Technical support is OK. They helped me with exporting our internal database. They responded to me within a reasonable time, but the person with whom I spoke didn't really know how to do or understand what I was doing. I had to figure it out on my own.

4/10

Technical support is very poor and I would rate it as 1/10. The response from L1 is very slow and there is no handover when the engineer finishes the shift. There's no direct interaction with the L2 or L3, which makes the case take more time. L1 basically behaves as a mediator for transferring the information from the customer to L2 or L3, and they don't perform any troubleshooting.

I'd say that customer service is nice.

Technical support is good, but it seems that we're always needing to update versions.

Customer Service:

It's great.

Technical Support:

It's great.

Technical support is very good.

Technical support is quite good.

It's perfect.

It's perfect.

Customer service is mostly through partner companies, so it depends on which partner you are dealing with.

If you can get to the right support technician, it's good, but it can take a long time to escalate issues high enough in the organisation for them to be addressed.

Although we're lucky in that we haven't really had to contact technical support, it's quite variable when we've called in. Many of them don't speak English very well, so communication is a definite issue. I know they're trying to improve in this area because they've asked me.

It's excellent.

It's excellent, but doesn't have my native language (Portuguese).

I haven’t used technical support in the last couple of years.

I have used technical support and I would give them an 8/10 rating. It's normally not direct support, but rather via emails and telephone calls.

Technical support is a 9/10.

It’s as scalable as my pocket is – limited to my budget.

As mentioned this needs work – support is very granular and needs reorganization. Issues should be separated into tier 1,2,3 etc teams vs type of support needed.

7/10.

9/10.

Excellent when support in Brazil gets the ticket.

5/10.

5/10.

7-8/10

I haven't contacted customer service.

High. The last upgrade caused issues, but due to their support, we didn't need to roll back.

Using technical support was a good experience. However, they were asking for more information before providing any support.

9/10.

9/10 - we have not had any bad experiences with support.

8/10.

8.5/10.

9/10

Customer Service:

In my experience, the customer service was very good and helpful.

Technical Support:

Technical support was very good.