NetApp AFF (All Flash FAS) Customer Service and Technical Support

Storage Engineer at Missile Defense Agency
I find the technical support for NetApp to be really good, although I'm a little biased because I used to be one of those guys back in the days under the E-series. If I have a question for them and they don't know the answer, they'll find the person who does. When I was a support engineer, that's the way I worked. Both pre-sales and post-sales engineers are good. Our presales engineer has been a godsend, answering all of the techie questions that we had. If he didn't know something then he would ask somebody. Sometimes the questions are about fixing things, but at other times it is just planning before we tried something new. View full review »
Michael Archuleta
Chief Information Officer at Mt. San Rafael Hospital
Tech support has been absolutely amazing. I think on the technical aspects as well, my staff is able to get great support from the NetApp technical support resources that we have. What I love about NetApp is they have a health care division. At times, it's such an amazing thing because if we have a healthcare-related issue, there's no one better than having prior CIOs from health care organizations that NetApp has hired, and that are part of the healthcare team, to help out with any of those initiatives and support problems. Support has been absolutely phenomenal. View full review »
Storage Architect at a energy/utilities company with 10,001+ employees
Tech support is a place where there is room to improve the product experience. Tech support is one thing that I am not 100% happy with and I do not strongly agree with many people who feel it is pretty good. NetApp has a wonderful product, but the support is subpar compared to the other vendors like EMC. So there is clearly room to improve. The response time when they are busy is not very good. Even the priority-one calls are supposed to have like a two-hour response time or a 30-minute response time. I do not get any calls in that timeframe until I push them through different channels — through the back end. Also, the primary support call center is in India. I don't get to the real technicians from the support team from North Carolina or places like that until much later. I understand they are trying to filter out calls that do not need upper-level support, but I know what I'm doing. I already know exactly what the problem is and then I still have to go through what should be unnecessary screening. It seems like a lengthy process. In the meantime, I might have only one strand of high availability running, which is not a good situation and I feel very uncomfortable that I could lose service. View full review »
Learn what your peers think about NetApp AFF (All Flash FAS). Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,901 professionals have used our research since 2012.
Data Protection Engineering at a manufacturing company with 10,001+ employees
We have onsite staff that is a purchased service from NetApp, so we do not directly deal with technical support. View full review »
System Administrator at Bell Canada
I would rate the support as an eight (out of 10). Customer service is one area of the product line where I would love to see improvement. I have had several vendor experiences with NetApp where I faced challenges in the initial call trying to navigate the requirements of the service level expectation. Their response could be better improved. However, the final result is great. It is just the initial support level where improvement would help to effectively solve problems. View full review »
Senior Network Technical Developer and Support Expert at a healthcare company with 10,001+ employees
My experience with technical support is, as of late, the amount of expertise and what we're getting out of support has kind of dwindled a little bit. You could tell, the engineers that we talked to aren't as prepared or don't have the knowledge that they used to. We have a lot of difficulty with support. The fact that NetApp's trying to automate the support with Elio is pretty bad, to be honest with you. In my experience, it just makes getting a hold of NetApp support that much more difficult, going through the Elio questions, and they never help so we end up just wasting minutes just clicking next and next, and let's just open a support case already, type thing. So it's been going downhill. View full review »
Greg Weld
Senior CI Engineer at a financial services firm with 1,001-5,000 employees
Their tech support is fantastic. NetApp is amazing with getting you through difficult problems. When you call into global support there's somebody that answers the phone quickly and they're extremely helpful. We have other NetApp resources like our sales SEs and people that help us out. There's always somebody there to point you in the right direction and help you to get the solutions to the problems you need. View full review »
Systems Engineer at Cleveland Clinic
The tech support has been awesome. We have meetings with our local guys once a month, whether we need it or not, and they answer our questions. I have been able to hot call them on demand on the weekends when we were doing upgrades and side things on our NetApp, then had some issues. I was able to call, and they stop and help out, which has been fantastic. They are probably our best vendor. View full review »
Greg Rose
Principal Engineer at a retailer with 5,001-10,000 employees
AFF tech support we've had a couple of calls open and it's always been brilliant. I really like the chat feature because one of the things that annoys me is the conference calls that usually come when you have to contact the hardware vendor. You get stuck on a webex or a conference call for hours on end where it's just easier to chat to the techo at NetApp in real time and if he isn't able to help you he'll just pass you on to the next one and you end up staying in the chat which means that I continue working while dealing with a problem. View full review »
Chief Enterprise Architect at a healthcare company with 1,001-5,000 employees
So far NetApp is amazing. It depends on what type of team you have. What type of sales team that you are working with. Our sales team is phenomenal. Our support goes through them and they know all the right people to call and we get great support. Now, that is not true all across. There's great support, and there's some mediocre support. For us it's phenomenal. View full review »
Manager at Pramerica
We don't go through NetApp directly. We go through a vendor. They've been great. Obviously they're certified, they know what they're doing. They have had to escalate sometimes to NetApp themselves if they didn't know the answer. We've never had a problem that we couldn't resolve. View full review »
IT Director at a legal firm
The technical support team is always easy to deal with. Fortunately I haven't had to deal with them much, but when the need arises they're good to work with. View full review »
Senior Data Center Architect at a financial services firm with 1,001-5,000 employees
The technical support is one of the best. View full review »
Storage Architect and Engineer at United Airlines
The technical support for NetApp is decent. I mean, it's improving. I understand that it is hard to get people up to date with all of the new technologies but NetApp has done a pretty good job. Using the online documentation, we are able to find answers most of the time. If not, we can find an expert who will come online and help us to get through. The combination of technical support, Professional Services, and online documentation has really helped. Service is one of NetApp's strengths. View full review »
Storage Architect at a retailer with 10,001+ employees
Technical support is a little lackluster. Some of the issues that we've had were opening up tickets. They seem to be routed in the wrong direction or it takes one or two days to get a call back for simple tasks. However, if we want immediate assistance, we have to open up a Severity 1 case, and sometimes it's not a Severity 1. But if we need a response back within four hours, we'll open it as a Severity 1, then once they contact us, we can drop the severity of the ticket. Calling technical support with NetApp, you talk to ten unknowledgeable people to get one half decent person. It becomes frustrating, especially if you have an immediate need for an enterprise outage. View full review »
Data Center Engineer at a non-profit
I mostly interact with my sales engineer who is very sharp. The few times that I've had to interact with technical support, it has been very good. View full review »
Senior Storage Engineer at Hyundai autoever
Every time you contact the vendor for the technical issues that you have been dealing with, the level of support you get or the time it takes for you to get your issue resolved really matters and depends on the issue itself (how complicated it is). Sometimes, the support may send some requests to the technical team to gather logs and send them back to support. How many of these logs you have to collect or if you have to engage another vendor's support come into effect when you are trying to find out how fast an issue can be resolved. In general, when you open a case with NetApp support, usually if it's a P1 or P2 case, usually they are very fast when it gets to the point that we need to escalate to the next level of support. So far, we have had a good experience with NetApp. For most cases, they were able to help us resolve the issue as fast as possible. View full review »
Keith Latimer
IT Operations Manager at Idaho State Insurance Fund
NetApp's support has always been top-notch. I haven't met anyone in the NetApp institution who hasn't been a remarkably intelligent, easy-going person to work with. It is amazing. Everyone from their support crews to their sales engineers are good. We have a good relationship with them. View full review »
Network Services Manager at a healthcare company with 1,001-5,000 employees
Zero downtime, so we've never really called. The engineer who supports it will call for firmware upgrades or for a yellow light: "Why is it on?" For the most part, we haven't had any issues with it at all. View full review »
SAN Engineer at a financial services firm with 1,001-5,000 employees
It's very good. I have never personally seen any issues with the technical support. View full review »
Sunder Periesany
Technical manager at Macrovention
Technical support is good. We have not had to involve them much. Most of the first-level and second-level cases are handled by us because we have a range of certified engineers. Only if it's really a critical issue that urgently needs an expert to dive in, then we will engage them NetApp support. View full review »
Systems Engineer at Nordstrom, Inc.
Technical support for this solution is good, and I've never had a problem. They are straight to the point and give you a lot of detail on what to expect or what you might run into. Whether you call or get support online, it is pretty good. View full review »
Systems Management Engineer at Linklaters
The technical support has always been really helpful. In recent times, the first line of support has moved and is now concentrated in Bulgaria. If they are new to working with your customers, we have seen some slight challenges in terms of speed when transferring higher priority cases to higher levels of NetApp's support structure. Hopefully, this will be resolved soon. Once I reach the second or third line of support engineering, the support has always been good. View full review »
Sr Data Storage at a energy/utilities company with 10,001+ employees
We never have any issues with technical support. They are very responsive to our problems because we have a NetApp account manager, so we are able to to engage the level two level three engineering much quicker. View full review »
Infrastructure Team Lead at a pharma/biotech company with 51-200 employees
I am happy with their technical support. It's not bad. We haven't had to use it very much, but I think they're proficient. View full review »
Systems Engineer at a tech services company with 51-200 employees
When we had our data center outage, we had an excellent NetApp engineer on-site. We went back and forth through it and eventually worked our way through it, but it was a multi-day problem. View full review »
Ashwin Bhadra
Senior Manager of Product and Services at a tech services company with 1,001-5,000 employees
Tech support is not just for AFF, we have a long-standing relationship with NetApp. Overall, the support guys are very proactive. They help us with new fixes and patches - we keep up with them. We have a very good relationship. We haven't really had much of a need to escalate issues. We don't actually get into "escalation mode." We just talk with senior management and things get done. We're happy with the support. View full review »
Storage Manager at State of Nebraska
Tech support is great with NetApp if you can get past Tier 1. A lot of times when you open a new case or do a direct dial-in with an issue, like with any support, you will definitely reach a Tier 1 level that is not particularly helpful until you get escalated to an expert. However, the experts that I have reached have always been great. View full review »
Tech Solutions Architect at a healthcare company with 10,001+ employees
The technical support has been awesome. Whenever we have a problem, we just give NetApp's support a call, and they fix our issue. With the newer versions, we have needed less support. The solution has just been working. View full review »
Ed Alexander
Senior System Engineer at Red Hat
As with all NetApp tech support, it's outstanding. It is the best in the industry. It is very easy to escalate. View full review »
Peg Heffron
Network Professional at a transportation company with 5,001-10,000 employees
Technical support is generally very good, once they get a good idea of what the issue is. Occasionally you need to be a little more specific about your problem to get the right team working on it. But they're normally very good, very responsive, efficient, knowledgeable, and very patient. They're willing to take the time to make sure you understand their analysis and their recommended solution. View full review »
Solution Architect at Advanced UniByte GmbH
The technical support works well for us. We do the first level support for all our customers, so the customers call us. If we are ever in trouble and don't know how to respond to the support call, we can open the second level case with NetApp. That works very nicely. So, the customer is in good hands with us, and we are in good hands with NetApp. View full review »
Storage Administrator at a software R&D company with 5,001-10,000 employees
The technical support for this solution has always been number one. There is no doubt that they are getting more responsive and more technical. View full review »
Director at a tech services company with 11-50 employees
The NetApp technical support is very good. They have the website and they have the forums where you can get questions answered. You can get a lot of things answered without even talking to anybody. View full review »
Storage Administrator at a energy/utilities company with 1,001-5,000 employees
I would say that the technical support is hit or miss. Sometimes you get somebody good, but other times, you have to just escalate a couple of times to get the right person. View full review »
Specialist Senior at a consultancy with 10,001+ employees
The NetApp technical support is outstanding. View full review »
Manager Biomedical System Services at a healthcare company with 1,001-5,000 employees
Technical support has been excellent. We have local technical support. If we give them a call and need somebody onsite, they could be there within ten to 15 minutes. View full review »
Storage Engineer at a tech services company with 10,001+ employees
I go to tech support with difficulty because I installed NetApp for many years I know what to expect when I call. When I don't get the support tech that I'm expecting and I'm trying to get to the right one, it can get very frustrating for me to push my way to the right person. NetApp has the right people, it's just a matter of getting to them. View full review »
Sr Storage Engineer at a financial services firm with 1,001-5,000 employees
The technical support has been all right, but it takes a while to get a hold of the right person because you've got to go through the level one, level two support. But, after a while, you get the support that you need. We do have experts within the company, so we only go to NetApp's support when we have a very serious issue that we need to work on. Overall, it has been all right. View full review »
Senior Storage Engineer at a legal firm with 1,001-5,000 employees
Technical support is first rate. We are very satisfied with it. View full review »
Senior storage engineer at a government with 10,001+ employees
Technical support has been pretty good. We have had to involve them two or three times per month. View full review »
Jaime Cogua
Senior Unix Storage Engineer at a consultancy with 1,001-5,000 employees
NetApp tech support is so good. Their tech support has always been so stable and the people are so good in case of any failure or any good feature that needs to be updated or features that supposedly can help with performance to improve some performance. NetApp support is one of the best that I deal with. View full review »
System Programmer at a energy/utilities company with 5,001-10,000 employees
I would rate the customer support an eight out of ten. They are really good in terms of responding to the customer. View full review »
Technical Lead at USAF
Their technical support is very good. We use them quite a bit and we have had good experiences with them. View full review »
Technical Solution Architect at a financial services firm with 10,001+ employees
The technical support is fantastic. No one else is like their team. We're happy with them. View full review »
Senior in technology and engineer at a marketing services firm
Technical support is excellent. We have an excellent team with NetApp. They help us and they are available anytime that we need them. View full review »
Sys Admin at a financial services firm with 201-500 employees
Technical support is a little hit and miss, at least with the particular things that I've called for. The SRA stuff that intergrades with SRM is a problem point. It's a pain point. The support personnel aren't always knowledgeable on that product. At times, they are not even aware what product is supported and what is not, when one has been deprecated and there is a new one out, and what the bug fixes of the newer version are. View full review »
Zakeer Mohammed
Storage Engineer at a tech services company with 10,001+ employees
For vendor coordination, the technical support has been good. They do good work and analysis on things that I need. They specifically provide good answers to my questions. View full review »
Sonu Parmar
IT Manager at TELUS Corporation
Since the product hasn't gone down in three year, there hasn't been a need to contact technical support. View full review »
Principal Architect at a tech company with 5,001-10,000 employees
We've been a partner of NetApp for a very long time. Their support is very good. We use a lot of direct NetApp engineering resources, as a partner at our scale. We tend to work hand in hand with NetApp. View full review »
Storage Engineer at a software R&D company with 10,001+ employees
The technical support is very good. We haven't had any issues. View full review »
Storage Team Lead at a manufacturing company with 10,001+ employees
We have a premium support globally. NetApp has been promising on every front. View full review »
Payload Integration at a tech services company with 10,001+ employees
The tech support is good, although I don't use them that much. The product is good. View full review »
Storage Engineer at a university with 10,001+ employees
Support has been good. I've had a few cases where support wasn't able to answer the question or they took quite a while, but majority of issues have been answered fairly quickly. View full review »
Systems Engineer Manager at a hospitality company with 10,001+ employees
Our technical support experience hasn't been very good. However, we are hoping with our new contract that it will be a lot better. View full review »
Paul Holt
Executive director IT Systems at MemorialCare Health System
Technical support has been very good. We use scripting called WFA, and we've had a little bit of an issue with that, going from the first generation to the second generation. But the actual hardware, product, and support itself have been excellent. View full review »
Rodrigo Carte
Head of IT at Inacap
The technical support is invaluable. If you need answers to a problem, they provide good answers. I am very happy with it. View full review »
Alberto Alberti
Senior System Engineer at ICTeam
tech support is very responsive and effective to find solution to some issues, most of the issues can be resolved reading KBs View full review »
Storage Engineer at a healthcare company with 1,001-5,000 employees
Technical support has been really good. NetApp support has been really helpful. We have a SAM that we use as well, and he helps us with issues that come up, bugs, etc. View full review »
Data Delivery at a financial services firm with 1,001-5,000 employees
From a technical perspective, the technical support is good. View full review »
Senior Engineer at a financial services firm with 1,001-5,000 employees
Technical support is always great from NetApp. It is the best. View full review »
IT Manager at Universo Online
We haven't had any problems with the equipment. In two years, we have needed support twice. View full review »
Learn what your peers think about NetApp AFF (All Flash FAS). Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,901 professionals have used our research since 2012.