I rate NetApp support 10 out of 10. We've gotten good feedback from our customers. They're very satisfied. 

The customer service and support are fantastic. A couple of weeks ago, I had a drive go down, and they had one out to me the next morning.  

I had a control board go down on one of my nodes a few months ago, and they sent a guy out to me the next day.

NetApp's support has been great. We have found value in their SAN services, which provide embedded support. Their teams are knowledgeable and responsive, offering a high-quality support experience that stands out among our partners. I would rate the support as a nine out of ten.

NetApp provides excellent support. We get valid and crucial advice from NetApp every time we interact with them weekly or monthly. I would rate their support nine out of 10 because I work with various products from multiple vendors. Compared to other vendors, I feel more comfortable reaching out to the NetApp team. 

For example, I tried to reach the NetApp support team for one of the issues over the weekend. My call got disconnected due to a network glitch, and immediately I got an email in my inbox as well as a call back from NetApp on my given number. That's how NetApp reaches its customers.

I do not face any challenges with NetApp. The support team or everything else is good. If we face any kind of breakdown or any challenge, we can easily reach out to the NetApp backend team. That is one of the advantages of NetApp. I would rate their support a ten out of ten.

The support is great. We have a dedicated team. I can work with our dedicated embedded professional services group. If it is a larger issue, I can send a message to our support ops engineer and get an answer right away, or even proactively.

The customer service and support are fantastic. They have been great. 

I rate NetApp support 10 out of 10. NetApp AFF reduces support issues like performance tuning and troubleshooting. EMC didn't fail regularly, but EMC support has decreased in quality over the years, and getting satisfactory problem resolution has been challenging. That was one of the factors that started getting us to look at other alternatives. We certainly have had our fair share of implementation issues and little bugs here and there. We ran into a panic bug the weekend before flying over here [to NetApp Insight 2023]. But that was an auto-support case from NetApp and quickly resolved.

They were aware of the problem before we were. It automatically recovered. They found the bug for us and gave us a patch to use when we were ready. In most cases, it was pretty simple. NetApp support has been top-notch.  I've not had any issues working with NetApp. They've been some of the best and brightest people I've worked with in my career.

The documentation is crystal clear and easy to follow.

We only opened one serious case with NetApp. Typically, we have another company that troubleshoots for us. They would be the ones that would open a ticket.

We have instant support which is good. 

While there have been a few issues that NetApp hasn't been able to resolve for our specific company, the majority of problems I've encountered have been effectively addressed with their support. Overall, we are quite satisfied and I would rate it eight out of ten.

I would rate the support for NetApp AFF as average. It has been a mixed experience, with some good interactions and others not meeting our expectations.

Support is good. I've never had any issues long term.

Technical support is pretty good. It is hit or miss. For the most part, it's good.

The main complaints I get from the engineers are that they'll just say, "it's a future release, and that future release is just too far down the road, and we need to get that done right away." Whereas we see a pain point now, and we would like to see them fix our problems right now. That said, we understand we're not the biggest customer on planet earth. 

The tech support has been wonderful. We don't use them often, but when we do use them we always get the support we need. And sometimes they contact us with issues that we didn't know exist.

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.

My experience with technical support has been good. We have a primary TAM and pay for that service. They are very good at responding to our requests and needs, and I'd give them a ten out of ten.

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.

It stands out as one of the few vendors that provide a pretty good level of customer service. I would rate it eight out of ten.

The customer support team of NetApp is good.

Technical support has been great. We had to reach out to NetApp before when we had an issue or a hardware problem. They were helpful.

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.

I would rate its support services eight out of ten.

I rate NetApp AFF support eight out of 10. It's excellent. We've had no issues. 

I like the fact that they're very hands-on in finding that resolution for us. We've faced a lot of problems since we break the system on purpose just to make sure that when we go out to the fields and use it, if we have the same problem, we know how to fix it.

Technical support is excellent. We've never had a problem with them, and they always came back to us with an answer. Within 24 hours, we have our fix.

We always get what we need from their technical support, but what I find annoying is that you always have to go through all the various levels of support. That has definitely improved, but you always have to go through the front end, explaining what your environment looks like and what the impact of the issue is. But that's the only complaint I have about the support.

It would help if they had a customer profile and could look it up and. When I create a case, I try to put in as much information as I can, but it's not always read. I get a standard email back from NetApp that says, "What does your environment look like?" even when I have put all of the information in the case, upfront.

I would rate their technical support as nine out of 10. Sometimes, it depends on to whom I am speaking. However, most of the time, technical support has been very good, apart from one or two negligible instances.

Technical support could be better and should be more proactive. 

We've also had some production outages. Due to one upgrade, for example, there was a significant outage.

NetApp support is very good if you have a very serious disaster, such as a service interruption. You can ask for help from L1, L2, or L3 and get someone connected with you. But when you have a less important issue, such as a bug or a feature not working as you want, but you don't have a service interruption, the support is very slow.

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.

The support has been good, with responsive assistance, especially at higher tiers. However, there were some language and repetitive questions issues with the first-line support, but it improved as it escalated to higher levels. Having account managers has been beneficial.

I rate the support of NetApp AFF a seven out of ten.

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.

Since the product hasn't gone down in three year, there hasn't been a need to contact technical support.

The solution's customer service is good.

Whenever we have a problem, the technical support staff usually contact us before we contact them. We've never had an issue with technical support, so I'd give them a rating of ten out of ten.

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. 

Our experience with NetApp's support has been superb. They are very proactive. I have nothing but good things to say about NetApp as well as our reseller that we work through, Indocurrent. The combination of Indocurrent and NetApp has led to a fantastic experience for us over the past year. I hope that doesn't change, and it hasn't changed since we went live with AFF.

I would rate NetApp's support as 10 out of 10.

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.

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.

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.

Generally, the support team is spot on, and helps us out a lot. The issues are few and far between. 

Generally, if we have issues, they're really specific, like Cloud Volume issues, replication, or tweaking because of our growth and data. 

I like NetApp support. They're very consistent. It's not only the NetApp hardware that you get support with. It's also within that area where NetApp's hardware is, and even software is involved in a total solution with third parties. NetApp's support cares about the total solution and is willing to help.

There are always issues of who should be the right person to address items. Sometimes there's making sure that whoever owns this error is the person you're working with. It takes someone with experience from the customer perspective to know that it will be better if you work with NetApp on that level. That being said, sometimes it can get difficult.

The technical support has just been great. They have been fast and think out-of-the-box. They have helped us with issues that affect NetApp, but where NetApp is not the root cause of the problem.

I would rate NetApp's technical support between nine and nine and a half (out of 10). I have worked with other companies, and in comparison, I would easily give these other tech supports a rating of four or below (out of 10).

We occasionally use technical support; not too often. I did get certified right before we bought it, so I've been able to do a lot of my own. We have a good relationship with our SE and I've been able to reach out to him. We have several resources available to our company. We've used them, but not a lot.

When we have used technical support, it's been top-notch.

NetApp AFF does a good job in terms of support. 

The tool offers good support. 

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.

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.

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.

NetApp's support is outstanding. Any question I have gets answered promptly. If it has to go back to engineering, they reach out to engineering and engineering comes back with the answer. They provide us with whatever we're looking for in a timeframe that is more than acceptable, usually above expectations.

With regard to technical support, NetApp defines the severity of a ticket. However, even when there is a P1 level ticket that should be turned around in half an hour, there were cases where we would not receive resources for two hours. Sometimes, even after two hours, we wouldn't get the right resource. This is still a pain point and is ongoing.

NetApp's attitude toward support needs to improve quite significantly. If I were to rate NetApp's technical support on a scale from one to ten, I would give them a seven.

To a certain extent, we offer the client basic tech support, meaning if a disc drive has failed we can send someone to replace it. NetApp has a very large tech support organization for their premium customers, where they will support third-party products like Rubrik, like VMware, like Combo - all kinds of third-party products that touch NetApp. 

Not every storage or NetApp deployment is open the box, put the NetApp in the rack, turn the on/off switch on, and click the wizard. It's got to interface in a hospital environment, has to interface with the medical imaging department, so in that regard, no product is easier or more difficult than NetApp other than how the storage device interfaces with what it's storing.

All tech support isn't great if they didn't do a good job setting up and all tech support is great if they did a great job for you, and I've had positive and negative experiences with every manufacturer's tech support. I would rate NetApp as one of the best. It's usually in-country. I have customers that are in South America, that are in the United States, that are in the UK, that are in Asia. I don't stay up nights worrying about their tech support.

The partner community, such as myself and my engineering team, usually get involved if there is a tech support issue that is not a manufacturing defect or a bug as we can't control that. We can only control the environment that we helped architect.

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.

The NetApp technical support is outstanding.

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.

We have onsite staff that is a purchased service from NetApp, so we do not directly deal with technical support.

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.

10/10. We haven’t had to use it yet for the AFF, but with the FAS they were excellent.

Technical support is excellent.

I rate NetApp support eight out of 10. We always get an answer quickly, and they seem to be knowledgeable about the product. The response to basic problems could be faster. They usually respond fast when there are critical issues, but you always want it right now.

I work as a support engineer and authorized distributor for the solution. Its technical support could be better as receiving the solution's spare parts takes a long time. When hardware failure occurs, we need to wait for its components to reach us from the metro city warehouse. It is a time-consuming process.

Excellent

We have used technical support on occasion. It’s been pretty good. It depends on who you get and when you get it. Overall, it's been good.

I rate NetApp support seven out of 10. It depends on who you get. You can get unlucky. We usually do the first-level support ourselves because we are a partner. Sometimes, NetApp support could be better. When the customers escalate, it can feel like everything's starting from scratch. These are rare cases. I'm not directly involved in support, but that's what I hear when something doesn't work. 

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.

The technical support for this solution has always been number one. There is no doubt that they are getting more responsive and more technical.

The tech support is good, although I don't use them that much. The product is good. 

The technical support is invaluable. If you need answers to a problem, they provide good answers. I am very happy with it.

Technical support has been pretty good. We have had to involve them two or three times per month.

They're very professional. They usually find the issues, within the first couple of calls. The software support for all the SNAPManager products, sometimes the support is a little iffy on that, but the hardware support and the ONTAP support have always been pretty solid.

We had some issues with SNAPManager for Exchange around Snapshots not getting deleted, and it's been an ongoing problem for us. We haven't really come up with a solution yet. That's still been a problem. It's gone around the block a few times in support. In support you get a new guy, they start over with a case, that's been the frustration.

Very good. As an enterprise, trust me we've got quite a lot of the account team that were involved with this, so quite a lot of NetApp staff helped us out in the build, the design, the configuration, the maintenance, etc.

Sometimes we use technical support. It depends on who you get. The last couple of people I had were helpful. We use professional services. For example, when we do an upgrade two or three levels up, we'll mostly use professional services or our contacts. For any kind of upgrades, we'll get recommendations from technical support, and so on. They've been great.

I implement it, then there is a separate team who works with NetApp support. From an implementation perspective, I have not gotten involved much with the support.

The documentation of NetApp is very good. When there are some issues, they can search the documentation and knowledge base. Therefore, you can get very good support before going to NetApp support.

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.

It's very good. I have never personally seen any issues with the technical support.

Technical support is very good. But we are also very good; we have solid knowledge of NetApp. I have been using NetApp for the last 12 years.

They have strong technical support. We've had some issues in the beginning with the technical support because it was a fairly new product, but they seem to be scaling up in terms of their support engineers.

I think our experience has been a bit hit-and-miss. From a technical point of view, we were early adopters of clustered Data ONTAP and cDOT. We found that the support was limited on cDOT. We were using cDOT for the better part of three years and it's only now that it feels like the support team at NetApp has caught up. That was a challenge, and again there's been a lot of changes at NetApp around the sales side of the business and I think we've suffered a bit at the hands of that.

Technical support is good. 

We have an external company to maintain our NetApp.

Their technical support is very good. We use them quite a bit and we have had good experiences with them.

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.

They have always been good about being responsive. I love the auto support. The people that we get on the phone are usually pretty knowledgeable, and if they are not and they don't know what to do, then they hand it off to somebody who does.

They are very good, knowledgeable, and responsive. Though every once in awhile, you get a knucklehead.

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The support is great. When issues arise, the support team quickly addresses our questions and resolves problems efficiently. I would rate the support as a nine out of ten.

NetApp technical support is very professional and good.

The technical support is fantastic. No one else is like their team. We're happy with them.

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.

Personally, I have not used tech support, but guys on my team have used them. They've always been great. We have a special account manager who has helped us elevate critical cases if need be, and our sales team and all the people we work with there have always been available for us all the time.

We use tech support for everything. Since it's a cluster, something that's not specific AFF, it's just nodes in the cluster. But we use support all the time.

Tech support is like everything else. It's hit or miss. It depends on who you get and what the subject matter is. We had a Support Account Manager (SAM) at one point too and, when we had the SAM, it was a lot easier to work with their support through the SAM. We've dropped the SAM stuff.

Sometimes it's difficult to escalate correctly and get the right people involved. It's not been as bad as it was before we had the Support Account Manager (SAM) though. Our SE helps a lot as well. It's pretty good support. We just had a support call yesterday with him and the guy we got was knowledgeable about what our problem was, so it worked out pretty well.

We do have premium support or regular support, whatever they call it. Every time we have an issue, we call technical support, and they get online right away. I have found them very helpful. The NetApp technical teams are pretty excellent in offering services.

SolidFire is in the same boat as NetApp in terms of supporting this product. It is a fairly new technology for them as well. Comparatively, the level of support for this solution takes a little longer, but it’s all relative. It takes little longer to get support for this tool than it takes for any other FAS system.

We found NetApp support to be a mixed bag. Sometimes, it's real good; sometimes, it's real bad. It can take a while to get things escalated to the people you need it escalated to. I'm not terribly different from most of the industry, I'm sure.

We get our support through Datalink. We have to go through Datalink first and then get escalated to NetApp support. It adds another layer there, but costs a lot less.
For this project, the support has been pretty good. So far, I’m happy with how it's going.

As far as NetApp technical support, we've had one case open with them for the All Flash FAS. We haven't used any professional services, but we've used the support group for one small issue with deployments. They were great; they had a fix with us faster than anyone had expected.

Technical support is getting better. Historically, it's been painful. We had some challenges with support but over the last couple of years, I think it has gotten a lot better. We have a really good SE now that we leverage and our partner's really good as well.

Their support is very good. Whenever I have contacted them, whoever has dealt with me has been good.

But the cost of support is quite high.

The technical support is one of the best.

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.

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.

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.

As with all NetApp tech support, it's outstanding. It is the best in the industry. It is very easy to escalate.

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.

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.

We have not used technical support specifically for this product, but in general, it's hit or miss. Sometimes, when we first call in, we get some medium-level resources that don't really solve our problems right away. Once we get to the escalation or higher-level guys, they're usually really, really good.

Technical support is pretty good. We don't call on support all that often. We're well handled in house. For the AFFs, we haven't really had too many support issues at all.

I haven't had to use tech support. The product's been that good.

NetApp AFF has good technical support. 

From a technical perspective, the technical support is good.

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.

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.

Their tech support is very responsive. We have been able to put P1 cases in and we have gotten responses within the hour.

Technical support, the first wave is a little bit rough sometimes to deal with. However, once you get to the right resources, it's quick in action.

It's actually kind of hard to deal with the first level because of the questions and we already have visibility into the triage sheets that they are asking us the questions from, and we've already gone through those. So we've moved beyond that dependence on the first level because of those triage sheets that are publicly available on the website.

Technical support is nice. It has been working well for us.

I have not used technical support personally, but we do use technical support on our operational issues. The team is getting pretty good response from them.

We haven’t needed to use technical support.

With NetApp's technical support, when you get the right person, you have a good response. Sometimes, it's a little hard to get to the right person. We have a support account manager, so he helps negotiate that a little bit, or facilitate that. I think NetApp support still has some work to do. Once you get the right person, you usually get the answers you need, but sometimes it's hard to get to the right person.

I rate NetApp support 10 out of 10. I've never had a complaint.

Their tech support is okay.  When I have issues like what I had, I usually just reach right out to my sales rep and they direct me in the right direction.

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.

We have a premium support globally. NetApp has been promising on every front.

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.

It's really good.

It's always been a good experience. I've never had any issues getting the right level of support.

We have not yet needed to use technical support.

I have had to use technical support a few times. They're always good. We even have a resident on-site with us and the resident's been great, helping us find new solutions, things like that.

I have used technical support through a provider, C-Store. They were great.

8/10, the two points missing is the same with every tech support, even if the customer knows very well what the issue is. Tech support still needs to go through the script to arrive at the same conclusion.

NetApp AFF's support is excellent. 

NetApp AFF's support is good. 

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.

We use technical support a lot. It's doing better. It's got some hurdles to overcome but they're certainly doing better. I can see them making progress towards what they need to be, but it's a little hard to get through level one.

When we get through level one and get to the back-end guys, we definitely have the right guys.

We have frequently used tech support. They are one of the best departments at NetApp. Without them, we wouldn't be able to operate the way we do.

Learn about the benefits of NVMe, NVME-oF and SCM. Read New Frontiers in Solid-State Storage.

Which solution did I use previously and why did I switch?

How was the initial setup?

What's my experience with pricing, setup cost, and licensing?

Which other solutions did I evaluate?

What other advice do I have?

I was the main engineer on the implementation. We had professional services that came out and helped us, install it and set it up, to make sure that everything was running properly, which was amazing. The set-up of the clustered system, while complex, was very necessary to ensure redundancy.

After it was set up, it was very straightforward getting moved over; pretty seamless for the most part.

Technical support is really good, knowledgeable, and responsive. Even with the migration I did, they sent out a professional services engineer at no charge to help us complete the migration of going from 7-mode to cluster mode between new hardware as well. We weren't just upgrading one system from 7-mode to cluster mode, we were actually upgrading and migrating to new hardware, so they sent somebody out and he assisted with the whole thing.

The auto support and everything like that is good. When we've had a disc fail, they're calling, they're emailing, they're sending disks out. I get a disk the next day. Support is definitely good.

NetApp technical support has been excellent for years and they are also improving with their deep software engineering skills/customer reports.

We haven't yet needed to use NetApp technical support. We have gone with the vendor that sold us the NetApp. They've been helping us with it, when we have any questions. We haven't had to directly contact NetApp.

We have used technical support. Whether it's a hardware or software issue, we do use it. We use it through a partner, if not directly with NetApp. They're helpful. It’s generally been a good experience with technical support.

Technical support needs improvement. We need access to the backend people without having to go through two layers to get to them, because we're always above the two layers. It's a waste of our time to have to work through them.

We might have used technical support a little bit but most of the time, it is working, so I don't think we made any calls. I don't think we are using it. We're paying for it but we're not using it much.

Our vendor was good, they did the initial setup; they helped through the setup. If you set it up right the first time, you probably don't have to mess with it a lot. If it is stable, there isn’t much else to do.

So far, we haven't needed to use technical support for this one, yet.

Technical support is 7/10. I’ve had good experiences and also bad experiences.

For example, we were in the middle of a performance issue, and we called support. The support person takes all the information, and then he confirms it that he received everything. He said hew would analyze the logs and get back to us. After two days, they started asking for more logs – "Can you send me these logs? We didn't get it." – even though we had confirmation that they had received them. We lost two days. Then, we had to escalate it, and only then did we get a response. We had to be proactive on our end too.

They’re incredibly responsive. We found a bug in the virus scanner that was causing issue in our environment. They identified it and gave us workaround shortly which allowed us to stay online and productive until they provided fix with 8.3. We haven’t had a problem since.

The technical support team is really cooperative. I have experienced slow responses several times, if the ticket has only been opened in portal. On the other hand, a single phone call to them improved the case support tremendously.

Also, if the AutoSupport is well configured, then you need not to do a monitoring. You will get call and mail when any issue is completed. 

I've used them many times. There are always some techs that are better than others, but I've found that NetApp support is better than some other vendors, even non-storage related vendors, whose tech support you have to call.

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They are very efficient. Once you open a case, you have an engineer who is assigned and stay with you until the problems are resolved. We are reaching the right person quickly and easily.

They're always very good. Whether I contact them online or whether I call in, they're very diligent in following up and making sure issues have been resolved before they close the ticket.

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We haven’t had to use technical support yet.

We frequently use technical support. They're great. Our SE's fantastic. He comes out all the time, helps us out. We've got a couple of other people that we have on speed dial that will come out and give us a hand when we require it; have issues setting up, making significant changes or anything like that.

Technical support is excellent. They are very responsive to our questions. As I’ve mentioned, we did a 7-mode cluster transition; there was a lot of learning on our side and they have been very patient with keeping us informed, getting us up to date on what we need to do on the storage side end.

We have not had to use technical support yet thankfully, other than original installation.

Customer service is great.

No matter the time of day or night, technical support will always try to help.

10/10

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.

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.

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.

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.

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.

I haven't used it directly. We have residents so usually, if I need support, I go to the resident or one of the Professional Service guests that works with us. But the support they provide is excellent.

For the AFFs, I don't know if we've had to specifically leverage NetApp support yet. I don't think we've had an issue major enough that we've had to reach out. That's been more on the FAS side.

Support has generally been pretty good. Occasionally there are struggles getting to the right people but, once you do, they know what they're talking about.

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It's really good. We're getting the right response, so everything worked.

Right now, in current scenarios, we don't get many issues with the NetApp products. We mainly use them for the upgrade.

And so far we are getting good response in case the case of a disk failure or some cluster issues, then NetApp support is there, really.

We've called technical support many times. It's good. We're very hands-on in our organization, so the first level usually isn't that helpful. We usually give them about five or 10 minutes to work on it, then we say, “OK, let's escalate this; let's not spend an hour here”, but they're always helpful. It's just a matter of the first level being the first level; they don't have the insight to do any more.

NetApp All Flash FAS:

Technical support is hit or miss sometimes. Sometimes I get the run around. I have to go through multiple support engineers to help me out with whatever issue I'm dealing with at the time. Other times, they've been spot on: The first guy I get has said something like, "Oh I can fix that for you right now." I think it really depends on the complexity of the problem.

Pure Storage M20:

I did not use technical support for Pure.

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All-Flash FAS:

I might have used technical support a couple of times when installing the All-Flash FAS. They were great. There were a couple of times when I had to get on WebEx with them and they walked me through whatever I had to do. It was awesome.

When a drive fails in the NetApp, they send me a replacement and I just put it right in the array. I don't have to wait for anybody to do anything.

EMC VMAX 10K:

When it comes to the EMC, everything is so complicated that even when the drive fails, an engineer has to come onsite to change it. It is that bad.

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The level of technical support depends on the ticket. It’s generally good, and sometimes excellent. Some cases are not as completed as I would like them to be. On average, it’s 7 out of 10.

8-9/10

8-9/10

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.

We haven't had any problems with the equipment. In two years, we have needed support twice.

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.

Technical support is always great from NetApp. It is the best.

I think I did one call with tech support and it was pretty quick. They got me the right answer immediately and I think the call was closed within one day.

I use NetApp's tech support all the time. I actually think they've done a great thing - the introduction of chat support has been really great.

Increasing hours for that would probably be good because it's easier to be on a chat call and be troubleshooting with something. Sometimes a lot can be lost on a phone call.

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We haven't used it for a while, and then only a little bit. Just conversing about upgrades and making sure we're set to go to various versions.

They've been very knowledgeable. I haven't really had any problems with them. We haven't had anything critical where I needed an immediate response. So I also haven't worried that much about it.

Tech support is great. I'd rate it as a nine out of 10.

The technical support level is between poor to medium in our geography.

Technical support is good, but it depends on the tool that you're using. In the past, we had troubles with DFM and we eliminated DFM from our infrastructure. Support for OpenStack, Cluster-Mode, and 7-Mode is really good. Because they have been doing it for many years. But in general, support from NetApp is really good.

We have not needed to use technical support for anything particular on the AFF. We do have a support contract and we do have support issues from time to time, but nothing's come up with the All Flash, so far.

In general, NetApp support is pretty good; overall, pretty good. I've had a couple of things that needed to be escalated but overall, the staff is pretty knowledgeable and they work pretty well.

We've never had any issues with NetApp. In particular, the customer service I think has been far superior. Our business decision was basically based on NetApp's record with us for their customer service. We're making NetApp our single storage standard within our organization.

7/10 due to having unsolved tickets.

Over the last year, the quality of their technical support decreased, but it's getting better again.

7/10, as there were a couple of issues which took technical support some time to handle.

8/10

8/10

Their technical support is very good, and the documentation is also complete and useful for us.

I would rate the customer support an eight out of ten. They are really good in terms of responding to the customer.

Technical support is first rate. We are very satisfied with it.

I've been happy with them. They've gotten me the answers every time I've called in. I haven't had any problems with getting the escalation I need. I just ask for it and they're able to kick it up and get the response that we need.

It is good. I rate it nine out of 10.

Technical support has been excellent. Excellent. We've had our resident engineer who comes out all the time and assists us on things. We went to add that shelf in, he came up. We wanted to make sure we were doing things right, as in adding the disk in, and where to put it, and how to balance the system. He came right up there and helped us the better part of an afternoon, and just showed us things, and what to do.

It was great. Never a complaint.

We used tech support. They are good, smart, and responsive.

Technical support is really good; very experienced folks; very helpful; and easy to reach them. So far, so good.

NetApp’s technical support is second to none. I have worked with other vendors that have not been quite as reliable. But, getting support to come out is easy and reliable, and it's always top-grade help.

I believe we have gone through EMC and Hitachi. I think that's it, actually. I personally worked with IBM. IBM’s support was pretty good, too.

If I was selecting a new vendor today, support would probably be the most important criteria for me. That has been the big differentiator for us; always pushing P1s for us. It's very easy to get support and prioritize it as needed; they help us extremely well.

Technical support is outstanding, period. They're fast. We know people there. As a matter of fact, our previous engineer is now an SC again. He came from NetApp, worked for us for about seven years and now he's back at NetApp. Our former CTO was at NetApp. I think my manager was at NetApp. If not, he was at a partner of ours. So, we have a very good relationship. When we call for support, they answer. You cannot say that about everybody.

Technical support depends on what kind of support you buy from them. If it's a four-hour response time, then definitely, we have been given pretty good support. I think we have been getting consistent support.

It's not about finding one guy on the phone; you have the whole team behind it. If something is not acceptable to us, then we go ahead and escalate it to our sales team and then they drive it through. Sometimes you have to take some exceptions and escalate it.

With technical support, they need a little more help in there. I would give them an 8 out of 10.

We have rarely required technical support. Usually, it's just a one-off type thing and I've never had any issues getting what we needed out of them. They're always knowledgeable; never had a problem.

In general, I have not used technical support.

We always have tickets that takes longer than you expect, but I don’t see a difference with other companies. Sometimes it works very fast and then all is good and some of the issues take a little bit long for us. And also what I find very important is your critical tickets, are they handled perfectly?

Customer support issues have normally been cleared up in one business day, so it's been really great.

Normal issues like performance problems and parts replacement are infrequent and are taken care of quickly.

8/10.

8/10.

I am satisfied with their technical support.

Technical support is excellent. We have an excellent team with NetApp. They help us and they are available anytime that we need them.

The technical support is really good. We don't use it that much because I have a few guys on my team that are really good with the product. But the technical support, whenever we need them, is great. We actually work with Sirius Computer Solutions, our partner. They help us figure out where we should upgrade to. They'll come in and they'll do technology things to make sure that we are going for the next solution that will help our product.

Tech support is very good, so give it an eight out of 10.

I haven't had to use it yet. I've been able to do it myself so far.

NetApp's been responsive on other issues. So far, on the flash side, I haven't had any issues to have to call them.

We haven't used technical support yet.

However, I would recommend if someone is researching NetApp and similar solutions that they take a look at the support offered by other companies and look at what Netapp offers as well.

Their customer service is one of the best, and I am a demanding customer.

• Tier 1 – room for improvement as they hold onto tickets for too long
• Tier 2– much more serious

The customer service is pretty good.

The technical support is pretty good.

8/10

We haven’t needed to escalate to NetApp’s tech support.

Our technical support experience hasn't been very good. However, we are hoping with our new contract that it will be a lot better.

In the first years it was great, after that it has become worse.

We've had to call technical support only because the performance monitoring on it has given us some skewed numbers. Getting back to us on that was a little bit slow, to get us the answer that we really needed to see, but we got the answer that we needed. All is good now.

Support, I think could use a little bit of help. We can't seem to get to the backend guys fast enough. We've had conversations with them about that. So, we would love to see some of that going on and get better support quicker, to the right guy.

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For flash, we did use professional services to come in and help us get it set up but other than that, we've not had to make any phone calls about it. It's pretty straightforward.

Customer service is perfect every time.

Technical support helps us every time.

We don't have a lot of contact with technical support because our engineers handle any issues. But the product itself has been excellent.

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.

We have used the technical support. They are good.

The technical support is excellent. Anytime we've had any kind of questions, our rep can help us or we'll call into NetApp auto-support. We have not had any problems. Tech support is knowledgeable and their response times are good.

I would rate the technical support at about 8/10.

We have a support account manager through NetApp and he helps us out anytime we get stuck on something. We let him know about it and he jumps in and takes care of tickets or problems.

Technical support is excellent.

I have not used support directly for the All Flash.

For other issues, NetApp support is not as good as it used to be. They've restructured their support organization a couple times over the last couple of years. It seems difficult to get a high-priority ticket through for an experienced engineer. It takes a while to get a hold of somebody who can actually help you with your problem.

Because we're a partner and we have certified engineers on our staff, when we call in, we don't need Tier 1 support. It's very hard to get escalation up to an escalation engineer who's going to be able to solve our problem. It didn't used to be that way. I've worked with NetApp for probably over nine years now.

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For the AFF, I haven't had to use technical support; I'm good.

Their technical support's good. Most of the questions haven't been in regards to the AFF hardware; it's all been more configuration with the ONTAP, the CDOT. They've been helpful. We're getting through the issues.

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.

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.

We have a good relationship with our representatives through them. Our sales representative gave us a lot of information as far as moving forward with upgrading stuff.

It has been used quite a few times and we always have always had a good response from them. They are very knowledgeable.

I use it for small issues, like how to configure using multiple VLANs. It was pretty easy to set up, and the technical support were very good.

Technical support is very good, 8/10.

tech support is very responsive and effective to find solution to some issues, most of the issues can be resolved reading KBs

Technical support is excellent.

I don't think we've had to open up any cases, or needed any kind of tech support on it, other than working with our VAR setting it up.

It's been a long time since I've actually called technical support with a case. I try not to call tech support. At my level, I usually need something like a third-level support. You call in, you have to say what your issue is, they can't help you and then they have to pass it to the next person and then usually it's third level. Usually, it's a third-level, advanced person that I would need to speak to.

They've been fine. Once you get to that level, someone that's knowledgeable, support's fine.

Technical support is very good. I like the call home feature, where we don't even have to do anything. Most of the time, we don't know that anything’s broken and we receive an email saying, "Hey, go fix it." So, it's good.

It's very high.

It's been perfect so far.

It's fantastic. NetApp is awesome.

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.

The technical support is very good. We haven't had any issues. 

We're very happy with the support that NetApp brings to us as a company. When we challenge them with our current problems that we have or our customers that we service have, I'm very pleased with what they do for us. We have a broad scope of problems and NetApp has a broad scope of customers. That's why we chose them as our vendor.

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I have used the technical support at times. They are always good.

Helpful for troubleshooting.

On a scale of 1-5, I would rate them 3.5.

On a scale of 1-5, I would rate them 3.5.

Customer service is good.

Technical support is very good.

Technical support has been indifferent at times. Probably about a year ago, I found the transition to the Indian tech support a bit difficult, at first, to deal with, in terms of quality, but that's improved. I've had a few dealings with them recently. I found them definitely a bit better now.

Good.

Good.

I would rate the level of technical support 10/10.

Technical support is good. The problem right now is that NetApp is in the process of discontinuing old disks and the new disks are not yet available. We were in the process of upgrading, and I had to buy old disks that are going to be end-of-life by the end of the year, but new disks are not available yet.

Customer service is great.

They provide different types of support. When an accident happens that impacts your business, they respond very fast and give very good help. Sometimes, when you have problems with their software, it can take a long time — that should be improved. Overall, their top functions, operating systems, the storage controller, they are very strongly enforced.

9/10

Technical support were helpful, but it took time to find the right person to help me. It started with a service rep in India, and was passed to three people until we found the right person with the correct knowledge. I give them a 7 out of 10.

10/10. I ask for Jeffrey who works at NetApp.