NetApp AltaVault Customer Service and Support

PM
EUT Analyst at Absa Group Ltd

The solution's technical support is good since my company has always had good experience with them over the call. Whenever my company faces some problems with the solution, NetApp's technical team tries to resolve those problems and tries to provide us with timely support.

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Joseph Galvan - PeerSpot reviewer
Co-founder & Chief Architect at Prescriptive Data Solutions

Technical support has been very good.

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it_user750867 - PeerSpot reviewer
Storage Engineer at Lds Church

When we were trying to migrate it was more of a licensing issue, again because we had our license originally from SteelStore. So when it got purchased by NetApp we had to migrate that, but that was the only time we had to engage support for it.

We actually ended up having to get our account team to get us a new free license because we'd already purchased it, but it had to get brought into the NetApp portfolio and so they helped.

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Buyer's Guide
Cloud Backup
March 2024
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JH
Senior Storage Engineer at a tech vendor with 1,001-5,000 employees

We haven't used it and don't need it. There's no support calls to talk about.

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it_user750621 - PeerSpot reviewer
It Manager at Vlacom

We haven't used the tech support yet as we're working with an account team to do the testing.

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MF
Pre-sales Manager at a computer software company with 51-200 employees

I've interacted with technical support. I interacted with them a lot in small cases and in big cases. The good thing about NetApp, when it comes to a serious issue, if we're talking about real downtime, you will find everyone online with you.

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it_user750567 - PeerSpot reviewer
Group IT Manager at Vital Energi

I haven't use tech support.

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it_user748329 - PeerSpot reviewer
Senior Storage Engineer at ActioNet Inc.

Superb. They were very helpful with the design, implementation, and configuration phases. They have been very helpful.

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MF
Pre-sales Manager at a computer software company with 51-200 employees

The solution's technical support is quite good. Out of ten, we would easily rate it a nine. 

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it_user750774 - PeerSpot reviewer
Platform Team Lead at University Of Wollongong

We had this very technical problem. When we first stood the system up we used rsync to copy files across. That didn't work. We found that AltaVault didn't like hundreds of thousands of files, it wanted big, single files. So, we changed that and tarballed all the files up and sent them across and it all worked happily.

When we went to upgrade to 4.3, to SnapMirror to it, we decided to check with the virtual appliance, that we could actually retrieve data from the physical appliance. And when we did that, we found that there were symlink errors. What had happened when we did the rsync, it created the symlinks but when we deleted that out the AltaVault database didn't clear those symlinks out at the time. So, when we went to retrieve a file, it was looking for a symlink that didn't exist and there were a lot of problems. We worked with NetApp technical support to get a workaround in for us to be able to access that data from a second appliance and then were all up and running.

Technical support were excellent. Knowledgeable.

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PC
Head of Purchasing at a tech vendor with 1-10 employees

The technical support is good.

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it_user750870 - PeerSpot reviewer
Senior Network Systems Engineer at a healthcare company with 1,001-5,000 employees

We have used tech support. If you get the right person, it's good. We have had issues getting to the right person, but once you get to the right person, they are knowledgeable.

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it_user750795 - PeerSpot reviewer
Manager Of It Engineering at a media company
Customer Service:

They listen to what their customers are saying.

Technical Support:

We have extensively used tech support. It's decent.

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it_user750642 - PeerSpot reviewer
Lead Engineer at a media company with 1,001-5,000 employees

We're still working with a PS engineer. Tech support, when we raised some of the issues we had, has been 50-50. Sometimes there seem to be conflicting answers, then it gets escalated. Then we get the actual solution to the problem.

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it_user750549 - PeerSpot reviewer
IT Advisor Infrastructure Planner at a energy/utilities company with 1,001-5,000 employees

Again, I couldn't speak to that myself. It would have to be a technical person that would do that.

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Buyer's Guide
Cloud Backup
March 2024
Find out what your peers are saying about NetApp, Veeam Software, Commvault and others in Cloud Backup. Updated: March 2024.
765,386 professionals have used our research since 2012.