NetApp Cloud Volumes ONTAP Customer Service and Technical Support

John Hegyi
Lead Storage Engineer at a insurance company with 5,001-10,000 employees
I've rarely used tech support. I've got so much experience deploying these environments that it's like breathing. It's second nature. And when they first came out with OnCommand Cloud Manager, I was doing beta testing and debugging with the group out of Israel to build the product. View full review »
Christian Gruetzner
Architect, Storage Services at All for One Steeb AG
Technical support has been very good. The technical people who are responsible for us at NetApp are very good. If we contact them we get direct feedback. We often have direct contact, in our case at least, to the engineers as well. We have direct contacts with NetApp in Tel Aviv. It's worth mentioning that when we started with Cloud Volumes ONTAP in the past, we did an architecture workshop with them in Tel Aviv, to tell them what our deployments look like in our on-premise environment, and to figure out what possibilities Cloud Volumes ONTAP could provide to us as a service provider. What else could we do on it, other than just running several services? For example: disaster recovery or doing our backups. We did that at a very early stage in the process. View full review »
Padmaja Reddy
Storage Architect at NIH
Unless a much more experienced person comes, I think the print and tech guy is only reading what he sees on the website. He pulls up their code or whatever, because what we see when we open a case is already there is an automatic case that's opened. We see typical questionnaires, but nothing pertaining to the case. For example, you run out of space or high nodes, the technical support is sitting there asking us something else. Nothing to do with high nodes and the volume being down or offline. It's not relevant. It is a generalized thing. You have to sit down and explain to them, "This has nothing to do with the questions you're asking. It's out of context, so you might want to look again and get back with the proper input." That's a pain. However, the minute we say, "It's very critical," we see a good, solid SME on the line who is helping us. I'm not experienced as many of my colleagues. They're really frustrated. We did convey this concern to our account person and have seen a lot of change. View full review »
Learn what your peers think about NetApp Cloud Volumes ONTAP. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,646 professionals have used our research since 2012.
Eyal Shimony
Sr. Manager at a tech vendor with 10,001+ employees
The support has been great. Every time we've had a question or something that we didn't know how to do, a setup issue, they have helped us. There was one time that we set up a new one on a new version and there was a small bug that was fixed really fast. It wasn't within how the system functions, it was a bug in the deployment part. They helped us really quickly and we were able to manage that as well. View full review »
Systems Programmer at a university with 10,001+ employees
It's excellent. The technical support has been very good. One thing I find very annoying is the new web interface, where it takes you through a little AI assistant, a little robot thing, to try to answer your question first. That thing is infuriating because we've already done the research, we know we need support. Fortunately, there's a link so you can get past that quickly. What I like about NetApp Support is that, generally, the person who takes your case is the one who works it to the end. There aren't a lot of handoffs or a lot of callbacks. View full review »
Storage Admin at a comms service provider with 5,001-10,000 employees
I haven't had any issues, so technical support is pretty good. View full review »
Consultant at I.T. Blueprint
I have used technical support and it's mediocre. They gave their best effort, however, at the point they couldn't figure out the problem, they simply said that we would have to deal with Professional Services. I was not impressed, but I understand that it is a new product. View full review »
Senior Manager, IT CloudX at a manufacturing company with 1,001-5,000 employees
We are using NetApp engineers and they are great. View full review »
Ed Alexander
Senior System Engineer at Red Hat
NetApp's technical support is outstanding. View full review »
Storage Specialist at a comms service provider with 1,001-5,000 employees
When we deployed everything, we opened a case with support for two minor issues we had with some servers. They're great. They were willing to help, easy to communicate with, and respond very quickly. They already found the issue and resolved it. View full review »
Sr Storage Engineer at Ripe NCc
Their technical support is great. We're using a partner in the Netherlands for support and we have a great relationship with them. View full review »
Cloud Architect at a tech services company with 51-200 employees
The technical support has been pretty good. Whenever we open a ticket or a case, they've been really responsive. View full review »
Systems Engineer at a healthcare company with 1,001-5,000 employees
We have used technical support. As long as they don't call me at four o'clock in the morning to tell me that a drive failed and they are sending me another one, I like it. They have a tendency to do that. View full review »
Sr Systems Engineer at a healthcare company with 1,001-5,000 employees
We have not really used the technical support. View full review »
Lead Storage Operations at Autodesk, Inc.
I would rate the technical support as a five out of ten. When it comes to support provided by NetApp, they have room for improvement. Every time we go through their support, we end up answering the same routine questions. We don't reach out to support without doing our initial troubleshooting. After, our initial troubleshooting, we find something, then we reach out for support. Once we reach out to support, support takes us back to the same basic level of troubleshooting, which takes away some time in urgent cases. This is where NetApp support should create an improvement plan. View full review »
Systems Engineer at a healthcare company with 10,001+ employees
Most of the time they're very timely. Sometimes you just need to wait, which is okay because those times are not critical issues. When we do have to wait, the response time is usually a day or two, but that's fine with that level of criticality. View full review »
Sr Systems Engineer at Ucare
We have not used NetApp technical support directly. We have been speaking with partners who are in our region. View full review »
Storage Engineer at a pharma/biotech company with 10,001+ employees
Their technical support is amazing. View full review »
James Koepsel
Principal Architect at a aerospace/defense firm with 1,001-5,000 employees
We have built-in support. It is good. They are an onsite resource. View full review »
Senior System Engineer at a tech vendor with 1,001-5,000 employees
I would rate the support as a nine out of ten. NetApp is native here in Bay Area. We are also in the Bay Area. If anything happens, they will come onsite and fix it. View full review »
CTO at Poria
Their technical support is very good. View full review »
AWS Architect at a manufacturing company with 10,001+ employees
I have not used NetApp's technical support. View full review »
Learn what your peers think about NetApp Cloud Volumes ONTAP. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,646 professionals have used our research since 2012.