It's quite beneficial. We communicate a couple of times per year, and they address all our inquiries.

We haven't had to use customer service once yet.

We haven't had to use technical service once yet.

The customer service and support are really very good.

The technical support has been very good.

I have not contacted support directly. The customer has specific teams for that.

But I work directly with the support on tests for crash recovery. More than a year ago we made these tests before the customer bought the solution. But at the moment, I know that the support in Portugal is very limited because they don't have people working in the office. I think they only have one person working in the Portugal office.

I use technical support every day. They’re very proactive. AutoSupport is always the key when getting NetApp; basically, NetApp is famous for AutoSupport. If you buy a NetApp product without AutoSupport, it's not NetApp. We are always relying on the proactive support from NetApp. They call me even if I didn't get a notification from my customers. They call me ahead of time. They page us. They work with our on-call team directly, where they page to the on-call center and then we're like, "Oh, NetApp paged us. What's going on? Oh, because a controller is misbehaving.” Even if the customer has not noticed the performance problem, NetApp is already on top of it. That's what we like about the support. I think we have platinum support, which helps.

Their technical support is good. I am satisfied with their support.

The solution's technical support is not as good as it is supposed to be since you have to push them to get support. I rate the technical support a seven to seven and a half out of ten.

I haven't had the need to use technical support.

Unfortunately, we have not used technical support. It hasn't had an issue for us to do that, yet. In the 15 months that I've been there, I haven't had to call support for that product.

There could be an improvement when it comes to SLA support, it could be faster. In case of emergencies, when you need urgent feedback from the support, it is delayed because you need to make multiple calls. 

I have used technical support but to me tech support for the EF is the same as the tech support for the rest of the NetApp environments: pretty quick, pretty easy. It's a lot more fluid.

I never had to use their technical support, so I don't have any opinion about it.

I have had a couple of technical tasks, but I think that they have good technical support when you inquire about hardware. They have a problem when you ask about software-related issues. 

When you have a hardware issue, it is reloved within the time limit described and agreed to in the SLA. 

When it's a software-related issue, it is difficult to find an engineer that can help you. You spend time describing your issue to a person who then says that they can help you, but it will take time. A week later you explain it again. 

Only when they prioritize your request, will they assign an engineer to resolve your issue.

We use tech support and it's pretty good. The system was stable so we really didn't need a lot of support or a lot of help. The few times we called, we got the right answer.

We have a lot of ONTAP NetApp Sales Engineers (SEs) helping us throughout the process. Some of the partners are being evolved with the beginning to get us acclimated to the new changes.

Their SEs are experts. I would rate them a 10 out of 10.

We’ve only used technical support to assist with some upgrades. I've always been very happy with them.

Here in Egypt, we do not have an official office or central point of support. This is our biggest complaint. We do not want to have remote support. Rather, we want an office here. It is very difficult to get an engineer here, on-site, from NetApp. This is true even pre-sales; we want to sit with the NetApp team, and not with partners. It's not that partners are bad, but it's better to meet with NetApp directly.

Their technical support is very good. The power went off and they called us around five minutes later to ask what was going on. Whenever we have any questions they have quick answers. 

Technical support is good; maybe not as good as others, but they're good. It’s a case of finding the right person. NetApp's a pretty large company, with a vast array of protocols and products to dive through when you're trying to troubleshoot a problem. It just depends on the person you get when you call in. Sometimes, it's the best. Sometimes, it's not so much the best. They're good. They could always be better.

We've had a very good experience with technical support, especially on the EF products. They reached out to us when we had the failure, and we had somebody onsite within four hours.

We have not had an issue from a performance or a technical standpoint. We had an issue with some monitoring that we wanted to do; finding the right person within NetApp to help us with that.

Technical support depends on the issue. Sometimes, it was really good; other times, it was a struggle. Eventually, we always wound up with somebody who was really knowledgeable and helpful.

One time, we had a problem with a LIF on our FAS 8060s. One of the Vservers was causing intermittent problems. The guy on the phone was adamant that it was not a NetApp issue. After about three hours of working with him, we finally just decided to hang up. I did some other testing, called him back with proof that it was NetApp and then it took about five minutes to solve. They said, “Oh well, just do this, there we go.”

8/10

8/10

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.

I think we used the professional services for initial deployment, and then we've gone along with it. I don't think we've used tech support for that. We've used it for our NetApp shelf that we've got; we sometimes run into some issues. But not for this thing.

I haven't dealt with technical support yet.

Technical support is good. If we have some issues, especially from NetApp, they give us an early warning system. When there is a potential error, it will come up and let us know immediately that it will occur. This prevents it from crashing.

The technical support is very good. The solution doesn't require that much maintenance because it's quite easy and very robust as a storage system. When we did call in the help of support, they responded quickly and offered the correct solution. 

It was very good. We had some complications in getting the performance where we needed it. They were able to sort that out for us.

When we have an issue we still cannot open a ticket yet as we are working when the customer has not yet sent an IPO, and so we cannot open a ticket. Typically, we ask for help from NetApp Southeast Asia. They are helpful. We request via email, and they always tend to help us.

I'm satisfied with technical support. I've called them several times and they were very good.  

I have been in touch with technical support and I would rate them an eight out of ten.

Their technical support is excellent.

The support for the product is good. They are quick in the response and they are able to give us the correct person to resolve the issue that we are having. These are the most important things to look at when evaluating technical support. Because we have these two points we can evaluate the technical support as good. The response time is important. But the time and the skill they have to resolve the problem together make a difference.

We are satisfied with the NetApp technical support.