NetApp OnCommand Insight Customer Service and Technical Support

StorageA970f
Storage Architect at US Navy
I have used it for OCI. We had a couple of issues when we were setting it up, from the database perspective. We called into help desk. We opened a ticket with OCI. They actually sent a guy out to help us with it, which was amazing. To not charge us for Professional Services, but send a technician onsite to help us fix it was awesome. I can't say enough about NetApp support. They're fantastic. View full review »
HighPerfea5c
High Performance Compute at a energy/utilities company with 1,001-5,000 employees
We have an advanced support agreement and a good relationship with our NetApp support team and systems engineer, whom we call up and open cases if we have questions. We also have our own internal company group that has a lot of NetApp people who can help. We have had some problems on weekend and the middle of the night. They have even written code for us on the fly within a few hours to address an issue that we were having. We receive 24/7 coverage. We have a monthly meeting with our customer support people through NetApp. They go through all the cases with us, and we analyze everything. They help us with the upgrades. We tell them, "Treat our data like their data." So, they come down and meet with us, they fly to New Orleans, and if they see something they don't think is right, they tell us. That's a great relationship, when different companies act as one. View full review »
Jonathan Pure
Lead Systems Administrator at a retailer with 1,001-5,000 employees
I haven't personally used tech support for OCI but I have colleagues who have. I don't think they have any complaints about it. View full review »
Madhu Vinod Diwakar
Technology Architect at a tech company with 10,001+ employees
We're happy so far. Whenever we are dealing with NetApp products, we have really good success. But when we are talking about other vendors like ENT or UCS - even now, UCS isn't supported on the interop matrix. That would be something which would look forward to be because we are a highly converged infrastructure. We have like 60 to 70% of our infrastructure on UCS so we thought that it being complaint in our OCI data sources - we're kind of missing a major chunk of our infrastructure. View full review »
Brian Bargo
Storage Engineer at Web.Com
They were really helpful, they helped to troubleshoot the issue and to get as quick a fix as we could. View full review »
StorageA8a75
Storage And Backup Tools Manager at a tech services company
They're great. Fantastic. We generally deal with the same people, so that tells me that the way they manage the teams that people enjoy being there, and they stay. Also, they train their individuals, because when they look at the different data sources, the technology, they understand it. When they get into the product, they are very knowledgeable. View full review »
LeadSystaf8c
Lead Systems Engineer at a transportation company with 10,001+ employees
Technical support is good. We are a big customer for NetApp, so I know that we get priority support from them. Even if something is not prioritized, we have a dedicated SAM and a dedicated systems engineer from their side. Everyone's on top of things like that. We have never had any problems with support. View full review »
StorageA7774
Storage Administrator with 1,001-5,000 employees
I have not specifically used tech support. View full review »
TeamLead5f45
Team Lead Storage at a manufacturing company with 10,001+ employees
The tech support is pretty good. They helped to set up multiple controllers, and then we started with the analysis and the reporting. View full review »
SystemsA85df
Systems Architect at a financial services firm with 1,001-5,000 employees
I think we have used the technical support. I haven't personally, but I know the guy that's setting it up has. We love it. They're very responsive and they follow up. We get the results we need. They're knowledgeable. We've had lots of outages before. Like I said, they came back in and they followed up, gave us the right technical stuff. A lot of times, they'll do it proactively. There will be a bug out there and we won't have hit it yet, but then they'll tell us about it beforehand, so we can proactively fix it before it happens. View full review »
Ken S
Storage Services Manager at a financial services firm with 1,001-5,000 employees
Yes, we have used tech support, and they are excellent. We have engineers set up for us and we have dedicated SEs, so they come and help us out instantaneously. View full review »
Jb Mercer
Technical Engineer at FBL Financial Group
They do have good support. We have opened cases periodically whenever they are continually taking features out of the client, the Java client, and they're moving them to the web client. I don't think they've done a very good job of explaining, which features are going where. Then when they go to HTML 5 interface, where are they? For instance, I just experienced this a few weeks ago I had to open a case, because what I was looking for in the Java client wasn't there. I opened a case with NetApp, and our VaR - it was moved under what's called queries. They didn't know that's where it was. So, we are not always reaching the right person, but when we do reach the right person, they are knowledgeable. View full review »
SystemAdb621
System Administrator at a tech vendor with 10,001+ employees
I think one colleague has used it once, maybe twice, that's it. I, personally, have not. View full review »
Fernando Vargas
Senior Data Protection Specialist at Cox Enterprises
Tech support is real good. View full review »
Integrata623
Integrations Director at a government with 1,001-5,000 employees
NetApp support is always there. Our guy, Matt is amazing. I can pick up the phone anytime to talk him when I have an issue. A company may have equitable software, but no one beats NetApp's support. View full review »
StorageE3ced
Storage Engineer at Cerner
I have not used it. View full review »
SenStor0618
Senior Storage Engineer at a healthcare company with 501-1,000 employees
We have used the tech support. Unfortunately, every time we try to get a technician specialized in the solution, it seems like we always go to the wrong department or wrong area. There needs to be improvement to direct our calls to the right place, so we can talk to the right person. View full review »
SanAdmina6ef
San Administrator at a manufacturing company with 1,001-5,000 employees
It's very good. The guys are sharp, they know the product very well and get back with you in a quick amount of time. We've had no issues whatsoever with escalating. View full review »
Eduardo Stephan
Storage Analyst at BCCSS
We haven't used technical support yet. We're still implementing so we haven't understood the architecture. View full review »
StorageAfb99
Storage Architect at a energy/utilities company
It is not great. It's hard to get experts on the phone that understand your issues with the product, it's kind of a niche market. OCI seems to be a niche and every time I get someone working with me, they seem to know some of it, but there's one guy over there who knows it all. It's very bizarre. With reports, there's one guy at the company who it seems can spit out reports, at least the ones that we've been recommended. It's a complicated tool. It is hard to reach the right person who is knowledgeable about the tool. The product's complicated. View full review »
SystemsA3a53
Systems Administrator at a real estate/law firm with 1,001-5,000 employees
I have opened a few cases with NetApp support and, of course, I received valuable information. I was able to get through to the right person. View full review »
Gianfranco Lanza
Responsabile Data Management DC Area Nord Ovest at a tech services company with 501-1,000 employees
It is very good with a quick escalation process and delivery of new patches in a couple of weeks. View full review »
Seniostoe09976
Senior Storage Engineer at a transportation company with 10,001+ employees
It is very good. View full review »
Technolof236
Technology Consultant at a comms service provider with 10,001+ employees
We've used it extensively. They're awesome, very good. View full review »
Raul Sanchez
Storage and Backup Administrator at T-Systems
We can get support through their webpage or by calling and the support is good. They respond quickly, based on whether it's priority 1, priority 2, priority 3. In general, support is very fast. View full review »
AllainFlores
Engineer at TD
We go directly to our account manager, who we feel is knowledgeable and responsive, and put in the requirements there. View full review »
NasSystec1ae
Nas System Administrator at a tech company with 10,001+ employees
It takes a little bit of time to get through to them, but once we did, they are very good about making sure they get whatever issue you are running into taken care of. View full review »
Jose Perez
Performance Administrator at a tech services company with 10,001+ employees
I haven't used technical support because I haven't had any big issues. View full review »
Carter Beil
Storage Admin at ZF
We don't really use technical support for Insight. We haven't needed it. View full review »
Gary Yan
Staff Engineer at Trend Micro Inc.
That's good support. The response time is very quick. They have good documentation. They also respond by telephone and contact us directly. View full review »
Venkat Kotyada
Senior Storage Architect at a tech services company with 10,001+ employees
We use the tech support. They are good. We are able to get through, and they will follow up for anything they are not able to give us the solution to immediately. They will work with internally among themselves, then they will get back to us. View full review »
it_user328083
CIP System Engineer at a energy/utilities company with 1,001-5,000 employees
I haven't used technical support yet. View full review »
StorageAf5af
Storage Administrator at a energy/utilities company with 1,001-5,000 employees
I haven't used it. View full review »
Ivan Silva
Storage and VMware Expert at a comms service provider with 1,001-5,000 employees
The technical support is good. They solve the problems/issues that we have. View full review »

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