NetApp SnapCenter Customer Service and Technical Support

Aaron Isaacson
Storage Administrator at a aerospace/defense firm with 1,001-5,000 employees
I talked to technical support when we had the SMTP issue, to try and figure out a way to use domain-level authentication to send an SMTP message rather than just anonymously. And there was the time when I placed a ticket for the vCenter plug-ins, when I was trying to figure out why it wasn't working quite the way I expected between two different sites. NetApp has always had fantastic response. I get someone on the phone, we do a little preliminary work, and if we need something later, it's usually a matter of single-digit hours to get the higher-level support online. They can do WebEx and get right in there with you and take a look at it. They've got people who are cleared to work on classified networks and that type of environment as well. They've probably been the easiest company, of any of our vendors, that I've had to deal with. View full review »
Ivo Dissel
Senior Systems Administrator at a healthcare company with 5,001-10,000 employees
The technical engineers who work at NetApp, here in Amsterdam, are really helpful and willing to help. They're really nice guys and we have no problem with them at all. View full review »
Christian Gruetzner
Architect, Storage Services at All for One Steeb AG
We had some bugs. We always opened cases for them, or I had direct contact with the engineers. They were always fast. It was good working together. They were always interested in what the problem was and how to solve it with us. Our experience was that they're really good. View full review »
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Manuel Maurer
ICT System Engineer at a healthcare company with 1,001-5,000 employees
We haven't used tech support for SnapCenter. There is a lot of documentation and best-practices guides on NetApp. We use those, and then, if we have questions, we ask our partner because they already have experience with setups like this, which always makes it a bit quicker. We also have a support contract with them, with a few hours in there. Usually it's quicker for us to ask our partner, rather than call NetApp tech support. View full review »
Engineer at a non-profit with 201-500 employees
So far, technical support has been decent, it's been good. Every time we bring up an issue that we're having, they say we have to upgrade to another version, but the version's not quite out. I think they're writing solutions to some of our kinks into the product, which is good, but I wish that they would just tell us that. View full review »
Senior Systems Engineer at a tech services company with 51-200 employees
NetApp technical support is struggling. I've been using NetApp for several years. Maybe it's because support is outsourced, but I wish there were different degrees of support we could call into. I find that I'm starting on "page one" with support and I'm answering the same questions over and over. It takes a while before the ticket actually reaches someone who has the required level of experience and we can actually start working on the problem. I feel there is definitely room for improvement in tech support. View full review »
Matthieu Devulder
Support Manager at a tech services company with 11-50 employees
I use their tech support on a daily basis. Lately, we have experienced many changes. In the past, we were able to directly access level two but that's over. Nowadays, we always need to go through level one. For us, it's a pain and a waste of time because NetApp wants us to be highly certified. We've got here a big team that is very knowledgeable about NetApp solutions, meaning the whole portfolio. At the end of the day, it's somewhat frustrating for us because when we do engage NetApp, it is because we cannot be completely autonomous. But by that point, we have already taken many troubleshooting steps. Especially for the end customers, when we don't have a solution and we have to open a case with NetApp support, often they get the feeling it's something of a "rerun," because most of the time they need to do the same steps that we already did ourselves. We are trying to hide that process and make it seamless, but sometimes it does end up with a big waste of time and it's a bit frustrating. I have spoken about these kinds of concerns many times already with the department managers. They moved all the service providers to this new scheme. It was a corporate decision and we just have to comply. Every authorized service partner, nowadays, is forced to go through level one. View full review »
Rostislav Pilka
Senior Systems Engineer at Our Space Appliances
We have been very satisfied with the technical support's help. Their knowledge level is great. For a noncritical question, they will get back to us within a day. View full review »
Keith Alioto
Lead Storage Engineer at a tech services company with 10,001+ employees
The support has been phenomenal. NetApp's support is the best. They always solve the problem. They are always treating us like we're their only customer. When we had something that was a problem, that they hadn't experienced, they coordinated a call with the developers of the product and we ended up getting it fixed. We encountered something that they hadn't seen before. It ended up being a patch for other people. It's been a fantastic process and product for us. View full review »
Yanuar Priambodo
Technical Service Engineer at Comsys Telecom & Media
Technical support is good. They are responsive and really helpful. If I want, I can contact them directly. View full review »
Nikolay Gorbunov
Lead Engineer at a integrator with 201-500 employees
We have used tech support and it has helped us in every case. It's very good. View full review »
Edgars Jansons
Storage Architect at a tech services company with 11-50 employees
Technical support is good, but it just depends on how difficult the case is. I have problems with the documentation, for connecting new shelves to the old FAS models. The case is marked "resolved," but I haven't received the documentation. View full review »
IT Manager at a tech company with 51-200 employees
We haven't had to use technical support for SnapCenter yet. View full review »
Sr. Unix Systems and Storage Administrator at a retailer with 51-200 employees
Because of our prior experience with SnapManager, we had a smooth transition to SnapCenter. When we had a need to reach out to technical support we would work directly with level-2 or global support engineers who are knowledgeable about the product. View full review »
Storage Architect at Arrow Electronics, Inc
I have used NetApp's technical support for this solution and it went very well. They asked me for some logs, identified the problem - we easily got to the point, where the issue was - and the problem was resolved. View full review »
Storage Engineer at a pharma/biotech company with 10,001+ employees
We had to engage the engineering teams on this one point, and the support that we received from NetApp was awesome. View full review »
Arnold Romeijn
Technical Architect at a tech services company with 201-500 employees
Tech support is good, in general: good to very good. View full review »
Storage Architect at a software R&D company with 51-200 employees
Depends on the technician on the phone. We’ve had both good and bad experiences. View full review »
Storage Engineer at a pharma/biotech company with 10,001+ employees
We have experience some difficulties with our current support. We are engaging in engineering level support because some of our problems are more technical. View full review »
Sr Systems Engineer at a tech services company with 51-200 employees
I have not had to use NetApp support. As far as our customers are concerned, we are the NetApp representative. View full review »
Find out what your peers are saying about NetApp, Veeam Software, Cohesity and others in Backup and Recovery Software. Updated: November 2019.
379,343 professionals have used our research since 2012.
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