NetApp Snapshot Customer Service and Technical Support

GeorgeAjayi
CEO at BDPR Technologies Limited
When it comes to the technical support system, they keep tabs on whatever they know has been reported and what has been resolved as far as bugs. They know what patches or updates were issued to resolve the problem. If you have any issues, you report them straight-away. All the people within the loop of the support team are copied on the report so they all know what is going on. That information is also available to the central support family as if you have one dedicated technical service representative. They take immediate action to make sure that whatever problem has been reported is taken care of within the specified time that you purchase from NetApp. So if you purchase to have a resolution within four hours or within twelve hours, as long as the fix is available, you will receive your resolution within that time. To the best of my knowledge, NetApp has been able to keep to those timelines and meet the demands. If it is the next delivery day, then they will send the bug fix to your office. It is very easy to repair things. You locate the component that needs to be replaced, you remove it and put in the new one and you are ready to go, straight-away. It is very easy. View full review »
reviewer1157766
Solution Architect at a tech services company with 51-200 employees
Claims from my colleagues concur that they are not entirely happy with the level of global support. I cannot say that NetApp support is bad because it's not. But, for example, my colleague from Russia claims that they had some problems conversing with and getting support in some cases. Not all cases. It highly depends on the country and your location as to whether support is available during convenient hours. But another problem, for example, is the availability of spare parts. Some hardware and spare parts are available subject to local customs procedures. So, when someone makes a claim that support procedures are slow, it may not be NetApp that is the problem because they can not do anything about the customs. It's a problem caused by local laws, maybe the importers, maybe customs, maybe someone else and not the vendor at all. Blame about slow support may be getting put on the company when it is not their problem at all. View full review »
reviewer997818
Solutions Engineer with 10,001+ employees
Technical support is good. However, sometimes we are put in touch with an agent that is not so knowledgable. View full review »
Learn what your peers think about NetApp Snapshot. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
431,275 professionals have used our research since 2012.
Manuel Costa
System Administrator - Infrastructure Area Coordinator at a media company with 501-1,000 employees
Their technical support is very good. View full review »
reviewer973797
Head of Unit at a tech services company with 1,001-5,000 employees
I think that technical support is very helpful. If I have a problem, they contact me and help me solve it. View full review »
reviewer1082121
Software Engineer at a tech services company with 201-500 employees
We have had to contact technical support a couple of times because of some issues that we were facing, and we are satisfied with the support. Our issues were resolved. View full review »
OkanGursoy
Storage & Backup Expert at 4S Bilisim
The solution has been working so I haven't had to contact technical support. View full review »
reviewer1027800
Manager with 11-50 employees
The technical support is very good and I will rate it ten out of ten. View full review »
reviewer1131534
System Administration Supervisor at a non-tech company with 11-50 employees
Technical support was good. We used them when we were upgrading the solution. View full review »
Learn what your peers think about NetApp Snapshot. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
431,275 professionals have used our research since 2012.