NETSCOUT nGeniusONE Customer Service and Technical Support

Dominic Nazzise
Network Operations Engineer at a government with 10,001+ employees
For any issues that we've ever had, we've gone directly through our sales engineer and directly with NETSCOUT. As far as customer service goes, getting everything set up, and with any issues we've had since we started using the nGeniusONE, they've always been great with helping out and getting us completely taken care of, without having to go to a third-party. Typically the response time is same day, depending on when I call or send an email. I understand that they've got other clients, so 24-hour turnaround is what I've experienced. It's been really good, and that's going directly to our account rep and our sales engineer. The times that I've gone to NETSCOUT technical services, I have been on the phone waiting for an engineer to help me out for five minutes, if that. The customer service part has been really good. The last issue was doing an upgrade on our nGeniusONE server. We were having some issues with getting the upgrade to take on the server from our end. It turned out that we missed an upgrade in between. That's when we called up the technical support and they actually had us upgraded in about 30 minutes after the phone call was made. View full review »
John Criddle
Senior Director of Enterprise IT Operations at a healthcare company with 10,001+ employees
Tech support has been good. We have a local pre-sales engineer and he's very helpful. He comes onsite on a regular basis, and we work with him if we're trying to do anything with new feature functions. He's helped us build some of the dashboards and done some training with the staff. He's readily available. He's local so he's here within a day or two if we need something. We're not bringing him in if we need a break-fix, we're bringing him in for enhancement of dashboards or application monitors. View full review »
Daniel Gattey
Network Analyst
Tech support started off poorly a few years ago, when we first implemented this, but I don't think we had the right resources on hand. In the last year, my company has worked directly with an OSC onsite, and the support has been much better. View full review »
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Mike Ostrander
Data Communications Engineering Manager at a government with 10,001+ employees
We have a relationship with a NETSCOUT engineer, so I usually just email him or call him, or email or call our rep, and they get us an engineer right away. I think that type of direct relationship with an engineer at NETSCOUT is a common scenario because in speaking with him, he talks about similar interaction with other customers in this region. I have used their support via a ticket. Their response is quick, and they usually just get us right over to the local engineer. It can usually be resolved without escalating. View full review »
Manuel Ayala
Global Telecom Operations Director at a aerospace/defense firm with 10,001+ employees
Technical support is great. But then again, I would expect it to be great because I'm paying a fortune just to have a dedicated contractor from NETSCOUT in my office, to be available. But I don't know if we'd have the same level of support, I don't know if it would be as easy to improve and patch and continue with the operation, if I were not paying for dedicated support. On a scale of zero to ten, I would say support is a five. I don't think many tools out there in the market require having a dedicated person just to support a monitoring tool. View full review »
Elias Lolei
Network Specialest at a comms service provider with 10,001+ employees
Technical support is great. We have a dedicated team. We have two SEs onsite who work with us, plus the support engineer. With those three, we have great support. View full review »
Patricia Bertrand
General IT Manager at a comms service provider with 10,001+ employees
The technical support is very good. We are well supported by the team. Even with the PULSE - I am new on this team, I have been here less than a year - they were there all the time, on a regular basis, to provide support on that completely new application for us. We were asking very simple questions and they were always there for us. It's been a great collaboration. View full review »
Ron Robinson
Network Engineer at a financial services firm with 1,001-5,000 employees
Technical support is very responsive. We have two people onsite that we pay. They work for NETSCOUT and they're very helpful. View full review »
Anand Thakur
Senior Manager at a comms service provider with 1,001-5,000 employees
Technical support is very good. Our support engineers from NETSCOUT have been very easy to work with, and always very helpful. View full review »
Derrick Ode
Technical Lead at a transportation company with 1,001-5,000 employees
Technical support is very good. View full review »
NetworkE7c4a
Network Engineer at a insurance company with 1,001-5,000 employees
Technical support is superior among most of the support centers that I have dealt with. View full review »
George Dohanich
Telecom Design Engineer at a comms service provider with 10,001+ employees
Technical support is good. We've got good onsite support and those guys are generally available. View full review »
Javier Cobian
Network Engineer at a K-12 educational company or school with 10,001+ employees
Technical support has been pretty amazing with me. Every time I call, every time I contact my SE, they answer right away, so I've been pretty happy with that. View full review »
Joe Jaskolski
Reginal Switch Manager at a comms service provider with 5,001-10,000 employees
We have NETSCOUT personnel who are assigned to USA Cellular. We have an associate, Joe Dockery, who is always at our disposal. We get good help. View full review »
Robert Lew
Automation Engineer at a comms service provider with 5,001-10,000 employees
We do have two onsite NETSCOUT engineers, who are excellent. Especially when we encounter an issue, we tell them right away, "We have an issue. Can you fix it?" We don't have to wait a few days for something to be solved. View full review »
NetworkE27c4
Network Engineer at a tech vendor with 5,001-10,000 employees
The technical support is excellent. View full review »
SeniorSt8b8f
Senior Staff Engineer at a comms service provider with 1,001-5,000 employees
The technical support is mostly good. They could improve a bit with quicker responses for early on questions. What I think are simple questions are taking a long time to get answers to. View full review »
Chris Hannaford
Solutions Architect at a financial services firm with 1,001-5,000 employees
I haven't had to use technical support yet. View full review »
Andy Hsu
Network Design and Engineer at a financial services firm with 501-1,000 employees
The tech support team has been helpful. They are easy to engage and they're willing to engage the resources that we need to communicate with. I have no complaint about them. View full review »
SeniorDe48c0
Senior Designer with 10,001+ employees
The technical support is OK. While it is not outstanding, we don't have any complaints. View full review »
Mike Vandergriff
Telecom Tech with 1,001-5,000 employees
I'm sure it's great, but I haven't had to deal with technical support. I'm a technician. View full review »
SystemsAc34f
Systems Architect at a tech services company with 10,001+ employees
The technical support has been superb, so far. We have a sales engineer who works directly with us. He has been awesome. View full review »
Manager6461
Manager at a energy/utilities company with 10,001+ employees
The technical support has been very attentive and responsive to our needs when I have called. View full review »
NetworkEaa62
Network Engineer at a tech services company with 10,001+ employees
We have an on staff SE. He is one of the top guys around and excellent to work with. I deal with him all the time. View full review »
Principa41c2
Principal SIP Engineer
I don't directly use their technical support. View full review »
LeadsSys204c
Leads System Engineer at a tech services company with 5,001-10,000 employees
We have had very good support from the NETSCOUT team. View full review »
Find out what your peers are saying about NETSCOUT, SolarWinds, Riverbed and others in Network Monitoring Software. Updated: June 2019.
353,012 professionals have used our research since 2012.
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