The customer support is pretty good. 

Support is fine. We do not use high-level support. The support team is quite supportive.

They have a quick turn around but to dig into the actual information takes time, based on the Severity.

First level of technical support would not be that effective (based on own observation).

The technical support is exquisite.

This is a company that really listens to its customers. I am very happy with our relationship.

VMware's technical support is probably the best I've seen.

I would rate technical support as good and there is not much technical expertise at the start of the SR.

On a scale of 10 I would rate it as 7

On a scale of 10 I would rate it as 8

8/10 we had a technician come out on a new year in 2012 to fix some hardware failure.

The service and support we’ve received from both Pivotal and EMC has been exemplary. The exceptions to this would be:

1. The EMC Request for Product Qualification (RPQ) process – EMC DCA support is contingent upon EMC approval of all third party software installed onto a DCA. There have been times that this approval has taken as long as 60 days to process.
2. Root Cause Analysis of Greenplum Database Incidents – When Greenplum Database incidents have occurred (e.g. primary database segments failing over to their backup), and Pivotal has been called for support, the response has been near immediate (30 minutes or less). Additionally, the incident resolution provided has been equally expedient. Where this has caused some disappointment is the response to our request for a root cause of the incident. These requests tend to queue up and we don’t seem to get answers beyond the typical vendor response of “that’s been fixed in the next release”.

To this point, I have referenced the material on the website but have not really interacted with technical support.

We had a pre-sales consultant who provided end-end solution about the product. Also, he was working with our data and clearly demonstrated the advantages of Greenplum. After we purchased the product, we were provided a full time consultant who had extensive knowledge about the product. He was primarily responsible for providing hands on experience on projects and also did excellent job of teaching everyone and bringing everyone up to the speed on the new platform. We also had a technical person offshore who was responsible for fixing things if something breaks up or any other issues.

We use the VMware Tanzu Greenplum support directly, the community for open source Greenplum database. I rate it a seven out of ten.

Tech support is average. They lack information about new features in the new releases and the possible impact of them.

We hired one DB admin for Greenplum. If he faces any issues he opens tickets with the vendor, but most of the issues, 90% of them, he is able to solve without support.

The response is fairly good but would like more support from the R&D on more complex issues. Also, they need to ensure there are logs that can be used without causing any downtimes to the system for any case analysis.

The community around GreenPlum is very small, making it difficult to learn from others experience via forums or blog posts.

Technical support is excellent.

I have not raised any service issues/tech queries, so I can’t really say.

Customer service is OK.

Technical support is OK.

Excellent.

Excellent.

Very good. Response times are good for service calls.

The ongoing response from their support on certain technical issues has been slow. It would help if we can have a faster turn-around here.

We have not been in touch with technical support for this solution.

Good. I would give their technical support a seven out of 10.

It's very poor.

It's very poor.

Their technical support is great.

8/10

8/10

It's good.

It's good.

Nothing to complain about.

Nothing to complain about.

Technical support is very good. The model they are using to fund the development of their open-source product is via revenue from support for enterprise customers, so they are very attentive when issues arise.