PRTG Network Monitor Customer Service and Technical Support

Anton James
IT Manager at Silverstring LTD
We've only had to use technical support a few times, because everything's been pretty sorted. But when we have contacted them we've literally had a call back within half an hour and the problem has been fixed, or they've walked it through and told me to read the manual. View full review »
Anthony Grant-Marston
Network Engineer at a tech vendor with 51-200 employees
The technical support seems to be quick, clever, and has a comprehensive knowledge base online, which is fantastic. We have never really had a point where we were like, "We want to do this," but PRTG was the limiting factor. If we do ever hit that point, which we do on occasion, the technical support is brilliant. You can go to the technical support, and say, "We want to achieve this." For example, we wanted to compare two links in completely different data centers. We wanted a way where could present a graph on the screen that would compare the two and see how they were doing against each other. We didn't know how to do it. We couldn't figure out how to do it, so we approached PRTG. They said, "It's fine. You just want to do a custom sensor and follow these steps." If we do ever hit walls, we go to the technical support. To be fair, we rarely seem to hit any walls. View full review »
Callum Williams
Systems Engineer at Converse Pharma Group
The technical support is very interactive. They've invited us to go down to the computer museum down in Milton Keynes, where they run trips. You can go down, they put on lunch, then have Q&A and a bit of a demo. They're very interactive people. They have active forums, as well. If you ask a question, it's not just the employees who will answer. Other key users like to get into the nitty-gritty stuff, which is really good. View full review »
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Jon Bowler
Cloud Engineer at Software Cloud Limited
We've not used technical support. View full review »
Daniel Cattigan
Infrastructure Team Lead at a leisure / travel company with 501-1,000 employees
The tech support has been fine. I haven't had any issues with the tech support at all. They tend to say, "You need to read this part of the manual." Generally, it's not the solution or the products in the role area. It's normally the way it's being deployed, the way it's being used, or if you're vastly oversubscribing certain areas of the system. It's just about knowing and being familiar with the system, then you don't have to really talk to tech support. Nine times out of ten, someone else will have already asked the same question on the PRTG forum as us. View full review »
Andy Shephard
Information Security Analyst at a financial services firm with 51-200 employees
The technical support has been excellent. We've predominantly raised support tickets but we've also gone through our account manager, and a couple of issues that we've had have been escalated. View full review »
Tim Deighton
Infrastructure Manager at a logistics company with 10,001+ employees
I haven't had that much reason to go to them. A colleague of mine primarily does the updates and patching version updates. We have had a couple of issues with incompatibility after the updates. Then, we have had cause to use the tech support. The issues aren't outstanding for too long. View full review »
Shirwan Khan
Infrastructure Engineer at Lookers plc
The technical support has been very good. Initially, when we did the setup, we called on support quite a bit. With NetFlow, which is the firewall monitoring, there was a lot to get into place and getting it visible within PRTG, but the support was a great help. View full review »
Chris Bentley
Senior Security Engineer at Fletchers Solicitors Ltd.
I don't think we've ever actually had to engage with technical support because we've never had any issues with it. That speaks for itself. View full review »
Adam Brown
Network Administrator at a construction company with 201-500 employees
I've never used their technical support. I've never needed to. I've never had problems that I couldn't fix myself. I do use the knowledge base online quite a bit, so that might count as technical support, but I have never contacted support. View full review »
Antony Gouldstone
Infrastructure Manager at a non-profit with 1,001-5,000 employees
We have contacted their tech support a few times, which is really good. They got back to us very quickly with a good level of technical knowledge. View full review »
David Ashcroft
IT Infrastructure Engineer at Runshaw College
We haven't used the tech support or the online resources. It has always just worked; it's always been fine. View full review »
AndrewWright1
IT Coordinator at ENGIE Renewables Ltd
I've only used the technical support a couple of times. There is a lot of information available on the forums. More than likely, if I have a problem, somebody else has had that same problem. The forums can help in that way to find a resolution. View full review »
GroupInffc1b
Group Information Security Manager at a comms service provider with 201-500 employees
There have been no real problems with tech support. We don't really need to go to them, the product takes care of itself. When we have needed them, they have been very responsive and gotten back to us quickly. View full review »
Graeme Barratt
Network Engineer
The technical support is good. They are fairly responsive. I have a ticket with them at the moment and am waiting to hear back on them, but it's all good. For online resources, I pretty much go to Google more than anything else, rather than a dedicated place. View full review »
NetworkE56d0
Network Engineer at a financial services firm with 201-500 employees
I've not had to use the tech support. I do use the online resources and, from that point of view, there seems to be a reasonably extensive knowledge library that answers any questions I've had to address. View full review »
Security66f5
Security Engineer at a health, wellness and fitness company with 5,001-10,000 employees
I haven't used the technical support. I haven't needed them. View full review »
Paul Farris
Infrastructure Analyst
We haven't had to resort to contacting tech support much over the years that we've been using it. When we have, they've always responded quickly and been very good at helping to resolve any issues. View full review »
Craig Williams
IT Manager at a marketing services firm with 51-200 employees
We have not used their technical support. View full review »
SystemsS1e9e
Systems Specialist at a manufacturing company with 1,001-5,000 employees
We haven't had to use technical support. View full review »
CyberSec188d
Cybersecurity Engineer at a tech services company
We have never really had to use them because the solution has been working that well. View full review »
Matthew Hancock
IT Manager at Berrys
I've never used their technical support, but I suppose that's a good reflection on the product itself. I've used it for quite a while. I just played around with it initially, it's pretty intuitive. I might google the odd problem I've had with it, and how to do this, that, and the other but most the time it's intuitive enough. View full review »
ShankarHN
IT Strategy, Management Consulting, Training and Development at a comms service provider with 1,001-5,000 employees
95% of the problems or more that we get from customers are solved locally. View full review »
Darryl Potgieter
Head of Technology Architecture - Head of Network and Security Centre of Excellence at a paper AND forest products with 10,001+ employees
I have never needed to use their technical support. View full review »
Rod Cushman
Network Manager with 201-500 employees
Tech support and sales have been great. View full review »
Find out what your peers are saying about Paessler AG, SolarWinds, Zabbix and others in Network Monitoring Software. Updated: October 2019.
372,124 professionals have used our research since 2012.
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