When we set up the solution we did not require a lot of support from the teams. The good thing about the support is they can access and upgrade the framework and all other aspects. However, the account managers from Pure Storage are not communicating very well with us. We want to talk to them about what features should be used, use cases, best practices, and other technical discussions. Additionally, we would like to know about the new features, the introduction of new technology in the storage itself. 

It would be nice if they could communicate this information to us.

The support is very good. They always call us for technical upgrades and firmware. If we have any issues they log in and we open a session for them, and they help us. The only issue is the time zone difference between our time zone and their time zone.

I would rate the support from Pure Storage FlashArray a five out of five.

I would give a ten out of ten for the technical support of the tool. The solution has got good support and has always been able to help us.

The technical support is very easy to work with. 

Technical support is very good. They are helpful and responsive. 

We've never really had to call tech support for this product as we haven't had any issues. I attribute that to these guys paying attention to everything, every single detail, to make sure that their product is seamless.

Technical support was good. We’ve contacted them multiple times and they were great. They have been helpful every time.

The support is okay.

I have not used support often but my experience was good.

I rate the support of Pure Storage FlashArray an eight out of ten.

I have spoken a lot to technical presales, and it's been fantastic.

They have very good technical support. The support model was great. They usually had things resolved in under four hours. Service is very fast.

The support is amazing.

I rate the solution's technical support a ten out of ten.

I haven't had any need to make use of the technical support team yet.

From what I have heard, the technical support has been good.

I would rate them really high. On a scale of one to five, I'd give them a four.

The response from the technical support team is very good. We have not found any difficulties with their ability or engagement.

Their regular support is good. With gold support, Pure's support personnel takes care of both software and hardware upgrades. The only difference between free support and gold support is that you don't get free hardware upgrades with free support. If I understand the offering correctly, software upgrades are still included. 

We've been incredibly happy with their tech support. There was even an instance where we were having an unrelated problem with our production Oracle Databases. If you can imagine having your production Oracle Databases randomly reboot approximately every 12 to 17 hours for no reason that you can figure out. It tends to be something approaching a resumé-generating experience. Out of the blue, we received a proactive, spontaneous call from Pure Storage support saying, "We're observing something weird on one of your Fibre Channel connections. We think you should take a look at this one SFP optical connector on this one channel, because we're seeing stuff on the array which looks unusual." We looked and it turned out to be the problem. We were having this timing error that was causing our databases (because they were clustered) to lose track of the fact that they were part of a cluster. They would just reboot. Pure Storage support, using their phone-home data analytics, solved it, proactively.

They even showed up at our office, just in case it was the Pure Storage array's SFP, not the one in our fibre-channel switch. Our salesperson and sales engineer showed up within an hour at our location with a replacement SFP that we didn't even need. 

Therefore, we are very happy with their tech support.

The technical support from Pure Storage FlashArray is perfect. If we have some trouble or we need to change something, we need to ask for support and they are helpful and answered immediately. 

I rate the technical support from Pure Storage FlashArray a five out of five.

The technical support is fantastic and proactive.

I haven't had to use their technical support much. The few times I had to call them, they were very responsive. I was happy with them. 

The support from Pure Storage FlashArray is very good.

The support from Pure Storage Flash Array is amazing. I have never seen a vendor support a product this well. They knew challenges even before my team was able to figure them out.

They are very good, but we are a large enough customer. We always deal with the same people, so it's not like we're going into the tier one service desk.

The solution's technical support is good. I rate the technical support a nine to ten out of ten.

I've used their technical support and would say that it's excellent. I would give them a ten out of ten. 

It has been great; easy to work with to resolve cases or perform upgrades.

It has been really easy to use. Their support has been very helpful.

Their technical support is great. 

Pure Storage's tech support is excellent. They use AI effectively, and their support team is highly reliable and responsive. Our customers have experienced no issues with their support.

Our experience with customer service and support has been very good. It is very good even though they are still growing, and they are very responsive to issues. They promise a 15-minute response time and are very good at keeping that promise.

Technical support has been amazing. I have yet to meet or talk to anyone who is not super knowledgeable. The only time I entertained any doubts, whatsoever, is when V-Vaults first came out. Certain people were not very familiar with it, but this was short lived. As we were extremely early adopters of V-Vault, training was provided fairly quickly. While the general tech support was not up to snuff, within a month or two they were all trained. Since then, there have been no issues to report. 

I have never contacted technical support for this solution.

I've dealt with technical support previously. Their response is fast and mostly very, very helpful. We just need to enable the remote console on the array and then they just can easily troubleshoot by themselves. That way, we do not need more time to work with them. They just fix the problem for us.

Technical support has been awesome. Sometimes, they've let us know about problems before we've even known that they were there.

Technical support is good, but not as good as we would like. We have to get our Pure account team involved often, and they are stars. That always solves the problem. Support is available 24/7, but sometimes they're not as detail-oriented as we would like in investigating problems.

Their support system has insight into errors on our SAN fabric that we can't see. They've brought attention to and raised awareness for us about things that we couldn't see, when we were experiencing problems. They helped us figure out how to fix them, helped us coordinate. They did not need to do that. It's just stellar support.

They're taking really good care of us. Their support is on the ball. They're proactive.

Technical support is good. I get pre-preemptive notices from Pure Storage support. They will notify me to check certain parts because there may be a possibility of an issue arising with those parts. I'll know to take a look at the data center and from there I will be able to tell whether or not it's a false alarm or it's an issue that's about to arise. The pre-emptive warning is helpful for us. 

I have not used the tech support.

The technical support is very good.

Technical support is very good. We have a dedicated person who helps us which has been a good experience. 

We have been in contact with technical support a couple of times. They are quick to respond and we are very happy with the customer support team.

The support plan makes it simple to plan ahead.

The technical support is awesome, and there's a lot of documentation available online.

The technical support comes out of one single stop. It is very helpful to have one single number to contact.

We have our dedicated resources that we have reached out to, but because there have really been no issues with anything, we're not on the phone with them constantly. Whenever we have had an issue or question, someone is always very responsive. They even come onsite for major issues, such as an NOS upgrade, just to hand-walk us through what we're doing.

Customer Service:

10/10 for Pure Storage.

6/10 for IBM.

Technical Support:

Pure Storage is excellent, while IBM is only average.

I have used the support from Pure Storage FlashArray.

I rate the support from Pure Storage FlashArray a nine out of ten.

The technical support for Pure Storage FlashArray is good. Support is quick and responsible. We get quick responses from the team.

From the feedback I've gotten, for the most part, the technical support has been quite good. They know their product quite well and they've been quite responsive. We are satisfied with the support.

The technical support is 100% and they respond really quickly. Their Evergreen support plan is astonishing. They are a leader in this regard.

I have used Pure's tech support quite a few times. It's probably the best tech support experience that I've had. I love that, by utilizing Pure's SaaS platform, they let me know about problems that they've seen with other customers who are using the same version of the software or the same model array. They reach out proactively and say, "Hey, we've seen these kinds of things happen with other customers. You should do X to fix this so you don't experience the problems." It's something that most storage companies don't do nowadays. They make my job easier by being really proactive.

Technical support is pretty good. They helped us with a holiday show in case we needed anything. So far, the product is doing well with less downtime, so we didn't have that much opportunity to use support. But anytime we've needed them, it's pretty good and all the issues are dealt with much faster.

The technical support has been pretty good. The support team is available all the time and they seem to know what they are doing.

The technical support is fair and the team was helpful.

I haven't had a lot of direct interaction with their support but VMware is very good.

The technical support did a good on the one issue that we contact them for (the power supply).

We haven’t had to use it. We ran into some issues, but found their technical engineer not as good as Nimble Storage's.

The technical support is very good.

Excellent.

Technical support needs improvement.

With respect to them being able to respond, they're more marketing people, less technical. Some of these technical SMEs who I've worked with on Pure Storage, they're really good. However, overall, some accounts still have that thing in their mind that the support isn't as great as some of the bigger companies like Dell or HPE.

That said, that's not the experience for me.

The support is very good they quickly react to problems.

Their support is very good, first-class. 

Technical support for this solution is excellent.

The technical support is great.

The technical support is okay, but could be improved.

Tech support is helpful when needed.

We don't use the tech support, but we have an in-house engineer in one of our offices.

Technical support is great. They will dive in deep with your team to figure out what is causing the problem for them and find the root cause.

I wish they could collaborate more with the other vendors internally, instead of us opening cases with Cisco, HPE, VMware, etc.

The support is excellent.

Technical support has been very helpful throughout the process. They can assist during the setup process. They make everything very easy.

I had to contact customer support when a drive failed as I was doing a couple of OS upgrades. The service was pretty good. They knew what the problem was and they were able to remove in by enabling remote features. They shipped out a replacement and we swapped it out and shipped it back. I am satisfied with the technical support.

I can't even remember dealing with technical support. 

Technical support is very good. We are very pleased with support. We think that it's probably one of the best vendors we work with, as far as support goes; compared to NetApp, for example. Pure storage support people are very responsive and knowledgeable.

I'm satisfied with the support. Comparatively, it matches with Windows. I don't see any difference in the levels of technical support. 

We have only used the technical support for upgrades. They respond very quickly and are efficient at what they do.

Pure Storage has proven to be proactive with support. Even when we have small problems, they open a support case before we even notify them that there has been an actual issue.

We receive good quality of support from the first line of support, so we don't need to escalate or wait through a long process.

Their technical support is excellent. It's the best out of any of the vendors we work with. 

The guys in technical support are great. They're on the money. Our client, Chapman University, is on a first-name basis with the Pure support guys. You get really good interactive support from the Pure team.

We have a close relationship with customer support and they are good. 

It is very good.

Technical support is great. They are helpful and responsive. We're quite satisfied with the level of support they offer customers. 

Technical support has been good. We haven't had any issues so far with them. We are satisfied with the level of service. 

Their technical support is good.

When we've had issues, technical support has been really good about resolving them quickly. I was on the call with them when we had the issue with the controller, and they were very, very helpful.

The support is great. The support has been amazing.

I would rate the technical support as a ten out of ten.

We only use tech support infrequently. We don't need to call them. It's easy to use, straightforward. Once it's set up, it does what we need it to do.

I have not used the technical support.

We've had to use tech support on a number of occasions. They did everything remotely and talked us all the way through. They fixed the issue within 30 minutes. Every single time we contact them, they're perfect. I would give their technical support a ten out of ten. 

The technical support is very good.

It has very good support.

We have an in-house engineer in one of our onsite offices.

Pure support is very proactive. They monitor our infrastructure in real-time, so they respond before we even open a ticket.

Their technical support is excellent. Once we raise a ticket, they respond very quickly. Even better, their support is proactive. In most cases, they are the ones contacting us, not the other way around.

The technical support is strong and responsive. I would say response is probably the most important. 

The technical support is really good. They are really responsive. For the call that we had, we had a call back within 15 to 20 minutes.

We have only used the remote technical support in the case of the disk. They are very good. They acknowledged the problem quickly, identified it, and are always asking and seeing things, which in some cases, are more difficult for us to see.

The support is good.

We had to open a ticket with their technical support. We needed to get NIST certified and we had some of our storage on that PRA and we had to be done at the end of the year 2017 so we were in constant contact with support to ensure that we were going to meet all the requirements. In the end, we did hit that date.

Customer service has been outstanding. During the HA testing in the POC period we had people contacting us to verify that status of the array before we had completed the testing phase. They are thorough and capable.

Implementation was flawless and any remote support they handled any questions we had with ease. There really haven’t been issues of any nature that required much technical savvy though.

I have not contacted technical support.

My main point of contact has been the reseller.

I haven't had much to do with technical support. Typically, we'll deploy it for our customer and hand it over, and then they'll manage it from there.

We've used tech support and we have found it to be very favorable.

We will usually hit up technical support for something that's not too major. We've never had a SEV1 outage with Pure but we've enabled remote support. They log in and they're good to go.

We've used them a few times, mainly with upgrades. They are quite responsive and our local team was pretty good.

Pure did help us by coming onsite and deploying it.

I have used the technical support through the phone and online tool. I used them to upgrade the software, which work okay (as it was designed).

The technical support team provided the help that we needed.

Technical support is very responsive. We had an SSD fail and they replaced it within 24 hours.

Their technical support is great. We don't have to contact them frequently because we don't have many problems. 

The support has been very good from Pure Storage FlashArray.

I would evaluate the technical support as good, I have a team who calls in for support, if there an issue. They have not complained to me about any problems.

The support has been good.

I contact technical support from time to time. They have been pretty good. I have the mobile phone for one of the tech support guys, so I call him. He usually gets the ground troops rallied if need be, so the support has been good.

Compared with other products, Pure's technical support is as good as anyone's, probably better. They have tools where the customer can see for themselves the performance and the statistics from the solution, so support is first-class. There are some third-party companies, that evaluate the technical support of different companies, and Pure ranks number one.

The vendor was helpful during our implementation.

The technical support is very fast.

The technical support has been fantastic.

We are currently having a situation where one of our VMware hosts is not being detected. It has been told to us that it has been presented to Pure, but the VMware host is not capable of seeing it. The support has been working with us, although it's not an instant fix.

Customer Service:

I would rate the customer service as very high.

Technical Support:

They are all skilled. They upgraded the storage firmware from remote every time we asked via a phone appointment.

Their support and customer service is excellent. They monitored our storage arrays and knew about issues we had when they were reported. They assisted and made themselves available for some work where help was needed.

I would rate their level of support an 8/10. Only because issues require escalation during off hours, but they do respond when issues are escalated.

The technical support is very good.

I haven't contacted their technical support firsthand. 

Technical support is excellent. I've had very good responses from technical support. We had a couple of cases where we needed support. Some of the communications were purely over email and some has been an actual call to the service desk. 

Technical support is great. They make it simple.

We haven't needed to contact customer support. 

While the technical support is good, they are not as good as we would like them to be. We often have to get our account team involved, who are stars. This always solves the problem. Support is available 24/7, but sometimes not as detail-oriented in investigating problems. E.g., we get our Account Team involved to manage the engineers involved and figure out what the problem was. Support is not perfect.

Their technical support is good. We had issues that they resolved quickly. 

The business partner performing the support/customer service is very knowledgeable and they even perform weekly visits to determine if all is well.

Technical support is very helpful and the relevant Subject Matter Experts (SMEs) are readily available globally.

Technical support is very good.

I haven't needed to use support. My employees say their support very good.

I don't interface with technical support too much. Overall whenever I've had to interface with technical support it's always been a very positive experience.

The technical support is great.

Very good.We did a PoC.

Excellent. Best of any of the vendors we work with.

Technical support is good. They are proactive about the upgrades and reactive when we have any issues.

I have interacted with them. They respond very fast to our queries.