Pure Storage FlashArray Customer Service and Technical Support

SrManagee02f
Sr Manager at a manufacturing company with 1,001-5,000 employees
I have never contacted technical support for this solution. View full review »
James-Kelly
Senior Systems Administrator for Research at Chapman University
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. View full review »
Thayne Yost
Senior Network Engineer at US Dept of Energy Idaho Operations Office
The technical support is very easy to work with. View full review »
Find out what your peers are saying about Pure Storage, NetApp, Hewlett Packard Enterprise and others in All-Flash Storage Arrays. Updated: November 2019.
383,981 professionals have used our research since 2012.
SeniorMa7726
Senior Manager of Technical Alliances at a tech vendor with 1,001-5,000 employees
The support is great. The support has been amazing. View full review »
Marlin McNeil
CTO at a tech services company with 1-10 employees
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. View full review »
Virgilio Albert
Owner at a tech services company with 51-200 employees
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. View full review »
Sre61c6
SRE at a tech company with 1,001-5,000 employees
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. View full review »
CloudAdm1d74
Cloud Administrator at a tech services company with 51-200 employees
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. View full review »
ITsuper677
IT Supervisor at a insurance company with 501-1,000 employees
We have only used the technical support for upgrades. They respond very quickly and are efficient at what they do. View full review »
SystemEnd4f8
System Engineer at a consultancy with 5,001-10,000 employees
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. View full review »
Infrastr31b9
Infrastructure Architect at a government with 1,001-5,000 employees
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. View full review »
Sean Bettencourt
Supervisor of Systems Engineering at a software R&D company with 501-1,000 employees
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. View full review »
TeamLeadc75a
Team Lead at a tech services company with 51-200 employees
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. View full review »
Rujuswami Gandhi
Associate Director of Cloud Engineering at ZS
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. View full review »
DBA0bbf
DBA at a financial services firm with 1,001-5,000 employees
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. View full review »
Thomas Charewicz
Systems Engineer at a tech services company with 501-1,000 employees
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. View full review »
SeniorVib215
Senior Vituralization Manager at a financial services firm with 10,001+ employees
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. View full review »
SrITAnal8af3
Sr IT Analyst at a local government
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. View full review »
SysAdmin3d53
Sys Admin at a consultancy with 1,001-5,000 employees
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. View full review »
ITDirect71e2
IT Director at a tech services company with 51-200 employees
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. View full review »
Infrastr0f81
Infrastructure Manager at a insurance company with 501-1,000 employees
Their technical support is excellent. It's the best out of any of the vendors we work with. View full review »
Sarkis Kotelyan
System Administrator at VERIFI
The technical support did a good on the one issue that we contact them for (the power supply). View full review »
SeniorMa0c72
Senior Manager of IT Infrastructure at a K-12 educational company or school with 10,001+ employees
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. View full review »
Infrastrcbc2
Infrastructure Architect at a health, wellness and fitness company with 1,001-5,000 employees
Their technical support is good. View full review »
Andrea Spaziani
Chief Information, Facility, Purchasing and Services Manager at Roma Metropolitane S.r.l.
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. View full review »
Kelvin Foo
APAC System manager at a pharma/biotech company with 1,001-5,000 employees
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. View full review »
SysAdm3408
System Administrator at a financial services firm with 1,001-5,000 employees
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. View full review »
Chaan Beard
Senior Data Center Solutions Architect at ChaanBeard.com
I've used their technical support and would say that it's excellent. I would give them a ten out of ten. View full review »
Rob Wysocki
Infrastructure Engineer at Paylocity
The technical support is strong and responsive. I would say response is probably the most important. View full review »
Jerome Deliege
Head of Infrastructure Architecture at a tech services company with 5,001-10,000 employees
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. View full review »
SystemsA417a
Systems Admin at a government with 1,001-5,000 employees
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. View full review »
Jim-Davis
Director of IT at a healthcare company with 1,001-5,000 employees
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. View full review »
Tim Kovars
Sr. Systems Engineer at Quarles & Brady LLP
It has been great; easy to work with to resolve cases or perform upgrades. View full review »
Architec2276
Architect at a financial services firm with 10,001+ employees
The technical support has been pretty good. The support team is available all the time and they seem to know what they are doing. View full review »
Peter Golledge
Unix and storage manager at a comms service provider with 1,001-5,000 employees
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. View full review »
Parikshit Goutam
IT Manager at a consultancy with 5,001-10,000 employees
Technical support is very good. We have a dedicated person who helps us which has been a good experience. View full review »
Alberto Zanon
CIO at NGS srl
It has very good support. View full review »
SystemsA5733
Systems Analyst at a government with 501-1,000 employees
We've used them a few times, mainly with upgrades. They are quite responsive and our local team was pretty good. View full review »
IctAndSebb6d
ICT and Security Specialist at a comms service provider with 10,001+ employees
Their support is very good, first-class. View full review »
DeputyEx7942
Deputy Executive Officer at a transportation company with 5,001-10,000 employees
Technical support is great. They make it simple. View full review »
Jon Waite
CTO at CCL
David Fong
Sr System Engineer at Stanford University
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. View full review »
QaEngine77f9
QA Engineer at a tech vendor with 11-50 employees
We have an in-house engineer in one of our onsite offices. View full review »
Michael Raunig
System Engineer at a consultancy with 1,001-5,000 employees
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. View full review »
RameshGanesan
Senior Director of Databases at a health, wellness and fitness company with 501-1,000 employees
I have not used the tech support. View full review »
HeadOfIn50e7
Head of Infrastructure at a health, wellness and fitness company with 1,001-5,000 employees
The technical support is fair and the team was helpful. View full review »
SocialAr4d8e
Architect at a tech services company with 51-200 employees
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. View full review »
RobertJones
Associate Director of Computing Services at Carnegie Mellon University
From what I have heard, the technical support has been good. View full review »
SystemAd0ccc
System Administrator at a government with 1,001-5,000 employees
Their technical support is great. View full review »
Technicab541
Technical Marketing Engineer at a tech company with 51-200 employees
The technical support comes out of one single stop. It is very helpful to have one single number to contact. View full review »
Melissa Burg
Director of MIS at Watson Clinic
Tech support is helpful when needed. View full review »
Francis Pascual
Systems Architect at a financial services firm with 10,001+ employees
We don't use the tech support, but we have an in-house engineer in one of our offices. View full review »
ITManage715c
IT Manager at a financial services firm with 5,001-10,000 employees
I haven't had any need to make use of the technical support team yet. View full review »
SystemsE5fd9
Systems Engineer at a government with 1,001-5,000 employees
Technical support for this solution is excellent. View full review »
SeverEngd3fe
Sever Engineer at a healthcare company with 11-50 employees
I haven't contacted their technical support firsthand. View full review »
SeniorNec2fe
Senior Network Systems Engineer at a Consumer Goods with 1,001-5,000 employees
Technical support is very responsive. We had an SSD fail and they replaced it within 24 hours. View full review »
TimothyNewman
Manager of Technical Management at a healthcare company with 10,001+ employees
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. View full review »
Sartor John
IT Manager at Haworth
The technical support is fantastic and proactive. View full review »
SrManage7091
Sr Manager at a insurance company with 5,001-10,000 employees
I haven't had a lot of direct interaction with their support but VMware is very good. View full review »
CTO6499
CTO at a individual & family service with 1,001-5,000 employees
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. View full review »
ITManage17e2
IT Manager at a government with 51-200 employees
The technical support is great. View full review »
Wally Bostrom
Network Manager at Macc 911
I can't even remember dealing with technical support. View full review »
ITOffice3736
IT Officer at a university with 1,001-5,000 employees
The technical support is very fast. View full review »
IctOpera3163
ICT Operations Manager at a comms service provider with 51-200 employees
Technical support is good. They are proactive about the upgrades and reactive when we have any issues. View full review »
David Beaulieu
Digital Architect at CBC
The support is good. View full review »
CTO77ed
CTO at a financial services firm with 11-50 employees
Excellent. Best of any of the vendors we work with. View full review »
Sun Kim Dosik
SDDC Senior Director at SK Telecom
The technical support is okay, but could be improved. View full review »
Ganesh Kuppuswamy
Engineer at CSG Systems
Their technical support is good. We had issues that they resolved quickly. View full review »
Dave Petroski
Senior Architect at Southwest Gas Corporation
The technical support is very good. View full review »
ChiefTec2f46
Chief Technology Officer at a healthcare company with 1,001-5,000 employees
We've used tech support and we have found it to be very favorable. View full review »
Felipe Labarca
CTO at Ticel
I would rate the technical support as a ten out of ten. View full review »
Cecilia Lenasdotter
Network Engineer at Altura Credit Union
The technical support is very good. View full review »
SystemEne60c
System Engineer at a tech services company with 51-200 employees
I haven't needed to use support. My employees say their support very good. View full review »
CTOa58c
CTO at a healthcare company with 1,001-5,000 employees
The support has been good. View full review »
NetworkE15cd
Network Engineer at a logistics company with 201-500 employees
The technical support is great. View full review »
Javier Echave
Pre-Sales Engineer at Cisco Systems, Inc.
I have not used the technical support. View full review »
Director85c1
Director at a healthcare company with 1,001-5,000 employees
Pure did help us by coming onsite and deploying it. View full review »
Venu Kulkarni
Senior Manager at a tech services company with 10,001+ employees
Their technical support is great. We don't have to contact them frequently because we don't have many problems. View full review »
Kyle Guichard
Senior Director of Systems Engineering at Bill.com
The technical support has been fantastic. View full review »
Find out what your peers are saying about Pure Storage, NetApp, Hewlett Packard Enterprise and others in All-Flash Storage Arrays. Updated: November 2019.
383,981 professionals have used our research since 2012.
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