Rubrik Customer Service and Technical Support

Matthew Gill
Senior Network System Engineer at a insurance company with 1,001-5,000 employees
While this might not count as a "tool," the support methodology with Rubrik is really interesting. When we need to do anything that is "invasive," if I have a question about how many upgrade-blocking things are in place, I open a support window, a ticket, and usually within ten minutes I'm contacted by someone, a real person, not just an automated system, at Rubrik. It's really good. In my previous job to this one, I never really had an experience where the first response that I got back wasn't just an automated, robo-caller saying, "We've received your ticket, we will call you in a moment," and then two days later they would call. With Rubrik, you do get an email saying, "We've received your ticket and someone's going to call you." But within ten minutes, usually, and very rarely within any longer than 30 minutes, there is a real person on the phone calling me, who knows my name and is very aware of the situation. They're not asking me for a ton of information that I've already given in the ticket. They're really top-notch. And the support is integrated really well into the product. That's not to say that we need support because things are broken. The support is there as an aid, as a tool for us. We upgraded a month ago to the version we're on. We're planning on upgrading to the latest version, which I think is 5.03. The great thing is that we're really close with support. They work well with us. We don't upgrade to beta or anything like that, but whenever something big is coming down, they'll usually let us know. We'll talk to them about it and they'll tell us "Hey, this is a cool thing that maybe you guys can utilize." View full review »
Don Rhodes
Senior Systems Engineer at a university with 501-1,000 employees
Tech support has been fantastic. They will bend over backward to help get solutions. The biggest thing that we use them for is to do the upgrades to the software. Since they have global support people, I'm not having to either patch a system in the middle of the day or having to change our backup windows. They have someone available after our backup window ends but before the beginning of our business day. It's not in the middle of the night for them either, they're coming in at their normal time. It's been great. Plus, on the human side, they're not forcing people to work a third shift to support us on the other side of the world. They give someone a normal shift and make the support experience positive. View full review »
reviewer1195923
Assistant Vice President at a financial services firm with 1,001-5,000 employees
I've used technical support a few times and they've always been great, very responsive, including on weekends. They have even been proactive and have automatically opened up a ticket when they see something fail. View full review »
Learn what your peers think about Rubrik. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.
reviewer1202634
Senior Systems Manager at a construction company with 1,001-5,000 employees
Rubrik's tech support is amazing, which is yet another differentiator with this solution. View full review »
Sam Kemp
Enterprise Architect at SH Data Technologies
Customer service is top notch, which I am usually pretty disappointed in. So far it's the best I've seen for a tech company. Their service is far beyond my expectations. View full review »
reviewer863799
User
Very good support who helps with each question. Very fast response time. View full review »
Raffaello Poltronieri
Cloud Solutions Architect at Clouditalia Telecomunicazioni
Any of the few customer issues were promptly solved by the support. We had internal training through videos offered on their site. View full review »
Julio Lau-Cheng
Network Specialist, Information Technology at Mount Saint Mary University
Support is very friendly, easy to work with, and showed great expertise in the product. View full review »
Mischa Donker
Cloud and Virtualisation Specialist at VodafoneZiggo
All of the Rubrik engineers know everything about their products. View full review »
reviewer1294989
Engagement Architect at a software R&D company with 501-1,000 employees
Rubrik customer support is excellent. View full review »
Reviewer950
Domain Specialist infrastructure& platforms with 5,001-10,000 employees
The tech support is extremely helpful. View full review »
Learn what your peers think about Rubrik. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.