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 »
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 »
Sam Kemp
Enterprise Architect at a tech services company with 11-50 employees
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 »
Find out what your peers are saying about Rubrik, Cohesity, Veeam Software and others in Backup and Recovery Software. Updated: October 2019.
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Matthew Vallandingham
Systems Administrator at a media company with 1,001-5,000 employees
We have had training sessions. We used customer support once, and they resolved the issue immediately. View full review »
Frederic Lhoest
Senior Technology Architect at a comms service provider with 1,001-5,000 employees
Customer support is very efficient. It is very similar to Nutanix, in my opinion. View full review »
Very good support who helps with each question. Very fast response time. View full review »
Raffaello Poltronieri
Cloud Solutions Architect at a comms service provider with 201-500 employees
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 with 501-1,000 employees
Support is very friendly, easy to work with, and showed great expertise in the product. View full review »
Edward Poll
Head of IT Infrastructure at a university with 1,001-5,000 employees
Five star rating: Calls are picked up and managed through constant communication to ensure a speedy resolution. View full review »
Jon Heese
Sr. Systems Engineer at a tech services company
Customer Service: Very good, almost a 10 out of 10. They are among the very best vendors we've worked with. Technical Support: Very good, an eight out of 10. View full review »
Burak Ustun, M.S.
Senior Engineer, System & Networking with 1,001-5,000 employees
Paralegal at a legal firm with 501-1,000 employees
In the event of any issues or questions, the support is top-notch. We rarely need to use support, but when they are needed, they are always quick to respond and very knowledgeable. View full review »
Mischa Donker
Cloud and Virtualisation Specialist at a comms service provider with 5,001-10,000 employees
All of the Rubrik engineers know everything about their products. View full review »
Jeff Hassig
Systems Engineer
Customer Service: A 10 out of 10. Technical Support: A 10 out of 10. View full review »
Domain Specialist infrastructure& platforms with 5,001-10,000 employees
The tech support is extremely helpful. View full review »
Find out what your peers are saying about Rubrik, Cohesity, Veeam Software and others in Backup and Recovery Software. Updated: October 2019.
371,917 professionals have used our research since 2012.
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