Our experience with technical support has been really good. Feature requests are predominantly what we're asking for, and every single time that we've ever asked, the engineering team's been really good at incorporating those features into future product releases. Being able to meet with the engineering teams on the future design of the UI and the actual functionality of the product has been really good.

Having that direct contact with engineering and being able to drive what we want the product to do has been really helpful, and we see that come out in a frequent cadence.

If you have any issues with the software, then the Rubrik support is trained and responsive enough to get you covered. I would rate the technical support as a nine (out of 10).

Rubrik selected a bunch of customers who are active with the product, trying to make it evolve. From time to time, we do meetings saying, "Okay, what could be nice to have in the future?" They are taking advice from the real users, and I am a part of that.

Rubrik support is amazing. When we are involved in upgrades we always open a ticket and there is a tech person joined through a tunnel and looking at the upgrade while it's being done. It's like everything is off our shoulders in terms of managing it. If something goes wrong, they're always available to support us.

Every time we've opened a ticket with them, even to explore new features, we have always gotten an instant response, and even when it comes to trial licenses. The whole proof of concept project we did on AWS for DR was provided from their support, and it has been amazing. The experience has been really good.

Most of the time, their turnaround time for tickets is less than 24 hours, especially with high-priority tickets. Recently, we have had some issues with our VM storage sizes not reflected properly. We were looking at a capacity report and we were seeing some of the VMs using way more storage on Rubrik than they should. This has been a difficult problem and they have continued to escalate it to different engineers. That is the longest interaction we have had and the issue is still pending.

We are not running the bleeding edge, so there is a possibility that if we do switch to 5.2 we might see an improvement already on that deduplication; that might be the reason that this is happening. They are looking into it. They have suggested a couple of actions from our end to actually delete those backups, archive them, and restart the backups, but they're still looking into it.

Our experience with technical support has been great. We had a couple of questions in the beginning, so we interacted about two and a half years ago. You would email them and would get somebody from there, without having to exchange many emails.

They will do the upgrades for you, so lately, probably over the past year, the only interaction we have had with support is when we needed to do an upgrade. It's a great experience where you just open up a support ticket with them, they open up the secure remote channel, and they come in to complete the upgrade.

We have been very pleased every time that we have had to contact their support. Their support has been really good. 

The technical support is generally good. While their knowledge is good, I find there is a bit too much dependency on support for every issue. As a backup engineer, I prefer having more autonomy in problem-solving without needing support for every case.

The vendor has world-class support, and some of the best support we have for our solutions. Rubrik support has been great to work with when we do have to work with them, which isn't often.

When we have run into issues, we've reached out to our support team at Rubrik and they've been very quick to respond. Whether they're in the office or not, they do take our calls and help us out. It's always a quick response.

They're a newer company, so I'm sure they're still establishing their place, but the escalation teams and everybody that we've worked with have been capable and they've been able to fix our problems without having to bring in too many people.

We contact their technical support a lot. It is about two times a week, but it's usually where we've gone beyond the norm of what a normal customer utilizes the system for. So far, they have been very responsive, and nine times out of 10, they are able to accomplish the task that we're trying to perform.

We used the support services a couple of times early on, because we were quite early adopters. They were fantastic. When you speak to support, you get an engineer who knows what they are doing straightaway. There is no multi-tiered support, so you get someone very quickly who knows exactly what your issues are. Nine times out of 10, we have had a resolution extremely quickly.

After the first month, we did not really use support because the solution worked fine. So, we used support early on, and they were great. Since then, we have not had to use support, which is even better.

The technical support is excellent. I would rate technical support 10 out of 10.

I work with them on an almost daily basis. They tunnel in and find out what's going on. They answer quickly, and they don't get frustrated by the number of questions I ask them. They escalate it when necessary. They've been excellent.

The support from Rubrik is excellent. They do support tunnels on the back end, and you can simply email support and they will get an answer to you within that hour. Or, if you call, then someone will address your issue right away. 

The solution's technical support team is very responsive and proactive.

When you sign a contract with them, support is a part of the package. Their tech support was very knowledgeable. They allow you to do your work, and if you run into a problem, they jump in and help you. They explain the issue to you so that in the future, you know what you're doing next. They don't just do things behind the scenes to fix things. They keep us in the loop. Their technical support is second to none.

I would rate their technical support at least a nine out of ten. The support is very good. Nobody's perfect but it's very good.

We contacted the technical support team for some technical questions, and the experience was very positive. They follow up quickly on our support cases, and we get the technical expertise we seek. If we are looking for a particular feature that is not yet available, they add that requested feature to their backlog to implement it in a newer version of the solution. We are very happy with the technical support for the solution.

I rate Rubrik’s technical support eight and a half out of ten.

I still need to get feedback on Rubrik's support. I think that regarding the feedback, we never faced many issues on the support side. Hence, I rate the technical support a nine out of ten.

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.

Customer support is very efficient. It is very similar to Nutanix, in my opinion.

Rubrik’s technical support has been phenomenal! They are extremely quick to respond and 99% of the time, they are able to take care of everything behind the scenes via the Support Tunnel. They not only respond to emails almost instantaneously, they will contact us about potential issues before they happen.

They have been extremely easy to understand on the phone and encourage you to write in, even with simple questions and feature requests. That has been huge, too: feature requests. We have put in numerous feature requests that were coded in amazing time, not that every feature request has come to fruition, but most have been at least put on the roadmap if they made sense globally.

The technical support in India is excellent; they are quick to respond and resolve issues.

Technical support is pretty good. You can reach out to a support agent and have someone talking to you that you can actually work with after 15 minutes. Opening tickets online is decent. 

If you give them a sad face on a review, someone will reach out and ask what happened and what they can do better. They're definitely all about customer service and customer support.

Rubrik's tech support is amazing, which is yet another differentiator with this solution.

The technical support is excellent.

We have received excellent customer support from Rubrik when addressing any of our queries, from time to time.

The technical support is very good. They are quite well-versed with the Rubrik solution, so they provide quick solutions to our queries.

The technical support is good. We have good contact, all the issues are resolved on time.

Rubrik has the best vendor support that I've dealt with. They're probably the best. They're the most knowledgeable, they're the most respectful, they call a lot better, they will follow through to the end. Not like with VMware.

I have found Rubrik's technical support to be extremely knowledgeable and easily accessible.

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."

We have had training sessions. We used customer support once, and they resolved the issue immediately.

We faced no significant challenges while integrating Rubrik with our IT infrastructure. Their support team was excellent and assisted in the deployment process. Even after deployment, their responsiveness to tickets was impressive, addressing any issues promptly.

The response time of the solution's technical support team is helpful. It provides detailed feedback on the issues as well. Thus, explaining the problems and steps taken to fix them becomes more accessible to the clients.

Technical support was pretty good. They were excellent.

I rate Rubrik support a five out of five.

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.

Since the time I've used it, I never had to call their support. I didn't have any issues with it.

The technical support is good. They will escalate quickly if it is needed.

While the support is generally good, there have been instances where response times could have been quicker, but overall, they have been reliable and effective in resolving issues. I would rate the support as an eight out of ten.

When updates are needed everything is done through the support. When we need to upgrade we call the support, open a tunnel and the support will upgrade the box.

Rubrik's technical support is excellent. They handle issues efficiently, and if escalation is needed, they manage it well. I would rate them as a nine out of ten.

In terms of escalating tickets or bugs, they are very quick in terms of their support system.

Support is very friendly, easy to work with, and showed great expertise in the product. 

Five star rating: Calls are picked up and managed through constant communication to ensure a speedy resolution.

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.

The level of technical support is very high in terms of the availability, skills and low time to solve issues.

10/10. Never seen support like it.

The best of the best. Rubrik's investment in quality staff really shows.

All of the Rubrik engineers know everything about their products.

Very good support who helps with each question. Very fast response time.

The technical support is okay. We do not face many problems. We solve all our issues.

They are very impressive. Their support is good, and they are cooperative.

Any of the few customer issues were promptly solved by the support. We had internal training through videos offered on their site.

Customer Service:

A 10 out of 10.

Technical Support:

A 10 out of 10.

We have dealt with technical support in the past. In fact, we have three open cases right now. They've been pretty good in terms of the service they provide. They are responsive and are able to fix the problems we have.

Rubrik support is outstanding. 

We've had support from Rubrik, we opened a couple of requests. It was a really fast response and they solved the problem very easily. We don't a lot of experience, just a couple of tickets but well, pretty well solved.

The tech support is extremely helpful.

The technical support is fantastic. You can look at the published reviews; they're right at the top, from a response/customer satisfaction point of view.

Rubrik customer support is excellent. 

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.

10 out of 10.

Excellent and speedy, too.

Support is good now that they are done restructuring.