SolidFire Customer Service and Technical Support

associat541638
Associate Director, IT at a pharma/biotech company with 501-1,000 employees
Customer Service: Customer service was good. I haven't needed much so far. We prefer to be our own source of knowledge and reach out to clarify or confirm something. Technical Support: Technical support is good and helpful. While you can schedule the node S/W upgrades and have them take care of, I had them walk me through it, as we were in pre-production at the time. Knowing/understanding more about the process gave me a better feeling. I don't like black boxes, so anything I can understand or wrap my head around things provides comfort. The nodes are ubuntu and they leverage ubuntu/debian update mechanisms. These methods are well-known and understood, so no re-inventing the wheel was necessary here. View full review »
it_user527361
Senior Manager Of Infrastructure Services at a legal firm with 1,001-5,000 employees
Honestly they have probably one of the best technical support staff we've worked with. One of the things that we did do during our PoC, is we actually made support calls at two in the afternoon, asked specific questions. We actually opened up support calls at 2am, just to see if we would actually get the same response which is exactly what we saw. It was good to see. View full review »
PatrickStienhuber
IT Infrastructure Consultant at a manufacturing company with 1,001-5,000 employees
The technical support for this solution can be good and bad. If you have a really big issue then it's bad because it takes quite a long time for the issue to be solved. There are different levels of service. You can have a technician who is able to do the troubleshooting and is allowed to set up the commands. If you just have questions with no due date, or you just have to fix a small package, the support is good. You always get the answers you need. However, in critical situations, we have had problems. For example, in the last three years, we spend three or four hours on the phone with support where nobody could escalate our tickets. View full review »
Find out what your peers are saying about NetApp, Pure Storage, Dell EMC and others in All-Flash Storage Arrays. Updated: November 2019.
379,241 professionals have used our research since 2012.
reviewer1098957
Technical Consultant at a tech services company with 51-200 employees
I've had a very good experience with technical support. View full review »
Find out what your peers are saying about NetApp, Pure Storage, Dell EMC and others in All-Flash Storage Arrays. Updated: November 2019.
379,241 professionals have used our research since 2012.
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