SolidFire Customer Service and Technical Support

ArnaudSalmon
Presales Engineer at Tech Data Corporation
Each time I have been in contact with technical support, it has been proactive. They always call me before I realize that there is a problem. They will call or send an email, at which point they will explain whether there are updates that you should consider installing. We are connected to NetApp using Active IQ, and the support contacted me to say that there was a disk that was not behaving as expected, according to their metrics and analytics. They sent me a new disk and we changed it, which was a very easy process. In a previous experience, I had a SolidFire platform in the lab, and I remember that we changed a motherboard on one of the nodes. It was not a problem and it was done without disruption. The data on the system was still available from the other nodes. Overall, I have no complaints about the NetApp support around SolidFire. 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 »
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: July 2020.
430,745 professionals have used our research since 2012.
reviewer1117053
CTO at a tech services company with 1-10 employees
The technical support from NetApp is really bad. View full review »
Find out what your peers are saying about NetApp, Pure Storage, Dell EMC and others in All-Flash Storage Arrays. Updated: July 2020.
430,745 professionals have used our research since 2012.