StarWind HyperConverged Appliance Customer Service and Technical Support

HunterMorgan
Owner at Data Barn
We don't use the proactive part of support a whole lot but that's really because we're a very simple setup at the moment. They've come to me a couple of times when they noticed some things going wrong, but that's usually when I'm in there reconfiguring things or rebooting servers. When our proactive support expires we'll probably renew because of the fact that they've been really on top of issues, whether or not I've already been aware of them. The part where support has really saved a lot of time is not really directly due to the proactive part of it. It has had to do with the fact that when I do need help, if storage is running slower, or if I see that there's some kind of memory-usage issue on the hosts, they're usually back to me in probably half an hour, at the very most, with a solution. The main thing I've enjoyed from them is the really fast response when I do need help with reconfiguring or the like. I actually just reached out last week to try and make some networking changes. I got a response in about five minutes and I had an actual solution, with an advanced-tech ready to help me, within about 30 minutes. I don't know if that has anything to do with the proactive part of their support but I would imagine — putting myself in their shoes — that having a customer who is part of proactive support probably accelerates their response a little bit. I've been really impressed with StarWind so far. They've been really helpful. I haven't had to talk to StarWind at all for about a month. The last thing was a major networking upgrade request and I was really pleased with their response time. From a small-shop perspective, this is probably the best experience I've ever had in terms of the backing hardware for the services we provide. It's been very nice. View full review »
David Rager
CEO CIO at Store & Haul Inc
Their customer support has been pretty good. They've done a really good job of supporting the product and even helping me with some things that weren't directly related to the product that I was doing on the host. They helped me get some different things configured. I am familiar with the ProActive Premium Support feature. They talked to me about it but I haven't used it or gone ahead with it yet. It is something I am still considering. The way they sold it to me was that it supports stuff outside of things relating to the high-availability cluster itself. It's almost like consulting services in a way, where they'll help you with other things like domain controllers and keeping your servers up to date and that kind of stuff. I'm the CEO here but I act as the main IT person as well. I try to build everything out so I have very little hands-on. So for some of that kind of service I'm probably going to either hire someone cheaper to do updates, an onsite person, or go with a service like that where they maintain things and update the servers, because it's time-consuming. StarWind's support plan was very reasonable. But the support that came with the host was actually very good. They're very responsive and I've dealt with numerous people from StarWind. I don't have issues with it at all because I have many friends who have very heavy accents, but some of them have heavy accents which, once in a while, makes it a little bit hard to understand them. But they're all super-knowledgeable on the product. They're all very smart and well-trained. I have been impressed with their customer service across the board. They always respond very quickly when I send an email. They have support that monitors the boxes. If I'm doing something where I take a box down, they're proactively emailing me: "Oh, do you know your box just went down?" Most of the time it's been on purpose, because I'm doing so much work on the boxes, but they're very proactive at monitoring things for you. View full review »
Kristopher Skully
Systems Administrator at Hospice of the Western Reserve
So far, the little that I've worked with tech support, they seem to be pretty great. We also bought a backup server from them that we're using Veeam software on. While we are learning the Veeam software, it has thrown several alerts. StarWind support is always very quick alerting us of the backup failure so we can remediate the issue. If we had the option to do this again, we would have purchased the Veeam software through StarWind. If we had purchased the Veeam software through them, they would have helped us set it up, configure it, troubleshoot it, etc. Since we purchased the Veeam licenses elsewhere, we just work directly with Veeam support. View full review »
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Claire Madison
IT Manager at Projects Inc.
They could use a little more diversity in their technicians. Some of them are a little bit difficult to understand. That's typical for remote technical support people, but they should make an effort to have more US-based technicians available. It would add good value to their customer support. The actual responsiveness and helpfulness of each technician has been great. I don't have any other complaints about the support. We've never had to escalate a case to anyone beyond first-tier support. View full review »
Andrew_Lee
IT Infrastructure Analyst at a retailer with 201-500 employees
Tech support is very prompt, very friendly. They're knowledgeable. I don't think I have come across anything that they couldn't answer. View full review »
ReinierMuller
Interim CTO at Royal Koopmans
I praise them for their support and the willingness to always be available. I would rate their support at ten out of ten because they are the best. I have experience with a lot of other companies, like Dell EMC. StarWind goes much further than other companies, without asking for money for it. You can get similar support from Dell EMC or IBM or HPE if you are willing to pay big-time. Compared to all the others, they are really great. View full review »
ChrisKlose
IT Manager at a transportation company with 51-200 employees
I would commend the support. They have very knowledgeable people. If they don't have the answer, they quickly access colleagues who do have the answer or more experience. They're very fast. The only critique I might have is that the support is overseas in Eastern Europe and, on occasion, there has been a language issue. But in general, they're as good as can be, considering they are non-U.S. citizens speaking English. The language barrier is not even as bad as it is for some other products we have. View full review »
reviewer968163
IT Operations Manager
They have proactive support which prior to using StarWind, was a new concept for us. It's incredible. We spend less time troubleshooting and more time on other important tasks. View full review »
Ho-Ching Yung
IT Director/Senior Software Developer at a construction company with 201-500 employees
Tech support has been quick, has a very quick response, and they also provocatively monitor the appliance's status. View full review »
reviewer977253
User at a non-profit with 501-1,000 employees
Andrew Wolf
Civil Engineer at a construction company with 11-50 employees
Customer service has been excellent. Any questions we have had have been answered quickly. View full review »
PieterGrootendorst
Technical Consultant at GMA
I only had to call technical support once, and they were very responsive and quick. Overall, I've been satisfied with them. View full review »
Find out what your peers are saying about StarWind, Dell EMC, DataCore and others in Software Defined Storage (SDS). Updated: December 2019.
390,810 professionals have used our research since 2012.