StarWind Virtual SAN Customer Service and Technical Support

Bryan Schuler
Network Administrator at MUM Industries
The times that I have called the StarWind ProActive Support, they were immediate and right there. I have had no issues with their support. When I call them, I am talking with somebody in very little time, and the people that I have talked to have all been incredibly knowledgeable. They knew exactly what was going on. The only issue that I had was, at one point, we had a power failure which took out our main power system. The battery system powering our whole data center and the main switch (or something) blew out, so the whole thing wasn't delivering any power, even though we had it coming out from the wall. It took down all our hosts, just dirty, with everything running. When we brought everything back up, we had a hard time getting the VSAN to reinitialize properly. So, I gave the support a call. They went through it, and we found because it went down like that, we had to step everything and ensure the first one comes up, then the second one, then sit and synchronize them. Afterwards, we sent things out for it to rescan the array, then once it got up and running, everything was fine again. However, that was the only time that I was on the phone's screaming, "Help!" View full review »
Matthew Henson
Owner at Split Digital LLC
When I've had a problem, I have had someone respond almost immediately. If not picking up the phone and helping me right then and there, it's within approximately 30 minutes. They have been able to help me with every single type of problem that I have had. They have also helped me with entirely different stuff in the server environment, which has helped me tremendously. I pay for that extra support, and I'll upgrade it each time because it's so helpful. I recently ran into a problem where all my user profile disks were full, and it was not clear to me how to enlarge that user profile disk. Their support person, Artem, just jumped in with me, and within ten minutes, he'd provided me everything I needed for the PowerShell commands. He enlarged the ones that he could. For the ones that were in use, he showed me how to do it. So, when they were no longer in use, I went ahead and enlarged them. Then, I mounted each of them and expanded them to use the space. If I hadn't had him, I'd have had three users who were down today since this just happened yesterday. Today, all three of them are fully functional. If I hadn't have had that quick response and willingness to help, it would have created some headaches. Instead, their support works really well. I'm very pleased with the StarWind technical support. It is excellent. I have the Premium support. I have never worked with a company who is as responsive and helpful with everything I run into. Knowing that I can call the technical support and get a senior level technician if I need it any time is a huge thing. Because if I have to wait until business hours to get a consultant, I have to make an arrangement in the schedule with them, and if it's after hours, you will lose 24 to 36 hours in there. With Starwind, I can get help almost immediately, so its a no-brainer. I would do the ProActive, except that I have a contract that does not allow me to have third-party monitoring installed on any of our servers. The Premium support (or Pro support), which is what I have, is worth every dollar. The ProActive support has the same people running it, so I am sure it is good, too. Unfortunately, I can't take advantage of it because of the contractual obligations that I have. View full review »
Richard Ojeleye
Deputy Director of Technology and Communications at a comms service provider with 51-200 employees
I like the ProActive support. All the guys that I have spoken or dealt with are professionals. I find this very important. There hasn't been anything like, “Hold on, let me check with my colleague.” They know exactly what they were doing and are consistent. If guy A connects to my computer, he does step one, two, three, and four. There hasn't been any poking around where they shouldn't. Being able to call someone who is knowledgeable about the situation and circumstance is important. They also followed up to say, “Have you resolved the issue? Is everything okay?” The ProActive Support gives me peace of mind because I am a one man shop, but with the technical support behind me, I feel like more than just one person. We spent two to three hours, depending on what we have to do, always on the phone, and they do not push to end the call. It feels like they are assigned to me until the end of whatever we are doing, which is important to me. Since the beginning that is how the support has been. That is why we stayed with them. It's not that expensive. I have nothing but good things to say about them. All their work is documented. I receive an email afterwards documenting all the steps that they did. View full review »
Learn what your peers think about StarWind Virtual SAN. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.
MarkMgr
IT Manager at a hospitality company with 51-200 employees
We don't use the ProActive Support. We have the Standard level. It's very good. We haven't had any issues with it. They're very responsive and knowledgeable. The only issues we had were during the implementation. We haven't had to reach out for any post-installation help. View full review »
Dan Reynolds
Director of IT at BLDD ARCHITECTS INC
Tech support is fantastic. As I mentioned I consider StarWind tech support one of the main features. And if the poo poo hits the fan they will back you up and get you going quickly. I did have issues with quotations from customer support. But we worked it out in the end. View full review »
FAFCO
Director of Technology at FAFCO, INC.
Their customer service at every level, both in terms of our account and technical support is very good. Everything has always been timely and first-rate. I have learned many things about not just StarWind but also Microsoft clustering, iSCSI, and even Hyper-V from Starwind support staff. They are true geek pros! View full review »
David Gardner
IT Administrator at Cygnus, inc.
StarWind Proactive Support is fairly responsive. They definitely go above and beyond to address the issues, when there are issues. We had a minor crisis a few months back, and they spent hours on the phone with me over a weekend to get our servers back up and running. The quality of service is really good. If I were to say anything - not so much critical - there is a language barrier to overcome, but that's a minor issue. It doesn't affect their knowledge, ability, or willingness to help. It's just sometimes a little difficult to communicate adequately. View full review »
reviewer1253973
Deputy Director at a government with 11-50 employees
Over a period of nine years, we applied three times to technical support. In all cases, the problem has been solved. View full review »
reviewer1145355
User
I have only needed to reach out to the support team a couple of times since this software was implemented. They responded within a couple of hours and everything was figured out quickly. View full review »
ITManagefb53
IT Manager at a software R&D company with 51-200 employees
Their support has been excellent. They will walk you through every step of the way and help you with anything you need. They're great. View full review »
reviewer1351425
CTO - Partner at SabreTech Consulting LLC
Support has been very good. I regularly schedule off hours support sessions and their team has never complained. View full review »
reviewer903849
User
Technical support has been fantastic on the very few occasions we've had to call them. The engineers aren't just well versed in the product, but also in Microsoft systems as well as storage/networking architecture. Response times have been fast, and the support engineers follow-up consistently to make sure the issue is resolved. View full review »
Patryk Kwiecien
IT Tech/ Network Admin at Society of St James
Customer service is very helpful and polite. They will help you with pricing and to find the proper license that suits your needs. I have used technical support once for a general question. I received a reponse fast and it was very technical, covering all of the questioned subjects. View full review »
Branden Beachy
User
I had some issues, early on, that ended up being hardware issues on my end. The StarWind support people were more than willing to help me out with them, and this including jumping on remote sessions to figure things out whenever I needed help. View full review »
reviewer1253883
Sr. Network Engineer at a software R&D company with 201-500 employees
Customer service has always been excellent. View full review »
reviewer1157808
User
Technical support is great. They are very responsive, they always reply quickly, and seem very knowledgeable. View full review »
Andrey Naumov
System Administrator at Craft Group
They are very friendly and have quick support. View full review »
GrzegorzEBX
Owner at Electronics Box
Support is on a high level. View full review »
reviewer1083804
User
We were really positively impressed with the support and help they offered (purchased with the product - with no additional charges). Their pre and post-sales support were partly the reasons that we choose this solution and overall I would rate their support as excellent. View full review »
Николай Фокин
User
We are satisfied by the level of service we got almost six years ago and continue to receive. We were surprised to see a really user-friendly level of communication and a very high level of technical expertise in their specialists. We are impressed with the working capacity and speed of answers from the support service, as well as their help to install the software we needed. The responses from the support division, and the fact they take into account all our needs and wishes have really inspired us. View full review »
Kamil
Specialist in the center of security at PERN S.A.
Our experience is that we get a fast response from technical support. View full review »
Nikos Chavenetidis
System and Network Admin at ACS SA
In one problem that I with the performance, they gave me a solution very quickly using a remote session. View full review »
reviewer1185738
User
Their software support team had been very helpful in the initial setup of the system and also helped to reconfigure the system after we lost one node in the cluster. Overall, their support has been excellent. They will stick with you until your issues are resolved! View full review »
reviewer1238652
User at a tech services company
No issues. They solved our problems, validated our configurations and roadmap, and suggested improvements. View full review »
Christopher Vlach
Operations Manager at Lipman Insurance Administrators Inc.
In eight years we have never needed support for an issue with the software. I have called a handful of times to have them confirm my understanding and review my configuration. They have always been very helpful and thorough. A+. View full review »
AntonChernomazov
SAO Dept. Head at LLC BIT
Support wants to solve your issue, and they are successful at it. Complex issues are escalated to the next support level in a straightforward manner. View full review »
reviewer1244424
Director of Systems and Security at a health, wellness and fitness company with 11-50 employees
The technical support team is very knowledgeable. View full review »
Artur Kamalov
Head of Local Area Network Department at JSC Ufanet
Support has standard procedures and rules. It was provided at a good level. View full review »
reviewer1068294
User
Qualified online support specialists are always ready to help. View full review »
Lukasz Z.
VMware Administrator, VMware vExpert at a financial services firm with 201-500 employees
Very good. I've got standard support but the reaction time is always 1-2 hours. View full review »
Evgenii Korsak
User
The technical support is very good. View full review »
Dmitry Sysin
IT at SOMIAC
Technical support works very responsibly when we have questions. They connected remotely to our servers, performed an analysis and made detailed recommendations. View full review »
Andre C A Griffith MSc MBCS MCTS MCP ITIL
User at a insurance company with 10,001+ employees
Support for this solution is excellent. View full review »
reviewer1073631
User
The team at StarWind are professional and very skilled in a variety of disciplines. The most impressive factor of the StarWind team is its quick response. They are very cooperative. View full review »
SimplifyTech
CEO at Simplify Technology
Their support goes above and beyond with the integration of their software. View full review »
Learn what your peers think about StarWind Virtual SAN. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,458 professionals have used our research since 2012.