When we first got the product, support was amazing, however, that is no longer the case. 

Technical support is bad. It'd grade them at 30% or 40%. The response time is terrible. I had a major issue with things that were not working. I'd asked them for an ETA and they would make it more about them than us. It would be more than six hours before anybody would get back to me. That was unacceptable, especially when it's slow when it doesn't take it all the way down, yet slows everything down to the point where it's not working. While we're down they're treating the situation as not important enough to do a response time within an hour. I just find that unacceptable.

Technical support is horrible. Their support is not able to handle the volume of issues. It's indirectly affecting the support system. Even though you create a ticket, it looks like they know what the issue is, and they don't have a fix for it. So, they don't really respond to you. 

Even though they release a fix and apply it, you get some other issue in two or three days. They have to go back to engineering again and get that resolved. We have been spending a lot of time with that array, which, ideally, we should not be doing. But unfortunately, that's the situation where we are in.

They are seriously bad. For example, we had virtual machines which were having high latencies. What do you do when you have virtual machines with high latency? You look at the application, you look at the virtual environment, and you look at the SAN switches, and you also look at the SAN storage. When I created a ticket, VMware hopped on very quickly. Then they looked at the thing, and they said, "oh, yeah, everything is good." I know everything is good, but still, I had to create a ticket as per our policy. Then I did the same with SAN storage. They responded after a day, saying, "okay, do one thing and just create a ticket. Set up a call with VMware so that we can work with them."

If that is what they want, then I'm going to set up a call with VMware and rope them in. I set up a call and roped them in. They didn't really attend to the call until now. It's been four months, and we haven't heard from them. I had to work with VMware. We had to make some changes, but still, there is a latency issue. That's why our management is like, "okay, we had enough of this company, let's go ahead and get a new one."

On a scale from one to ten, I would give their technical support a one.

The technical support team is perfect. They are fast and competent.

For the previous box we used tech support on a couple of occasions, and we used their tech support to do the installation of this box. They're very competent. 

Support has been good, although we haven't needed to use it much.

I would give technical support a rating of 7/10.

Technical support is quite good, even though there is room for improvement.

It's excellent.