We're an old customer. When we call in to do a software upgrade, or one of our staff wants to make sure they've read the documentation properly before they do a during-the-day upgrade, their support staff just doesn't have the experience with all of the products that we're running. They don't know the 850 series like we do because it's five years old. There is a little bit of a gap, and that may just be because we're an old customer running on platforms that their staff hasn't seen. I would like to see an improvement in their in-depth knowledge of their older products.

Other than that, their support has always been excellent and responsive.

I rate Tintri support nine out of 10. Tintri support was excellent when we paid for it, but we stopped paying for it. Even though we stopped paying for support, an army of Tintri people, especially our account manager, helped us In our recent crisis caused by the Microsoft update, and it was hugely appreciated.

I have probably opened a couple of dozen tickets over the decade that I've worked with Tintri. Like most support organizations, they acknowledge a ticket very quickly. If it's a high-severity alert, remote hands can be dispatched very quickly. With us, Tintri has never breached its SLAs for remote hands or support. 

Some of the things we work with them on our tickets related to R&D or beta programs that we're doing with them. Those involve different teams, but they are still really great engineering talent, and we've never had a bad experience working with them in the last five years.

They're great. We had to have a drive and a controller plate repaired. There have been three or four calls in seven years. They were great. Within four hours, they fixed it, and nothing has ever gone down. Everything that's been done persisted. I would rate them a 9 out of 10.

The technical support is great. They always have the right people on the call. They are good but we have to reach out to them.

Customer Service:

Amazing, only a couple of support call so far, and they were small things. Tintri was great with their response and assistance.

Technical Support:

10/10 - we have had two cases open with Tintri, a bad power supply, which they quickly replaced and a issues with snapshots which was fixed with an OS update. Both cases were handled quickly and professionally.

Their tech support is above average.

Customer service is excellent. Whenever I call, I get somebody right on the line.

Technical support is excellent. The Tintri is smart enough to generate tickets on its own when there are issues and support is right there to help.

Good. We had a couple of issues from the start and they were resolved very quickly with no impact on production.

9/10. As mentioned previously, technical support was very quick to respond.

Customer service from Tintri is excellent. Our account manager is always available to talk to us and we have access to him and his expertise.

The technical support has been very helpful, even proactively replacing a piece of hardware with a known fault.

Technical support has been excellent, Their engineers are excellent and easy to access.

Customer Service:

The customer service is excellent.

Technical Support:

The only time we ever had an issue was when we were converting our storage infrastructure from 10GB Base-T to 10GB fibre. We inserted the wrong style Gbic into t he unit and a port would not come up. Support called us before we even thought to call them.

The customer service is good.

The level of technical support is excellent.

Customer Service:

As I mentioned above, their level of customer service is extraordinary.

Technical Support:

Technical support has been very responsive. A few weeks ago we upgraded some switches at a remote site, causing the T650's management interface to go offline for a few minutes. Within a few minutes, we got a few emails from tech support and my sales engineer offering any help. They're also very good about keeping us informed about any new upgrades or patches.

Excellent

Excellent

They have been very responsive to all questions and tickets.

They have been responsive and helpful.

Customer Service:

I rate the level of customer service as five stars; very fast and helpful. They also found a firmware error on our switch! Perfect.

Technical Support:

I rate the level of technical support as five stars.

Support from our vendor and Tintri are brilliant. They have always answered all of our questions promptly.

The support we had during the PoC was good.

Excellent; the appliance does phone-home and auto-support uploads, so Tintri support knows when there are issues. On-site support (used once in 3+ years) was efficient and professional.

Excellent; I have direct contact and touch-based communication with my SE, and timely response with support for any question or issue we've had.

Excellent.

Excellent.

When we had backup issues, their support was great and we had actual engineers call us back and work through the problem with us.

If you have an issue, Tintri gets the right people on the call to get the problems fixed. You don't waste time getting transferred all over the place.

A very good support team that is available 24/7. They have real technical staff with strong knowledge.

The support team is available 24/7. If your ticket is critical, you can pick up the phone and you have the right answer very quickly!

For any kind of problem, you can expect the right guy. You can escalate the problem very quickly if you need it. You don't have to talk to a thousand tech guys to get the right answer. Tintri support gave us the right facts and responded very quickly.

Great customer service!

Haven't had the need for technical support.

In my view Tintri's customer service is excellent, I am in regular contact with various folks throughout their organisation even though we have not had one problem.

Very good. Tintri seems to attract high quality and experienced talent to their team. They are also always available whenever we reach out.

Customer Service:

Perfect. Normally they are aware of an issue earlier than we are. And even if they don't support something they still put in the effort to help us

Technical Support:

Very high.

Customer service is excellent. Any time we needed questions answered or help, our service team was quick to respond and they were very knowledgeable.

Technical support is excellent. We performed an upgrade which caused an alert to be sent to our team. By the time we finished reading the alert, someone from Tintri was already calling us to explain the issue. In this specific case, it was an erroneous alert due to filling a temp folder during the upgrade process.

Customer service is great to work with.

Technical support has been excellent. We did a beta test of the T850. This involved us in weekly conference calls with their engineering dept. They are extremely knowledgeable and great to work with.

10/10

10/10

The customer service is very good. We have active interactions with the technical support and development teams

Technical support has been excellent so far.

Customer Service:

Good.

Technical Support:

Top notch. Very responsive and knowledgeable.

In my experience, Tintri's customer service has been excellent.

In my experience, Tintri's technical support has been excellent.

10 out of 10

10 out of 10

Technical support is an area where we had several issues, and it was hard to get some support in a specific case we had. I'm not very satisfied with them.

9/10. They have always been prompt at getting back to us, follow-up service has never been pushy by pressuring us to buy more, and we can highly recommend them.

9/10. The support site is a great resource. The techies in the UK really know their stuff, and the upgrades have always worked flawlessly (save one issue, which they released a fix for almost immediately!).

A+ excellent! Love my Tintri guys. They understand our use case and help us find the best solution. They keep their finger on the pulse and get in touch with me when something is going on that I need to know about. Our vendor relationship is outstanding.

Maybe even better than customer service!!! I don’t want to hurt any feelings here but I probably talk to technical support a little more often than I do customer service so I am giving them A++. So far, I have always gotten a person when I called. None of that they will call me back stuff. I really appreciate that. I need to talk with someone when I call, not 4 hours from when I call.

Excellent!

Excellent!

They've listened to us when we requested more options for backup.

The technical support at Tintri has been great so far.

Customer Service:

It's far above average.

Technical Support:

We always spoke with a senior engineer.

Customer support is excellent. They're very responsive.

Technical support is top-notch. We dealt with Steve Phillips, and he's been great.

Great. More than great. Reactive, no, proactive, via autosupport.

As explained above: wonderful.

Great customer service; if there is an issue they often know before I do and have a ticket already in progress.

Customer service is excellent.

Technical support is excellent.

Tintri has excellent and devoted support personnel. 10/10