I rate IBM support a nine out of ten. I haven't talked to the head engineer for Turbonomic in nine years because he moved up, and they got a real support tier going. I contact their support probably once or twice a year. They typically solve the issue within an hour.

Nobody is ever perfect. Perfect is when they call me to let me know there is a problem before I realize it. That's my old life at Hewlett-Packard, but I don't want to talk about what that support contract costs.

Their tech support is awesome. We've never had any problems with them. But to be honest with you, we haven't really had to call them in 10 years, except for one time when I called them because I couldn't find our license key. It was not about supporting the software, per se.

I rate IBM support a ten out of ten. I've never had a problem. We can always reach support, and they know their product well. They can typically answer most questions or get back to me with a solution in a reasonable time. For example, when I asked them about the storage placement issue, they said, "We don't do things exactly the way you want. We understand it and will add that to our list of feature requests." If enough customers ask for it, they'll do it with the storage placement based on IOPS.

What is really impressive with the Turbonomic team is that after you sign the deal, they don't disappear. In the two and a half years in my current position, Turbonomic has been right there, whether we have an issue, which is very rare, or we are trying to still complete the objectives of the purchase, such as integrating our use cases. The Turbonomic team is very supportive and hands-on with you. I can't say enough about their customer support because it helps drive the value faster. They are always right there working with my team as part of the team.

Turbonomic is a real partner, which is a really good thing. I have been in IT my whole life, decades, and there are way too many vendors that once you make the sale, that's it. You are now at the bottom of their pile because they are chasing the next sale.

I rate IBM support a nine out of ten. They've been there when we needed support. We haven't had to escalate any tickets lately, but they provided decent support during the initial deployment.

If we have any questions or concerns, the account team as well as the product support team are always there and very accommodating to help us. With any problems that we have, even if they are not built into the product, we have worked with them to give them feedback on the product and on how we would like it to work. They have worked with us to help import some of that functionality into the product so it is available, not just for us, but for other customers who use the product as well.

Their support was pretty good. There were some very good engineers who helped us. Turbonomic's support is top-notch. When needed, they brought specialists. It was pretty good. I would rate them a nine out of ten.

The technical support is excellent. If the problem gets too complex, I've been able to speak to somebody in development for help even if I've had issues with one of the updates.

The technical support is good. We actually rarely call them. We have done quite a bit of work with them. Because of the number of purchases, they provided a TAM to work with us. So, we have kept that TAM around on an ongoing basis. We pretty much just call them, and they handle any support issues. From a support perspective, it has been one of the better experiences.

If it stops doing its thing and moving VMs around, it will be many days before it is going to have any impact on the environment, because everything is configured so well. From that perspective, it is an easier application to score than if you have a VMware host crash and trap a bunch of VMs on it.

I rate Turbonomic support eight out of 10. Their support team has been good. We haven't had many problems, but when we do, they respond quickly. Whenever I've had to reach out for anything, they've been super-responsive, and they'll hop on Zoom call if we need them to troubleshoot something. 

The customer support is definitely a 10 out of 10, and the training gets a 10-plus.

There have been some transitions with the recent acquisitions that have impacted our account team and some of our technical people. However, we are happy with them.

Out of the different products that we oversee, they're one of the best relationships that we've had. They not only help us through problems but help us on an annual basis to reiterate the value that the product can bring to our organization.

I would rate the support an eight out of ten. There is always room for improvement. Nothing will ever score a ten out of ten, even if it is perfect.

The bottom line is that they're superior at the majority of everything they're doing from a support perspective. Some of the biggest hiccups were that a new version would introduce a new problem. For about a year and a half, we'd go to the next version and this very thing would happen. This left us chasing these problems and they kept coming back up. However, it seems that things have stabilized since then, which was a couple of years ago.

I have worked personally with Turbonomic, one of their guys, on some of this stuff. I haven't talked to him in a while, but he helped us develop a lot. The support for Turbonomic is incredible. 

Their technical support is excellent. By far, they are probably the best. It's probably why I am sitting here talking today, because I have to give these guys top props. I think the employee enthusiasm about this product is absolutely top-notch. It would probably be a great place to work.

I've worked with the Tier 1 support and their consultants. We had a consultant here for a year who was absolutely a top-notch fellow. He just became part of the team. He wanted to learn how we were doing things and tool the application to do what we needed it to do, which he did. He also left great instructions. A lot of his legacy is still there and being used today. 

The technical support team is both responsive and knowledgeable. They quickly escalate complex issues to someone who can resolve them efficiently.

The customer support has been very positive, although we've had very limited need for it. That said, whenever we've had to call in, they've been able to help us out very quickly.

One of the best parts about this solution is that there are so few issues that we simply don't need to use support very often.

Their tech support is very responsive. They are part of IBM and not just Turbonomic anymore, so they've grown exponentially over time. But I found, in working with their engineers on the tickets we submitted, that they were very responsive, getting back to us as quickly as they could on the challenges we were having. They have been helpful.

We've had great success with their support. They have good response times and willingness to engage.

I had to use their technical support when I set up the suspensions process. They were good. They did a good job. They got back with me fairly quickly and they were able to walk me through the process of how to configure it. They took the time to explain it very well. They even walked me through the process to make sure I understood how it works. As simple as a suspend of a VM might seem to be, initially, when you look at how it works in Turbonomic, it's not super-simple.

The technical support is outstanding. We have had a great relationship with the Turbonomic folks from the beginning. They have given us some excellent resources. Their support is five-stars.

I haven't directly interacted with tech support, but based on what I've heard, the overall experience was satisfactory.

Their technical support is excellent. I would rate them a nine out of 10. Whenever I send an email, they respond back. The only reason I don't give them a 10 is that I have been waiting for some time now on the Reserve Instances to work again. That's the only thing that has been a downer because we rely on them heavily. We are now having to use the Azure tool for that, and before the issue with Reserve Instances, we didn't have to. There's a lot of overlap between Azure on Turbonomic, but Turbonomic works better for us.

An aspect of the Turbonomic team that I have found, working with them over the years, is that whenever we've had an issue, they have always been willing to listen and to address it and to add the features we need. For example, when we started, Reserved Instances was really not up to par. But they listened to their customers and they started making changes. As time has gone on, the product has matured. They've incorporated a lot of the features that we've asked for into their appliance.

They have been great so far, very attentive. If I have submitted a ticket, I get a response really quickly and the issue is generally fixed soon after.

Great as well, any time I have had an issue they have been able to jump right in and fix it.

We do not use their support. Everything is done in-house.

Before IBM bought it, the support was fantastic. After IBM bought it, the support became very disappointing. 

When Turbonomic was under its own flag, they would hold our hands every step of the way. That included everything from proactive upgrades to the appliance, to recommendations, and best fits for us.

When IBM bought it, we renewed the product for one more year. When I had a license that had expired, I was having such difficulty doing anything on their portal or getting support on the product. Ever since IBM took it over, it doesn't look like we have been getting the support we used to under Turbonomic.

I've been impressed with the customer service team's desire to help and keep things smooth.

Technical support is excellent. The support crew work very hard to ensure that we have what we need, from basic information and support, to getting custom SQL queries written.

Excellent. The support service is very proactive and extremely helpful with any request asked of them.

Very high. We have some challenges around restrictions of rules to certain areas of our estate which tech support assisted with in a very quick time.

Excellent.

Excellent.

Customer Service:

Turbonomic provides excellent customer service. They are very responsive.

Technical Support:

One of the best technical support groups out of all of our vendors. They are very responsive.

Very good. When I've opened cases, I get contacted quickly, and am able to work with an engineer fairly quickly. I've also posted questions and non-critical items on the Green Circle community (Turbonomic's user community), and many times I've gotten quick response from our account manager and engineers.

Very good as well.

I rate Turbonomic support a ten out of ten. 

I would give customer service a rating of 9/10.

I would give technical support a rating of 9/10.

Customer success team is awesome. Sometimes the support team can take a long time to respond.

Good, but slow at times. If it's a really hot issue we can usually get a quick response though, after escalation.

Customer service is top notch, the product demos and trial we got early on were very helpful.

We haven't had to use tech support yet but I'm sure they are fantastic

Technical support is where Turbonomic shines.

Lots of features are still in the works but the company really makes sure you have a lot of attention and support after the sale, which is sometimes hard to get. Most of the time, once a vendor has your money, you never hear from them again. However, I have had a great experience with post-sales support and a lot of hand-holding.

It is really well done on their part to make their customer happy.

Customer Service:

The customer service has always been very responsive and friendly.

Technical Support:

Technical support responds quickly and always keeps you updated on any issues that may require some research. One of the processes is uploading or exporting a copy of your current environment. This gives support a copy of your environment to try to replicate a problem, if needed.

It has been excellent.

It has been excellent.

They are fast, polite and knowledgable.

They are on par with customer service; fast, polite and knowledgable.

Customer service has been amazing, the guys on the tech teams have been available and helpful every time we have had an issue.

Very good technical support.

The technical support is now done by IBM.

The support has been really good. The people that I've been working with have been really helpful. It's been working.

In our experience, we've had excellent Account Managers. Our questions have been researched and responded to in a timely fashion.

I would give technical support a rating of 9/10. They have been very responsive.

I've had very pleasant experiences with customer service. Everyone with whom I have spoken has been prompt and knowledgeable.

I've only had one support call and it was a great. Comparing Turbonomic Support against HPE, VMware, and Cisco, is like comparing heaven and hell.

I'm in contact with our Customer Experience Manager every month. He is always checking to see how things are going, asking what can be improved, and offering assistance in using the functions of the product.

I've had very few interactions with support but the ones I've had have been very helpful and resolved the issue.

10/10. They've been quick to respond each time we need help with a new feature or we notice something odd. 

We learned that all we have to do is engage the Turbonomic team, and they will help us get anything that we need done. They will make feature improvements if we request them. They are proactive when working with us.

I've had to deal with them probably mid-summer just with a couple of questions, and they were very responsive. I have no issues with them. I usually get a call back for assistance within an hour.

Customer Service:

Excellent.

Technical Support:

Excellent.

I had a question that came up, and I didn't know how to do something which was how to get very detailed application load on a particular server. I called in to the support, talked to the support gentleman, and he helped me get to the bottom of it. We actually even leveraged their development resources. He got them on the call with me, and so I was able to easily and quickly talk to tier III or even development support directly as a customer.

9/10. I have received prompt and quality service.

9/10. I have received prompt and quality service.

Always helpful.

Nothing but good things to say about tech support, always quick to respond back and I always feel like I got the A-team working with me on my issue.

Great. Turbonomic knows what it can do - and what it can't.

Account reps have been great and very engaging.

Need for technical support has been minimal.

Very good

Excellent, VMTurbo even proactively contact us when new releases come out to ensure we have been able to update ok and to explain the new features of that release.

It's always been good - 10/10.

10/10.

Their customer service is very responsive and they have been following up with us since we bought the product.

I get accurate answers quickly. I would have to rate it higher than most support organizations.

Customer service is excellent.

Can not comment on tech support as we have not needed it.

Excellent customer service. We've had help with setting up custom reports and anytime we need to increase our license count it is a quick turnaround.

Excellent. Not many technical issues so far, but have been very helpful and knowledgeable. We will use them to get us migrated to 5.9 on CentOS from our current 5.7 on SUSE.

Very proactive in engaging customer for feedback.

I have had no issues in this area.

Excellent.

Excellent.

Customer service has been exceptional, I get quartly updates via the phone and they remember me. I get too busy to remember to upgrade occasionally so my sales contact is good at reminding me without nagging :)

I haven't had a need to contact their technical support since the product is fairly simple to figure out.

Excellent. We largely don't have to touch the product which has lead to us missing out on an occasional feature. Our rep has met with us from time to time specifically to go over things we might be missing. Very handy.

We've had excellent support including some help with getting the most out of the product. We tended to *need* a small portion of what the product can do. That can lead to missing out on neat things it *can* do, and our rep/support helped to point some of these things out for us.

The customer service team were very helpful when we needed them. They were knowledgeable at initial call, and promptly got back to us after diagnosis of our problem.

The technical team are very knowledgeable of the product and we would rate their level of service very highly.

Customer Service:

Excellent.

Technical Support:

Excellent.

Wonderful. They have strong technical support that is very willing to dig into problems.

Wonderful. They have strong technical support that is very willing to dig into problems.

Customer service is very good and the wait times are minimal.

Technical support is very good and the wait times are minimal.

Nine out of 10.

Nine out of 10.

Customer service has been superb. Our account team has been available to guide us through deployment and configuration of the tool. They've helped us understand how to use Plan and Policy to forecast and organize workloads.

N/A: I have not had to work with technical support yet. My colleague who has though, reports that they have been helpful and responsive.

5/5 stars, Turbonomic representatives are always available and friendly!

5/5 stars, representatives have always been able to rapidly address any technical concern and get any changes up and running when we need them!

Customer service has been excellent. We did a very lengthy PoC and they were always willing to answer questions quickly and to offer up ideas about how to tackle issues in our environment.

Technical support has also been excellent. Any time we have a question or concern, we always get a quick and thorough response. We don't dread calling for help like with other solutions we have.

The folks at Turbonomic love what they do and it shines through. I have never had a bad encounter with anyone there. They are very responsive to any needs we have and have even called to do a health check-up!

Excellent. I needed help one time upgrading to the latest version and installing our own branding and the tech walked me through both things in 10 minutes!

Excellent. I can't say enough about the quality of this company. For example, A few months ago our Turbonomic rep discovered I wasn't familiar with a specific feature of this product. He arranged a one to one phone appointment with a tech to teach me.

Excellent. I have only opened a relatively small number of support cases over the years I've used this product. Each case was handled quickly.

Excellent.

Excellent.

Excellent.  They have gone out of their way to make sure we are happy with the product.  They have helped us make the system work for us, not against us.

I rate customer service as a 10/10. I've not had any issues when dealing with support or sales team.

Technical support has aided me one time, and I am totally satisfied. Quick and correct resolution.

The customer service folks have always been polite and professional.

On the few occasions that we've had to contact support, it's always been good. We haven't ever sat on hold for extended periods of time, and have always been satisfied with the abilities of the representatives.

Excellent.

Excellent.

Customer Service:

Not at this time. The team usually is very responsive.

Technical Support:

Very good.

Their customer service is second to none. Any time I've had to contact support, they've answered it immediately and correctly.

Excellent!

We have had great experience with Turbonomic customer service.

We have had quick response for any technical support that was required. So far, I'm satisfied with the level of technical support.

I would give customer service a rating of 15/10!

Technical support has been exceptional.

10/10

10/10

10 out of 10.

On a scale of one to 10 it's been a 5.

Customer service is very good and proactive, with the customer experience team keeping in touch regularly.

With only some minor issues, technical support for us has been very good.

Support is very responsive.

Technical support is very knowledgeable and helpful.

Customer service has always been exceptional.

Technical support has been very quick to respond and very knowledgeable.

Customer service is great.

Technical support is great.

Perfect. Attention to details on every open ticket.

Top notch effort put into each support request.

Top notch. They have really patient and willing to help in anyway they can. The account teams are responsive and always willing to get you to the right person to help with any issues, big or small.

They're friendly and really know the product inside and out - as well as the technologies that work with the product.

Customer Service has been very good and our rep is always reaching out to see how they can make our experience even better.

Technical Support has been good but we have not had the need to use it very often,

Excellent. I am noticing quality support seems to be getting harder to come by. Turbonomic's support quality is what all support organizations should aspire to achieve.

Customer service is fantastic.

Five stars.

Support has been great, both technical and sales.

Tech support has been great.

They're great. We haven't had many issues, but when we do they have been very responsive.

Excellent.

Excellent. They've always been quick to support any issues/queries we have.

Excellent.

Top-rated.

Top-rated.

Excellent, about once a month my account team checks in with me and makes sure my needs are being met with the product.

Great.

Excellent. My rep always stays in touch and keeps us in the loop when changes are coming.

Excellent. They seem to be very responsive to any issues that have come up. They stay engaged until there is a solution in place.

10-plus. Everyone at Turbonomic we've worked with has been top-notch and extremely knowledgeable about their product.

10-plus, same as above!

Very good. Very quick response times.

Very good. Knowledgeable staff.

Any time we have talked to tech support we have had no issues. Seem to get us the answer we are looking for quickly.

Every support engineer I have worked with has been friendly, professional and knowledgeable.

10 of 10

Fantastic - any time we've had a problem or needed to get a specific set of information out of the tool, they've helped.

10 out of 10

They are very responsive.

They are great - very responsive.

Excellent. We talk to our account rep on a regular basis and he walks through our environment and offers other areas for automation as well as new features being added.

Excellent. For the very few issues we have had, they have been quick to respond and solve the issue.

Eight out of 10.

Not necessary so far.

Customer service is exceptional, any minor issues we had were addressed as we would bring them up.

Technical support is very responsive and thorough. When initially using Turbo, technical replies would include not just recommended fixes, but also where to refer to in the documentation for the issue in question. Very helpful early on.

Customer service is very good. They are knowledgeable about the product. If they don't have the answer they will get someone who has it.

I have no complaints about tech support.

Excellent. We were able to evaluate and implement with full support.

High.

Customer service and support are one of the tops in the industry.

One of the best I have ever dealt with.

The support is very good. Very quick responses if you have a support issue.

By using the Green Circle community, you can get answers to real life questions about customised reports, etc.

Very good.

An eight out of 10

An eight out of 10

Excellent. Very involved and positive experience with all members at Turbonomics!

Excellent. Super humble, very helpful.

I felt like a tourist talking to NASA engineers in terms of skill level.

Excellent!

Customer Service:

Customer Service/Sales I would rate as 10 out of 10. Sales was tremendous in helping me sell the solution to Management for purchasing.

Technical Support:

Technical Support has not been engaged as of yet.

Excellent.

Excellent.

The customer service is very good. They fixed all our issues and they are always ready to help.

Very good.

Very good, the issues we have had were dealt with in a timely fashion.

Very good. Feedback and support were both very good.

Nine out of 10.

Nine out of 10.

The customer service is fantastic.  I needed a custom report template built and it wasn't available on their GreenCircle support page, so they custom built a query and had it back to me within a few hours.

Customer support has been excellent, as I encounter an issue support is responding in a very timely manner and has been very easy to work with to solve the issue.

Excellent, they are always willing to help.

Excellent and ready to train.

Customer service is excellent.

Excellent.

Excellent

Great

Customer service is excellent and very proactive.

Technical support is excellent and very proactive.

The customer service of Turbonomic has been excellent.

Technical support have been very good.

On a scale of 1-10, 9.5.

On a scale of 1-10, 9.

Excellent. All my interactions have been timely and efficient.

Excellent. All my interactions have been timely and efficient.

Excellent

The support team at VMTurbo is so quick in responding. I always get an answer to my questions and they always get me the support I need when I need it. I’ve been very impressed.

10!! One of the things that sets VMTurbo apart from other vendors is the feeling of family. They truly want to help get any issue resolved as soon as possible. Their customer service is directly related to their product. You can tell right away that the techs, engineers and sales people care about the software.

10/10.

Excellent.

Excellent.

Excellent.

Great too. Didn't go to anybody who didn't knew what was doing. Sometimes when you call to support, you get that feeling that the guy is not following you or does not have a clue what you're asking for. That never happens with their support.

The contacts we had with customer service have been top notch. Very friendly, always willing to help and quick response.

Same as the customer service.

Probably the best customer service I have ever encountered.

Excellent.

Top Notch. The one time I need to contact support, they were responsive and courteous.

I have only needed support once, and the technician was knowledgeable and helpful in resolving my issue.

This is one of the areas that Turbonomic shines. Any issues we have with the product are handled quickly. Turbonomic has a great and knowledgeable support staff. There are no first-tier database reading techs here. (You know what I'm talking about!)

Technical support is very professional, efficient, and knowledgeable.

Nine out of 10 (because no one is perfect).

Nine out of 10 (because no one is perfect).

Excellent

Excellent

Customer service around our user related "how to" questions has been outstanding.

Customer service around our user related "how to" questions has been outstanding.

Very good.

Very good.

Customer service was great. They were always responsive.

Excellent.

Same as Customer service. Quick, professional and always prepared to follow up.

Excellent. Rob and a few other guys from Turbonomics are always willing to help. Because I have taken over from a senior resource that has left the company, I have a standing WebEx every month to review my Turbonomics environment. They are always willing to assist.

Excellent. Almost all issues are resolved a few hours after a service call has been logged.

Customer Service is excellent. I have yet to open a ticket and not have my problem looked at right away. 99% of the time, the issues were resolved right away.

Excellent - Very knowledgeable

Excellent! Both pre-service and post-service were world class. The company has a vested interest in ensuring their customers know what they are buying and are supported with great care.

Excellent as well. Minor issues with version updates were quickly corrected/addressed and questions about configuration and optimization were handled very promptly.

Customer service was first rate in helping us determine if Turbonomic would work for us and directing support to our installation issue.

Technical support was able to quickly resolve our installation issue.

10/10

10/10

Excellent

Excellent

Customer service has been amazing as well as their community base.

I would rate them a 10/10.

Excellent.

Excellent.

Technical support is very good.

On a scale of 1-10 I would say 8.

On a scale of 1-10 I would say 8.

7

9/10

Customer service has been great and anytime that I needed anything, they responded within a few minutes.

Technical support has been great. They have fixed any little bugs that I ran across.

Their customer service is top notch - quick to respond and very helpful. Plus, with the Green Circle Community there is the added bonus of a support group (of sorts).

I cannot speak to their technical support, as we've really not had any issues, and initial implementation was a breeze.

Fantastic! 10/10. Engineers are responsive and very knowledgeable

Excellent!

Excellent!

I have had several WebEx sessions where their techs very professionally addressed some questions or issues I had.

Really good, all the account management I've spoken to understand their product and how we can improve and progress our environment.

Also really good. All the support staff I've spoken to understand their product and what we're trying to achieve.

Customer service was pretty responsive.

Technical support was pretty responsive. Issues that could not be immediately resolved were escalated to Engineering/development.

Customer service has always been great with Turbonomic.

10/10. Anytime you call for support, they know exactly what the issue is.

Great - 10/10

10/10, everyone has been very helpful and even my pre-sales guys are very easy to reach and check up on my from time to time.

10/10.

Customer service always responds quickly, and is knowledgeable and thorough.

I haven't had to use it much, but the couple of times I called, it was taken care of right away.

Very good.

Excellent, in my personal experience. Proactive, quick, and ready to help anytime.

Technically strong and ready to help for new technology integration with this tool.

Good customer service. Not too "pushy" on additional features, and always trying to understand our needs and to see if there are areas where we could use the product in a better way.

Great technical support. Fast response and very knowledgable.

They have been very helpful every time we've been in contact.

Excellent.

Excellent.

On a scale of 1-10, 10 being the highest -> 10

On a scale of 1-10, 10 being the highest -> 10

Exceptional, customer service and support is amazing!

Very high, I have had numerous training and question calls with tech support and everyone on the team knows exactly what they are talking about.

Excellent.

Excellent.

Service is fantastic and always willing to help us with questions regarding licensing and other features.

10/10 on customer support, as well as account management, could not be happier.

10/10 on technical support. If I encounter a complex issue, they escalate me to a developer resource who dives deeply to find a root cause.

Top notch customer service. They follow up with you as needed to make sure the product works as expected, send emails when new updates are available and support has resolved any issues we ran into immediately.

As stated above, support has always been quick to assist and resolve any issues we ran into.

Very good.

Very good.

Excellent. Both the sales and support staff have been very accommodating but not suffocating.

Excellent. We have been aligned with the proper resources to analyze and provide solutions to the problems we have encountered. The responses from tech support have been transparent and they have provided as much information as possible to be sure we are satisfied.

4/5

3/5

Very cool.

Very cool. We got an online demo from the technical support and much assistance in operations.

I would give the technical support a 10 out of 10 rating.

Very good.

When we purchased the product they were super helpful to make sure we had all of the communication that was necessary to make sure this product was installed successfully.

They are very responsive. In addition when we purchased the product they trained us on all of the features and let us know if we needed any assistance in more detail to not hesitate to give them a call.

Turbonomics customer service I found pleasant and a pleasure to work with. Any issue raised will get you a fix in a very short turnaround.

Customer server is always great and respond to my tickets quick.

The technical team are very knowledgeable of the product and knows when to ask for senior assistant when needed.

Very cool.

Very cool. We got online demo from the technical support and much assistance in operations.

Excellent!

Excellent!

Customer service is excellent.

Technical support was very helpful.

Excellent!

Excellent!

Top notch

Top notch

Fantastic. Their pre and post sales support has been fantastic.

10/10

Excellent. They have teams dedicated to helping their customers get the most from the product.

Excellent.

Excellent.

Excellent.

10.

10.

Great customer service.

Technical support was great.

Great. Always very helpful, above and beyond most companies.

Always very knowledgeable the few times I had to call.