Unitrends Customer Service and Support

Todd Guthrie - PeerSpot reviewer
Director Of Information Technology at Creation Technologies

It's easy to create a support request through their portal, but often, the support person is not responsive or doesn't get back to you when they say they're going to. You find yourself bouncing back and forth to get them involved. It shouldn't be that complicated, considering the amount we pay each year.

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Michael Powell - PeerSpot reviewer
System Engineer at a recreational facilities/services company with 11-50 employees

We spoke with Unitrends support about renewing the maintenance on the appliance and the features we're looking for. We were looking to back up our Microsoft 365 in addition to our local backups. We were also looking to move some VMs into Azure, so we asked if they had another product for cloud-based backup, and they suggested the software version of Unitrends.

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DS
Manager, Information Technology at a hospitality company with 201-500 employees

I would evaluate Unitrends' tech support as a nine out of ten. They have been responsive, addressing my questions promptly and effectively resolving the issues I encountered.

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Buyer's Guide
Unitrends
March 2024
Learn what your peers think about Unitrends. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Pragnesh Menon - PeerSpot reviewer
IT Manager at Middlesex University Dubai

On a scale of one to ten, where one is low, and ten is high, I rate the solution's technical support an eight.

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JH
Systems Engineer specializing in Data Protection at a government with 201-500 employees

The technical support was awesome. They were very good people to work with and I liked them a lot, but the product needed some work.

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MA
Technical Presales Consultant/ Engineer at a tech vendor with 10,001+ employees

Technical support was great at the time. They had this chat feature, and they are happy to support you. That's actually one of the selling points, and we show the customer that their support is reliable.

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it_user265281 - PeerSpot reviewer
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates

Customer Service:

Customer service is excellent.

Technical Support:

Technical support is very qualified and educated.

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AM
Systems Administrator at a construction company with 51-200 employees

Customer Service:

Good customer service. No problems with my sales rep.

Technical Support:

High level of tech support. The best part of their service. They keep following up until they know everything is right.

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it_user791514 - PeerSpot reviewer
Manager at a healthcare company with 201-500 employees

One of the best features is the customer service. When submitting online, the techs are quick to return my call and are very patient and helpful in answering all my questions. 

I recently had an issue backing up a specific server (and without sending an email), the tech emailed me at 4 AM and provided a solution to the error which was generated.

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it_user792186 - PeerSpot reviewer
Senior Systems Engineer at a university with 1,001-5,000 employees

So far, they have gone out of their way to assist us if there are questions or issues.

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RR
Senior Infrastructure Analyst at a financial services firm with 201-500 employees

The technical support team is pretty good, actually. In all fairness to them, they are good. It is not their fault that their products are not functional in all aspects. But, from the support perspective, they did work quite hard to get things working in our favor. They did try their best. We cannot fault the support team for a problem with the product, itself.

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it_user752589 - PeerSpot reviewer
Unix/Apple System Administrator at a non-tech company with 1,001-5,000 employees

Customer Service:

Like any other company, sales will tell you almost anything, but the real proof is when you get it in your environment for a test drive.

Technical Support:

Technical support has not been very helpful when there are complex issues. It is sometimes difficult to find someone who can answer questions the right way. I have had tickets that have changed hands, and each person claims to have fixed the issue while there are multiple reasons given for the problem.

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LW
Manager Technical Support at Ultrium Technologies

great Technical Support. they fixed some serious setup issues and made sure everything backed up correctly.

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JG
Systems Administrator at a tech services company with 11-50 employees

When I have had to use tech support, they've been very good. I've had a couple instances where something wasn't happening correctly and I called them and got a call back within the hour and we were able to get through it. I've been very happy with the couple times that I needed them.

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it_user753399 - PeerSpot reviewer
Technology Director at a non-tech company
it_user759144 - PeerSpot reviewer
IT Manager at a marketing services firm with 201-500 employees

It is a 10 out of 10.

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it_user759144 - PeerSpot reviewer
IT Manager at a marketing services firm with 201-500 employees
Customer Service:

Awesome support.

Technical Support:

Awesome support.

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it_user752442 - PeerSpot reviewer
Director of Information Technology at a legal firm with 201-500 employees

Customer Service:

Excellent. I like that I can chat directly with them for simple issues, and can also reach out to higher level engineers for the more difficult issues.

Technical Support:

Excellent, see previous answer.

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it_user752400 - PeerSpot reviewer
Senior Network Administrator at a comms service provider with 1,001-5,000 employees
Customer Service:

Excellent.

Technical Support:

Excellent.

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GG
Engineer at a tech services company with 11-50 employees

The technical support is brilliant. Unitrends provides what they call a white glove service, where they monitor the devices. They will send people out to either do repairs should something go wrong, or they will send a new device out. Then it's a matter of plugging it in because they do a lot of the maintenance work themselves.

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it_user761184 - PeerSpot reviewer
Network Administrator
Customer Service:

An eight out of 10. They are very helpful most of the time, which is why we selected them.

Technical Support:

An eight out of 10. They are very helpful most of the time, which is why we selected them.

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it_user760353 - PeerSpot reviewer
IT Director at a government
Customer Service:

Good.

Technical Support:

Very good technical support.

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it_user777852 - PeerSpot reviewer
Network Administrator at a financial services firm with 201-500 employees
it_user215967 - PeerSpot reviewer
Network Engineer at a wellness & fitness company with 501-1,000 employees

I give them a one out of 10.

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it_user215967 - PeerSpot reviewer
Network Engineer at a wellness & fitness company with 501-1,000 employees

It's average.

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it_user773313 - PeerSpot reviewer
Network Administrator at a transportation company with 11-50 employees

A 10 out 10. Whenever I have had issues, the customer service staff has been more than helpful in resolve them.

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Buyer's Guide
Unitrends
March 2024
Learn what your peers think about Unitrends. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.