Unitrends Customer Service and Support
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.
View full review »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.
View full review »DS
Derek Schneider
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.
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.
On a scale of one to ten, where one is low, and ten is high, I rate the solution's technical support an eight.
View full review »JH
reviewer1352379
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.
View full review »MA
reviewer1053252
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.
View full review »Customer Service:
Customer service is excellent.
Technical Support:
Technical support is very qualified and educated.
View full review »AM
Andrew-Murphy
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.
View full review »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.
View full review »So far, they have gone out of their way to assist us if there are questions or issues.
View full review »RR
SenInfra8967
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.
View full review »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.
View full review »LW
Lahiru Wickramasinghe
Manager Technical Support at Ultrium Technologies
great Technical Support. they fixed some serious setup issues and made sure everything backed up correctly.
View full review »JG
reviewer1534704
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.
View full review »Outstanding.
View full review »It is a 10 out of 10.
View full review »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.
View full review »GG
Greg G
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.
View full review »
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.
View full review »Excellent.
View full review »I give them a one out of 10.
View full review »It's average.
View full review »A 10 out 10. Whenever I have had issues, the customer service staff has been more than helpful in resolve them.
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.