Vembu BDR Suite Customer Service and Technical Support

John Demattia
Director of IT at MTSI, Inc.
The other thing that stands out, while it isn't a feature per se, is support. Any time we have a question, whether we call or email them, we get an amazing response. We're not a Fortune 500 company, we're smaller, we don't have a large number of licenses yet. But we get quick response and follow-up to make sure that the issue has been properly addressed, as though we were a Fortune 500 company. I'm amazed by the level of support they provide. Last time I contacted them was because the volume that we put our backups on became full, and I wasn't sure what the best way was to address the problem. They gave me directions on how to address the problem, but more importantly, on how to avoid the problem in the future. Around October of 2018, I did escalate an issue regarding backups but that was the only time that I can remember having to do so. Like everything else, it went extremely well. The follow-up and the level of detail, hands-on, were great. I've been in IT for 40 years and it's not something I'm used to seeing. It has been a nice surprise. View full review »
Dennis Skaltsis
WebFOCUS Senior Consultant
Their technical support is excellent. The speed at which those guys are replying is like chatting through email. They reply immediately and, in most of the cases, they have the answer available right away. It is very acceptable and we appreciate that. View full review »
Erik Van Der Plaat
System / Network Administrator at Peelland ICT
The few times we needed support from Vembu, they were very quick in responding back to emails, and resolved every problem that we reported to them. View full review »
Find out what your peers are saying about Vembu Technologies, Veeam Software, Acronis and others in Cloud Backup. Updated: September 2019.
371,355 professionals have used our research since 2012.
Ashoka Reddy
CEO at a tech services company with 1-10 employees
Their tech support is okay, but they don't respond in time to sort out the problem. We sorted it out ourselves. We fed back the answer. There wasn't any thank you. There wasn't any acknowledgment. There wasn't even any appreciation of what we'd actually done, something like, "Yeah, yeah, you shouldn't have done that." That kind of thing. Very basic support. There is a willingness to help and respond, but in actually solving the problem, they're not very good at all. Then, once we did solve it, there was no understanding of what had been done, so it's at that level that it is lacking. This issue was over New Year's time. I was actually on holiday in India. I had to waste a whole day rebuilding a system from a corrupt backup. And again, no support from the Vembu guys, at all. Once we showed them what had been done, again, no acknowledgment that they'd safeguard this in the future. It has been several months now and I'm not in a position to be chasing them to improve the product in that way. So it's still there, in potential, for future Vembu customers to hit the problem that we had and they might not be as tolerant or be able to fix it. We're an IT company ourselves, so we do understand the nature of the software that they're running and the problems, but there are major flaws in the design at set up time. View full review »
Blake Krzic
Application Support Specialist at a manufacturing company with 51-200 employees
The tech support is phenomenal. We were not expecting a fix to happen as quickly as it did. The response time, through everything I've experienced so far with them, has been within an hour. View full review »
Stuart Conner
Director of IT at a healthcare company with 51-200 employees
The tech support is the one thing - that is not a system issue - but which is a little bit difficult to work with. They've been great when I get them on the phone, but they work in different time zones. We're in Mountain Standard Time in America and the tech support works out of India, and something like 9:00 pm here is 9:00 am for them. So every tech support issue that I've had to contact them on has always been late and night. It's not a game-changer, but it's definitely not the best solution. The customer support has been great when we get together. They have a weird way of doing it where they'll do a TeamViewer session with you and have you leave the TeamViewer session running until they remote in. I'm not comfortable with that, so I've always been on the line with them. As far as interacting with customer support, it's been great, it's just getting together with them at a specific time that is an issue. View full review »
Reviewer432
Senior Architect at ePlus Technology
Technical support gets an A-plus. View full review »
Gabor Virag
Systems Engineer at GVir Informationsmanagement
They have very good support. I always get an answer quite fast when we have trouble. When we write an email, on next day, we will have an answer. This is really good and unusual. I like the support. View full review »
Tim Kemp
IT Director at Premier Technical Services Group PLC
Technical support is fantastic. Responses are normally received within about an hour to an hour-and-a-half. Where something has required escalation, it's been completed within a few hours. We've had very little contact with support, but where we've needed it the response has pretty much been a fix the first time. View full review »
Matthew Pechia
Managing Member at Offsite Data Protection Services
I am very pleased with Vembu's technical support. I have asked Vembu technical support how to handle the following scenario and haven't gotten a good answer: I have a couple of clients who are pretty large (a couple of terabytes). If I ever had to restore that, it would take quite a long time. I would like some suggestions on where to maybe physically backup on their location. Then, am I sending that up to the cloud? If I were to restore, could I restore right from their location locally? Since that would be much quicker. View full review »
JonathanBrown
Owner at a engineering company with 11-50 employees
I would rate technical support at one out of ten. I don't even know why they have a tech support phone number because I was told in an email from a manager that they don't provide tech support over the phone. Every time I call the tech support phone number, I'm told I have to send an email to support@vembu.com. I said that I would pay extra for premium support but they said they don't even offer it. View full review »
Hasni Guetaff
Director of Technology at a wholesaler/distributor with 201-500 employees
I would give tech support a score of nine out of ten, which is almost perfect for me. View full review »
Rajkumar Neelakantan
IT Director at a marketing services firm with 201-500 employees
Support is very good. When you call them or send out a support email, immediately someone responds. It’s really good. They come back with an answer immediately. There has never been a time where they said they wanted to do some research on it. The moment I send them an issue, the guys fix it immediately. View full review »
Dan Bradshaw
IT at a religious institution with 11-50 employees
I have enjoyed the support. They're very quick in turning around solutions for the issues and problems that I have had. You get a good turnaround. It takes a little while, but they document it. You can log in to their website and create a ticket, and see in real-time if it has been updated. It's really nice. View full review »
ITDirect0f6b
IT Director with 11-50 employees
Tech support is good. View full review »
Richard Goward
IT Administrator at a health, wellness and fitness company with 11-50 employees
I run into the problem of their chat service not being available frequently. I like chat as it is quick. When it is not available I have to get a support ticket going. I was asked to provide a TeamViewer number and that was fine. However, I was waiting for a while and needed to go to lunch. If the TeamViewer session could be accessed either within 15 minutes or scheduled, so I know when they will connect, it would be helpful. It is really necessary that I be available during the session as there are questions. I do not want to be chained to my computer while I wait for the session to start. View full review »
Madhu K Menon
Consultant at Kwan Environmental Solutions India Pvt. Ltd.
I am happy with the technical support. Whenever I have contacted them, I have received the results that I was looking for. View full review »
Technicad584
Technical Architect at a tech services company with 11-50 employees
Tech support has been pretty good. I've reached out to them a couple of times and they answered my questions. The support has been pretty decent. View full review »
cto899259
CTO at a tech services company with 1-10 employees
The support from Vembu is very, very good. These guys have saved my life two or three times. View full review »
Richard Voorheis
Software Test Engineer at a tech vendor with 5,001-10,000 employees
Their technical support is very good to work with, as they are able to propose alternate solutions to problems that work well for us. View full review »
Find out what your peers are saying about Vembu Technologies, Veeam Software, Acronis and others in Cloud Backup. Updated: September 2019.
371,355 professionals have used our research since 2012.
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