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 »
Assad Ali
Owner at Ali Network Solutions
The technical support's response time was okay. I had to wait several hours for a response, but that was probably because of the time difference. All in all, it was quite acceptable and sort of normal. 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 »
Learn what your peers think about Vembu BDR Suite. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,043 professionals have used our research since 2012.
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 »
Chukwu Austine
Team Lead IT Infrastructure & Support at Africa Prudential Plc
I love Vembu's customer care. If you have any issues or questions, they respond and their response time is quick. Their technical support is good. I would rate it at eight out of 10. I had a conversation with them last night. I sent them an email and they immediately responded. View full review »
Reviewer432
Senior Architect at ePlus Technology
Technical support gets an A-plus. View full review »
Reviewer93746
Owner at a consultancy with 1-10 employees
For the issues that I've had, the tech support has been very good. I've had no complaints and they've been very responsive. I've only had three or four issues, and they have all been resolved. That has been a very good experience. The last reason I had to contact support was for a restore that I needed to do. I also moved ESXi servers, so I had to have some assistance because the backup was done on one ESXi server and then I moved it to another ESXi server. I needed to do the restore and tech support assisted with that. There has never been a situation where I had tiered tech support, where the first person I got didn't know and handed me off to the next person who handed me off to the next person. 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 »
reviewer1336773
Manager Infrastructure and Applications at a tech services company with 10,001+ employees
From both the sales and technical support standpoint, they have been great. They have helped out to the extent that they can, but it hasn't been enough. There are things that they can't do and it's going to have to happen on my side (in my production environment). It was not clear from the evaluation level, when we ran through evaluation on it, that this was going to be an issue when we got to production. View full review »
reviewer1329195
IT Consultant at a tech services company with 501-1,000 employees
The technical support has been good. They have been dedicated to resolving issues. 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 »
Ben Grant
Lead Computer Technician
Every time I have called, I've had good tech support. View full review »
ArtGrasso
Systems Business Manager at a construction company with 11-50 employees
The problem that I really had — and it was not the product — is that when I called in, the phone system is a negative five on a scale from one to ten, where one is the worst. They wanted me to leave a message. When there is a problem with the product and you call in, you want to talk to somebody or wait to talk to somebody, not leave a message. If our system is down and someone says to me, "What's going on? Our system is down. Our company's not running. What are you doing?" the conversation would go something like this: "I'm waiting for a phone call back." "You're waiting for a what? A phone call back? You get on that phone and get those guys on the line." And he would use some other choice words before the word "phone." Their response was quick, but I'd rather wait on hold. I'll listen to music. In that same scenario where someone asks me what is happening and I say, "Oh, I'm on hold. I'm waiting for support to respond to me," they would say, "Oh, okay. That's good. You've got it under control." It's all perception. Have you ever run a program and it just sits there and sits there and you have no idea how long it's going to take for the update to finish? A minute becomes an hour. It was like that. Their phone system is horrible, terrible. The support itself was good. The technician was good. However, they all seem to be from India and language could be a problem, although I have not found that to be an issue so far. I would like to see more support from the U.S. I'd rather speak to someone from the U.S. than someone from another country. That's just a preference: "Made in the USA." 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 »
reviewer1343418
InfoSec Manager at a tech services company with 51-200 employees
We haven't had to contact technical support yet. View full review »
BobbyMorrell
Manager at a real estate/law firm with 1-10 employees
Customer service could be improved. There seems to be a delay when trying to get to someone for customer service issues. Usually they'll tell me to send an email. That is one area that I would like to see improved. I had pretty good technical support while we were evaluating the product. Since then, it has not been so good. View full review »
WaqarAzeem
IT Manager at Kuwait Medical International
The technical support is good. 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 »
reviewer1230879
Network Administrator at a non-profit with 201-500 employees
Support is very important. But sometimes they respond to me four hours after I contact them, maybe more. I would like them to improve their response time. Also, their time zone is different from US/Canada. Overall, support is very good, but their reaction takes a while. View full review »
reviewer1310640
Information Technology Analyst 3 at a retailer with 51-200 employees
Technical support is good but the problem I have is that I often can't understand the technicians because they have extremely heavy accents, and that makes communication kind of difficult. 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 »
Forrest Wu
Sr. Specialist, IT at WWF-Canada
I would rate the technical support as eight or nine (out of 10). I would like them to improve their response rate. 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 »
Learn what your peers think about Vembu BDR Suite. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,043 professionals have used our research since 2012.