Veritas NetBackup Appliance Customer Service and Technical Support

Bckupdataad67
Backup and Database Administrator at a energy/utilities company with 201-500 employees
There are different types of technical support. They offer Gold and 24/7 monitoring, for example. The also offer support where they take the responsibility of monitoring the appliances. Even in cases where the backup administrator is not aware of an imminent hard disk failure, they know about it and send the replacement. We decided to go with the Essential Support because my knowledge is very good on this product, so we try to eliminate the costs of more premium offerings. Even with Essential Support, their response time is very, very satisfactory. There was no situation where I had to call them or open on the technical support portal and chase them to get answers. Usually, they respond within 4 hours. That's really good especially because it's merely Essential Support, not Platinum or Gold. There was one case where we had a problem that needed escalation. The escalation happens after the second or the third action from their side. Usually, they request some logs to provide immediate feedback. They didn't spend too much time investigating the logs, and they responded immediately. They can escalate it as well if they need to. View full review »
MahdiBahmani
Solution Architect, IT Consultant at Merdasco - Rayan Merdas Data Prosseccing
Due to sanctions, my customers are often unable to use support from the original companies. I have not had any experience with their technical support, although two of my colleagues have worked in Australia and have experience with their team. The level of support varies depending on the contract. From what I understand, customers were satisfied with the support. View full review »
Associate67
Associate at a consultancy with 1,001-5,000 employees
We have a relationship with backup support. Any engagement with technical support is very easy and quick. I have had good experiences when I have been faced with any problems. I have never had to call the help desk directly or the support team. I have always gone through the account manager for a solution. View full review »
Learn what your peers think about Veritas NetBackup Appliance. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,536 professionals have used our research since 2012.
AbhishekKumar2
IT Team Leader at a financial services firm with 5,001-10,000 employees
With technical support, it feels like they aren't well trained and it takes forever to get answers out of them. We've had many complaints about them. Usually, we end up fixing it in house, since it feels like technical support is just running out the clock. I would rate technical support at six out of ten. View full review »
Felipe Herrera
IT Operations Manager at a tech services company with 1,001-5,000 employees
Technical support for this solution is good, as long as you are paying for the high-level support. Otherwise, you will be dealing with somebody responsible for supporting many different products. View full review »
Scntstchf67
Chief Scientist at a tech services company with 11-50 employees
I don't deal with technical support myself, but from what I have heard from my current customers, they haven't had any trouble. This is a plus for a big company like Veritas. View full review »
Stoengi67
Storage Engineer at a insurance company with 1,001-5,000 employees
For specific appliances, support is very good. View full review »
EnterDirect677
Director of the Enterprise Department at a tech services company with 51-200 employees
Technical support is something that needs improvement. View full review »
Mohammad Hussain
Network Administrator at KING FAHD MILITARY MEDICAL COMPLEX
We rarely need their help. I would give their technical support an 8.5 out of ten. We are satisfied. View full review »
Learn what your peers think about Veritas NetBackup Appliance. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,536 professionals have used our research since 2012.