Veritas NetBackup Customer Service and Support

N'GUESSAN E R - PeerSpot reviewer
Senior Presales Manager at SOCITECH S.A.

Currently, I find the setup problematic. When I compare the support we receive now to what we had in the past, it's clear that the support has become less responsive and reactive. 

So when we had some trouble with the solution, we had many difficulties in getting the satisfaction in a short time. The support level goes down. There are three levels of support, but we get the basic level of support. 

Because when I open a support case, I've usually already checked all the technical notes available on the Veritas site. Surprisingly, the support team often provides me with the same documents I've already reviewed. And when I try to escalate the issue for a quicker resolution, they are not ready to do so. So, in my experience, the support quality is not good for me.

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BB
Senior DBA at a comms service provider with 1,001-5,000 employees

While technical support is responsive, we have found that sometimes they just seem can't find the actual root cause of the issues we present. Sometimes they can't fix our issues. That's why we aren't 100% satisfied with the level of support they provide. They need to be more knowledgeable and dig deeper to resolve issues.

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Storemgr67 - PeerSpot reviewer
Storage Manager at a financial services firm with 10,001+ employees

There is room for improvement in the quality of the support. 

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

The technical support can be better.

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BH
IT Specialist at Moj

The technical support is extremely helpful.

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Giap Seng  Tay - PeerSpot reviewer
Senior IT Manager at Westports Malaysia Sdn Bhd

The solution’s technical support is very good and fast. They understand what we want and solve our issues in a very short period.

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WQ
Senior Systems Engineer at Ministry of Awqaf

Technical support is straightforward. They check the problem, identify the issue, and fix it without wasting time chatting.

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AsiyeYigit - PeerSpot reviewer
CTO at Gantek

Veritas NetBackup is a robust and mature solution. However, there is some latency with its support process. Sometimes, its support process takes a long time. Although we are talking to Veritas to improve their support process, it's still stable.

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Ismail Turhan - PeerSpot reviewer
IT Manager at Usak University

The technical support team's response time could be improved.

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JT
Senior Admistrator at hq-12b

Technical support varies. Some are very good. If you feel support is lacking you can redirect your case elsewhere and get to the right person. You need to really explain your issue well and if you do they will help you quickly. 

They could always improve their services a bit. 

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NM
Backup administrator at a government with 1,001-5,000 employees

The customer service and support team is good. The support is straightforward and always available. However, one issue I have with the support is that they follow specific guidelines. If your environment doesn't match their guidelines, you might face some difficulties. So, that's a minor downside of their support, but it's also their right to do so.

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TN
Senior Backup Engineer at a logistics company with 10,001+ employees

We were not getting proper support for the support cases that we were opening. Some of that came down to the fact that they knew we were leaving. It was more like, "Yeah, you're already on your way out the door. So, we'll look at that when we look at it." It wasn't like, "You're a happy customer, and you're going to be staying around. We need to make sure we keep you happy." Typically, you need to escalate before you get to anyone helpful.

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ID
Ict System Support Administrator at Gans

Customer service and support are good. We faced backup issues, and unfortunately, they couldn't resolve that issue. So, we had to seek support elsewhere. Then we decided to go for the same product again, which we purchased, and we are now configuring everything from scratch. This issue is related to the SQL side or server side, and some issues were not handled properly. So, the support is currently not satisfactory.

The backup kept failing, and the issue was not resolved. We sought support from the data side, but the issue persisted.

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Suresh Pathipatti - PeerSpot reviewer
Senior Information Technology Administrator at Aighospital

I rate Veritas support eight out of 10. We have issues reaching them during some hours, and we need to escalate through several levels to get a resolution. Sometimes tickets stay open for days.

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VC
Customer Solution Architect, IT Outsourcing & Cloud Computing Services at a comms service provider with 10,001+ employees

I personally have never contacted technical support, however, our operations teams have. I haven't heard anyone in our organization complain about their service which leads me to believe they've quite good. I would say overall our teams are satisfied with their level of service provided.

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SU
Senior Manager at a financial services firm with 1,001-5,000 employees

When needed, we open cases within our backup team. An engineer then troubleshoots the issues and responds to any required adjustments or additional information needed for the backup system.

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HB
CTO at Pishro Data System

Technical support has taken care of us very well. I don't use them a lot, however. I tend to go to my colleagues to ask questions. Technical support is kind of a last resort. 

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JB
Principal at a venture capital & private equity firm with 51-200 employees

Their customer support is not bad. I don't have any issues with technical support. Technical support is okay.

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Giap Seng  Tay - PeerSpot reviewer
Senior IT Manager at Westports Malaysia Sdn Bhd

Support wise, we have local support and it is quite strong. We've very satisfied with them overall. They are helpful and responsive.

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NE
Sr Solutions Architect at a computer software company with 1,001-5,000 employees

I'd give the technical support team a B to a B+. They've always been good.

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NJ
Infrastructure Delivery Manager at a energy/utilities company with 501-1,000 employees

Their technical support is very good.

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Roopesh Mohabeer - PeerSpot reviewer
Senior Systems Support Analyst at WARWYCK PHOENIX PCC

We have not needed to use technical support.

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AM
Senior Infrastructure Consultant at a insurance company with 10,001+ employees

I have contacted technical support in the past. Actually, in fact, I am very close to the account and product team operators in Singapore. They're great. They've been very supportive. We've quite satisfied with the level of service provided.

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MA
Infrastructure Manager - Oracle SCM at a financial services firm with 5,001-10,000 employees

Support is excellent. We found that they were giving proper support. They really work to help you in resolving your issue.

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IH
System Administrator at a manufacturing company with 10,001+ employees

The support isn't that great. It could be improved. They should have a faster response time.

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Roopesh Mohabeer - PeerSpot reviewer
Senior Systems Support Analyst at WARWYCK PHOENIX PCC

The current solution is stable and we haven't needed to contact the support.

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MC
IT Ops at Schmitech Inc.

I rate customer service and support an eight out of ten.

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Masood Hussain - PeerSpot reviewer
System Administrator at Hidada

The support we have received from Veritas NetBackup has been very good.

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BK
Sr. System Architect at a tech services company with 201-500 employees

The technical support from Veritas is good.

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KV
Vice President of Information Technology at a insurance company with 10,001+ employees

We have a local partner for support, and they contact Veritas. Our local partner is quite okay and experienced in the product.

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SB
General Manager at a comms service provider with 10,001+ employees

Technical support is great. 

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TS
IT Systems Engineer at Thenamaris Ships Management

We can speak with an agent from the United Kingdom, USA, or India. When you are speaking with the agent from India, is not the best support because you are trying to understand what he says in English, they manage but the support could be better from India.

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SS
System IT and Technologies Field Manager at Leumit Health Services

We are typically in contact with technical support two or three times a year to deal with issues that arise. They're brilliant, fast, and professional.

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SM
Backup System Engineer at a tech services company with 1,001-5,000 employees

Its customer support team is functional, but it doesn't always meet our expectations. We believe that it should be improved to address these issues more effectively.

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KC
Solutions Architect at AspireNXT

The technical support has improved and is much better than it used to be. 

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WQ
Senior Systems Engineer at Ministry of Awqaf

We are satisfied with the technical support for this solution.

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SH
Manager at a financial services firm with 1,001-5,000 employees

They need to improve their support. In the beginning, their engineers had trouble understanding the issue we were presenting. It took a lot of conversations for them to start troubleshooting the problem. 

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NM
Senior Software Engineer at a manufacturing company with 10,001+ employees

I have been satisfied with the support.

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FP
Senior Presales Engineer at a comms service provider with 1,001-5,000 employees

Veritas NetBackup has a lot of documentation on the web, in the public domain, it is easy. If you like to read a lot of documents, there is a lot of information available. You have the documents, guides, manuals, that are detailed for all kinds of products, for all kinds of clients and agents. When you need to reach technical support, that means your issue is very hard and documentation has no solution.

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RN
System Engineer with 1-10 employees

I think their technical support is very good. Everything from their level 1 support up to their engineering support is on point.

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AN
Senior IT Infrastructure Analyst at a energy/utilities company with 1,001-5,000 employees

The technical support has had a major impact on us. Sometimes, they do not support us properly. Support is available, but it is not immediate.

Our last problem was approximately one year ago. They were slow to respond so I continued to research the problem, found the solution, and implemented it myself.

Since my last contact with them was about a year ago, I don't know if things have improved or not. These days, I am more familiar with the product and don't need any support.

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OM
Architecte Backup at a comms service provider with 10,001+ employees

It is important, when we chose a solution, that the customer service/technical support team could help us when we needed it, but the support was good.

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it_user405480 - PeerSpot reviewer
Service Delivery Manager - Storage & Backup at a pharma/biotech company with 1,001-5,000 employees

Technical support is excellent.

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Jayson Martin - PeerSpot reviewer
Head IT Data Storage at Liberty Life Association of Africa

I would rate the technical support at 10/10.

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AA
Sr. Technical Support Engineer at Veritas Partner

The technical support is good.

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SJ
Backup & Storage Architect at a pharma/biotech company with 10,001+ employees

Technical support is not good.

They are not quick, it could be faster. You don't get any support quickly. You have to wait for 30 minutes or one hour. You will get better support if you get business-critical services, which will be provided at an additional cost.

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Wail Khachfa - PeerSpot reviewer
Network and Security Specialist at Ajman Digital Government

We receive very good support through our partner. We've been with them for over 10 years. 

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TS
Senior Presales Consultant at OFFTEC International

Technical support from the vendor's perspective has been very proactive. They are very active in responding to customer support requests. Their response times have been good and the people are great to deal with when it comes to troubleshooting and solving problems. Veritas knows what they are doing and they have excellent experience in their own product line.

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it_user722226 - PeerSpot reviewer
Linux, Backup and Storage Administrator with 10,001+ employees

10 out of 10.

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NG
Lead Engineer at a integrator with 201-500 employees

I would give technical support a rating of 8/10. They are good.

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MT
Backup and Storage Specialist at a sports company with 501-1,000 employees

Most of the time, the technical support for Veritas NetBackup is good, but at times, you'll feel there's a gap. Support for this product can still be improved, so I'm rating product support seven out of ten.

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PK
Desktop Support Engineer at a computer software company with 1,001-5,000 employees

Technical support is great. they are fast and very helpful. We are satisfied with their level of service. 

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JJ
Solutions Platform Architect at a retailer with 10,001+ employees

We have a very strong team and haven't had to log many calls with technical support.

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NA
Technical Specialist at a tech services company with 51-200 employees

We are very satisfied with the technical support.

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it_user495396 - PeerSpot reviewer
Backup Administration Engineer at a financial services firm with 1,001-5,000 employees

Technical support runs the gamut depending on where your call lands. US based support out of MN or FL is generally the best I can find for frontline people. India is about what you would expect. They push off a lot of work and assign busy work when they don’t know the answers. US backline engineers are some of the best technical people in the business.

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HB
Domain architect at a financial services firm with 10,001+ employees

I think the support is fine. We haven't had issues with it. 

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Sivathiban Krishnamurtthu - PeerSpot reviewer
Service Delivery Director at Syscentrix

In terms of technical support, it's been so far so good. I would say the only improvement needed is the callback time. They would say they will call back in two hours, however, many times we didn't get called back in that time. That said, the technical knowledge of the support engineers is very good.

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JG
Manager, Infrastructure & Support at a insurance company with 10,001+ employees

The last time we used technical support was when we made a version change. They were fine. 

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it_user720495 - PeerSpot reviewer
EMEA L3 Backup Integration/Build Team Leader / SME at a financial services firm with 10,001+ employees

Quite good. Seven out of 10.

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MH
System Engineer at a transportation company with 1,001-5,000 employees

Technical support is very good.

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VM
Head of IS at a financial services firm with 10,001+ employees

Veritas NetBackup technical support is good and responsive.

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MK
Senior DBA Sql Server, Oracle at a aerospace/defense firm with 10,001+ employees

I have been in touch with technical support and I would say that they are okay. I wouldn't rate them "very bad" or "very good" because I haven't been dissatisfied, yet I haven't seen anything impressive either.

The area for improvement that I can see with support is that they have to have better internal coordination. Multiple people or teams work on the same problem and the coordination on their end could be better.

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DD
IT Infrastructure Manager at Jonah Energy LLC

Our experience with tech support is mostly positive. But, we had some repeat issues and tech support was not entirely responsive to our needs.

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MP
IT admin

While technical support is good, it takes them a long time, for reasons unbeknownst to me, to resolve issues, which is why we involve their partners. This happens every time they take the logs and search. Technical support only gets back to us the following morning.

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KM
Symantec Business Critical Engineer at a tech services company with 11-50 employees

NetBackup support isn't great, but it's not the worst, either.

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PK
Advisor - Solution Architect at a computer software company with 10,001+ employees

Technical support is good. If we find an issue, we get in touch with their support immediately.

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it_user135855 - PeerSpot reviewer
Systems Engineer at a comms service provider with 501-1,000 employees

Technical support is excellent.

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MW
Project Manager at Realnux

Technical support is not convenient in China these days because of the virus. It may be because the engineers from the vendor are working from home, so we cannot get telephone support. We can only use email support, which is not efficient.

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AS
Team Leader at a financial services firm with 10,001+ employees

Support for the solution needs improvement. When we contacted support with issues, we had to be passed on to the higher level of the support team, going from level one through to three. We only managed to get a solution for our issues once we spoke to the level three support team. The lower level support is not familiar with the complexity and did not have any answers. When we frequently dealt with the support they were not able to pass us on directly to level three. This was tiresome having to deal with the lower levels not being qualified for a solution until we managed to get to level three.

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NP
Alliance Manager at Berca Hardaya Perkasa

The remote support and their support center are good. The knowledge base provided on their website is also very helpful.

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AR
Information Technology Infrastructure Team Lead at a tech services company with 5,001-10,000 employees

I would rate technical support a seven out of ten. At times, you will receive helpful and fast support, and other times they struggle with some issues and take time to get back to the client and log the ticket to see what the issue and they analyze the logs.

You have to have experience. They are dedicated to solving the issue but sometimes there are delays. 

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JB
Systems Analyst at a comms service provider with 1,001-5,000 employees

Their support is pretty good.

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VY
Chief ingeneer at a tech services company with 1,001-5,000 employees

I do not have experience with their tech support.

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HL
Senior Account Manager at a tech services company with 51-200 employees

My colleagues in the engineering department handle this area.

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AK
Senior Infrastructure Consultant at FORUM INTERNATIONAL

We were satisfied with the technical support.

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SR
System Engineer at a energy/utilities company with 10,001+ employees

It is mostly good. We have BCM, so we have no issues with that. Sometimes, there is a delay in getting support due to resources.

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LB
Systems Administrator at a logistics company with 51-200 employees

Technical support is great.

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DB
Alliance Solution Architect at a consultancy with 10,001+ employees

I have not had any experience with technical support. That service is for my clients to work with. I simply help evaluate the product on their behalf. My understanding, however, is that they've got a support and managed service that they offer with service level agreements.

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SB
Systems Architect at a paper AND forest products with 1,001-5,000 employees

If we have any issues, we contact technical support in Russia. They provide us with a resolution.

We are very satisfied with the technical support.

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RH
Senior IT Infrastructure Engineer at a government with 501-1,000 employees
HS
Trainee em T.I. at a tech services company with 501-1,000 employees

I haven't really used technical support. I wouldn't be able to effectively comment on how their services are or if they are helpful if a client has an issue. 

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HC
IT Solutions Provider at WIZERTECH INFORMATICS PVT LTD

I have not contacted the product's technical support. We have our own lab set up for testing the product.

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it_user197349 - PeerSpot reviewer
Works at a tech company with 51-200 employees

Customer Service:

Good. Logging of tickets was very difficult and complicated but once logged, very helpful.

Technical Support:

Very good. All issues were resolved in a timely manner.

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LI
Presales Engineer at a tech services company with 51-200 employees

Not being an end-user, I have not had experience with technical support.

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it_user155127 - PeerSpot reviewer
Engineer with 51-200 employees
Customer Service:

7/10

Technical Support:

7/10

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AG
Engineer consultant at a legal firm with 51-200 employees

I never used their technical support. It has good documentation and information.

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it_user184899 - PeerSpot reviewer
Support Engineer at a tech services company with 501-1,000 employees

On Veritas, the response time is good.

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DA
Software Technology Specialist at a tech services company with 201-500 employees

The support has been good for Veritas NetBackup.

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VD
Storage and Backup Engineer at a tech vendor with 5,001-10,000 employees

Almost all issues can be resolved by experience admins, even though some really difficult problems have to be raise with vendors.

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AE
Account manager at a tech services company with 201-500 employees

I haven't had any issues with technical support. It's okay.

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it_user159876 - PeerSpot reviewer
Sr. Tech Lead with 5,001-10,000 employees
Customer Service:

4.5/5

Technical Support:

4/5

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ES
IT Consultant at a tech services company with 5,001-10,000 employees

Their technical support is average. Not perfect and not bad. 

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