As someone who has been using this solution for a while, I find it to be quite complex. Initially, it was very good and remained so until around 2015-2016. However, in 2018, I noticed that the response time had increased, and I had to escalate the issue to the supervisor. 

There seemed to be a gap in communication that had not existed before, and it was difficult to understand the next steps.

Previously, I had direct communication with a technician until 2018. However, now I am talking to someone who is a classifier and perhaps several tiers away from the actual technicians. 

Therefore, sometimes I don't feel the same level of dependency on a consultant or technician as I used to.

The solution's technical support is very good, but at times, it is complicated to decide whom to reach out to from the tool's technical team. I rate the technical support as a seven out of ten.

It is easy to get support for the solution.

With the technical support team, sometimes my company faces some issues, especially when we try to contact the customer support team of VMware. The quality of support service is not that good, especially if you compare it with the other products available on the market. Sometimes, there is a need for support in my company at midnight, and then we realize that the support team of VMware operates in another time zone.

For technical problems, support has been fast. They were critical for implementation and installation.

I contacted them for a query about one of the zero-day vulnerabilities. They provided some assistance but it didn't help with the security scanner. Again, we interacted with the level two team; they immediately released a fix for that. They are doing it well. They have a proper installation matrix in place. They will do it easily if you ask them to escalate to the next level. You just need to instruct about the engineering level for assistance.

I rate customer service and support a six out of ten.

VMware support is okay, but sometimes it's a little bit hit or miss trying to get somebody who knows what they're doing and talking about.

There are delays. When you're stuck, they answer the call and find someone, but resolving the issue might take one or two days.

The solution requires very little technical support because the environment is very stable. The vendors provide great training and have a good knowledge base if any assistance is required. 

The last time I contacted them was about an issue with USB printing, which I believe was related to a Microsoft patch rather than a VMware issue. It seems that the USB printing feature was affected negatively by the Microsoft patch.

To clarify, the printer redirection feature within VMware Horizon was impacted by a Microsoft patch or update, which resulted in the feature not functioning properly. Both products are involved in this issue.

Our end-user support is our level end-user computing, EUC. EUC is a separate kind of support model, and there is dedicated support if we run into issues. So far, we have been satisfied with the level of support.

The solution's technical support is good. I rate the technical support an eight out of ten.

In terms of technical support, it's easier to contact the support team with Horizon View.

The technical team assigned someone promptly whenever we encountered any issues, and the issues were resolved. 

The support from VMware is very good and they have amazing experts. Whenever I raise a case to VMware technical support team, they respond immediately and fix any issues we have. They are very professional.

Technical support is better than most. I would say it's above average.

We always use the tech support and health check. Everything is excellent.

VMware Horizon's support team is not well-equipped to provide answers or give details on how to fix the problems.

Technical support is responsive and solves issues quickly so I rate support an eight out of ten. 

They’re great. They use the case number customer support, and the technician will contact you and you tell them your issues. They give you a knowledge based article, and then if you can’t resolve the issue they will get back with you. They also do a WebEx session with you in figuring our problems. They’re able to resolve it right away. When I have to call them, they’re very good at what they do, and especially talking to somebody on the phone, they’re very knowledgeable in diagnosing issues. They share information, they communicate well, and they give you a comfort zone to make sure you’re ok with everything.

We contacted support for implementing the SSL certificate and for enabling the MFA. The support was good and we were able to resolve our issues. 

Tech support by and large is excellent. There is some swapping out between internal VMware groups sometimes, they are very compartmentalized but they generally can get you out of just about any hole you dig yourself into. 

There are certain aspects of technical support that are good and you can get a quick response. At other times there are issues where the blame game kicks in and you have to wait for somebody to take ownership of the problem. They're generally okay. 

VMware's technical support is good.

Technical support from VMware is all right, although I would not say that they're great. Overall, they are average.

I have never contacted support.

Customer support is supplied by the implementer. Problems can generally be solved by a phone call. 

VMware Horizon View's technical support is fairly good.

Technical support could be better. They take too long to respond right now. We aren't quite satisfied with the level of support they provide to our organization.

Whenever I had to use the technical support from VMware I had a good experience.

It's responsive, but a few times we had issues with their tech knowledge and troubleshooting steps. We had to escalate the issue and then it was resolved.

We are still new to this solution and have not run into any issues to be able to access the level of support or response time.

To date, I am doing the support with my team with our limited knowledge.

We haven't created any tickets with VMware technical support to resolve any issues.

So far we have been able to resolve the issues immediately.

The technical support for this solution is very satisfying.

I've indirectly dealt with them. My staff have opened cases with VMware, and they’ve always been good to work with. However, sometimes our issues are in house, or caused by a third party, so it’s difficult to know how to divide and conquer, from where we sit at client support.

I haven’t had any issues. They're easy to get hold of, and they're able to help with all our issues.

I haven't used it in this environment.

I haven't used it in this environment.

I don't use tech support.

Technical support has been responsive.

It’s been good – no complaints at all.

Technical support could be faster.

I have a little bit of experience with technical support. It's not bad and can be useful. 

Customer service is good.

Horizon: good. App Volumes and UEM: bad. Their support does not have good knowledge of the product.

I haven’t dealt with it since the product is so simple to use, and the deployment was not too complex. VMware support in general is very good.

It's good.

I had trouble with tech support one, as the person I was speaking to wasn't good.

I haven't experienced filing anything with technical support. I don't have experience with their services just yet and therefore I can't really speak to the quality of their services. However, in terms of VMware in general, they are quite responsive to issues and resolve out requests in a timely manner.

VMware's technical support is very good.