VMware Global support for NSX-T/V is exceptional.

I rate VMware support six out of 10 for NSX-V and seven out of 10 for NSX-T.

Customer Service:

Customer service is 10/10.

Technical Support:

Technical support is 10/10.

I personally have not had any contact with technical support.

The customer support from VMware is exceptional. Recently we encountered a critical issue where one of our virtual machines failed to start and was displaying a blue screen. Despite the urgency of the situation, we logged a support case, and within twenty minutes, we received a response. A support representative promptly called us, established a remote connection, conducted a thorough analysis, and successfully resolved the problem.

When our company contacts VMware's technical support, we open a ticket for our support request. In the past, we escalated issues to VMware support and raised tickets to receive resolutions.

We didn't have experience with VMware technical support. Mainly, the issues we need are covered via assistance from Palo Alto. I've never directly communicated with VMware support. 

Technical support is very, very good. Staff work hard to understand new functionalities or bug fixes that are released monthly. 

Technical support is good.

I do not have any personal experience with technical support. I can't speak to how helpful, knowledgeable, or responsive they are.

VMware technical support is good but we find that the Cisco support is better for us.

We haven't had any problems to contact tech support about yet.

I dealt with tech support during pre-deployment, and they were fine. They were helpful when we were dealing with staging cases. I wasn't an active part of the actual deployment and can't speak of how helpful they were in that part of the process. 

The support from VMware NSX could improve. We are a large company and when we have an issue we do not need to waste everyone's time with level one and two support. I try and explain to them I need level three support but they say they have to follow protocol and pass me through the different levels.   

I have experience using help desk support to understand all the users' needs. We were in the area of quality control, so all the requirements that the users or the managers were indicating to me, we had to transfer to the area of programming and they would say, “okay, I'll let you know if I can do it or not.” I was the go-between. It worked very well. Support was offering quality service.

We open a case and await the engineer's reply on escalation. It is a process similar to that of other vendors.

The solution's customer service is good.

I have rarely used the support of the solution.

I rate the support from VMware NSX an eight out of ten.

When we had an issue recently, VMware asked to upgrade to a high level of support to correct the problem.

VMware doesn't have a physical presence in Pakistan. They recently initiated their operations here. However, we do have interactions with their team based in Singapore, and I must say they are quite supportive. The customer hasn't raised any complaints regarding their support. The time required for deployment can vary based on the size of the infrastructure, but typically, it can be accomplished within a two-week timeframe.

I have no experience contacting VMware NSX technical support.

The technical support was pretty good, but recently I have had quite a few bad experiences with the support. But that really depends on the account and geographic location and multiple other factors

I'm not technically involved with technical support. I'm not from the operational part where the day-to-day activities are performed. I'm from the project team, and my job is to deploy something on the product. Untill now, I haven't used VMware support for any issues. So, I'm not aware of the quality of their support.

We did not have local support to go to in India. There is no support center here.

The technical support is sometimes delayed but they always resolve our issues.

The technical support team is dependable because we use the service a lot of time. We opened a lot of cases and it was solved.

I have not had any problems with the support from VMware NSX.

I rate the support from VMware NSX a four out of five.

We have been satisfied with the technical support. They were able to solve our problems. However, they could be faster.

The response time of the technical support team could improve. We also sometimes had the feeling that they didn't properly understand the issue.

I haven't used technical support. If I have a problem, I find out what the best practice is.

Their technical support is great but I believe that it also has to do with the relationship that we've built with the technical support staff. We're not afraid to have conversations. Most people try to figure things out by themselves but we don't hesitate to reach out to technical support. They have an intelligent team.

My job was to offer consultancy, demonstrations, and conceptual approval to the VMware official team and their partners.

Here in the Philippines, we need more technical support. I don't think they have good support here. There aren't any experts on NSX, only the distributor and reseller, so we have to really invest in training for us to able to understand the product.

We're pretty satisfied with technical support.

It's great, if we have any problems at all, we give them a call. If there's something that's new that we're trying to figure out, they're real good about helping us out.

We have not needed to contact technical support.

The technical support is good. We have encountered several problems with NSX, and every time, support has found the solution to resolve the issue. 

I rate the technical support a ten out of ten. Their support is excellent.

The support for VMware NSX has not been good recently. Some of their experienced staff have left the company, and that has impacted all their business units, including support.

So far, I've had very good tech support. A lot of the guys we talk to are very knowledgeable, and if they don't know it, they're able to talk to others within their group that will know it. So I've gotten very good results from them.

The tech support for NSX is awesome. We are a premier production customer for VMware, therefore the tech support and the tech support representatives don't start a lower level. We start at the mid-level of the tech support engineers. Thus, we get answers very quickly. We also work with our technical account manager who knows what we're doing and what we've got coming up, so he's able to push things for us on the tech support side.

Our tech support's awesome.

They need to enhance their technical support. There is no comparison between VMware technical support and Cisco's technical support. It's one of the main criteria that everyone is looking for.

I have not used it, but my coworker has. Every time he talks to them, they're easy to get a hold of; very knowledgeable and they solve his issues right away.

If you put in a trouble ticket, they contact you very quickly (in response). If there is a problem, it usually isn't around very long. They jump on it, fix it, and it's done.

VMware NSX provides excellent support.

We haven't had to use their technical support yet, which is a good thing.

All my customers seem to be very happy with the technical support. Anytime they call up, everything is very responsive and the engineers are intelligent. They know how to help them solve their problems.

VMware NSX has great support, and I have no complaints about it. The support for this solution is reasonable.

Their technical support team is firm. It's mature, and they've got a good support team.

Sometimes, it can be difficult to get to a higher level engineer if you need to, but it takes some work to make that case. Usually it happens, but it's a little difficult.

From a tech support standpoint, as with most VMware text support, the people that we get a hold of on the phone are generally very knowledgeable of the product and have the ability to actually help us through whatever issue we have. We try not to spin our wheels too much. We do try to dig in as much as we can, but as soon as we understand we've gone beyond our limitations we get them on the phone and we've never had an issue trying to get the support we need.

I've never been in contact with technical support in the past. I can't speak to how helpful or responsive they are. 

We have never had to call technical support, the solution has been good.

The technical support team is good.

The support needs improvement.

VMware support is great. I would rate their support eight out of 10.

The experience we have had with the solutions technical support has been wonderful.

We have a direct line with VMware support and with the specialized engineer who provides support on NSX. We haven't had to open a support call yet, but the engineer we've dealt with is very capable and knowledgeable on the product.

Excellent. VMware engineers are top of the line. I haven't met one engineer who doesn't know the product well that they support.

I haven't used technical support. 

I never had to use their technical support. 

We have not used technical support.

The VMware technical support could be better. They're not always reachable and expertise is not widespread. Especially in Austria, there are not a lot of people who are skilled.

We rarely face issues and we are quite knowledgeable about the solution. 

I think that technical support should be faster.

I have no contact at the moment with VMware support about NSX.

We have needed to use their technical support. We've have had good and bad experiences with them. We don't always find them to be so impactful. Sometimes the support guy isn't so on top of resolving the issue and it can take a while to sort out. 

We have not had issues with the technical support. However, it could be a bit faster.

We are directly linked to VMware so we haven't needed to contact the technical support. 

We have not had any reason to call technical support at this stage.

Community support seems ok.

Tech support is nice. It could be a little bit better. Simple, since this is a new product, you don't have too much specialists over the world. Because it is a mix between the virtual world with VMs, and now networks, it's networking virtualization. So, VMware with NSX is being a pioneer. They are improving their support every day.

My experience with technical support is good. I have not used them very much but what I have contacted the support they have been responsive and helpful.

Satisfied.

Satisfied.

We haven't used technical support.

We use technical support but not for NSX. We don't have any trouble from NSX and we, therefore, don't need technical support.

Their technical support is very good. They help us figure out solutions when we have problems.