VMware Software Defined Data Center Customer Service and Technical Support

Robert Trasatti
VIP of Infrastructure Engineering at MindSHIFT
I've used them mostly for critical issues. We have a lot of smart engineers that can handle most of the normal issues that they deal with. When we have a critical issue they usually get us to someone who is very good and knowledgeable. View full review »
Ryan Marsyla
Project Architect at a tech services company with 201-500 employees
This is one area where I would say they need to continue to improve because unfortunately, as time has gone on, technical support has become more along the lines of: "Have you followed our knowledge base articles online?" To be quite honest, when people call they don't want to be directed to a website. And, in a lot of cases, if I've gone through and I've troubleshot these issues numerous times, I'm calling for real support and I can probably recite the KB articles better than a lot of level 1 support agents. As far as some of the other resources they have, like BCS support, I push almost all of the customers to that because I don't really care for the support services of the level-1 types. View full review »
Ryan Blace
Architect at Farmers insurance
I haven't used it for this solution. I do have the OEM contact. We're only in the discovery phase for software designed storage with vSAN, and we're not even really in discovery for NSX which is the networking side of it. So we haven't really had any production issues because it's not in production yet. View full review »
Ben Hinkle
Solutions architect at a tech services company with 1,001-5,000 employees
The technical support is very strong and friendly. They are always able to jump into the deepest type of problems and are always looking to help resolve whatever issue that has been brought to them. View full review »
Network Solution Engineer at a tech services company with 5,001-10,000 employees
We have onsite support that comes out to our site. Those guys are excellent, they're hardcore professionals. View full review »
Senior VMware Engineer at a healthcare company with 10,001+ employees
It depends on who get on the other end of the line. Generally, it's good. Their resources are good. There's a lot of online self-help type support. View full review »
Matthew Koskela
Analyst at a pharma/biotech company with 10,001+ employees
Like clockwork, but we have a pretty high level of service because we're such a large customer. View full review »
Security Engineer
We have used VMware support for this solution on occasion. Some people you speak to are very helpful. Others, not so much. They give you the run around. You speak to somebody to start with, they log your ticket, then they pass the details onto somebody else and then they'll eventually call you when they're free. If you're lucky enough to get through to somebody competent, then they are brilliant, but there have been times that they have not been particularly helpful. View full review »
Technical Analyst 2
Technical support for VMware is excellent. We always seem to reach the right person, they are quite knowledgeable. View full review »
Aurelio Rodas
‎IT Specialist at Softshop s.a
The tech support team has a lot of practical experience. View full review »
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