VMware vRealize Automation (vRA) Customer Service and Technical Support

SnrVirtEng3a90
Sr Virtualization Engineer at a healthcare company with 1,001-5,000 employees
The technical support is very good. I've actually been able to turn over my operations to use technical support. They can actually walk me through the problems within the product. That has been great because I tend to focus more on infrastructure or the underlying components, so for the code components, the support is great. View full review »
Allen Nussbaumer
Systems Administrator at a tech services company with 51-200 employees
We haven't had to use technical support. I do a lot of blog reading, so I look up my answers on my own. But tech support, on other issues, has been where we need it to be. View full review »
EricSturm
Technical Architect at a tech services company with 1,001-5,000 employees
One of the best support and architecture teams we have ever worked with from a vendor perspective. Very knowledgeable and on the cutting edge of virtualization. View full review »
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ProductE7a95
Product Engineer at a tech company with 5,001-10,000 employees
They're very helpful. We have Premier Support with them, so we're always working with them. Our TAM is always on top of things. It's good. View full review »
Allen Nussbaumer
Systems Administrator at a tech services company with 51-200 employees
We haven't had to use tech support for the product. Part of that is that I do my own support. During the initial deployment, I had a few questions. We already had a VMware representative up there. So I asked him my questions. The support was good. View full review »
Craig Debban
IT Director at a tech vendor with 201-500 employees
We have used technical support in the past. Not through me but through my team. We have a high expectation, we need that fast turnaround. We've had nothing more than a day or two, tops, in terms of turnaround time. They're very knowledgeable. View full review »
DavidBurton
IT Director at a healthcare company with 10,001+ employees
Technical support could be improved. I definitely feel that the product is accelerating faster than the support engineers are able to keep up with the knowledge needed to know what's going on. The developers maintaining vRealize Automation are doing a great job improving it, but VMware is not doing a great job of training the people we call to get support for it. View full review »
James Jones
IT Manager at a individual & family service with 10,001+ employees
Regarding technical support, because we have a solution architect on board, we have a lot of problems but his questions are not normal questions. His questions almost have to be escalated to a developer immediately. He doesn't ask anything simple or even just plain hard. His stuff is nearly impossible. From that perspective, technical support has not done very well. But we have rockstars on the team and there's no way you're going to get great support because these guys are asking questions that even the rockstars of the VM world are scratching their heads about. View full review »
David Gangwish
Systems Engineer at a insurance company with 1,001-5,000 employees
I haven't personally used tech support. I know that we have used VMware's preventative tickets when we're getting ready to do upgrades so that we have support on-call when something goes wrong, because something usually goes wrong. View full review »
reviewer962037
DevOps Engineer at a tech services company with 10,001+ employees
We constantly use technical support and we've found it to be okay. At times I would like it to work faster. Of course, I would prefer to have engineers available all the time and to always have direct access to all the engineers that are directly implementing the solution, but I'm aware it's not possible. The relationship we have now requires building trust on both sides. View full review »
Daniel Pratt
Infrastructure Architect at a tech services company with 10,001+ employees
Technical support has been fine, adequate. I have not really had any need for it, per se. It's more so self-taught and people going to training and learning how to use it. If we have an issue, it's generally really rare that we'd have to reach out and talk to tech support. So I don't have a lot of experience having to deal with them on it. View full review »
Alain Dalis
Technical Manager at a pharma/biotech company with 5,001-10,000 employees
We have found their technical support to be good. View full review »
Lloyd Havekost
Linear Dimensions, Consultant at a government with 10,001+ employees
vRA is pretty reliable. We use technical support more for upgrades. In the event that we've had issues, cluster-wise perhaps, within VRA, we've had to use technical support, but very seldom. I can't point to an outage related to vRA. The outage is probably something else related to either NSX or vCenter itself, perhaps the PostgreSQL Database is filling up. But vRA itself has scaled incredibly well for us. When we've needed it, the support itself is good, very good. View full review »
SrManage32bf
Sr. Manager, Open Systems Service Desk at a healthcare company with 501-1,000 employees
Technical support has been phenomenal. Most of the time we get to the right person, but not always. We eventually do because we know who we need to talk to. View full review »
James Thomas
Customer Apps Manager at TSTT
Technical support is very responsive. It's more of a partnership, as opposed to a customer-client relationship. They're knowledgeable. View full review »
Ashok Padmaraju
Technical Manager at Gilead Sciences, Inc.
What we like about VMware, especially if I compare it with other vendors, is the support. When we call directly, the technical people jump in and start supporting us. Deploying the solution is, maybe. a three-month process. After that, managing it can be painful. So when a vendor is ready to offer that kind of support, a customer is ready to adopt their solutions. That's why we like VMware support. View full review »
SeniorAsb713
Senior Associate at a consultancy with 10,001+ employees
VMware tech support is not terrible. At times I feel like it's hard to get to the proper person to speak with, because I deal with vRealize Automation. It's a matter of trying to get straight to the second tier. View full review »
Principa7a88
Principal Engineer at T-Mobile
Technical support has been really good. There have been a couple of issues, but they've been fixed, mostly in an update or a hotfix. And they've been willing to jump on calls almost immediately with us. View full review »
SystemsA4ba9
Systems Admin at a consultancy with 11-50 employees
I have used technical support, but not for vRA. I used it to help with reverse-engineering my vSphere vCSA because it completely crashed and both sectors were corrupted and I needed to get it back. They were helpful. View full review »
SystemEn41bf
System Engineer at a retailer with 10,001+ employees
I have used technical support, but more on the infrastructure side, not on the system side. My experience with them has been good. They get back to us quickly. We're a TAM customer, so we get quite a bit resolved pretty quickly. View full review »
ScottSmith
Senior Systems Admin at a retailer with 1,001-5,000 employees
I haven't used technical support but my co-worker has, more than once, to deal with issues we were having while we were in the process of setting it up. I was off on other tasks so I never really had to deal with tech support. But, from what he said, it worked out well. They knew what they were talking about, they helped us get it sorted out. View full review »
Gowthaman N
Architect at a tech services company with 10,001+ employees
I have not used technical support but I have heard it is good. My engineers say that it's good. View full review »
Brent Tate
Senior Systems Administrator at a financial services firm with 1,001-5,000 employees
I have not had to use tech support for vRA, so I don't really have any experience with that. But I'm sure it's wonderful. View full review »
Principaf295
Principal Vendor Manager at a healthcare company with 501-1,000 employees
Technical support is okay, VMware is fine. I work with both Dell EMC and VMware and, of the two, VMware has more of a commitment to us and makes sure that the products are working in the way that they intended and sold to us. In addition to production-level support, we buy mission-critical support. Mission-critical support makes sure that we get responses quickly. They actually know who we are when we call. I rely on the Technical Account Manager from VMware to give us the solution for our network or data center. I'm not an SE, so we also rely on our internal SEs to provide us the right version and capabilities. It's customized for us. View full review »
SystemsE95ef
Systems Engineer at a tech services company with 1,001-5,000 employees
Technical support is helpful. Sometimes they can take a little while to get back to us, but for the most part, we end up finding a solution to cases. View full review »
Technicadcf7
Technical consultant at a comms service provider with 10,001+ employees
I would rate their technical support as a six out of ten, but that's not completely their fault. A lot of our tickets have to be transferred to engineering. GSS has not been able to solve a lot of our issues. View full review »
ITSoluticb23
IT Solutions Architect at a financial services firm with 1,001-5,000 employees
Technical support has been good. We have MCS, the mission-critical support, and they've been good. The occasions when it is taking a while to get back to us is when the technical support person needs to contact engineering. That handoff between engineering and support takes some time, at times. View full review »
OpsManb515
Ops Manager at a financial services firm with 10,001+ employees
Our experience with technical support has not been great. There seem to be multiple rounds of escalations surrounding support for vRealize Automation issues that we have encountered. View full review »
reviewer698502
DevOps Engineer at a pharma/biotech company with 5,001-10,000 employees
I have talked to some folks out of Denver who do a lot of the vRA support. We also use a partner out in the UK who helps to support us. Both are responsive. View full review »
SysAdmia446
Sys Admin at a government with 1,001-5,000 employees
When looking for a vendor I look for a quick response to problems, and reliability. When there is a problem, VMware will help you chase it down. They'll follow up. I like their response times to our issues. They will also escalate. View full review »
Daniele Ulrich
Cloud Architect at Swisscom
Their technical support is very good and swift. View full review »
Solution04d1
Solution Architect at a aerospace/defense firm with 51-200 employees
Personally, I have not had to use technical support. I know we, as an organization, do so frequently. We have our TAM who is onsite, so any time we do have any issues, the TAM is there to help us, assist us in getting to the right person, and in getting where we need to get to. View full review »
SysEng94654
Principal Systems Engineer at a tech company with 10,001+ employees
Technical support is very good. I recently had a tech support case last week, and I got the answers that I needed. View full review »
NetworkL2008
Network Lead at a tech company with 10,001+ employees
On the current version, support is much better. I have a TAM and I have mission-critical support, so I usually get to somebody. View full review »
Virtualib6f8
Virtualization Engineer at a financial services firm with 1,001-5,000 employees
On a scale of one to five, I would rate technical support a four. It's not always associated with the correct team on the first go-round, but eventually, we get the right people to get the right solution taken care of. View full review »
Marcel Swartjes
Project Architect
We've had to use their technical support and I would say that it's pretty good. We're mostly happy with the service except when a service engineer needs to go to engineering it can take a lot of time. It would be very nice if they would improve that. View full review »
Sebastien Duthil
Cloud engineer at a government with 10,001+ employees
We had to use their technical support only once. We didn't have any issues with them, they were great. View full review »
ITManage6b01
IT Manager at a healthcare company with 10,001+ employees
We have a technical account manager, but we also rely heavily on VMware's support team, who is excellent to work with. View full review »
HeadOfCl13dd
Head of Cloud and Technology with 1,001-5,000 employees
Technical support has improved. Usually it takes some time for an engineer to respond. We try not to open basic tickets. Our tickets are usually linked to the box and can take several weeks to get a solution. View full review »
Solution5f0c
Solution Architect at a tech services company with 51-200 employees
We used technical support with previous versions. View full review »
SystemsE081e
Systems engineer
Our experience with technical support hasn't been so great. It can take a long time for them to respond to our questions and often the answer will be "we don't know." View full review »
SeniorIn5430
Senior Infrastructure Design at a insurance company with 1,001-5,000 employees
If you have the Premium Support you might get somebody. Other than that... View full review »
Ryan Thele
Virtualization Engineer at a financial services firm with 1,001-5,000 employees
I can't recall any specific instances where we have had to use technical support. View full review »
Se5c56
Systems Engineer with 10,001+ employees
I've used VMware tech support frequently. It's good, always good. They deliver. It's easy to get the person I need. View full review »
VicePres6996
Vice president at a financial services firm with 10,001+ employees
We have a support contract with VMware but we haven't had to use their technical support. View full review »
ItManger6545
IT Infrastructure Manager at a consultancy with 10,001+ employees
Technical support is supportive. We are one of VMware's major customers in Qatar, so we receive good attention from them. View full review »
ITProfes59f3
IT Professional
The technical support is okay. View full review »
Robin Naundorf
Systems Engineer at a university
So far, technical support has been quite good. I have reached quite competent employees of VMware who have helped me a lot. View full review »
FieldSer095c
Field Service Engineer at a tech services company with 5,001-10,000 employees
Technical support is good. View full review »
Carsten Fraszcak
Team Lead Private Cloud at a retailer with 1,001-5,000 employees
We have business-critical support, so this is the best support level available from VMware. View full review »
Laurentiu Coica
Team leader infrastructure at Asseco SEE
Technical support isn't great. I opened a ticket with them two weeks ago and have yet to receive an answer. View full review »
ITArchitc77e
IT Architect at a consultancy with 10,001+ employees
Normally, on the first call to technical support, you don't get the right person. The log analysis takes a long time. This is something which should be improved. View full review »
SeniorSy1228
Senior Systems Administrator at Webroot Software
I have had to use tech support, and they are really good. View full review »
Wilson Pardini
Executive Manager at a financial services firm with 10,001+ employees
Tech support is very good, responsive. They provide us with support in Portuguese in Brazil. View full review »
Solution7e5a
Solution Architect at a tech services company with 10,001+ employees
We only used tech support during the PoC and design phases, but they were good. View full review »
Engineer29fa
Engineer at a tech services company with 501-1,000 employees
I used the technical support during upgrades. They came onsite and are very technical. They are very good View full review »
Edgar Voss
Information Technology Services at TUI InfoTec GmbH
The technical support will handle our requests quickly if understood. However, there are often misunderstandings depending on the information that we provide and they request. View full review »
Computer55ed
Computer Repairman with 5,001-10,000 employees
Technical support is fantastic. They're responsive with tickets. View full review »
Headofit501
Head of IT at Interswitch
I have used the technical support once or twice, and they were good. View full review »
Find out what your peers are saying about VMware, Red Hat, Cisco and others in Cloud Management. Updated: November 2019.
382,547 professionals have used our research since 2012.
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