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 »
LeadSeni7c39
Lead Senior Infrastructure Engineer at a tech company with 1,001-5,000 employees
We have. It was in the very beginning phases when we went to vRealize Automation. It was new for them, so it was a bit painful in the beginning, but lately it's been better. They're snappy. They know their information. VMware has really shaped up their support lately. Now, I can get to a intelligent conversation with somebody on their tech side, not repeat steps that I've already gone through. That's huge for us, and that was one thing which we had concerns about in the past with VMware. Those are some of the things we mentioned to them: "We need better supportability of your products." We have been seeing that a lot lately. 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 »
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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 »
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 »
SeniorITf113
Senior IT Engineer at a healthcare company with 10,001+ employees
I haven't been the one that's had to call. 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 »
Alistair Fay
Infrastructure Automation and Cloud Specialst at a government with 1,001-5,000 employees
It's probably a difficult question to answer. Depending on the type of relationship you have with them, I've looked at a couple of places. One company had business critical support. They were very quite good at certifying specialists, they were almost always able to at least categorise a problem, if not fix it in the first sort of hour or two. If you don't have that level of support, you often go through a couple of levels of help desk first and that can be quite frustrating and quite difficult. So I think the level of support maybe averages out to a six out of 10, but it could be eight or nine if they got the right. 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 »
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 »
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 »
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 »
Sundeep Hiranandaney
Cloud Architect at Dyntek
We use BCS and that makes a difference. Typically, it depends on what time of day we're calling and what region we're in. Usually out of Cork, Ireland it's pretty good and out of the U.S. it's good. But when it gets sent overseas we do have some issues. Other than that, support also has a problem with complexity. For a vanilla build of vRealize Automation, they generally know how to support it very well, but because we have a lot of customizations - we have a lot of custom software components and integrations - by the time we're able to get the support call up to speed on what's going on, we've generally figured it out on our own. That's not to say it's anyone's fault, it's just that we have a lot of customizations in there. When we call we don't always get the same person. Sometimes it requires an escalation and we eventually find someone whose good. But it's something like every third time that we get someone who is good from the beginning. Other than that, two out of three we'd have to work through an escalation process. View full review »
it_user438321
Product Manager at a media company with 5,001-10,000 employees
Customer Service: Our sales reps have always tried to sell us something such as professional services, then when we finally caved in and said yes, they never delivered the resources. Rating = 6/10. Technical Support: We often solved the problem ourselves before support could answer our question. It seemed like a trial-and-error game with VMware’s support on this product. Try this, oh that didn’t work, try this, still no, let me ask someone, no reply for days, then the guy is off and a new guy comes in, start over. I spoke to the department manager multiple times. Rating = 7/10. 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 »
HeadOfIn70e8
Head Of Infrastructure at a transportation company with 1,001-5,000 employees
We actually had tech support on the site, trying to help to resolve the issue with the ServiceNow plugin. He agreed that we should pull it back out. 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 »
Suren Goel
Technical Architect at a tech services company with 201-500 employees
I have called multiple times. I have been using this product for a while, in terms of deployment. I have managed some improvements as well. We are a big VMware partner shop, so we have provided feedback in a lot of processes. I would rate them as nine out of 10. I don't want to give a 10 because nothing is perfect, but my experience has been really wonderful where the issues have been raised and have been addressed. I have gotten really good technical staff most of the time. View full review »
it_user305391
Lead Engineer at SynchroNet
Technical support is usually pretty good. I've gotten hot fixes turned around in two or three days. Sometimes, it's very tough because of how complex a product is, to know where exactly the problem lies, so it's nice to have VMware support to lean back on whenever that's the case. 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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
Daniele Ulrich
Cloud Architect at Swisscom
Their technical support is very good and swift. View full review »
ProjectL1c9a
Project Lead at a healthcare company with 10,001+ employees
They are very knowledgeable of their product. This all goes back to customizing our kind of needs, because everybody's needs are not a one size fits all. You kind of have to customize it to fit to your environment. They have been helpful with this. Also, when we run into any issues, which have not been many, they've been very helpful with resolving them. We actually have an onsite resident, which helps as well. View full review »
Joseph Mixon
Delivery Consultant at a tech services company with 501-1,000 employees
Tech support is usually great. As soon as you get a live person you're good. It just depends on the level of support that the customer is paying for. Sometimes that's nothing that we can control, it's just what they have. 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 201-500 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 »
Virtualif0a6
Virtualization Engineer at a tech services company with 10,001+ employees
I'd give them a seven out of 10. We get a lot of run around in terms of technical support. Usually, first tech we get can't help us. We end up going down the pipeline to get someone that can. 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 »
Infrastr22ec
Infrastructure System Administrator at a consultancy with 1,001-5,000 employees
Customer Service: In our group, more of the web solutions and the blog posts helped to grow our ability to use vRA. Technical Support: They are always reachable by person and knowledgeable. But because it's such a dynamic solution, at times VMware does have to go gather more resources in order to figure out the solution to things. View full review »
MarcusPuckett
Assigned Client Engineer at a tech services company with 10,001+ employees
Due to the customizability of the product, support can often be very difficult. However, VMware support is often very helpful and capable. View full review »
reviewers832
Principal Architect at a tech consulting company with 51-200 employees
When you are calling support, I would be considered more of an advanced user. When I am calling support, I have pretty much leveraged everything they have, like knowledge based articles and that type of thing. The support has been very good. When you call support, it actually works. Sometimes you get bounced around, and sometimes, you don't. I call support, and I get an answer, then you just kind of move on. 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 »
Software092f
Software Engineer at a tech services company with 10,001+ employees
They are very responsive, but I for one of the issues that I had, they were not able to answer my question. I had to get into more of the low level of the application and try to figure out a solution for it. 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 »
it_user509208
Cloud Solutions Architect at a tech company with 10,001+ employees
There is very little documentation with regards to when your single sign-on password changes annually. Then there are a lot of issues with regards to setting up the database and syncing up the single sign-on passwords. At the end of the entire environment there is a network and rebuilding the entire environment is inevitable sometimes. So there needs to be documentation. View full review »
ProductM6f9d
Product Manager at a comms service provider with 10,001+ employees
Have not really used it. View full review »
Eli Ben Shoshan
IT Architect at University of florida
We use them for all our issues, though it took awhile. It seems like we're getting the right people now. View full review »
SystemIn8184
System Infrastructure Architect at a financial services firm with 10,001+ employees
I haven't contact technical support yet, but I do have a contact with VMware that I feel is knowledgeable. 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 »
Damion Zale
Senior Network Server Analyst at a healthcare company with 10,001+ employees
I haven't. My company has though. I haven't heard anything negative with it. It's all been positive. 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 »
Enterpri6cdb
Enterprise Infrastructure Manager at a mining and metals company with 10,001+ employees
I have used technical support. They are excellent. We used their professional services to help us install it. 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 »
SeniorIT2a99
Senior IT Specialist with 5,001-10,000 employees
Excellent. They're knowledgeable and you're able to reach the right person. View full review »
RajeshBagwe
Enterprise Architect at a tech services company with 10,001+ employees
VMware support has been very helpful throughout the journey of using all of the VMware products. I rate them five out of five. 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 »
SeniorEnd407
Senior Engineer at a tech services company with 10,001+ employees
Since we moved to Business Critical Support, it's been very good. I always reach the right person. View full review »
Tivagar Polanippan
IT Manager at a tech company with 10,001+ employees
The tech support is pretty awesome. Whenever you have issues, you engage them. They are on top of the issues, and they get a resolution for you. It's a top-notch type of support from VM tech support whenever you face issues with vRA. 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 »
Luke Kesselring
EVS Engineer 3 at Cabela's
It's good. It's excellent. We haven't had any trouble. If there is something that we have trouble with, call them, and we're on the phone with engineering. They're good about taking care of us right away. View full review »
it_user321303
Sr. Systems Engineer at a pharma/biotech company with 10,001+ employees
VMware tech support is excellent. It’s one of the best vendor tech support I’ve found. View full review »
SeniorSy2697
Senior Systems Engineer at a tech services company with 1,001-5,000 employees
I have not needed to use technical support yet. 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 »
Santosh Dalvi
Deployment Lead at a tech services company with 10,001+ employees
Technical support is good through Ireland and the US. View full review »
FounderC5546
Founder & CEO at a tech services company with 51-200 employees
A nine out of 10. View full review »
JohnLin
Engineer at a tech services company with 10,001+ employees
So far, we haven't had too many issues reaching out to tech support. View full review »
Srichand Jakka
Senior System Analyst at a tech services company with 10,001+ employees
Customer Service: Good. Technical Support: 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 »
SeniorSya985
Senior Systems Admin at a consultancy with self employed
It's very good. I noticed with vRA, they are starting to ramp up more support. It started off slow, but it seems to be getting better. View full review »
Computer55ed
Computer Repairman with 5,001-10,000 employees
Technical support is fantastic. They're responsive with tickets. View full review »
Kiran Chavan
Private Cloud Lead at a tech services company with 10,001+ employees
Headofit501
Head of IT at Interswitch
I have used the technical support once or twice, and they were good. View full review »
ManagerOf94c
Manager Of IT Operations Back End at a leisure / travel company with 1,001-5,000 employees
They are very good. We have an account manager. We use the account manager, if necessary, and have with a relationship with them, so they can respond very quickly. View full review »
Find out what your peers are saying about VMware, Red Hat, Cisco and others in Cloud Management. Updated: June 2019.
353,012 professionals have used our research since 2012.
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