VMware vRealize Operations (vROps) Customer Service and Technical Support

SolArch2087
Solutions Architect at a transportation company with 10,001+ employees
We're a large customer and we have people onsite holding our hand saying, “Sorry. My bad." I think we could have better technical support on this product. We have great technical support on other fronts. View full review »
SeniorSy12df
Senior Systems Engineer at a energy/utilities company with 10,001+ employees
For this product, we have not used technical support in a long time. Probably some four years ago was the last time we used it, which speaks to the stability. We haven't had any problems recently. View full review »
Richard-King
Engineering Manager at Deloitte
We're a BCS (business critical support) customer with VMware, so we already have a higher level of support. The BCS experience is great. They've been helping us with vROps if we have issues or troubles. No complaints there, it has been really good. View full review »
Learn what your peers think about VMware vRealize Operations (vROps). Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,323 professionals have used our research since 2012.
Chuck Jones
Systems Architect at a legal firm with 1,001-5,000 employees
Personally, I have not had to use VMware's technical support. The products work really well so we haven't had too many issues with them. I haven't heard any complaints about technical support from our guys who get "down and dirty" with it, day-to-day. And if we do have technical support issues, in general, I do hear complaints all the time. VMware is never on that list. View full review »
ChristianSmith
Principal Server Specialist at a insurance company with 1,001-5,000 employees
From time and time again, there's little tweaks you got to make to the vRealize platform. The technical support has been excellent. I haven't had any problems. Usually within an hour or so, we have diagnosed the problem and have a solution that we either need to implement or implement right away. View full review »
Christian Petrarca
Manager, Sever Storage at Trinity Health Of New Engineerland
We have not used vROps technical support, but VMware support has been top-notch. Any time we call, they take care of it. They take ownership, which is great. View full review »
SeniorTefd9a
Senior Technical Architect at a healthcare company with 5,001-10,000 employees
Infrastr7f30
Infrastructure Manager at a healthcare company with 1,001-5,000 employees
I don't think I have ever had to use technical support. Customer service through VMware has always been fairly good. We haven't had to use it for this product but, overall, VMware is a pretty good customer service experience. View full review »
Kieron Ifill
Principle System Engineer at a financial services firm with 1,001-5,000 employees
We are BCS (business critical support) customers and, for the most part, they have been able to help us when we do have issues, and escalate as needed. The only concern that we do have, at times, is the availability of that support. There have been times where, when we've needed support, we've had to, unfortunately, wait for that support, for an available engineer. But it's improving, and we'll continue using it. View full review »
Steve Lain
Systems Architect at a financial services firm with 1,001-5,000 employees
Technical support for VMware has usually been spot on for me. Sometimes it's a little slow matching up because the specialists, who are typically whom I need, have to be scheduled. They only have so much time in which to take the calls they have to take, and then focus on me. But otherwise, the support is usually really good. I'm also a TAM customer, so if I have problems with support, I use TAM instead to escalate my tickets. View full review »
Tushar Tarkas
Virutalization Architect at Calsoft Pvt. Ltd.
They are really good, primarily, because they are well-versed with the product and all its new features. From the 5.x series into the 6.0 series, the product has undergone transformation. While we were working with the product for integration, the technical support provided by VMware was fantastic. View full review »
Ben Moore
Lead Systems Engineer at a insurance company with 201-500 employees
We have not had to use vROps tech support at all. It is a set it and forget it application. View full review »
SystemEn3d6f
System Engineer with 1,001-5,000 employees
Their technical support has been very good to work with. They help us get to where we need to go pretty fast. They're very knowledgeable. View full review »
LeadSeni9afe
Lead Senior Systems Engineer at a healthcare company with 1,001-5,000 employees
Occasionally, we have used technical support. During setup, there were a few little issues. During a couple of upgrades there were a few issues, but for the most part, tech support is very responsive. They haven't been mission-critical issues, like an ESX host being down, but most of the time we have gotten solutions within the same day, and at least contact with somebody very quickly. View full review »
Abdulaziz Radwan
Senior System Engineer at a financial services firm with 1,001-5,000 employees
VMware always gives us the best support. They are friendly to talk to and they understand the real impact of what's happening. They try to get into the issue as one of your team. They also fit into your working hours to solve your issues. View full review »
Micah Plourd
Senior Tech Engineer at McKinsey & Company
Technical support has also been a pain point for us. We've had mixed support issues in the past with vROps on stability issues with downtime. Overall, it's gotten better but there still could be some improvement on the GSS side with that. View full review »
Saurabh Chandratre
Director Solutions Architect - EMEA & APAC at Blue Medora
I have received excellent support from VMware & Blue Medora support team. View full review »
Speciali9a58
Specialist Virtualization at a hospitality company with 10,001+ employees
We have an SE that comes in and is working through a lot of the stuff it does. We don't have a full commitment on money until next year, so right now we own 50 percent of the environment, the other 50 percent is in trial. Technical support, for what we've needed to use it for, has been great. View full review »
SeniorSy16fe
Senior Systems Engineer at a financial services firm with 1,001-5,000 employees
Technical support has been hit or miss. We're a BCS customer and it's a struggle at times. Sometimes it's difficult to get support on the phone, sometimes it's a lack of resources issue, sometimes they'll still send it to a tier-1 person when it's a tier-3 issue. View full review »
Daniel-Diaz
Cloud Lead at Molina Healthcare, Inc.
Technical support is always better every year, and so far it's actually all the new features that VMware has for technical support. One of the features is that it's very simple to just plug in your issue and you get a response. But I notice that the response time is more efficient than in previous years. View full review »
Technica4df8
Technical Analyst at a comms service provider with 1,001-5,000 employees
They are pretty good. We used to buy VM, vCenter Support, and ESX Support from HPE, because they were a reseller of it. It wasn't so good. So, when we did license renewals, we bought the support from VMware, and it was much better. View full review »
Craig Sutton
System Administrator at Western Carolina university
Technical support has been good, they usually get back to us pretty quickly. There's usually a lot of back and forth. We generally have an answer within three or four days, so that's pretty good. View full review »
Virtualia9f6
Virtualization Engineer at a healthcare company with 1,001-5,000 employees
Technical support is excellent. View full review »
Mike Morris
Product Strategy Architect at Expedient
We've used tech support from VMware for pretty much all their products. The vRealize Operations support experience has been pretty good. View full review »
ProductO9917
Product Owner at a insurance company with 1,001-5,000 employees
We have had to use technical support extensively. We had a pretty significant engagement to stand up the product and we've been using support as needed to understand certain metrics better and the things that we should be looking at. There's such a breadth of information in there that we needed some help trying to boil it down. We did see a big change in that with the latest release, not dumbing it down, but consolidating some of the data that you're getting into a little bit more of a consumable format. It is easier to make sense of it without having to drill too far into the weeds. View full review »
SeniorVi7d8e
Senior Virtual Desktop Engineer at Madison Technical College
When we've run into an upgrade of Horizon, or something breaks the agent in the connection servers, then we'll pull in resources. The support is good. They are able to get it resolved. Typically, a problem with vROps is not considered to cause end-users to have downtime or to be a production-down type of thing, so you sometimes have trouble getting somebody right away. But they've been pretty reasonable. View full review »
Blogger51e7
Blogger at a healthcare company with 5,001-10,000 employees
Regarding technical support, it all depends on who you get. When you call into tier-one, you have to deal with them to get to tier-two and three, so it depends on who you get the first time. View full review »
Mark Stringer
IT Consultant at Sureskills
Their technical support is outstanding. We would deal with VMware on a fairly regular basis for our customers, and possibly because a lot of the support is based in Ireland, we would have a fairly good relationship with them and they're very good at getting back to us very quickly. View full review »
Brad-Long
IT Infrastructure Manager at SMC USA
Technical support has been good so far. All of our VMware support has been really good and it's easy to get our questions answered. We have a technical account manager as well through VMware which helps. If we need first line support for things and additional help, he will get answers for us faster. It's been great. View full review »
Andy Weissenborn
CTO at NHS Connecting for Health
Their technical support is absolutely fantastic. They are either a click away or a phone call away and are really responsive. View full review »
Marcelo Jurevicius
IT Specialist at Experian
Their technical support is helpful. Sometimes they can take a little while to get back to us. View full review »
CloudEng1a25
Cloud Engineer at a recreational facilities and services company with 51-200 employees
Technical support is good. We have the highest level of support contract so we are able to get dedicated resources that help in resolving any issues. The Knowledge Base is very up to date for vRealize Operations Manager as well. View full review »
SystemsAcc81
Systems Architect at a healthcare company with 10,001+ employees
We haven't used much technical support yet. We've had a few problems, but I was able to overcome most of them myself, with the KB articles and the like. View full review »
Chris Ray
Supervisor of Network Engineering at a hospitality company with 501-1,000 employees
I don't know that we have had to use technical support. We did our initial deployment with VMware Professional Services, so we really haven't had to get support on it at all. View full review »
SystemAd23f2
System Administrator at a comms service provider with 10,001+ employees
We use VMware support all the time. It's very good. We have a TAM who is very engaged. We typically get very good response from the support team. We can call them, we can go online, we can submit the request, and everything is done. View full review »
SeniorSy1d95
Senior Systems Engineer at a tech vendor with 1,001-5,000 employees
Customer service is good. I haven't used any ticket systems for this solution, I haven't opened any cases for it, so I don't know about technical support. View full review »
Informata675
Information Technology Specialist at a government with 10,001+ employees
I have not used technical support for vRealize Operations Manager yet. But I use it for the hosts. I need help with some of the things that Operations Manager identifies. View full review »
it_user599484
Chief Architect For Virtualization at a financial services firm with 1,001-5,000 employees
For the contract that we paid for, technical support was okay. For the service we're used to getting, before we downgraded our service, it was not as good. But that was not on them, that was on us. View full review »
SeniorAnb1c9
Senior Analyst at a manufacturing company with 10,001+ employees
I have not needed to use tech support. It has run smoothly for the last three years. View full review »
Sysadminf40e
Sysadmin at a tech vendor with 1,001-5,000 employees
Their technical support is excellent. View full review »
SeniorSycbf4
Senior Systems Administrator with 1,001-5,000 employees
We only had to use technical support once, when we were doing the initial set-up, and that worked out. It was great. View full review »
LeadATec1296
Lead Technical Architect with 1,001-5,000 employees
We have not had to use technical support yet. View full review »
Richard Mulcahy
Data Center Engineer at a pharma/biotech company with 1,001-5,000 employees
I recently used technical support to do an upgrade. They did excellent work. View full review »
NetworkEa6d2
Network Engineer at a tech services company with 51-200 employees
We're a partner but we feel that they provide us the service that we would want, in general. View full review »
Technicaafc9
Technical Expert at a retailer with 10,001+ employees
We have not used the technical support. View full review »
Daniel Murphy
Infrastructure Manager at a pharma/biotech company with 5,001-10,000 employees
Their technical support is extremely technical. I'd give them a nine out of ten when it comes to technical capabilities. We're constantly upscaling all the time and have to go back and retrain on certain areas. That is a great advantage. View full review »
reviewer608544
Senior Infrastructure Engineer at United Financial Services
Our experience with technical support has been very good. Every time I've opened up support tickets, I've gotten resolution of my problems within what I would consider to be a reasonable time. View full review »
ITSpecia7aca
IT Specialist at a government with 10,001+ employees
We have not needed to use technical support for this product. View full review »
SeniorAp12d7
Senior Application Engineer at a healthcare company with 10,001+ employees
Technical support is very good. View full review »
Francisco Batista
IT Manager at Recipharm Lisbon
Technical support is good, once you pass the first level. They know the product like no one else, so they always solve everything. View full review »
SeniorSy83e3
Senior System Engineer with 51-200 employees
We've never had to request support for this solution. View full review »
Eric Baugh
Systems Admin Expert at Experian
We did use tech support when we had problems upgrading it, but otherwise I usually just go in and add a disk space. But tech support has always been pretty good. View full review »
Talha Ghafoor
Principal Architect at BTC Networks
I haven't called the support for this solution. View full review »
Gaurav Amar
General Manager, Information Technology at PVR Ltd
The technical support is great. For example, we opened a case because we were not sure on the best practices on how to put this up this solution, and the tech support helped us. View full review »
ITOperat2c16
IT Operations Senior Analyst at a retailer with 10,001+ employees
We haven't had to use their technical support. View full review »
Dexter Walker
Systems Engineer at a logistics company with 1,001-5,000 employees
I have not had to use technical support yet. I have just been learning it on my own. View full review »
Ade OYENUSI
Virtualization Consultant at Vantage ad technologies Ltd
Ideally, somebody using the technical support when I found out the configuration was incorrect. I still received a lot of help from the support agent who dealt with my case. What he couldn't do was tell me what to do to bring it back into line. However, he told me what it needed to look like, which was very well documented anyway. Though, having someone point you in the right direction can be a good thing. View full review »
Jean-Francois Leclercq
System Administrator
Their technical support is good. We haven't had too much use for them. View full review »
SeniorSy29b0
Senior Systems Architect at a manufacturing company with 10,001+ employees
We haven't had to use their technical support. View full review »
Chris Perrin
Infrastructure Architect at a retailer with 1,001-5,000 employees
Their technical support is good. They found the problem quickly. Support gets back to us quickly. When you raise a support call they don't get back to you with a candy email, they actually get back to you and help. View full review »
Engineer1e28
Engineer II at a consultancy with 1,001-5,000 employees
I haven't needed to use technical support. View full review »
ITArchit8347
IT Architect at a financial services firm with 5,001-10,000 employees
We have used techncial support several times, but not for errors. We haven't needed support for vROps though, which is a pretty easy and straightforward product. We have been a VMware customer for over ten years, so we have contacted them for other products. View full review »
SystemEn5b94
System Engineer II at a retailer with 10,001+ employees
When I have used technical support, they were good. I would rate them as an eight out of 10. They have good people. However, sometimes they are slow, and sometimes, they are fast. It depends on whom you get. View full review »
Technica3dd1
Technical Specialist
The technical support has been fine. View full review »
ZlatkoMitev
Cloud Architect at IBM
Their technical support is great. Of course, they can be better but they're great. View full review »
Stephen Jesse
Systems Engineer at a healthcare company with 1,001-5,000 employees
Their technical support is okay, it could be better. View full review »
Doug White
Systems Engineer at 14 West
We have reached out to VMware tech support on particular issues with vROps. The support has been fine. View full review »
Simbarashe Mazorodze
ICT Infrastructure and Security Services Manager at NATIONAL SOCIAL SECURITY AUTHORITY - NSSA ZIMBABWE
The technical support is superb. View full review »
Christopher Weiss
Senior Systems Administrator at a retailer with 1,001-5,000 employees
We used technical support on a problem we were having when we did an upgrade, and when we had an issue with the integration of Log Insight. Technical support was great. View full review »
SystemsE367a
Systems Engineer at a comms service provider with 501-1,000 employees
The technical support is good and responsive. View full review »
Chinnayya Ganachar
Senior Manager at a financial services firm with 1,001-5,000 employees
The technical support is unsatisfactory. Some of the tweaks that we were looking for have not happened even though we requested them multiple times. That is one constraint. vROPs is a good tool, but for big organizations when we run over 20,000 to 30,000 VMs, we would like to customize it in our own way to monitor, operate, and connect operations into Continuous Improvement and Continuous Delivery (CI/CD). This is not happening. View full review »
Infrastra5c8
Infrastructure Manager at a non-tech company with 1,001-5,000 employees
I have never needed to use their technical support. View full review »
SystemEn5143
System Engineer AI Specialist
We've had to use technical support and we've found it to be fine. We have a team in our company so we can ask all of our questions to our technical account manager. View full review »
Kevin Kariuki
Product Manager at a tech services company with 51-200 employees
Tech support is amazing. They will walk you through the implementation. View full review »
Fabio Barcelos
Technologist at Thales Alenia Space
The technical support is good and helpful. View full review »
Erik Strandberg
Senior IT Engineer at Octapharma
I have no experience with the technical support. View full review »
Tobias Buchter
Engineer at Coop
We haven't opened any cases yet. View full review »
George Dimov
Platform Engineering Manager at a financial services firm with 501-1,000 employees
In terms of VMware support, VMware has been, to some extent, a victim of its own success. But in general, they've been always very helpful. It's always good to have the TAMs to get the support, even when they're overwhelmed with requests. View full review »
SystemsA9de7
Systems Administrator at a healthcare company with 10,001+ employees
I feel that I was better able to troubleshoot it myself by using Google than by using the tech support. View full review »
SystemsEbcd0
Systems Engineer at a tech services company with 1,001-5,000 employees
We have rarely needed to use their technical support. They're pretty good. View full review »
Capacitycfb3
Capacity Engineer at a financial services firm with 10,001+ employees
The solution is intuitive so I haven't had the need to use their technical support. View full review »
Virtuali4207
Virtualization System Engineer at a energy/utilities company with 10,001+ employees
I haven't used technical support for vROps. I'm mostly on the core: vCenter and ESXi. I don't open up tickets for vROps. View full review »
Ricardo Seabra
Systems Enginner with 5,001-10,000 employees
I would rate the technical support for this solution an eight out of ten. View full review »
SystemEn4849
System Engineer at a pharma/biotech company with 1,001-5,000 employees
I have not used the technical support because the solution is stable. View full review »
Mikolaj Matkowski
Senior IT Admin at Beyond.pl
When you are at your lowest, support is pretty bad. They ask you dumb questions but when you come to second and upper service desk, it is much easier and much better to talk to and resolve the issue. View full review »
SystemAd0624
System Administrator at a financial services firm with 501-1,000 employees
The technical support was pretty good when we called once. They can solve issues in no time. View full review »
Harry Farkas
Senior Engineer at Amadeus data processing
VMware provides good support. We are a GSS customer which means that we have global support with a dedicated engineer from VMware's side so we have no issues with support. View full review »
Jan Mares
System Architect at Nejvyšší kontrolní úřad
We don't directly use technical support. We have suppliers who help us. View full review »
VMwareEn83bd
VMware engineer at a healthcare company with 1,001-5,000 employees
We use technical support, but not that much. They're really helpful. Sometimes you get people who don't know what they're saying, but in general, it's good. View full review »
Gunawin Gunawin
Advanced System Engineer at Amadeus S.A.S.
Their technical support is good. I am happy with them at the moment. View full review »
John Skadowski
Network Operations Manager at a real estate/law firm with 201-500 employees
I haven't had to use technical support for this version but I have had to use them in the past with other versions. There have been some challenges with them. It's hard to get through to the right person and resolving issues in previous versions was hard. View full review »
Mathias Meyenburg
Managing Director at Vleet GmbH
Technical support could be better. This has been a problem with many VMware products in the last few years, the support has not been good. View full review »
Solutionc8c3
Solution Engineer with 5,001-10,000 employees
I have never needed to use technical support. View full review »
Directoref96
Director of Infrastructure Operations at a sports company with 11-50 employees
We've had to use their technical support and we've found them to be great. View full review »
Analystfdea
Analyst at a comms service provider with 10,001+ employees
Technical support has been helpful when we contacted them. View full review »
Infrastr7e02
Infrastructure Engineer at a healthcare company with 1,001-5,000 employees
I have not had to use the technical support. View full review »
SrCitrix5E
Sr. Citrix Engineer at a healthcare company with 10,001+ employees
I have not had to contact technical support. View full review »
SeniorIn866b
Senior Infrastructure Administrator at a tech services company with 501-1,000 employees
I have tried the technical support. View full review »
Learn what your peers think about VMware vRealize Operations (vROps). Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,323 professionals have used our research since 2012.