VMware vSAN Customer Service and Technical Support

Yves Sandfort
CEO / Cloud Evangelist at Comdivision Consulting GmbH
Tech support with vSAN is a mixed relationship. We have had issues with tech support because sometimes VMware comes out of the software defined space. In the software defined space, you start off with the approach that you can basically tell the customer to change everything. However, vSAN needs a different approach. It's a storage platform. I cannot actually say, "You need to upgrade everything or replace everything." That sometimes has been a bit of a challenge with the support teams, explaining to them, "No, it's not an option that we completely upgrade the stack. We need to get a different fix for it." However, over the last few years, it has improved. I think VMware gets the story now that doing support on the storage side is different than for a lot of the other software programs. So, I think we are getting there, but it could definitely improve. View full review »
Paul Letta
Systems Administrator at a K-12 educational company or school with 201-500 employees
We've been with vSAN since the early days of ESX 5.5, when it first went general availability. In those early days, we used support quite a bit. They were very good. The vSAN team that VMware has are top-notch. I think they pick the best of their support people and make them vSAN representatives. In the early days, I used them a lot. Not so much lately, because the product has gotten so much better. View full review »
ManagerT5097
Manager, Technical Systems at a healthcare company with 5,001-10,000 employees
We actually involved VMware from the beginning. We brought in Nutanix, Simplivity, and vSAN technicians, as well as integration with our hardware platforms. But the true key was bringing those guys in, helping us set up the best environment, and seeing exactly what our endpoint was going to look like with our business integration. That was better than, "Yay, we can deploy 40 VDIs in 10 seconds." What does that do for the environment we're currently existing in? So for them to help us set up as a true test in our actual environment, that was a huge help, from all three that we tested. It was really impressive. View full review »
Learn what your peers think about VMware vSAN. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,116 professionals have used our research since 2012.
Jose Fuentes
Infrastructure Architect at a media company with 10,001+ employees
You can speak with VMware and they will provide you service that you need. View full review »
Vijayakumar Arumuga Nadar
R&D Architect at a tech services company with 11-50 employees
Currently, we are working with one tech support as a partner with VMware. We are receiving a good amount of support with troubleshooting. It's on email, as well on tickets. However, it's going well. View full review »
CTO300f
CTO at a healthcare company with 10,001+ employees
I have not had to use technical support myself but my team has. One of the things that I've heard from my team is that, even when they run into significant issues, they have to go through the whole order of support, and they get frustrated. They get a level-one guy or girl, and that person knows less than my team members do, so that's frustrating. When they get to a level-two or level-three, it's okay. View full review »
Deron Roberts
Senior Systems Engineer at a manufacturing company with 10,001+ employees
We have a VMware TAM and they have helped us out with technical support. We haven't needed to call support. Things have been very smooth, no issues whatsoever. View full review »
Michael Cayouette
Team Lead System Integration at a tech company with 201-500 employees
We haven't needed to use technical support so far; nothing at all. View full review »
Eric Garrison
Customer Engineer at ATTO Technology
We have not needed to use vSAN tech support, believe it or not. We have not had any kind of an instance where we couldn't resolve it on our own, or it didn't fix itself. View full review »
Philip Sellers
Solutions Engineer at a insurance company with 1,001-5,000 employees
We have not had to engage technical support for vSAN. At this point, we've been able to solve all the problems or basically work through the GUI intuitively to be able to resolve anything that has happened. View full review »
Ifrastrudd3b
Infrastructure Analyst at a retailer with 1,001-5,000 employees
I have personally not contacted tech support at VMware for vSAN. View full review »
Jonathan Bartelson
Systems Administrator at a energy/utilities company with 1,001-5,000 employees
I have used technical support and it leaves a little bit to be desired. I've gone through a few people to get to the person who actually has all the knowledge, who can actually solve the problem. View full review »
Marcello Collao
Manager Innovation Cross Developer at a comms service provider with 1,001-5,000 employees
We have used technical support a lot for this product and for other VMware products. For vSAN, in the beginning, we used tech support intensively. The support is very good for us because we get technical support in Spanish, in Panama. We are using the different levels of support for different kinds of problems. We are online with them and the response time is very good. View full review »
Ed Hammond
VP of Systems Operations at Cogolabs Inc.
I've had to use tech support once or twice. It went okay, as with any tech support. View full review »
Kenny Morales
Senior Server Analyst at a healthcare company with 1,001-5,000 employees
Technical support has been very good. They respond pretty fast, especially if we have a critical issue. Their responses have been great. View full review »
Andrew Harrison
Cloud Engineer at a tech vendor with 1,001-5,000 employees
I give technical support an A-plus, from my experience. It was perfect, it was awesome. They helped us recover from a very major outage and we would have been down for much longer had they not been involved. View full review »
Matheus Belin
CIO at DATAPREV
The technical account team works with my team in Brazil, together, whether in London, China, India - many teams working with us in Brazil. I would rate technical support as very good. View full review »
Adam Seifert
VDI Administrator at a healthcare company with 1,001-5,000 employees
The vSAN technical support guys are great. View full review »
Virtualibfed
Virtualization Architect at a tech company with 5,001-10,000 employees
Technical support is getting better. We've been using vSAN for a couple of years now. Initially, it was a little more challenging, but it seems like GSS is scaling up as well and, perhaps, learning the product along with us, at times. But overall, they do a great job in giving us support when we need it. View full review »
Chris Gould
Security Specialist at a tech services company with 1,001-5,000 employees
Tech support has been very knowledgeable for the issues that we've had. They have been able to troubleshoot or determine exactly what is going on and then resolve it in a timely manner. View full review »
Director6588
Director Of IT Infrastructure at a manufacturing company with 10,001+ employees
I haven't used the technical support but my team has. No issues have been escalated to me, so that's a good sign. View full review »
Russ Timberman
Senior Network Engineer at Reliance Standard Life Insurance
We have not had to use technical support. View full review »
StdcSupe3d9e
Supervisor at a energy/utilities company with 1,001-5,000 employees
We have not had to use technical support for vSAN yet. View full review »
Pengineers0997
Principal Security Engineer at a tech services company with 51-200 employees
I've only contacted technical support once. My experience with them from what I can remember was good. I was on the call for something like five minutes. View full review »
systemen519357
System Engineer at a healthcare company with 1,001-5,000 employees
We get immediate response from the vendor on phone. For tasks onsite its not sufficient. of course its a matter of service level, no complaints. View full review »
Jason Montogomery
Engineer at a consumer goods company with 10,001+ employees
We're an MCS customer with VMware so we get great support. View full review »
ServerAd2edf
Server Administrator at a consultancy with 1,001-5,000 employees
We have used technical support quite a few times but not frequently. We have had a good experience with them. We usually get good engineers on our calls. View full review »
Supervis55e8
Supervisor at RSM US LLP
I haven't needed to contact technical support yet. View full review »
CTOc0bc
CTO at a tech services company with 51-200 employees
I have used the technical support, but most of the time it comes down to the manufacturer of the hardware; Cisco or whoever we're using for it. It's a compatibility type of thing. But tech support is okay. View full review »
SysAdmin827e
Sys Admin II at a retailer
Our experience with technical support has been excellent. Every single time we've had an issue so far, they've been able to find the issue with the vendor. View full review »
ProductOa5a5
Product Operations at a insurance company with 10,001+ employees
Our experience working with technical support has been good. View full review »
Damon Howell
Systems Engineer/Partner at a tech services company with 1,001-5,000 employees
It is easy to find information out there, not only from searching the web, but even the times I have engaged VMware support. We were able to get an engineer within minutes of opening a case who understood vSAN, and they were able to help us out. View full review »
Andrew Watson
Systems Engineer at Colorado college
Technical support has been fantastic. We always get answers quickly whenever we call. View full review »
SysAdmine7f1
Sys Admin with 1,001-5,000 employees
Technical support, at times, has not been very good, but we are okay with it now. The problem was that they were not taking care of our issues promptly. They would average a couple of days to get back to us. But if there was a tough question, it would take them days or weeks. View full review »
Greg Kincade
Product Manager at Micron Technology, Inc.
We have a team of engineers who do the performance evaluation so we don't normally use technical support. We only occasionally use it. View full review »
Cj Tharp
Senior Systems Engineer at Smithfield
The process with technical support is pretty good. Escalation up to the top-tier engineers is really good. We have a direct path there. There are no problems with tech support. View full review »
Patrick Lamarche
User
The support from VMware is phenomenal. View full review »
Learn what your peers think about VMware vSAN. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,116 professionals have used our research since 2012.