I would rate VMware support a seven out of ten. I won't give them more than that because some of their engineers don't have so much in-depth understanding of the product. Sometimes, a lot of time gets wasted than getting support from them. Their support team needs to be trained for faster IT support.

Technical support is bad. They pointed me to professional services, and I had to pay someone when I already had the basic support agreement. I think we took the standard support agreement with VMware.

The solution's technical support is good.

The customer service and support are poor and not very responsive. We face delays with responses. 

The support has been good so far.

The customer service and support are okay. It is not quite good. The support should be faster and more qualified. 

The technical support from VMware is good.

If I face any issues with a product that I don't understand, I normally use Google and forums to get answers to deal with the problems since it is an easy process for me.

The support we received for vSAN was excellent.

The solution's technical support was very good. The product has a lot of documentation on its website. I rate the technical support an eight out of ten.

The quality of the customer service and support depends on the vSAN case. For example, if I open ten cases, maybe two or three get resolved quickly. But the other cases have a slow response. 

Maybe they end their shift and don't transfer it to the next, and no one picks it up. I have to wait until the original owner comes back to work.

The technical support services are far better than other vendors.

VMware doesn’t have Windows 10 support. Dell has the number-one support in the industry. I've worked with other brands, and their support sucks. VMware’s support is very great for technical support.

I have not contacted the technical support from VMware vSAN. We have not had a need to contact them.

The customer support is very good, depending on the contract support that you supply. We are using a premium support and the quality is quite good.

I think we used technical support earlier on. I didn't personally, but I know our engineers had to work with technical support on some issues with a couple of our VSAN nodes kind of going crazy when they were doing some initial configuration setup. They were just sitting there idle, and one of them would spike up; I don't know if it was trying to replicate data or do something odd. They worked with the support team, got it resolved and addressed it, upgraded to a new version and haven't seen any problems since.

I think there could always be improvement. Whenever we interact with the VMware technical support, it's usually because we have issues that aren't easily solved. We've got our own set of engineers that are really intelligent guys, very capable individuals. Whenever we call in, we always get the initial first line of defense, "Hey, give us your logs." Okay, here's our logs. And then they ask us silly questions and basic troubleshooting and, "Did you do this?" Of course we did. I guess the initial support services guys are just that basic line of defense. They don't always really understand the people that they're dealing with nor have that knowledge of the customer base. That knowledge set they're working with makes it difficult to interact with them a lot of times and getting issues escalated. It's always been kind of a tricky thing for us.

Since we are an advanced partner, we receive on-time and adequate support services. However, their response time needs improvement for critical cases.

VMware has very good support. They have technical support which is divided into three areas. In each area you always have the one who can reply to you and they are really good at the technical support.

We can manage the solution ourselves. 

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.

We had a very good team early on so we were not dependent on Microsoft or VMware to help mitigate issues.

I haven't had any problems with the solution, but I have heard from a few people that they are a little bit slow in answering the questions.

I have been in contact with technical support but I have not needed to ask them a lot of questions. They are not the best but not the worst. Overall, I am satisfied with the support.

I would rate the support a four out of five.

I'm satisfied with VMware support. 

VMware's level one and level two support is not at all good. Their support is good only when you get to level three.

The customer service and support are quite good. 

The technical team is provided by VMware and has workers in all different areas. For example, there will be people working in the storage control part or in the technical area.

Technical support is good. It's not excellent, but good. The Sempre support is better.

Technical support could be faster. VMware is slow.

It takes a lot of time to get a technical engineer on the phone, we have to send several emails. It is not a fast procedure.

I haven't used the technical support but my team has. No issues have been escalated to me, so that's a good sign.

I haven't needed to contact technical support yet.

In my former company, we had a direct technical account manager. We were very satisfied with the level of assistance we were able to get when we needed it. 

But you have to consider the level of support you purchase and the amount of systems covered by this support - of course a TAM isn't effordable for each and every company.

I was satisfied with the customer service and technical support I received.

You can speak with VMware and they will provide you service that you need.

I've had to use tech support once or twice. It went okay, as with any tech support.

Technical support is very good. We have two places to get assistance. We have this vendor who supplied the new VMware and installed it and converted it, and we got another supplier who maintains everything and they're both very good. I'd recommend both of them.

We are one of the largest customers on the site for this kind of usage worldwide, and the support is very good. We have direct access to the development, R&D, and third-level support, they are very good.

We do not get support via VMware. We get it through our local integrator.

Their support is good. If you are a big enough user, you get enough support. 

Technical support on VSAN has been excellent also. It's been a bit of a paradigm shift for our employees. They're used to that traditional sort of big iron, I'm going to call it stair-step limited approach and it's taken a little bit of skill to get them used to it, but VMware has been there right for us from the beginning. They've helped our people understand the difference and we're pretty much now self-sufficient.

We had an experience with them recently, and the correspondence with the technical support from VMware was fairly quick. It was aligned with the expected SLA. There were no major issues with the support people who assisted us during that time.

Currently, we've deployed VxRail, and it comes with everything. So, support is good.

Technical support has been great. They are helpful and responsive. I've been happy with their level of service when we've needed them. We are satisfied. 

They are supportive. They are good in their support.

I have personally not contacted tech support at VMware for vSAN.

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.

I haven't had a technical support case open but we do look at the forums and try to avoid issues and problems based on what's in a publicly available space which has always been something that VMware has done really well, which is making issues public so we can avoid them.

The support from VMware vSAN was good. When I had to contact the support for my clients everything was as expected.

Technical support has been very good. They respond pretty fast, especially if we have a critical issue. Their responses have been great.

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.

Technical support is also good. I would rate VMware support eight out of 10 because nobody is perfect.

Normally, when we have a problem, we contact the consultant who had set up the system. He can usually fix the problem, but there haven't been many problems since we set up the system.

The technical support is good. We are always thankful for the technical support from VMware. They are very supportive when we have a technical problem.

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.

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. 

We haven't needed to use technical support so far; nothing at all.

We have a team of engineers who do the performance evaluation so we don't normally use technical support. We only occasionally use it.

We have not had to use technical support. 

It was excellent. The response time was great, and as we're a large customer so we had no issues.

I've already escalated the issue regarding the six nodes, which I've mentioned. This has been escalated to VMware and they know that it is a limitation, because apparently it is normal behavior for any nodes that are put in maintenance mode.

When we faced some problems, we opened support tickets with VMware, and their support was very fast. They were able to fix the problems we had.

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.

Fortunately, I have not had to contact support for any issues with my implementations.

Technical support is excellent. VMware provides top notch support.

The technical support that we get from VMware is part of our cloud provider contract is very efficient, very quick responses. The support is always knowledgeable and they can resolve the issues. As far as I know it's one of the highest rated support from any vendors that we use and this is very important for our storage system because that's the most critical aspect of customers' data. They need to be able to have confidence that the data is on a solid stable system.

Whenever I need support from VMware, I get very good support from the team.

We have in-house support for normal operational transactions. We also have a contract with VMware vSAN. Even our end customers have direct support contracts for the solution. Normally escalations to VMware support have to do with product bugs, a defect, or an engineering issue. 

The support is very good. However, there are times it could be quicker.

The technical was responsive and was helpful. There is a lot of documentation online if we need assistance.

We've used technical support in the past to resolve issues, and they have been very helpful and responsive They were able to fix any problems we've had. We're quite satisfied with them. They've been very good, very helpful.

We're an MCS customer with VMware so we get great support.

Once you get to the VSAN team they know what they're doing. Like bar-none. They are incredibly receptive. They’re very good at giving you root cause and analyses and helping you work through issues.

Our delivery team contacts them. Their response time was good enough.

Technical has been good in my experience but they could improve.

We've only really had two incidents that required support, and therefore my experience with technical support is rather limited. Dell EMC tends to handle the support, and we've never had issues getting any help. Overall, it's been fine, and in general, we are satisfied with the level of technical support we can get when we need it.

Our experience working with technical support has been good.

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.

Fortunately, I have not had to contact support for any issues with my implementations.

When dealing with seasoned vSAN experts, the experience was outstanding. Getting them to respond quickly is always an issue. I sometimes had to go ahead and perform a rebuild, as it was quicker than waiting for a callback.

I've never had to use it.

The enterprise customer service and support are very good and feedback is fast. 

We use online documentation and videos for support, such as YouTube. If there is a problem we cannot solve then we email the support of VMware.

VMware's support could be faster. We don't currently have a contract with technical support because we didn't make a new one for the support license. 

The technical support is good. The Ministry of Education has established contracts with all of our vendors including VMware, Microsoft, Oracle, and others. They provide us with 24/7 premium support.

We expect to rely on support for our migration to production. As part of our implementation, we have to redesign the centralized servers for a distributed environment. This includes Active Directory, Microsoft System Center Configuration Manager, and others. We don't have experience in this area. We can handle the daily operations but we lack design experience.

We've dealt with technical support previously. It would be helpful if they were more knowledgeable. We had a bottleneck with the technical support team. We required a part and we just couldn't get it and it was delayed. It caused an issue around storage for us.

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.

I rate technical support 4/5.

I rate technical support 3.5/5.

I would give the technical support a 8/10 rating.

Customer support for vSAN was very good; response time was very fast and within the agreed support time frames. The technical guys where very knowledgeable and helped out to address our queries and issues right away.

Technical support is very good. I need them only two times. There was a driver firmware issue; that's all. We extracted all the log files and prepared them for support. They were able to identify the problem within about four to six hours; so, really good.

The technical support for VSAN has been really surprising in a good way. In our experience, there are very few vendors that take full ownership of a problem when it occurs. What VMware has done is that whenever there is a VSAN issue or a question, as long as the hardware is on the hardware compatibility list, they took full ownership. They escalate with the hardware vendor. It's really one throat to choke. Where else can you say that?

Never used. Last week, I got in touch with a channel partner, and he talked about different tools and different things they had implemented. Our team excited about it because there we don’t have many resources, but now we have with channel partner.

I've never had to contact support. 

I've been working with VMware technical support since I had my own company. It's pretty dependable because I used to work primarily with level three infrastructure support. We are the last escalation. I am one of the contact people between the company and the VMware vendor. The final escalations would be working with the vendor itself or some VMware engineer, whether it's vSAN, vSphere, Center, or anything else within the scope of our license.

In my environment right now, we only handle a limited set of VMware products. These solutions are not perfect because we must apply patches and updates to deal with glitches and minor bugs. Byt I think vSAN will be reliable, especially if the after-sales support and engineers are excellent and could help us work seamlessly and comfortably.

We rarely use technical support. We might use them for consulting purposes sometimes if, for example, we have a new system and then we are concerned that it might or might not be running on vSAN. We might need them to probe it first. So far, we have been satisfied with the level of support we get.

VMware technical support is remarkable.

They are pretty good. I would rate them a seven out of ten. 

The technical support has been very good. They're quite knowledgable and responsive. We're satisfied with the level of support we get.

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.

Technical support has been fantastic. We always get answers quickly whenever we call.

We had a VMware vSAN engineer present to set up our very first vSAN cluster. There was nothing to it, but it was great to have an expert on-site for questions and to provide us with training. Other than that, we have never had to log a support request with VMware for vSAN.

Very good – quality support.

Support is generally good, but a little slow sometimes. You need to stick to their compatibility list if you want their full support.

Although we have not made much use of the technical support, we found them to be good and helpful in finding solutions. 

The support is very good and they respond quickly.

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.

VMware technical support provides a great service.

Actual support engineers are excellent; however, opening cases is often difficult/frustrating.

They are the best in class – I hold everyone else to their standard. They solve the problem and work the problem. I’m kind of spoiled because I also get federal support so I get especially good service. I have always found their support to be stellar.

I had an issue a few years ago where my hosts were dropping and I couldn’t connect to them, so for three days I worked with VMWare. I went through four shifts of support staff, and they stayed with me. It was a 72 hour outage and I got back around to my original guy, and he figured it out. They are amazing. They don’t point a finger – with IBM they would hand it off from one guy to another and will never ever tell you that.

We haven’t had a chance to use it for VSAN, but in general we've had pretty good support from VMware, so I think VSAN tech support will also be good.

N/A

They are good – the response time is quick. You pay for it, but they are good.

We have good support and meet SLA.

Their technical support is really helpful. They are very efficient. I didn't have any problem.

The customer service is good but there is a cost for it. It does not come free.

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.

The support from VMware is phenomenal.

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.

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.

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.

I can give them an 8 out of ten because it is a game-changing technology so we need to add more vSAN engineers to our team.

L1 technical support, which I have mostly been dealing with, has been pretty solid, especially the guys in Ireland, who do handle it pretty well, both technically and in reference to the customer service aspect.

Technical support is 8/10.

The vSAN technical support guys are great.

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.

We have not had to use technical support for vSAN yet.

I rate technical support 4.5/5.

Technical support is no better or worse than what we have seen from other vendors. Usually it works well, but once in a while there are cases that seem to run in circles where you need to get in touch with your account manager and have them escalate the case to get progress.

I would give technical support a rating of 7/10.

We haven’t required help from VMware technical support yet. At the beginning, there was not much information about troubleshooting available on the internet.

This product is now more mature and there is a lot of information available, such as VMware or independent blogs and forums, that help with vSAN problems.

Technical support is strong in their technical knowledge.

We haven’t had to use it – the product is really stable.

In general, VMware customer support is world class. Response time is really quick – you get connected to experts much faster than in other companies, like Microsoft for example.

All I've seen is community support, especially from bloggers and community experts. I haven’t had any experience.

The technical support is very good. 

Technical support for VMware vSAN is very good.

I'm not happy with the VMware support. There are so many delays attributed to different reasons, like when you transfer the case from one engineer to the other, the second engineer is not aware of what the first engineer has done, so we need to update the second engineer from the beginning. 

Their response is also not that fast. We have seen that sometimes the competency of the backend engineers is not that high, and because of that VMware support is a bit of a concern for us. Apart from that, I don't have many issues with the product.

I'm usually in pre-sales and therefore don't have any experience with VMware support. I've never personally reached out to them.

The company does, however, offer good documentation.

We don't use the technical support, we troubleshoot problems ourselves.

If I have an issue, their technical support team helps me.

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.

I have never had to contact VMware technical support.

Technical support was very responsive, the technical support staff was. Specifically patching hosts, we inadvertently caused VSANdata evacuations during the middle of the day. Whereas, if you were to do a maintenance mode with non-evacuation, that wouldn't happen but they were able to get to the root cause and provide us an answer on why that happened.

N/A

Tech support is very good as they're responsive.

We have the Technical Account Manager service, which is very helpful.

The technical support, it's not satisfactory. Whenever we raise a ticket it takes a lot of time to have an engineer get involved sometimes, or we receive a less experienced engineer. We then have to repeat the situation to the next engineer which all takes time.

The technical support has been great from VMware vSAN.

We haven't called technical support so far. But the web (Google) actually has plenty of good articles and forums and discussions. The website has also one of the best FAQ and DIY sections; 90% level of technical support.

Hmmm, the level of technical support depends on the engineer who supports you when you contact the call center.

We read the manual, which provided us with a thorough explanation. It was sufficient. We use technical support only on rare occasions.

Technical support is good. They know what we need. We log a case and they come to us with suggestions to fix the issues.

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.

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.

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.

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.

Technical support is perfect. VMware provides some of the best support in the market.

The stability of the solution has limited the number of times that I have been on a support call for vSAN. The handful of times that I have had to call VMware for support on vSAN, the support experience was phenomenal. The support staff responded swiftly and were very knowledgeable.

Technical support is good. When encountering issues with vSAN, 99% of the time a VMware support case needs to be opened. All of the standard steps of a support case are run through. In the end, a VMware engineer will solve the issue with you and bring the cluster back to a fully healthy state.

I have not encountered any problems; no calls to support, but support is very good.

Technical support is quite good. Occasionally, it could be faster sometimes, however, largely, I have been pleased with the level of response I get. 

As a VMware customer for many years, sometimes it takes a few calls, but they have some brilliant people who can solve difficult technical problems.

Never had an issue.

The only thing is that as we were early adopters, we found tech support was difficult to deal with because our hardware was Cisco, and they didn’t know what we were talking about.

In reality, we haven't used technical support yet. I don't have an opinion on the support at this time.

Technical support could be better for this solution, the response time is too slow.

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.

Technical support is 10/10.

Their technical support is fine.

So far, technical support is 8/10.

I have not dealt with them directly but my understanding is that they have good technical support.

Technical support is not very good.

9

I haven't contacted any technical support.

Zero issues with tech support. Our TAM answers after some time, but it's not a negative because they're dedicated just to our company.

It is difficult for me to comment on the technical support, as we are not the customer or user. 

Rating technical support is not a simple question. VMware has great technical experts at level 2 and 3, and they are always available if you have severity 1 issue. Technical support is not so good for minor issues.

• In beta, no technical support
• Great fourm support

VMware is top notch, but I can’t evaluate yet for VSAN.

As far as I know, any VMware tickets that we've escalated have been handled professionally. and their support team is very skilled.

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.

Always when I was in need of any technical support, I was promptly answered by them.

The documentation of VMware vSAN is good. I’ve had no experience with VMware support regarding vSAN.

I have never asked anything from technical support. It’s handled by VMware.

The technical support is good. I would rate them a nine out of ten.

I think the support is very good. They figured out what the issue was and responded very quickly. The problems we had were from a network perspective, nothing to do with the solution. 

I've never had to use it.

I have not contacted support.