VMware vSphere Customer Service and Technical Support

IT Supervisor at WACT
We also have a maintenance contract with HP. Any event that we could not handle locally, we escalate to HP to be aware of and also to the application vendors. For technical support, we have people that maintain the solution. We have a network of experts and specialists. We have a cloud computing specialist as well. We have a database specialist that does VMware integration and so does our software application developer. Even with all these people, we still also have a customer service contract with VMware and another with HP, the hardware vendor. We don't actually have any contract with Cisco, but we use Cisco devices. The main vendors that we have a contract with are the application vendors Dell and HP. We have a maintenance contract with VMware in case there are any issues beyond local resources. VMware will escalate them quickly when they respond to our queries. View full review »
Brandon Morris
System Administrator at City of Sioux Falls
I am going to be honest that their level-one support is actually not that helpful. It's been something that I talked about with some of the people in the Inner Circle discussions and they're changing some of those processes around. But I do find that once you get up to the level-two and level-three techs, that they are very competent and very capable engineers who have been able to resolve any problems that we've had. View full review »
David Grimes
VP of Product Engineering at Navisite
We've had to use vSphere and VMware tech support on a fairly regular basis, but not because there are fundamental flaws in the platform. Things happen. Client environments are complex, and in some cases, the interoperability with other third party products requires engagement with support. We have found the engagement able to solve our problems pretty much all the time. View full review »
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Kevin Williams
IT Analyst I at Sacramento City College
On those occasions where we do run into a problem, we have had great help from VMware's customer support. Recently I had problems getting new certificates for our servers to be able to bring them into our vSphere and Horizon environment. VMware support was able to help me diagnose what was going wrong with those, come up with a plan for the future to be able to more accurately get the certificates I needed, and integrate them into the environment. I would rate the technical support a solid eight out of 10, maybe even nine. They are responsive, always quick to answer questions, and knowledgeable. View full review »
Michael Huset
Senior Systems Administrator at a transportation company with 1,001-5,000 employees
Technical support is pretty good. I've had to use them a couple times for smaller issues. They've always been very helpful and we've always come to a solution. View full review »
Preston Lasebikan
Lead Systems Engineer at a tech services company with 11-50 employees
I actually have gotten quite a bit of tech support for initial installations. Even though they're on the hardware compatibility list, Mac Pros and Apple hardware are very different than your traditional Dell, Cisco, or HPE Blade. Apple hardware is kind of like a black box, so it's very hard to interact with, but ESXi has been perfect. My experience with tech support has been pretty good. The response times are really good. If the engineer that I'm working with is not directly knowledgeable on that idea, usually he'll get back to me in a short time and hand me off to a guy knows exactly how to help me out with the problem. And then, the follow-up is good as well. View full review »
Eric Garrison
Customer Engineer at ATTO Technology
They're very awesome, quick to respond to us. Sometimes you get the email exchanges for a while, but once you get somebody on the phone, they get in, they dive in, they fix it, it's done. View full review »
Network Administrator with 5,001-10,000 employees
I've had pretty good results with VMware technical support. It's not uncommon for us, if we're doing some kind of an upgrade that we're not necessarily familiar with, to open up an incident and tell them we're going to upgrade this to this version on this hardware. We just want to have an incident open. If something does happen, they're more than willing to work with us. I've had positive results. View full review »
Infrastructure with 5,001-10,000 employees
Often, by the time I'm going for support, there's a major issue with the environment. It sometimes takes a little bit of time for them to either see what's going on or to get me to whatever support I need. The few times I have had to call them on something very basic though, they have been pretty quick. View full review »
Senior Systems Administrator at a consultancy with 5,001-10,000 employees
We've used technical support in the past. It was "fair" in the beginning, it's certainly better now. We don't necessarily rely too much on support now because there's such a breadth of knowledge in the community and among other customers so that everybody is connected. View full review »
Head - Server and Storage at a financial services firm with 1,001-5,000 employees
Technical support usually we have online support, where we can log a call if there is any trouble. But so far in the last three years that I have been here, we rarely, or I cannot collect any one instance where we had necessity to log a case with the support team, the forums and the community are, have enough knowledge based articles to make us pass through any technical challenges that we have faced. View full review »
Senior Manager at a manufacturing company with 501-1,000 employees
Technical support is very good. I haven't used them in quite some time though, because we have on-staff VMware experts. When I did use them a long time ago for compatibility with network cards (we use FCoE, which is not the industry standard), they were pretty quick to link us back to some articles to help us resolve our issues. View full review »
Raden Evangelista
Systems Engineerineering Manager at a wholesaler/distributor with 51-200 employees
The VMware community is always there and it is a valuable resource. Just go to support.vmware.com, type in your question, and one or two users probably have experienced the same problem. I haven't called them. I mostly go online. View full review »
Brian Kirsch
Instructor at MATC
VMware tech support has always been good to us. Our biggest challenge is getting them the logs, but once they have them, the logs are so detailed that any possible issue usually is resolved within a few hours. So, it has always been a positive experience. View full review »
Ayodeji Ariyo
Senior Network Engineer with 1,001-5,000 employees
I rate tech support highly, for the help we get. View full review »
Tony Reeves
Network Administrator
I have had several instances where I've had to use Global Support Services. They're always great. They are very knowledgeable. If they don't know the answer, they can easily escalate to another engineer and help you out and get the problem solved, usually pretty quickly. View full review »
Ganesh Sekarbabu
Windows Virtualization Engineer at a tech vendor with 5,001-10,000 employees
We use tech support, which is okay. We used to have a hard time, but at this time, we are happy. View full review »
Rene Van Den Beden
Chief Architect at RoundTower Technologies
In the early 6.x days, their support went down. Now with 6.7, being with VMware Cloud on AWS, their support level has increased, because they've had to. It's definitely a better experience now. View full review »
Jason Hong-Turney
Lead IT Systems Engineer at a tech consulting company with 10,001+ employees
We have had to open up support cases for vSphere 6.7. We have gotten generally good feedback, but it's still fairly new for them, like it is for us. A lot of things work differently in production then they do in the lab or in your QA environments, and they're willing to help however they can to stabilize the product. As we're a partner, we do get generally good help pretty early on. View full review »
IT Analyst at a manufacturing company with 10,001+ employees
The technical support is very good. I have nothing to complain about, as they are quick and try to respond quickly. Sometimes, they don't have a solution right away, but that's reasonable. If you track down an issue and you don't have a solution or work around, you have to give it to the engineers who will take sometime fixing it. That's fair. We have PCS support. It has better support compared to HPE. Maybe Cisco is better, but it is still good. View full review »
Allan Trambouze
Senior Consultant at Cofomo
I do use the technical support, and so do my clients who receive good support. View full review »
Sajag Chaturvedi
IT Infrastructure Architect at a retailer
Tech support is sometimes good and sometimes bad. We work in the Southeast Asia region where sometimes we have a language barrier. Therefore, their tech support is 50/50 for us. View full review »
Stephen Parker
Systems Engineer at BYU Idaho
I have used technical support before, via the web interface. You ask questions there and they respond with email or a phone call back to help you solve your problems. View full review »
Sean Crawford
Information Systems Analyst at Sandag
Only for vSphere 6.5 did we use tech support. We have yet to need tech support for 6.7, but I can't imagine it would be any different than 6.5. Any tech support, period, with vSphere, I have never had an issue. Even when it was a really strange issue, we've always resolved the problem. View full review »
Trevor Napier
System Administrator at a energy/utilities company with 1,001-5,000 employees
Every now and then, I have to use vSphere technical support. My experience with them has been a positive one overall. Usually, if I don't get an answer from one tech support engineer, I can get another answer from another engineer who will help me out with my particular issue. View full review »
Desktop Support Supervisor at a financial services firm with 201-500 employees
I've never had to use technical support, myself. We have probably used our VMware rep here and there. We usually get our answers through our rep or our TAMs. There hasn't been anything "break-fix" where we had to call technical support and get on the line right away. Our customer rep answers all our questions and, if he doesn't know, he comes back the next week and he lets us know. It's been a really big help. View full review »
Senior Architect at Art Van Furniture
I do use VMware support but not for vSphere. Full disclosure: I'm a VMware developer. I've been working with VMware for many years. But their support is excellent. View full review »
Systems Administrator at a energy/utilities company with 51-200 employees
Most of my support goes through my third-party. The person who helped us integrate VMware is the person who we also contact for support. They have an inside support guy with VMware. While it is a middle man type of thing, it has been pretty good so far. View full review »
IT Infrastructure Architect at a transportation company with 1,001-5,000 employees
We have used the technical support and we haven't had any issues. Every time we've called, we have been directed to the correct servicing department and they have been able to resolve our issues in a timely fashion. View full review »
Stephen Krujelskis
Senior System Administrator at a university with 501-1,000 employees
I honestly found that I spent too much time in "back-and-forth hell" with help desks that are offshore. I found that VMware Support - it used to located in North America and that's who I would get when I would pick up the phone - the last few support cases that I opened didn't go that well. I ended up finding the solution myself and just telling them, "You know what? Forget it." View full review »
Mikael Korsgaard Jensen
Sr. Operations Engineer at Kamstrup
I have used VMware technical support and the experience has been variable. But I have seen an improvement in the last year. View full review »
Director at a financial services firm with 501-1,000 employees
We are a Business Critical Support customer, so we have an engineer dedicated to our team. We use them on a day-to-day basis. View full review »
Blake Grover
System Admin with 1,001-5,000 employees
I have not used technical support. View full review »
Chris Childerhose
Senior Engineer - Backup & Replication at ThinkON
Technical Support has been good but better communication at times could help improve it even more. View full review »
Raffaello Poltronieri
Cloud Solutions Architect at Clouditalia Telecomunicazioni
We use VMware support. We use it quite often, but not because the product is bad, just because we have so many customers. We are talking about 5,000 virtual machines, so it's statistically probable that we would need to access support. The support is really great. View full review »
CIO at a library with 201-500 employees
I would give technical support about 7.5 out of 10. View full review »
Systems Administrator at a pharma/biotech company with 51-200 employees
We have had to use technical support a couple of times. It has been very good, a very good experience. View full review »
Luis Gomez
Server Engineer at a financial services firm with 201-500 employees
Our experience with technical support has not been the greatest. We currently have a ticket open and it's been open for a few months now, for our VDI solution. I can't complain. In other situations, it has been fine. View full review »
Tom Pine
Lead Administrator at Comcast
Technical support is not that great. It is too slow. When you get them, they are honest, and about what is going on, which is helpful. Because if they lie to you, then you're even more screwed. So once you get somebody, but it's too slow. We've had Level 1 support where it can take hours (maybe a day) to talk to somebody, and our company can affect millions of customers. View full review »
Muhammad Tanvir Ashraf
System and Network Administrator at Gulf Precast Concrete Co. LLC
Until now, I have not used their technical support. View full review »
delete at a tech vendor with 501-1,000 employees
Technical support is a little slow to get back to you. We haven't had any mission-critical outages but we play some phone-tag. It could be better. View full review »
Luis Arencibia
IT Operations Services Manager at a energy/utilities company with 10,001+ employees
We have a great team behind us technically from VMware. View full review »
Ricky Santos
System Administrator at ON Semiconductor Phils. Inc.
The support is very responsive and highly knowledgeable. View full review »
Network Administrator at a mining and metals company with 201-500 employees
The technical support is very helpful. VMware's technical support seems to be very knowledgeable. View full review »
Network Architect at a tech company with 10,001+ employees
I do not have any problems with tech support. It is very good. I usually start in-house, then outreach to VMware support if there is a need to do so. View full review »
Ajay Dand
Founder Director at a tech services company with 11-50 employees
The response time from tech support is efficient. The tech support team there is very knowledgeable. View full review »
System Administrator at a energy/utilities company with 10,001+ employees
So far, we haven't used technical support a lot but I would rate it a three out of five. They have to earn my trust. View full review »
Daniel Pietrasanta
IT Systems Engineer at a retailer with 10,001+ employees
We have Premium Support and they're excellent. View full review »
Stephen Murcott
System Administrator at j5 Software South Africa
Josh Abercrombie
IT Infrastructure Engineer at a retailer with 10,001+ employees
Technical support is helpful. I get through to the right people and they are able to give me the support I need. View full review »
Windows Systems Administrator with 1,001-5,000 employees
Technical support is always helpful. View full review »
LuisFernando Fuentes Lopez
Infrastracture Administrator at a energy/utilities company with 501-1,000 employees
We do not use the technical support because we do not have problems with the solution. Sometimes we may have a small problem, but we start by using the web support and find a solution there. View full review »
System Developer/Engineer at Navy Network Information Center (NNIC)
Technical support is excellent. View full review »
Svein Johansen
Professional ICT at a non-tech company with 11-50 employees
It's easy to get support. View full review »
Technical Support at a energy/utilities company with 5,001-10,000 employees
I do not have experience with the technical support team. View full review »
Sandy Aitken
VP Cloud Business at a tech services company with 10,001+ employees
The technical support is poor. We are in Australia, but we do not have the same level of support as the US and Europe. View full review »
Carlos Rodriguez
Pre-sales engineer
The tech support is good. View full review »
Head of Technological Architecture at a energy/utilities company with 10,001+ employees
The tech support is very good. View full review »
Find out what your peers are saying about VMware, KVM, Proxmox and others in Server Virtualization Software. Updated: March 2020.
407,401 professionals have used our research since 2012.