The solution's customer support team responds quickly. Although, it depends on the severity of the issue.

We experienced a delay in their assistance, which was ultimately attributed to the unavailability of an engineer. Consequently, the troubleshooting process was prolonged and took approximately fourteen days to resolve. I would rate it eight out ten.

The solution’s technical support is good.

The documentation is perfect.

The technical support for VMware vRealize Operations (vROps), or VMware in general, has been good from my experience. Usually the response time is good. The team gets back to you within a reasonable time frame. The technical support team always asks for logs before carrying out an investigation. Sometimes, you want to expedite solutions to your issues or to get somebody on an issue fairly quickly, but you still have to collect logs, zip those up, and then send those to VMware, and that can take time.

I can't remember exactly, but there was a way to send in logs ahead of time to a VMware engineer through VMware Skyline, so the engineer wouldn't need to collect logs as a pre-requisite before starting the investigations. Other than the log expectation, VMware has good support overall.

Technical support poses a challenge, especially for large companies with competition centers situated in countries like India and Malaysia. When an issue arises in the morning for us, it's nearing the end of the day for their support teams. As a result, cases are often shifted from one person to another, requiring me to explain the same problem two or three times. Another factor is that English is not our native language. The variations in pronunciation across Europe, Malaysia, India, the United States, and Australia sometimes lead to difficulties in understanding each other. This language barrier has prompted us to resort to written communication, particularly through chat, which impacts the efficiency of problem resolution. I would rate it five out of ten.

The quality of the customer support varied. Sometimes we would get junior staff and our own team knew more about the solution than them. Then we would get escalated and connected with someone who really knew what they were talking about, and they were very good.

We have not used the technical support because we haven't faced complicated or problematic kinds of issues. We have been using the online documentation, which has helped us a lot.

I haven't taken any formal courses on vCenter, yet I've managed to install and troubleshoot them successfully. I've relied heavily on online resources, and the wealth of information available on the Internet has proven to be a valuable asset. I haven't sought support from any specific company. However, it's possible that in the future, I might encounter a problem that I can't resolve on my own, even with online resources. At that point, reaching out to a company for assistance might be necessary.

VMware provides 24/7 online support, and I would give them a ten out of ten.

VMware technical support is good. 

Technical support is very good, no doubt about it. If you raise a very high-priority case, you will get an immediate response. And most of the people are able to solve the problems. You don't have to roll the case over to the next available or superior agent.

We have had a couple of cases where we have reached out to VMware support and the tech support has always been awesome from all perspectives. Their problem-solving attitude has always helped. We have been using VMware for seven to eight years now and we have gradually grown but support has been awesome during that time.

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.

Because of sanctions in my country, we don't have direct support. We use a partner. Although we can solve most of the issues within our team, we do use our partner for specific problems or issues that we can't solve.

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.

We're still going through a statement of work and professional services, so we've deployed it and have started to use it, but we're basically re-engaging with VMware, so we haven't really had to contact technical support.

The support is good. We often wonder whether the support team will meet the SLAs. I'm very reluctant to make all of our support issues P1. VMware is reasonably good at fixing problems. They probably don't have enough qualified engineers in Aria Operations’ support. When you get them on the phone, they are very knowledgeable.

As an architect, we mostly design vROps implementations. The day-to-day operations are typically the ones that reach out to the support team. So, the support is mainly for people who are managed in the customer environment. 

We provide guidance on which integrations or adapters to use, and how to get the endpoint systems integrated with vROps. But when it comes to support, it's a matter of cost. VMware offers different levels of support, and the enterprise level of support is quite expensive.

If you're looking for a higher level of support, then it comes with a cost.

Our experience has been okay because we have received support for any problems that we have had. Also, we were able to get support from anywhere. It is not only available in our time zone, but we can get support from elsewhere if, for example, we need it overnight. Global support is available from anywhere in the world.

I can say that we have had a few bad experiences, but overall, you cannot take two out of 100 and say it's bad. On the contrary, overall it is good.

I don't know how it works in other time zones, but our time zone is supported by India. I have found that sometimes, you have to push them hard. For example, we have raised a P1 ticket and in response, they sent us an L1 engineer. When a ticket is priority one, it means that the situation is critical and the business is impacted. If you send a Level One engineer in a case like that, it will waste time because they will perform the troubleshooting steps that we have already completed. This has happened to us a couple of times.

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.

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.

Their technical support is absolutely fantastic. They are either a click away or a phone call away and are really responsive.

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.

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.

VMware has a number of support options related to vROps. It's supported as standard production support. It's also supported out of VCS and MCS support. We are a VCS business-critical support customer, and we have had a good support relationship with the product.

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. 

We haven't used technical support for scaling it yet, but I'm sure we will.

Customer support is very helpful, very responsive, and most times, very knowledgeable. If the support doesn't know something, sometimes they will tell you that they'll get back to you, which is awesome because they usually do.

The technical support from VMware is very good. We have been using this product for more than five years now, and their support is very good. We are pretty satisfied with it.

Initially, the tech support was not that good, but now it is very good. They've improved.

Technical support is pretty good. Most of the time, I've been able to get solutions to my problems. There have been times when we had trouble that they were not able to find a solution for but other than that, the support is okay.

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.

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.

We have a Business Critical Support with VMware. I think it's pretty good. In our circumstances – we're currently outsourced, I work with an energy company – our contract only allows the non-international folks to use it, so our folks in India have some difficulties. When we have a problem, if we engage them correctly, it usually gets driven pretty well.

I haven't used technical support; I haven't had the need to.

The VMware support is very good. I had a great experience with them, they are the best.

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.

We provide support to our clients but for critical things that we are not able to resolve, or if they have an RCA, then we contact the VMware technical team. The support is good and I would rate them an eight out of ten.

That said, the support could use some improvement because sometimes, there is a delay before we get a response. If it is a P1 or P2 issue then it will be considered a high priority. Also, if the issue heavily impacts our business then they work quickly and well to resolve it.

They have different support teams to work on different issues. For example, vCenter was down and we didn't know why. After we checked the logs, we discovered that it was an issue related to storage. The network team was involved, as well as a VM team and a storage team. Bringing all of these teams together, they need a single point of contact to fix the issue. We would be grateful for this because when it comes to critical issues, this is L4 support, and we need to fix them.

If there is any issue, they will pitch in and help, based on the severity. They're very helpful and very knowledgeable. We get good support from them. No issues. Their support has been brilliant.

I have received excellent support from VMware & Blue Medora support team.

I have no experience with the technical support.

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.

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.

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.

They been good. We have used tech support for vROps because it's relatively new in our environment, and they've been wonderful, very responsive. They have helped get us in and "Fisher-Price" some of this stuff from a technology perspective, so we know exactly where we're going.

We have used technical support once or twice, and it hasn't been great; slow, a little inaccurate. We've worked through it; we're able to get the end result. It just wasn't as quick as calling in a BCS ticket. They were knowledgeable, and pretty good. It was just slow getting to the end of what we wanted to get to with resolutions.

Their technical support is okay, it could be better. 

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. 

Have not used it.

Technical support is good. Inside the vRealize Operations Manager in each section there is a direct link to the document center of VMWare containing technical documentation, and tutorials for that particular section.

The support provided by VMware vRealize Operations (vROps) is average.

VMware's technical support is good.

I have not used VMware's support for vROps.

Technical support is good, once you pass the first level. They know the product like no one else, so they always solve everything. 

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.

We have contacted technical support in the past. They are very good. We do have a TAM resource on-site, which definitely gives us an in when we are having problems.

We have used technical support. I don't know that I have a very solid answer regarding it, though. That would be more of our technical guys that were in there, day-to-day, dealing with it. I do know that we've had issues we've been able to resolve, but how easy that was, I'm not all that sure.

I do not really use technical support. There's another group that's our tools and monitoring team. They may use it because they built some dashboards and set some of the thresholds. I haven't really had to.

I have used technical support. I actually have a case open as I’m giving this review. It's unresolved, after about a week and a half, so it’s not great. I think they released some modules for vROps that don't quite work right. There's some particular cases for the SQL plug-in. It's not working as advertised and they're trying to figure it out.

10/10 as we analyze the infrastructure and present it to our customers to improve the use of resources.

10/10, whenever we have faced any issue with this product VMware have given us good support.

The technical support is very good. They get it sorted within the SLA.

We didn't contact technical support for vROps. When we contacted support for other solutions, they generally provided reasonably good support. They tend to stick with the problem until it gets sorted out, and usually, they're good at identifying what information they need and how to get it to them. Working with them is reasonably good.

I have not needed to use tech support. It has run smoothly for the last three years.

I think their support has some challenges. I've had better support from other vendors, to be honest. Some of my biggest complaints are delays in getting problems resolved and getting responses. I can say that is pretty much the same for my colleagues as well.

No issues encountered.

10/10.

We have access to the vendor team who assist with any problems we have and we're happy with the support they provide. 

For me, the technical support is the biggest problem. I've been working with them since 2016 and in the first years their response was faster than it is today. That is a problem. Also, I need to put together and send them a lot of information. And then I wait one day, two days. The support has been getting worse over the last few years. They need to improve it. Two days for them to respond is a big problem for me.

The VMware technical support is helpful.

We haven't had to use their technical support. 

I have not used the technical support because the solution is stable.

We haven't opened any cases yet.

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.

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.

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.

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.

We did call technical support quite a lot. They tried many solutions to resolve issues and create product updates. I think they're going to get better.

Technical support is okay; it could have been better. When I contacted them, they initially assigned a lower-level technician. The problem was not simple and it had be dealt with by someone more technical.

I occasionally use VMware technical support, and it is bad, to be honest. Sometimes when I create a ticket sometimes, it takes them 12 hours, 24 hours, to get back to me. I have clearly said that production is down, and they didn’t get back to me. We have to engage the team to get a resource to work on it.

VMware’s customer services is one of the best in the market and they also provide TAM services full or part time that can help any company implement their cloud software suites successfully.

VMware's engineers are very knowledgeable about their products and can handle infrastructures with the complexity of an enterprise level service provider right down to the small to mid-range dedicated IT foot prints.

Their support team is very good. They will explain things to you. You are very involved with the problem. I think the Latin America team works out of Costa Rica.

We had some problems with the views in version 6.5. It would show me 110% usage, which doesn't make sense. We opened a case with VMware. I worked with their development team in Bulgaria. We resolved the problem. 

I had a problem with a vROps plugin because we upgraded our vCloud Director. The plugin didn't recognize the upgrade. At that moment, we are doing a workaround for this while they apply a new update from this plugin to resolve this problem.

We had a demo for Tanzu from VMware for vCloud Director. We needed to show a customer how vCloud Director works with Tanzu and the Kubernetes solution. From that demo, we built a solution with VMware that links with vCloud Director as a platform.

VMware Skyline detects a problem in your platform. It has the ability to create a ticket to VMware directly, then you will receive a call from VMware, "Oh, you had this problem." It also monitors security issues.

We have not been in contact with technical support.

Technical support is excellent.

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. 

I haven't called the support for this solution.

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.

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.

Technical support is excellent.

Technical support is very good.

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.

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.

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.

The support is VMware, and it's good support, as you'd expect.

It's awesome. I mean, we get help if we need anything, but a lot of times you don't even have to do anything, because the product just runs.

I think I had to use them only during set up because we were getting a lot of false positives. And that was a known issue then. When we first set up the environment and we were saying, "Are these... we don't believe we're seeing that but vROps says we're seeing that." Once that was all squared away it was fixed in a later version. Just bad timing, I guess.

We got it resolved quite quickly, so really no issues with tech support from that point of view. It was understood this was an issue on VMware side, and it was knocked out of the park. They knew what they were doing.

It was great. They were very knowledgeable. They were spot on.

We contacted them several times. We've even had a PSO Engagement where someone who was a specialist for vROps came on site.

I have never used it.

I have not had to use technical support.

I personally have not used technical support.

Technical support is excellent; never had an issue with support with VMware.

I do not use technical support often. Usually, it's mostly just myself and whoever helps deploy them. So, it's usually the partners that help me out.

I probably have not used it at all, because usually the issues that I come up with, they haven't had a documented issue yet.

I have not used technical support.

I’ve never had to call VMware for any type of technical support, except maybe for one time when we had an issue with the SQL database - but over a year, one call is nothing.

In general, VMware has good technical support. They have top guys.

I have contacted VMware about Dell EMC issues, but they only focus on vROps support.

There is a strong user community with blogs, which is very important. The community is really extensive. A lot of people help you. We share information there.

Customer support is good, but the main problem is that VMware support is very costly compared to other organizations' support. When you purchase a VMware product, such as vSphere or vROps, the license is perpetual, but you also have to purchase the support service for a number of years. The support service pricing is very high compared to the license, and compared to competitive vendors.

The solution is intuitive so I haven't had the need to use their technical support.

The technical support is good and helpful. 

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.

We've used tech support from VMware for pretty much all their products. The vRealize Operations support experience has been pretty good. 

We have not had to use vROps tech support at all. It is a set it and forget it application.

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.

They're knowledgeable. Sometimes, you have through the first level to get to the next level of engineering. Once you get past that, they're very knowledgeable with the products, usually able to help us in a short amount of time.

We also have someone on site to help us with the more advanced stuff on an ongoing basis as well, in addition to our TAM who can help escalate stuff and find the right answers.

vROps tech support is super. Any issue that we've had, even in a how-to perspective, they've been able to assist us. We've had some things happen late at night or early in the morning where we've needed to open a preemptive service request, for an upgrade, support for a module, or a plugin that we needed to do, and they've been right there for us.

They are great. We have used them a few times to clarify how their update process works. But now that we know the process, it is very easy.

When we need them, we just dial the queue.

Our technical support is great. We have a TAM so we have a pretty good line in with finding the right technical resources, so it's a really good service.

I haven't used technical support, nor do I have a contact that might be able to help if needed. I'm a self-learner, so I go into the application and learn on my own. It didn't crash in a bad way that I had to call tech support.

Six out of 10.

First-call resolution is low. You have to call back a lot and get another tech agent who is a little bit more knowledgeable and, unfortunately, at the enterprise we don't have the time to be calling back.

GSS is pretty good. They're not so key to the actual architecture behind it. They can answer general questions. If you need to escalate, you need to escalate to BCS. In general, GSS does a really good job.

I haven't used the technical support at all.

I have not used technical support for this product.

I have run into issues and the support I have needed was more from a guidance perspective than any big help; just asking them, having an upgrade, what would be the steps? What is the recommended procedure, if any? Is there any good guidance around it? They have been pretty helpful with that.

I haven’t actually had many issues with technical support. Once they kind of laid it out, given the environment, “This is how we would recommend that you do the upgrade.” The upgrade itself takes time just because of the scale of the environment. Beyond that, not much.

I've not used technical support for vROps.

We have used technical support sometimes. It could be a little bit challenging. A lot of times when we got support, the first person that is working on the ticket probably is not that knowledgeable. Sometimes, we didn't get the answers or the problem solved in a timely fashion, so we needed to escalate. Sometimes that escalation process or escalation person is able to fix the problem basically.

I haven't had to use technical support yet.

For some cases, I have used technical support. The biggest need we have and that comes our way, is how to analyze the data. You have a whole lot of features in there and most people think, Can I call support and ask them about it? That covers most of the questions that I get: How to look at this data and how to interpret it? Here are the metrics vROps shows. What does it really mean? Those are the questions I get more than anything on the support aspect of that.

From a technical infrastructure side, they’re technical support is great. It might require more explanation to people to help them with the interpretation of the data.

The technical support services could be better. We need to know the business requirements to get the reports. It is a time-consuming process. Sometimes, we have to search for every detail to make a holistic report.

I have not needed to call VMware for technical support for this solution.

The technical support is superb.

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.

We haven't had to use their technical support. 

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.

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.

Tech support's really good. Anytime we've had any issues whatsoever, any of our engineers, or whoever we contact, is pretty available within a few hours of our posting a problem to support.

We haven't used it yet.

I have a contact in VMware. Every time that I call VMware, they help as I expect, though they are not that easy to reach compared to say, Cisco support.

I have not personally used it for this solution, but we're a BCS customer, so we can get support pretty easily if we need to.

Technical support has actually been pretty good. Obviously, pretty much for any company, tier one support is going to be what it is, but if you give them the information they need, I've actually seen some people who know the product really well.

I use technical support all the time. :) I rate them 7 or 8 out of 10.

I have not used technical support since this release. I have used it in the past when it used to be called vCloud Operations. When it was vCOps, that's when I had more issues with it. I had to call technical support. But now that it's vROps, no, I've had no issues.

I have not really used technical support.

I have not used technical support.

I have used technical support a couple of times. They were helpful. They pointed me to the issues, the database issue I mentioned elsewhere.

I have found VMware support to be somewhat lacking. It's hit or miss. Sometimes we'll get somebody who really knows what they're talking about and they'll be able to resolve our issue really quickly; other times they keep requesting log files until we're blue in the face and they never come back with anything, after we provide all of this data to them. It's hit or miss; I feel like it depends who you get on that day. It's been spotty to be honest.

When I’m deciding on a vendor, I really like to work with companies that are accessible; you call a support line, you're not hassled with, "Give me this license number," and we'll send you on to the next guy. I want to call up and get somebody on the phone and talk to them, the first person I talk to. VMware has sometimes been like that for us and then sometimes not. That's what I look for. I look for responsiveness, communication. I don't want to be only communicating over email; I like to talk to people. It seems like in the technical support industry that is become less and less favored as a communication mechanism; it's more email and so on.

We've used our SE as technical support, and he's really good. He knows the product and whenever we were having trouble, he was able to help us out. It was more with the install; haven't had a lot of trouble since the install.

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. 

Tech support is amazing. They will walk you through the implementation.

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.

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.

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.

I have had to contact tech support once or twice. I had a little trouble getting the deployment set up so it would exclude servers, because we aren't licensed to monitor servers with it. Sometimes, certain versions, when you add a feature, pack it in. Sometimes they don't work like you expect them to. But tech support has been great on that and they help get it figured out.

I have not used technical support for this tool.

I would probably give the technical support team an 8/10 rating.

There is room for improvement probably in terms of the support that we received per se. I think we want to ensure that our engineers have access to the best VMware engineers. We don't want the level one teams and try to do the same stuff that we know our engineers are capable of doing. I think we need more streamline in terms of acknowledging the customer's impact and ensuring that it's translated properly within VMware, so that we have the right engineer from day zero.

I have not contacted technical support but I do have a VM team contact. They're knowledgeable and would be able to answer my questions, for sure.

We don't have to call very often for VMware support.

The biggest problem we had was with licensing, figuring out purchasing and those kind of logistical issues; not technical issues.

I actually haven't had to use technical support. A couple of the other guys have, and it seems to be really good.

I love VMware support, when I can get them on the phone. That's the one thing, the one rub, is that I always have a very difficult time getting through the auto-dialer service. I have business continuity service, and even now, I still have so much trouble just getting someone on the phone. Once they get on the phone, they either breeze through the problem or they've identified a bug and they get it fixed. Just the management layer is the problem I have.

We call technical support whenever it's broken.

For the last issue, it was pretty straightforward. It was a documented issue, so hopefully it's a bug and it gets released in a fix.

We have had a good experience with the support for the vROps tool, although we haven't had to use support too much.

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. 

Their technical support is helpful. Sometimes they can take a little while to get back to us. 

We have not used the technical support.

I recently used technical support to do an upgrade. They did excellent work.

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.

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.

I have not had to contact technical support.

So far I've only had to use it one time and they were very helpful. We did have some storage issues with it. They resolved it within probably one or two phone calls, so I was very happy.

The VMware staff is usually pretty knowledgeable. We have been pretty satisfied with the support we have received.

I haven't used it yet.

I have not used it to date.

I have not used technical support for vROps.

Maybe one of my systems guys has used technical support once. I think he called about an issue, but I have not.

I have not used it yet.

Tech support is always good. They always work well. There are Irish guys, those are our late night calls and I don't really want to be on those.

Not for vROps.

My team uses technical support on a regular basis. I've always had a good experience with VMware technical support. No issues.

I think we have used technical support in the past. I think with some old versions, when it was vCOPS, but it was a separate guy. I don't know what the details of the tickets were.

The support has generally been pretty good with that. We've had some tough issues, so it's been pretty good. They managed to resolve them. We've got one that's in the queue right now, but they are working with us on it. It has to do with tagging.

I have not needed to use technical support, really. It's pretty much, set it and forget it.

It's great support. We contact them by e-mail, phone, and so on. We have an MCS contract. We have a TAM with whom we’re on a first-name basis.

I'll give technical support for vROps a 7/10. Sometimes it takes a bit more effort. We are also a partner. We are at the first level of support. So we ask for logs and real basic questions. It would be nice for us as a partner to have a direct path to second-level or third-level support, to escalate it, because sometimes first-level support just takes too much time.

I have not used technical support. I don't think we've used technical support; we've used our TAM to help us set it up, get it going and fix it up. I think we had one issue because we couldn't get it set up correctly and we had to call support. They were very good at resolving the issue, they just kind of walked us through it.

We do not really use technical support. We don't have a lot of need to go to technical support for the monitoring solution.

I used technical support in the beginning, but just during setup. Since then, nothing.
At the time, technical support was fine. It worked out fine.

I have used technical support sometimes, when there is a question that we cannot answer ourselves regarding the functionality of the product; definitely, we'll reach out to technical support. So far, we have had a very good experience with them.

I personally have not yet used technical support.

Personally, I have not used technical support. Our customers do though.

We have mission critical support with VMware, so we use those guys constantly.

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.

We have reached out to VMware tech support on particular issues with vROps. The support has been fine.

Very good and knowledgeable. When we call and have an issue, they resolve it pretty quickly. We always reach the right person.

We have not really used technical support in terms of vROps, but more on the other things, such as ESX. They were very helpful.

We don't use technical support for it. We use our TAM at times to tell us how to do things, because you really need a college degree to run vROps. So far, we haven't had to open any support at all for vROps, specifically. Lots for VMware, but not vROps.

We've never had to request support for this solution. 

We don't directly use technical support. We have suppliers who help us.

I have never needed to use their technical support.

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.

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.

I have not had to use technical support yet. I have just been learning it on my own.

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.

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.

Whenever I need help, I contact my local SE (sales engineer). He is very knowledgeable. When he can't answer me, he gets other guys who can assist.

I am really satisfied with the technical support. We were always reaching the right person and they were knowledgeable; if not they tend to get us the right person.

I'm one of those guys that'll never call technical support, so unless we have a major issue, I'd rather figure things out for myself. And my company tends to buy the lowest level of support. I don't usually call.

We did call them one time for vROps, which was the issue I’ve mentioned about the database becoming corrupted because of the way we had done the migration. They just said, "Can't do it that way."

We use technical support a lot. It's good but they don't offer critical support for certain products. For example, we are using a product called VDP, vSphere Data Protection, to back up our VMs. We’re moving away from that; it's not reliable at all. It's like a free product.

vROps' technical support is pretty good.

OK

Their technical support is great. Of course, they can be better but they're great.

Not on vROps. I did ask some questions of TAM about storage utilization but I haven't had answers yet.

I haven't used technical support.

Some of the technical support representatives are knowledgeable, I have discovered it depends on the time of day.

We have a good impression so far. We usually go through our TAM and get through to somebody who maybe is at a higher level when we need help. Though I don't really call them.

We've barely used it. Once or twice, but for general questions. Nothing about problems. I would give it an eight or nine out of 10. We were able to reach the right person.

We really haven't had too many issues so I can't speak to the tech support piece of it.

They are knowledgeable.

The first version we had in the environment, the problem was we seemed to have kept it longer than it should have, and it seemed that the technicians didn't have the knowledge about the old stuff. But after we upgraded, they seemed to be able to help us with any problems we had.

I haven't used it.

They are knowledgable and very supportive. You are always reaching the right person.

I haven't used technical support for vROps.

I don't know if I've ever contacted technical support for vROps specifically. Honestly, I don't think it's as good as it used to be. I think it's gone downhill a little bit. I think it's one of those things where I guess at most bigger companies, you want to try to get past the level-one person. I feel like I know a little bit about it and a lot of times some of that time is spent with that level-one person when maybe it can go up a little higher.

I will say it is still a lot better than EMC support.

Technical support is good so far. Again, we’re just grazing the surface, so we haven’t had much call to leverage support. As with any vendor, it’s the luck of the draw who you get the first tier of support. You just have to know how to escalate correctly. For some of our operational stuff, it’s a journey to get them to learn. Sometimes, you get a resource that maybe doesn’t know to escalate it in time. That’s the case for any vendor; Cisco, BMC, whatever. They might sit on it, and not really know how to solve it, but they also don't want to escalate every ticket in their queue, so you have to force their hand. Sometimes, we don’t do that. When my guys would complain about support, I tell them, Well, it’s kind of a bit on you. If you pressure the vendor to escalate it, then they typically do. Then you get that tier-two, tier-three kind of resource.

Technical support was good. I'd give them 8 out of 10.

We have not used technical support for vROps.

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.

We have rarely needed to use their technical support. They're pretty good. 

Their technical support is good. We haven't had too much use for them. 

We're a partner but we feel that they provide us the service that we would want, in general.

Technical support has been helpful when we contacted them.

I haven't called for tech support on this particular product. I do have issues with tech support, sometimes, asking for the entire download of configurations and logs, when I think I'm calling with a relatively simple question. It would be nice to have a more efficient way to get your ticket started towards escalation. A common problem with a lot of vendors.

For vROps I have not used it. I haven't had to call them for anything. Again, everything has been running great, I haven't had any problem with it. We obviously call VMware for other issues but not for vROps.

The biggest issue that I have is that if it's not an urgent issue I don't get contacted back very quickly. So a lot of times, we'll end up solving issues ourselves, when they're not critical "down, down" issues. That is my big issue with VM support. Otherwise, they are giving us great support and help us out a lot.

Their VMware technical support is always pretty good. In our specific case, we had a special issue that they couldn't resolve. Overall I would say it is good, when you get a hold of them.

We just open a ticket up on the web, we set the severity, and then they will work with us from there. They make it really easy to open them. I'll do my best to troubleshoot, but I only have so much time in the day. At the end of the day, I'm just going to open a support case and they'll help me directly.

We pay for support so, the business wants us to use it, take advantage. They look at how many support cases we open. Otherwise they might say, "Hey, you guys don't open up support cases. We're paying."

I haven't used it for vROps.

VMware actually had to make some changes because of us, because when we deployed it, we found some bugs in it. I worked with the product developers and engineers that developed the product to help resolve that, get the proper sizing, and get it to where it's scaled out to support our environment.

Technical support has been very good. When I escalated up, they got me in touch with the people who actually write it and develop it directly, so I'm on with them at 1:00 or 2:00 in the morning on a Friday night/Saturday morning and so, they are very good. They're very helpful, they did the best to get in and find out what my issues were and get it resolved.

I personally haven't used technical support. My fellow engineer has, and I don't think he's had many problems dealing with technical support in regards to vROps.

I haven't called technical support for vROps.

Reaching the correct level of technical support is easy. All you need to do is to call the support line and explain your situation. After that VMware will take care of you.

I live in Venezuela, and this country is blocked by sanctions, but when we had VMware support, it was excellent. 

We have not had to use technical support yet.

The technical support is good and responsive.

We only had to use technical support once, when we were doing the initial set-up, and that worked out. It was great.

I feel that I was better able to troubleshoot it myself by using Google than by using the tech support.

We have not used technical support yet.

I haven't been in touch with tech support. My contact at VMware is definitely knowledgeable and can help if need be, absolutely.

I haven't used it for wireless operations. Not yet.

Good. They're very responsive.

8/10.

8/10, however sometimes you have to figure out where the exact problem is because you know your infrastructure better than technical support as you know what the ins and outs of your infrastructure are and they don't.

Their technical support is good. I am happy with them at the moment. 

I would rate the technical support for this solution an eight out of ten.

The technical support has been fine.

We have not needed to use technical support for this product.

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.

Tech support has been very good. Quite honestly, sometimes they're better than we are. As opposed to getting back to them, they almost hassle us to make sure that they're getting the information. They want to make sure that they get the solution in hand and they close those tickets. It seems that we don't move as timely as they do lots of times.

I haven't needed to contact them. I have enough skill set, education, and hands on with the product/solution that I can figure it out myself for the most part.

I have used it once. Something broke while I was working and I had no idea what it was, so I call up the support guys. They were quite helpful and able to fix the problem.

We've got an account manager. We also have an SE from VMware to help if I get stuck with support, but I haven't had that problem.

I don't know if you're gonna receive better support with another vendor than you do from VMware themselves.

They are very knowledgeable. I feel like I am getting the getting the right person when I contact them.

I haven't talked very much to the vROps support team at all. I've only had, I think, one open case, and I resolved that before they got back to me. He was very nice when I talked to him, but I haven't really overly utilized support.

Technical support depends on the product. The people that work on the vROps side are definitely a lot more knowledgeable than some of the other support people I've worked with. Anytime I put a ticket in for vROps, it usually gets solved a lot quicker than a ticket for vSphere, Horizon or something like that. They've done a good job training their employees on the vROps part.

I haven't had to call support for vROps before. I have called support for other issues with VMWare, and it's been hit or miss.

Hard to say I am normally part of that customer service.

If someone needed to contact VMware Global support which I have done on behalf of clients before I can say they are very capable.

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.

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. 

Their technical support is excellent. 

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. 

The technical support was pretty good when we called once. They can solve issues in no time.

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. 

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.

It's not very good, because it's such a difficult product. I think some of their guys don't even know how use a lot of it because they have to hold a week training for us, so they must have to go through one, two, or three months worth of training just to even know how to use it.

The last technical support couldn't handle our questions any better. I never got really an answer for our last questions and raised it to our Account Manager to get one of the ACs to do it and that was two months ago. I'm still waiting on the answers to the questions.

I haven't used it.

We haven't used it.

I haven't used technical support for this solution. I do have a contact within the dealer who is knowledgeable. We just haven't had any issues with it.

We have not had to use tech support for vROps.

As far as making sure that the environment is operational, they are good. But, a lot of it has to do with customer porting and getting useful data out of it. Every company's different as to what they want to pull out of vROps. So, I guess in 6.6, which we just upgraded to right before I came here, they've done a lot more in the way of having a greater database of reports available. So, that's good. I haven't really dived in too far into it yet.

Very good. I've only used them once, though, just to expand the database. But I reached the right person, and they were knowledgeable.

Technical support was excellent.

I did not use technical support, because the one error we had was an unusual appliance error.

I have used technical support, because the VMware solutions guidelines are quite complete and amazing.

Very good.

I've used technical support, and it's great.

We have not used it, though we do have a direct contact at VM's technical support if we ever need to contact them. We feel contacting if we needed to and that are knowledgeable.

I don't think we've used it on that product.

We haven't used technical support.

Good. They know the product very well.

Customer Service:

Lately, it has been an issue with getting hold of the support team, but they generally are good.

Technical Support:

The juniors are strictly OK, but the escalation leads are brilliant with sound knowledge in troubleshooting.

Technical support is good. We really haven't needed to call on this specific product, but whenever we needed to call, they're always there.

I have not used technical support.

I’ve used technical support some; just to start to get to learn it and get it installed. It's an ongoing learning process for me. It's good. I think it's one of those things you have to take the time and learn it. We're gradually learning it over time.

The technical support has been good in our experience.

For vROps, they are usually pretty good. We usually reach the right person and they are knowledgeable.

I don't have a good opinion of VMware support. 

I remember at one point, one of our instances was corrupted, and they tried their best to recover it, but in the end, after digging in its insides for three days (and they really dug), they just told us, "You need to rebuild the instance. We can't recover any of your data. Just spin up a new instance and start collecting data from scratch." 

So we lost all our historical data. It wasn't business-critical, because we were able to export our dashboards and import them into the new instance, so NOC was operational a few days after the incident.

Other than this experience, we have not had the best experience with VMware support.

We have used the basic VMware support, and it seems alright.

We have used a lot of technical support for vROps. We have had a lot of custom-built tabs for our vROps environment. Technical support was awesome. We are business critical customers. We are on the BCS support. It's awesome.

I have tried the technical support.

I haven't needed to use technical support.

We have Platinum Support so everything is in place, i.e., not only for vROps but for all the solutions that they provide, so their technical support is the best. The team is knowledgeable.

We have used their support page. They’re knowledgeable.

I have never needed to use technical support.

Very good. I've had no problems with support.

We've had to use their technical support and we've found them to be great. 

We used technical support quite a lot. They worked hard to find solutions to our problems and helped us with product updates. But, I think they need to improve.

I've not had to use it.

I have not had to use the technical support.

I haven't used it for vROps.

We have a contact, but we have never used him/her.

The technical support is good.

We haven't used it.

I have not used technical support.

I have not used technical support.

I haven't been too impressed. There seems to be a lot of running around or not hearing back.

We're using another professional services group for this.

The tech support is good. I haven't actually had to call tech support on the product as of yet.

It was okay. I'm not always able to get to the right person. It takes a while. Once I do reach the right person they are usually knowledgeable.

Technical support is 8/10.

In general, the technical team are good - however, my latest experiences have not been as good because some of the team members lack experience and can't help with your problem.

I haven't used it.