VMware vSphere Customer Service and Support
it_user171321
Sr. System Engineer VMW Specialist at a government with 501-1,000 employees
Customer Service:
Although, I do not call them frequently, from my three calls, I would say the customer service is great. They call back and even remote-in to assist with the issue.
Technical Support:1 to 5 scale, I rate their technical support 4.
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SigfridCecillon
Director at Arsium
The customer service and support are good. However, it could be faster and more qualified.
View full review »BK
Brian Kirsch
Instructor at Milwaukee Area Technical College
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 »Buyer's Guide
VMware vSphere
March 2024
Learn what your peers think about VMware vSphere. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
767,847 professionals have used our research since 2012.
BS
Bunmi-Sadiq
IT Supervisor at APM Terminals, Inc.
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.
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NipunaNakandala
Senior System Engineer at V S Indormation Systems
I rate the technical support a seven out of ten.
The solution's technical team offers fairly good support in some cases, and in a few other cases, they need to offer more help, which is quite difficult to get, and it also depends on the support engineer our company gets.
Endalkachew Admasu
Manager of Computing and Storage at CBO
Customer support takes a long time to respond.
View full review »JO
Johan Odendaal
Server Engineer at a retailer with 10,001+ employees
I've used technical support a couple of times. I'm quite happy with it. We've got an agreement with HP. We offer our support via HP or via Data Centrix with HP. Durin the couple of times I've used it has been quite fast and thorough.
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Abbasi Poonawala
Chief Enterprise Architect at a financial services firm with 10,001+ employees
I am satisfied with the support. There's a separate team for maintenance and a separate team for support. Whatever upgrades need to be done, it is all taken care of by the maintenance teams.
View full review »MC
Martin Coloumbe
IT Solution Architect at KnowledgeOne
Their support is very good. I would give them good grades. For any problems or issues that we've encountered in the past, their support was quite dynamic. We've had very good success in resolving any issues or problems. Because there are many different products in the stack, you need to ensure that you reach the right person for the product you're looking at, but it is always fairly simple and easy to reach the right person.
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Youssef_Hmani
IT INFRASTRUTURE CONSULTANT at Hyfi Cloud Computing
It boasts robust support. I've collaborated with local partners in Tunisia, and their operations, coupled with same-day support, have proven highly responsive. I would rate the support experience a solid ten out of ten.
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Sameer Gusain
Technical Lead at Sopra Steria
We encountered some delays with the responses from the technical support team. The resolutions could be more informative.
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Tommy Myo Min Aung
Senior System Engineer at Vantage Drilling
We rarely contact technical support because I have a back-to-back engineer and we both have a good understanding of the VMware infrastructure. We are able to solve about 90% of problems ourselves.
View full review »RK
Rangga Kusuma
Head Tim Infrastructure, and IT Security at Lembaga Penjamin SImpanan
We have purchased the platinum technical support and they are responsive. They answer emails and telephone calls quickly.
View full review »SK
reviewer1451847
Sr. Systems Engineer at a non-profit with 501-1,000 employees
Technical support is excellent. They stay on the line and track down the problem. Usually it's on the first call. I have had some complex issues that took a day or two to resolve but for the most part, they're resolved in the first call.
View full review »AT
AllanTrambouze
Consultant senior en technologie de l'information at a tech services company with 1,001-5,000 employees
I always get great support from VMware technical team.
View full review »RS
Ricky Santos
System Administrator at ON Semiconductor Phils. Inc.
The support is very responsive and highly knowledgeable.
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Fritz RichardQuiras
Cyber Security Engineer at Trend Micro
I lack substantial experience with technical support, as my past interactions mainly pertained to license-related matters. When it comes to addressing actual technical issues, I haven't had the opportunity to gain significant experience yet.
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FK
Francis KACOU
Head of Service and Storage Infrastructure at GS2E
We are pleased with VMware's vSphere global support.
If you give me a notation, on 10, 20, or something like that where the scale is set at 20, I will give them a 14 out of 20, because I believe they are no longer as good as they once were. The VMware support is now of lower quality. I will give them a 14 out of 20.
View full review »FL
reviewer1578723
IT Supervisor at a aerospace/defense firm with 10,001+ employees
I have contacted VMware support in the past, but I haven't needed to in a couple of years. They got back to me. Once you actually get in the queue and they actually talk to you, you're fine. It took me 48 hours to get in the queue because it wasn't a life or death issue. It was just a question. I've called them for more urgent stuff before, and they picked right up and answered the questions. They got us back online within a few hours.
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Stefano Panigada
Specialist SE Manager at Dell EMC
I don't have experience with their technical support.
View full review »MA
Mohamed_Ashraf
Senior Product Specialist at a pharma/biotech company with 10,001+ employees
The technical support is so good. My friend works at the support team for VMware.
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Benjamin Hlophe
Director Of Technology Operations at Kutleng Engineering Technologies
They are very responsive.
View full review »JH
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 »SP
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 »KW
Kevin Williams
IT Analyst I at Los Rios Community College District
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 »MH
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 »it_user366615
Datacenter Manager at a healthcare company with 501-1,000 employees
Customer Service:
We haven't used them often, but they've been excellent.
Technical Support:Technical support has been excellent.
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HemantJoshi2
TEM Practice at a tech vendor with 10,001+ employees
The solution's technical support was good and fast enough. The technical support team was able to help us with most of the problems we experienced.
View full review »PY
reviewer1158117
Assistant Consultant with 10,001+ employees
The solution offers helpful and responsive technical support. We're quite satisfied with eh level of service on offer.
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Ajay Dand
Founder Director at Ninesec Integration Pvt. Ltd
The tech support is world-class and we are very happy with their level of service.
View full review »SK
SenthilKumarGM
System Engineer at a retailer with 10,001+ employees
We were having some network glitches and some other issues known by VMware, they were all resolved through provided patches. Now everything is working fine.
View full review »BM
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 »MO
Michael Ogunlade
Head of enterprise systems at Fidelity Bank Plc
The customer service and technical support were fine.
View full review »NP
Nitin Pande
Associate Manager at a tech services company with 1,001-5,000 employees
Their technical support is good. I am happy with that. When I call my VMware team members for any issue, they usually guide me. I am getting good technical support. When I open a high-priority ticket, and I want the support within 10 minutes or 15 minutes, I call my local team member or my Account Manager, and they arrange it for me. I find them very good. I don't find any issue with VMware.
Their training is also good. People, who are not a part of an organization and want to get some training, can connect to their virtual labs. They are doing pretty well.
View full review »LA
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 »it_user194427
Chief Technology Officer at a tech services company with 51-200 employees
Customer Service:
Customer service has always been available, in a more or less adequate time. VMware is good at responding at critical issues that have a high business impact, though sometimes I had experience less than stellar experience in slightly less urgent issues. This is mostly referring to the timeliness of service. Getting the help needed after getting in touch with support has never been an issue.
Technical Support:The support is usually pretty good. VMware support is good at making an effort to resolve the problem on first contact, and escalate as necessary. I have always received a solution to my problem.
View full review »
Zahid Eshaque
Managing Director at CompTech Network System Ltd
The support could be better. The team is not very responsive. It keeps sending us to the resellers and distributors. Support is not that good compared to Microsoft’s.
View full review »MK
Michael-Kierum
Principal Consultant at Absolute Precision
I haven't personally had any contact with technical support.
View full review »TM
reviewer1505493
Systems Engineer at a educational organization with 11-50 employees
I personally have never had to ask for support from VMware's technical team. In the last six to seven years, I have never had to directly ask VMware for anything. Therefore, I can't speak to how knowledgeable or responsive they are.
View full review »ID
Irad Dukad
IT Manager at ducart
I have dealt with technical support in the past. It was less with VMware, and more with the vSphere storage. Once or twice I needed help. It was pretty good. I found them to be knowledgeable and responsive. I would say we are satisfied with the level of support on offer.
View full review »LS
Leonardo Shewchenko
Information Technology Support Coordinator at a computer software company with 5,001-10,000 employees
Compared to Microsoft's technical support, it's by far the best experience that we've had.
View full review »JH
SeniorSyb3f0
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 »it_user320091
Monitoring Tools Analyst at a individual & family service with 10,001+ employees
I’ve had mixed results primarily because I’ve had issues that have dragged on for a while, but for the most part in terms of responsiveness and explanation they’ve been very good. Once I articulate my problem to them, they explain the steps to take next very well.
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Ahmad Ali
Infrastructure System Engineer at King Saud University
Support has not been as good as it once was. It used to be better, but it appears that the quality of support is declining for some reason. I'm not sure why.
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Ali Gursoy
IT Manager at Cobantur
Technical support isn't ideal. They are slow to respond. We've had issues previously.
View full review »MS
reviewer1261665
VMware Software Engineer at a insurance company with 10,001+ employees
Technical support has been excellent. They are helpful and responsive. We have no complaints. Their level of service is always good.
View full review »SS
Sid Sharma
Lead QA Analyst at Loomis Express
I haven't used their tech support.
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Udom In
Information Technology Manager at The Olympia Medical hub
The technical support agents are not clear about the issues that are being discussed. They cannot address the problem or estimate the time correctly. In one particular issue, we needed to raise our ticket to the management level because they told us it would take two hours to be operational but the downtime was one day and one night. They should have first checked the vSphere technical aspects.
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Vikram Casula
Head Of Infrastructure & Cloud ops at a comms service provider with 10,001+ employees
Technical support has been good. On a scale from 1 to 5, with 5 being the best, I would rate technical support at 4.5.
RB
RavindraBhojwani
Logistics and product Manager at a security firm with 11-50 employees
Technical support is fantastic.
View full review »AT
Allan Trambouze
Senior Consultant at Cofomo
I do use the technical support, and so do my clients who receive good support.
View full review »DP
Daniel Pietrasanta
IT Systems Engineer at a retailer with 10,001+ employees
We have Premium Support and they're excellent.
View full review »PG
reviewer924948
Senior Manager Systems/Network, Global Information Systems at a manufacturing company with 1,001-5,000 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 »CW
reviewer924351
Director, Windows Server Infrastructure at a financial services firm with 1,001-5,000 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 »it_user127791
IT Representative at a manufacturing company with 51-200 employees
Customer Service: I have not needed to contact their customer service.Technical Support: Support has been self driven via research and VMWare's web site. Being that ESXi is free, the support is great.
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MM
MinaMagdy
Senior Infrastructure Solutions Specialist at Fiber Misr
Technical support is very helpful. They don't deliver the troubleshooting directly, but they understand and collect the logs and provide the procedure to follow in order to reach a solution.
View full review »TR
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 »Ajay Dand
Founder Director at Ninesec Integration Pvt. Ltd
The response time from tech support is efficient. The tech support team there is very knowledgeable.
View full review »JK
DesktopS0c59
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.
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Ali Yazıcı
IT Service Manager at Kuveyt Turk Participation Bank
The technical support could improve by being a little faster.
View full review »MK
MUKUNDKULKARNI
IT Manager at KIRLOSKAR PNEUMATIC CO. LTD.
The support has been good.
View full review »MF
Mohamed Fathi
IT Manager at pioneers
I have needed the support of VMware on one occasion. The first level of support is not good but the second level is better and overall the response times tend to be poor.
View full review »YS
Yves-Schatzmann
Senior Information Technology Consultant at a energy/utilities company with 501-1,000 employees
The customer support is nice. We are talking about a great organization, which offers much staff, support and white paper.
View full review »FW
ForrestWu
Sr. Manager IT at a non-profit with 51-200 employees
I think VMware support is excellent. They have the highest one, and I'll rate them nine out of ten. I'm still satisfied with their support.
View full review »IS
Igor Schwarz
Presales Engineer at Emet Computing
As a system integrator, I have not had to contact technical support.
View full review »RV
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 »SC
Sean Crawford
Information Systems Analyst at San Diego Association of Governments (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 »MJ
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 »CH
Infrastr7d14
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 »it_user851001
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 »it_user370284
Manager - System Engineering and Storage at a construction company with 1,001-5,000 employees
We pay for business critical support and that is still bad. I think VMware's biggest weakness is their support organization - 5/10.
View full review »it_user321249
Virtualization Engineer at a retailer with 10,001+ employees
Periodically used as sounding board for things we want to do. Not high marks, though, because first-level support is not knowledgeable. I would rather rely on peers in blogs, forums, etc. Also, sometimes they're not communicative.
View full review »it_user298431
Senior Systems Engineer at a tech services company with 10,001+ employees
Customer Service:
They’re very good. We’ve got a good relationship with VMware, and they’re always available - they give us previews on upcoming tech or quickly connect us with someone we need to speak to.
Technical Support:It’s good. It’s usually quite easy and quick to log calls and get support services. The vSphere client has a built-in means of pulling logs which logs which we can send directly to VMWare technical support. We can get tier two or three support quite readily.
View full review »NT
reviewer1119762
Information Technology Security Specialist at a energy/utilities company with 10,001+ employees
We've never contacted technical support in the past. I can't speak to how they are in terms of the level of service they provide.
View full review »PM
PrasadMane
System Advisor IT at CRIF India
The support is the only negative feedback, they need improvements.
View full review »GP
Gabriele-Pizzigati
Senior Software and Systems Engineer at SAMU.IT
Technical support is good but not very fast.
View full review »EN
reviewer1602309
IT Manager at a legal firm with 51-200 employees
We've dealt with technical support in the past and I would rate them very highly. They are helpful and responsive. They get us answers. We're quite satisfied with the level of support we receive.
View full review »KR
กฤษฎา รวยเรืองรุ่ง
System Engineer at a financial services firm with 10,001+ employees
We purchased the OEM, but not from VMware. We bought it from HPE. The first year of support provided by HPE is okay for now.
View full review »it_user331866
Chief General Manager at SVC Bank
It’s a more stabilized product. Once configured properly, you don’t need support. In the last six years, we haven’t had to call them at all except for the initial setup.
View full review »it_user320484
Program Manager at a mining and metals company with 1,001-5,000 employees
Technical support has always been good – extremely responsive especially in the DC area. They are used across government and we are able to even get onsite support when we need it.
View full review »WM
Walid Mouamar
Network and Security Engineer at a logistics company with 1,001-5,000 employees
The technical support is all right.
View full review »MA
reviewer1232400
Infrastructure Senior Specialist at a financial services firm with 51-200 employees
We had a problem one month ago. Technical support was really able to help us.
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Ryan Dave Brigino
Software Engineer at Es'hailSat
We bought the solution through a Dell partner and we get support through them if we need it. We don't deal directly with VMware. I can't speak to how their technical support services are. Our Dell partner connection acts as a middle man between our company and VMware, therefore, they deal with VMware directly.
View full review »GS
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 »DG
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 »it_user321576
Senior Engineer at a healthcare company with 1,001-5,000 employees
From time to time, we have relied on them, mostly for troublshooeting specific VMs when a vendor wants to blame resources. Whenever we have bad memories or drivers injected by vendors, they’ve helped us remediate those issues.
View full review »it_user281958
System Engineer with 10,001+ employees
Customer Service:
Efficient and knowledgeable.
Technical Support:Good value, particularly considering a support contract is required with the purchase of vSphere licenses.
View full review »WK
reviewer1390341
IT Infrastructure Engineer at a government with 5,001-10,000 employees
Their technical support has been very good.
View full review »BA
Bilal Aslam
Founder & Technology Advisor at EUC Solutions
The VMware support is very professional. Most of the time we've used them, they were very good.
View full review »GF
reviewer1681332
IT Operations Support at a energy/utilities company with 501-1,000 employees
Technical support from VMware is very comprehensive and helpful.
View full review »MD
Madhura Direckze
Technical Account Manager at a tech services company with 201-500 employees
The customer service is good.
View full review »KC
Karthikeyan Chinnadurai
Solutions Architect at a comms service provider with 10,001+ employees
I have not personally been in touch with VMware support.
View full review »OK
OmidKoushki
Solution Architect at KIAN company
In my country, we cannot use direct support, although the direct support and technical support from VMware is very essential and influential to help and solve many problems.
View full review »AP
reviewer1266792
IT Infrastructure Manager at a financial services firm with 10,001+ employees
I would rate the technical support an eight out of ten. They need to improve the time it takes to resolve a case.
Response time could be improved.
View full review »TN
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 »AA
Ayodeji Ariyo
Senior Network Engineer with 1,001-5,000 employees
I rate tech support highly, for the help we get.
View full review »RE
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 »it_user317979
Senior Vice President at a consultancy with 1,001-5,000 employees
PR
Patrick Ringelberg
Owner at a tech services company with 51-200 employees
Customer Service:
Very good. VMWare visits the customers themselves, at least in the Netherlands. Once or twice per year they come on site to talk to the customers to see what they need, anything extra, any support, anything. It’s a very open contact with them.
Technical Support:It works like every other support agency – it depends on how high you set the priority of your call or contract. If you have a basic support contract it won’t be the same as a 24/7 high priority contract, for example. So it varies depending on your support contract; it also depends on which support engineer you get. Most of the time I get a lot of questions back from the support engineer, so maybe they don’t fully understand the systems. I have a production support contract – so I expect them to take over the system and fix it! Eventually they fix the problems, but with some it takes a lot of time.
View full review »
Myo Ko
General Manager at Access Spectrum Company Limited
The solution's technical support team is good because if we open a priority ticket, they call within 30 minutes.
View full review »
Chris Childerhose
Lead Infrastructure Architect at ThinkON
Technical Support has been good but better communication at times could help improve it even more.
View full review »
Emmanuel Nguyen
System Engineer at Anetys
The technical support is not too bad, but not the best.
SM
reviewer1496229
Manager at a non-profit with 201-500 employees
The technical support is quite good. They are helpful and knowledgeable. That said, their response times need to be better. We would like them to respond faster to queries.
Other than that, we are satisfied with their level of service.
View full review »GC
reviewer1346730
IT Director at a manufacturing company with 201-500 employees
It's been too long since I've contacted them, so I don't have any meaningful comment on this.
View full review »SK
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 »PL
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 »it_user321357
System Administrator at Maricopa County Community College District
They've always been excellent, but we rarely contact them maybe one or two times a year. When we’ve had issues, it’s resolved in hours. We have TAM (tech account manager) so helped things along.
View full review »JS
reviewer1344021
Deputy director at a tech services company with 10,001+ employees
Technical support is excellent. We have no complaints at all.
View full review »AS
reviewer357684
Technical Architect at a computer software company with 10,001+ employees
There have been cases with vSphere itself, but the fact is that VMware support is great.
I have had clients who have faced issues in the context of hyperconverged infrastructure. A problem in the networks assumes a lot more significance in the context of HCI, and VMware support is awesome.
View full review »
Neeraj Mehra
Manager of Solutions and Support at Esconet Technologies Pvt. Ltd.
We have contacted technical support many times.
Technical support is responsive. I would rate them an eight or nine out of ten.
View full review »RS
reviewer1502625
Delivery Manager at a computer software company with 1,001-5,000 employees
They have a wonderful technical support team. Additionally, there are a lot of blogs, forums and community support available over the internet where you do get a lot of support as well. So it's not always necessary to reach out to their technical assistance team. They also have wonderful documentation available that is quite helpful in terms of resolving a lot of issues.
CB
reviewer1081776
Systems Engineer/Systems Administrator at a government with 1,001-5,000 employees
It has probably been 10 years since I've had to call support for anything but from what I can remember, they were helpful and they solved our problems. It has been so long that I've had to use them that I would hesitate to give them a perfect rating, since I don't know what they're like today, so I think that rating them a nine out of ten is appropriate.
View full review »MA
Muhammad Tanvir Ashraf
Systems and Network Administrator at Gulf Precast Concrete Co. LLC at Gulf Precast Concrete Co. LLC
Until now, I have not used their technical support.
View full review »LG
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 »delete
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 »CT
ITAnalysac7f
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 »TP
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 »JJ
John_Jones
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_user297561
VMware(VCP5), VMware Regional Academy Director at a university with 501-1,000 employees
From the college, we have not had many occurrences to contact VMware support directly. Some of this is had to do with the relationship we had between myself, being the vITA Director, and the colleges Network/System Administrator. I did the research and development, which is basically what I have done both in my industry career and in my academic career, thus the college benefitted from my lumps on implementation on the production side.
With the vITA program, I was pretty much on our own, but did have access to some VMware internal information.
View full review »it_user379716
Senior Systems Administrator at a media company with 501-1,000 employees
Customer Service:
It was pretty straightforward, from what I recall, but I did not do most of the initial setup. I assisted a colleague who took the reigns.
Technical Support:I've rarely had to enlist support, but when I have it’s been what I would expect.
View full review »it_user370200
Senior IT Analyst at a retailer with 1,001-5,000 employees
Customer Service:
This is a very good solution and I work for a company with a global ELA with VMware. But as our contract and all our commercial team is in the US, we have a limited number of vouchers for training and events in Brazil.
The technical support is good and they always provide good suggestions and technical recommendations and the response time for critical problems has always fair been fair.
View full review »it_user353388
Managing Director & Head of Technologies at a tech services company with 51-200 employees
Customer Service:
VMware’s customer service is very helpful when you need to find the right product for the right environment.
Technical Support:We had to call VMware once so far and they really followed through. They diagnosed a problem related to a third-party driver (NVIDIA) and obtained for us a patched version of the driver from the manufacturer. They were very efficient!
View full review »it_user335898
Senior Systems Engineer at PlanSource
In terms of evaluation for technical support from VMware, you get what you pay for. You have 24/7 support which allows you to leverage call centers in Ireland and other locations where they surprise me every time. There's always something I learn from every support case I've ever had to open. Even if it's just to kick the tires and make sure we're doing things sort of right.
View full review »it_user321303
Sr. Systems Engineer at a pharma/biotech company with 10,001+ employees
VMware tech support is excellent. It’s one of the best vendor tech support I’ve found.
View full review »SS
Sukanya Satapanachai
Infrastructure Professional Service Team Lead at G-Able
We're not very satisfied with the customer support. Sometimes I open a ticket and get a remote appointment with one of our customers and most of the time they're not there and I can't contact them.
HV
Hans-Peter Volk
Head of Professional Services at Axians ICT Austria GmbH
The technical support is great.
View full review »SL
Stanley Lee
Principal Engineer at ST Engineering Limited
We have no complaints about the technical support.
SG
reviewer1441107
Owner at a transportation company with 1-10 employees
The support could be better when it comes to opening and responding to a ticket. But it was within a reasonable time. However, I'm don't have direct contact with the support, and my team's not giving me information about any issues.
View full review »BG
Blake Grover
System Admin at a university with 1,001-5,000 employees
I have not used technical support.
View full review »CH
SystemAd3999
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 »GW
NetworkAa4a7
Network Administrator at a educational organization 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 »it_user515508
Works at a energy/utilities company with 501-1,000 employees
Customer Service:
I only have the online website customer service. Otherwise i have no support from anyone. Tho i love the product.
Technical Support:once i had to upgrade and i was adding some new hardware from DELL the company in Kenya sent very good guys to work on them directly. We have been good friends with the guys tho they are no longer in DELL.
View full review »it_user516468
Systems Administrator at CityServiceValcon
Technical support is very good. That is, if you can get a support rep on the phone in a timely manner with whom you can overcome language barriers.
View full review »it_user320235
Senior System Administrator at a computer software company with 501-1,000 employees
It’s been great, no issues, they’re fast and straightforward.
View full review »it_user297717
Stevenson University Systems Administrator at a university with 501-1,000 employees
Customer Service:
I have no experience with their customer service.
Technical Support:I have no experience with their technical support.
View full review »it_user320199
IS Manager at a pharma/biotech company with 501-1,000 employees
I submitted a ticket about four weeks ago, and the guy called me on a Saturday at midnight. It’s been fairly hard to get hold of somebody, and when they get ahold of you, I understood about three of every five words they said. I wished it was better.
View full review »DL
Donald Lesotlho
IT Support Officer at a non-profit with 501-1,000 employees
I had to engage with the VMware technical support team once or twice last year because we had a disaster, and they were able to assist me diligently.
View full review »RK
reviewer1173861
Global IT Infrastructure Architect at a wholesaler/distributor with 5,001-10,000 employees
The technical support is a combination of VMware and our integrator.
If we have major issues or we are making major changes, we typically go through the integrator. They have a partnership with VMware.
We typically deal with the less severe or impacting changes and issues. In general, that goes pretty well. The software is pretty well documented, so usually, we have a quick fix if we run into problems.
View full review »UF
reviewer929742
System support engineer at a financial services firm with 1,001-5,000 employees
We have called VMware regarding Microsoft Cloud integration.
View full review »KA
Kobus Almon
Chief Technology Officer at perfekt
We have take advantage of technical support. It is very good.
View full review »AS
reviewer1642854
Sr. Virtualization Engineer at a government with 51-200 employees
Technical support is sometimes frustrating. Lately, we have been dealing with some tech support on SRM and they are not able to solve it.
View full review »RM
Rajesh Mehta
Enterprise Architect at a tech services company with 1,001-5,000 employees
Technical support is okay. We're pretty satisfied with the level of service we are provided. They seem to be pretty knowledgeable and responsive.
View full review »VA
reviewer1447761
Assitant Director - IT at a university with 1,001-5,000 employees
I've dealt with technical support in the past. Whenever we've logged a ticket, it's resolved very well. Everyone is quite knowledgeable, and whenever there is a requirement to follow a query, their tech team resolves those queries very efficiently and our problems were always resolved. We're pretty satisfied with their level of service.
WW
Walmik Wankhede
Manager IT at a healthcare company with 201-500 employees
My experience is really good.
View full review »AB
Reviewer3064
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 »SC
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 »MW
CIO9dd5
CIO at a library with 201-500 employees
I would give technical support about 7.5 out of 10.
View full review »it_user882975
System Developer/Engineer at Navy Network Information Center (NNIC)
Technical support is excellent.
View full review »it_user547797
System Support Engineer at TMN
I would rate technical support 5/10.
View full review »it_user335907
Principal Architect at Rackspace
At Rackspace, we get mission critical support from VMware. If we have any issues, we call directly into VMware, and we usually get a response within four hours. Any major technical issues that we come across, they are very responsive; they work with us to help figure out what the problem is, and a lot of times we've found bugs in their software and helped them release patches to fix them.
View full review »it_user321291
Senior Systems Administrator at a energy/utilities company with 1,001-5,000 employees
Used tech support on couple of occasions, but no system-down type issues, just minor bugs.
View full review »it_user300507
Systems Engineering Associate Manager with 1,001-5,000 employees
Technical support was difficult to obtain at time because of the limited number of resources allocated to our program.
View full review »it_user284382
Analista de Suporte Sênior Especializado at TIVIT
BB
SrEngineer672
Consultant at a tech services company with 51-200 employees
Customer Service:
Excellent, we have a good relationship and they are happy to demo other products with us.
Technical Support:Excellent
View full review »it_user77823
Consultant at a tech services company with 501-1,000 employees
Customer Service: When I first used VMware, I had to use customer service often. They were very quick to resolve the issues. They have a team that knew the "Ins and Outs" of the product. I would give them 4 out of 5 stars. I didn't give 5 due to the fact that VMware grew faster than they were able to keep the support engineers trained to handle the large growth over the years. So the times for resolution went down just a little. But still very good compared to other customer support.Technical Support: I would give them a 4 out of 5 here as well. They have teams for each operational architect and at times a problem may need to have the collaboration of multiple teams to resolve an issue.
View full review »
Tomas Sajauka
Systems Engineer-Consultant at Blue Bridge Bond, UAB
The support for VMware vSphere can be fast or it can be slow. Recently it has been slow, they need to decrease the wait time and quality of their support.
View full review »EC
reviewer1478514
Database Administrator at a government with 1-10 employees
We have not contacted the technical support of VMware, because whenever we found difficulties, we either Google or check forums for solutions.
View full review »FD
FelixDiaz
Freelance, Automation Project Administration, DCS, I&E at Centennial Cayman Corp Chile S.A
I'm usually able to find solutions for my issues by logging into the blogs and searching for answers.
View full review »LH
Huy Le Quang
Cloud Professional Architect at FPT Software
We don't contact VMware support often, but I sometimes have trouble understanding their manuals, so I ask them for help.
View full review »JM
reviewer1126809
Founder at a comms service provider with 11-50 employees
The technical support is always there. They're always available. When you have an issue, you just log a call with them and set up a service request. They assist you directly. An engineer will be assigned to assist.
SP
reviewer1515015
General manager at a comms service provider with 501-1,000 employees
As I am not directly involved with the product, I've never had to reach out to technical support to troubleshoot any issues. Therefore, I cannot speak to how helpful or responsive they are.
View full review »SK
SathishKumar
Project Specialist at integra software
We have not contacted technical support. We have not faced any challenges.
View full review »ST
Sergei Terekhin
Head of System Architecture Department at a tech services company with 1,001-5,000 employees
The solution offers a very good level of technical support. We've always been able to get help when we've had issues. We're satisfied with the level of service they provide.
View full review »KS
Kshitij Singhai
Owner at Computech Associates
They should be more customer-friendly.
View full review »JL
reviewer1362096
Pré-vendas at a tech vendor with 201-500 employees
I don't remember engaging technical support for vSphere. I have not required support thus far for the product. The documentation is very good.
View full review »it_user802905
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 »it_user373449
Solutions Architect at a tech services company with 10,001+ employees
Customer Service:
It's very good.
Technical Support:
Very good once you’re passed the initial “script-reading-far-far-away” operators.
View full review »it_user231912
Senior System Administrator at a financial services firm with 501-1,000 employees
The level of technical support depends on who you're talking to. Some people are more experienced than others. Overall, though, I'd rate them well, but they don't respond very quickly during the weekends.
View full review »it_user297714
Server Virtualization Engineer at a financial services firm with 501-1,000 employees
I've had some issues with support recently. I was lucky enough to get accepted into the vSphere Beta program so I got more direct contact about my issues, but their tech support has not been as good as it used to be.
View full review »it_user11286
IT - Server Administration with 501-1,000 employees
Customer Service:
We periodically have regional reps reach out but they don’t seem to know much about our environment. When we call in, for whatever reason, the folks answering phones are very polite, respectful and efficient at directing our calls.
Technical Support:Periodically we have an issue where we have to call in to tech support, but many times are able to Google the issue and find an answer on VMware’s site. When we do have to call though, tech support has been great to us. They definitely stick with an issue until we say it’s resolved.
View full review »it_user320115
Senior Systems Engineer at a retailer with 1,001-5,000 employees
It’s decent. Fairly responsive, not super great but adequate.
View full review »FG
reviewer1672974
Systems analyst at a energy/utilities company with 1,001-5,000 employees
Technical support is good.
View full review »MO
reviewer1522935
Operation Engineer at a healthcare company with 1,001-5,000 employees
We've been in touch with technical support in the past. They've always been responsive. They are helpful and effective at solving issues. We're quite satisfied with the level of support our organization receives.
View full review »TS
Themba Sibiya
Senior Distributed Platform Administrator at a financial services firm with 201-500 employees
Tech support is very knowledgeable.
View full review »SW
reviewer1016370
System Administrator at a computer software company with 11-50 employees
I really haven't had much need for technical support.
View full review »it_user834129
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 »it_user265812
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 »it_user367830
Deputy Director at a government with 501-1,000 employees
Customer Service:
The level of customer service is high.
Technical Support:We haven't had any requests for technical support. I think it's a good indicator of the quality of vSphere.
View full review »it_user350622
System Administrator - Backup & Storage Specialist at METRO SYSTEMS Romania
Personally, I haven't had the chance to work with the VMware customer service since most of the issues encountered were usually fixed by applying the solutions presented in official KBs.
View full review »it_user85836
Engineer with 51-200 employees
Customer Service:
We use VM and also a 3rd party for support – no problems have been encountered which were not resolvable.
Technical Support:1st class – no complaints at all.
View full review »it_user320970
VP, Infrastructure Management and Security Services at a energy/utilities company with 5,001-10,000 employees
We include a mission-critical support model, which gives us a very rapid response. So the response time is very good.
View full review »it_user320238
Manager of Technical Support at a retailer with 501-1,000 employees
I would’ve said it was excellent until the last case. vSphere was running a bit slow, and the last case it took the guys weeks to get back to me. It was a minor issue. and perhaps that was why. The diagnostic logs were sent, and it took weeks before they got back to me.
View full review »it_user292629
Systems Support Analyst at a tech services company with 10,001+ employees
Customer Service:
It is great. They really have a good service.
Technical Support:The support service is very efficient. They are fast and usually they have a great technical knowledge beyond an effort to solve your problem.
View full review »SK
Shams K
Vmware Administrator at Intertech
VMWare's support is great - they respond immediately to requests for help.
View full review »HI
Hani Ismail
Scrum Master - Digital Marketing at Vodafone
I don't have experience with VMware support.
View full review »AS
Amgad Soliman
Senior System & Security Administrator at a legal firm with 51-200 employees
VMware support is very helpful. Their team is very knowledgeable and useful.
View full review »MA
Maan Othman
Senior System Engineer at a comms service provider with 201-500 employees
Technical support is fine.
View full review »DV
reviewer1407546
Senior IT Engineer at a tech services company with 51-200 employees
While I've never had to reach out to technical support while at this company, I have had to use technical support in the past when I was at a different organization. It was no a very good experience. I wasn't satisfied with the level of support provided at all. They were pretty bad.
View full review »FT
Fernando Tamariz
Information Technology Specialist at a university with 1,001-5,000 employees
Support for the product is not good enough. It should be faster and more efficient.
View full review »JA
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 »TM
ITInfras287c
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 »it_user694665
IT Infrastructure Team Lead / Project Lead IT at a mining and metals company with 1,001-5,000 employees
Technical support has been excellent.
View full review »it_user419235
Infrastructure Senior Specialist at a financial services firm with 51-200 employees
I am satisfied with the technical support. Some support cases needed to be escalated, but overall it is good.
View full review »it_user366684
Solution lifecycle manager at a pharma/biotech company with 10,001+ employees
Customer Service:
We haven’t have many interactions with customer support. For the ones we had, it was satisfactory.
Technical Support:We haven’t have many interactions with technical support. For the ones we had, it was satisfactory.
View full review »it_user332808
IS Director at a financial services firm with 501-1,000 employees
Customer Service:
All aspects of being a VMware customer have been excellent. We have a very engaged sales team who will bring the correct resources to the table when we need to discuss solutions.
The technical support is excellent. The few times we have engaged technical support have resulted in the appropriate engineer being assigned quickly and the person has followed through to resolution of the issue.
View full review »it_user313893
Operations Director at a tech services company with 51-200 employees
Technical support with VMware is very good. Once they have the logs from your system they will come back with a solution fast.
View full review »it_user321141
Systems Services Representative at a financial services firm with 10,001+ employees
They're knowledgable, and willing to help, but it's not as instantaneous as I’d like, but they do eventally answer.
View full review »it_user313830
Principal Systems Engineer at a individual & family service with 10,001+ employees
Our technical support is through HP, but we've had very few issues, and it's been great for us.
View full review »it_user298443
Network/Systems Administrator at a insurance company with 501-1,000 employees
VMware has a great customer service department. If you use a trusted partner hardware (ie, HP in my experience) for your servers, they will also assist in diving into the hardware aspect of the issues you are faced with to hopefully resolve the problem. I’ve always found the VMware support has been there when I needed them. Their response times are very good and the knowledge each support engineer I’ve worked with has been more than satisfactory. I haven’t run into a “blame game” with support while using VMware.
View full review »MP
Michael Perry
Vice President at a aerospace/defense firm with 51-200 employees
it_user71133
Senior Manager of Network at a tech company with 51-200 employees
Customer Service: Good to excellent.Technical Support: Good to Excellent depending on what engineer is assigned to you.
View full review »
FP
reviewer1752153
Solutions Architect at a comms service provider with 501-1,000 employees
I haven't had a chance yet to use technical support, but from past experience I would say that it's very good. For this project we have not had a chance to use direct technical support, but for previous projects it has been good. So hopefully it stays like that.
View full review »MC
reviewer968889
Administrator at a construction company with 1,001-5,000 employees
The technology has been fine.
View full review »DB
reviewer1596237
IT & Security Team Leader at a tech services company with 51-200 employees
Based on my experience, they are very good. Their support used to be best, but it also depends on the number of subscriptions for each contract. Generally, their process is very good.
View full review »SM
reviewer1553184
Cyber Security Technical Engineer at a tech services company with 1-10 employees
The technical support is fast and the feedback is good. They are knowledgeable and responsive. We are satisfied with their level of service.
View full review »MC
C7843E
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 »it_user938985
Customer Engineer at a tech vendor with 51-200 employees
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 »JL
SystemsAe086
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 »it_user383880
Solutions Consultant at a tech services company with 501-1,000 employees
I used to say that Cisco has the best technical support until I started working with VMware. I'd say now that there's no better technical support than VMware. Sometime it may take them a little bit of time to find the answer because they consult their team members, but that doesn't bother me. During that time I will have done my own due diligence and researching, but it makes me feel a little better that the answer wasn't obvious. A lot of times, though, they come right back with an answer right away. That says a lot.
View full review »it_user312804
Senior System Analyst at a hospitality company with 1,001-5,000 employees
I would rate it fairly high, as much as I complain about the changes their back end team make, their front end support, and sales guys are very communicative.
View full review »it_user315288
Senior Consultant at a tech services company with 51-200 employees
Customer Service:
I have not needed to contact them yet.
Technical Support:I have not needed to contact them yet.
View full review »it_user321018
Manager of Corporate Systems at a retailer with 1,001-5,000 employees
It depends on the issue, sometimes we call the support and talk to them but many times it's just an issue of going on to forums and see how other people are dealing with the issue.
View full review »it_user321129
Sr. IT System Engineer at a tech services company with 501-1,000 employees
We contact them once in a while, and have always had a good impression. Some colleagues though, have had issues however.
View full review »it_user237264
IT Administrator and Sr. VMware Engineer at a retailer with 501-1,000 employees
Customer Service:
Customer service from VMware was always excellent. Being a client of VMware, our company have the best response, even from our partners.
Technical Support:Never required technical support from VMware. As a VCP, I always solve the issues myself, but I know some examples from other companies and they are very happy about this.
View full review »it_user293886
VMware Consultant at a media company with 1,001-5,000 employees
it_user281973
Storage and VMware Expert at a comms service provider with 1,001-5,000 employees
Customer Service:
I haven't had any issues with customer service and most problems can be solved through their website.
Technical Support:I have not had any issues with technical support as they have solved any issues that I have had to contact them about.
View full review »
Fredrik Hallgarde
Consulting Manager at Real Time Services AB
I am not satisfied with their performance or speed for anything below P1 or production-down status. Anything below that is worse than we could expect.
View full review »UB
reviewer1702059
self-employed
I have not contacted the technical support personally but my colleagues have and it has been satisfactory.
View full review »BY
reviewer1437084
Manager at a energy/utilities company with 1,001-5,000 employees
They were very helpful in resolving the issue that we had.
View full review »FW
reviewer1611207
Information Technology Manager & Chief Information Officer at a financial services firm with 1-10 employees
Their technical support is great.
View full review »FK
reviewer1390431
Head Of Network & Technical Support at a financial services firm with 501-1,000 employees
We have been satisfied with the technical support.
View full review »DA
Daniel Aramayo
Implementation and Support Engineer at PRACSO S.R.L.
Technical support is not that great, and it's not that accessible.
View full review »MC
reviewer1377360
Line Technical Agent at a comms service provider with 1,001-5,000 employees
I have not needed to contact technical support.
View full review »PE
ReviewerP859
Head of Technological Architecture at a energy/utilities company with 10,001+ employees
The tech support is very good.
View full review »it_user389040
Senior Network Engineer at a tech services company with 201-500 employees
Customer Service:
Not really applicable to my situation. I've always had a good relationship with the regional sales rep but I don't need to contact him very often.
Technical Support:
It's been a little bit hit-or-miss at times. I think that's related to who picks up the phone first. They always get my problems resolved, but sometimes it ends up being quicker for me to figure out on my own than it is for them to get back to me. I've probably rate technical support a 6 out of 10.
View full review »it_user365892
Project Leader at a tech services company with 501-1,000 employees
Customer Service:
I've not got enough experience to comment on the level of customer service.
Technical Support:I’ve always received good service form technical support.
View full review »it_user320934
Principal Analyst at a pharma/biotech company with 1,001-5,000 employees
Technical support, when I’ve used them, have been very good. Typically, the first person who answers the phone is not very knowledgeable, but afterwards, and once they escalate the case, they are very helpful.
View full review »it_user271026
System Administrator at a university with 1,001-5,000 employees
SB
reviewer1347297
Engineering Manager, R&D at a healthcare company with 10,001+ employees
We have an internal team that is providing us with technical support.
View full review »VH
reviewer1363245
CIO at a healthcare company with 1,001-5,000 employees
We haven't raised any case with VMware so far. We didn't require any support from vSphere tech support.
View full review »JS
NetworkA3fbb
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 »it_user683454
DPSA III at a government with 5,001-10,000 employees
Technical support for the product is top notch because the solution has been around for many years and most of the issues/bugs have been experienced by others and we have the benefit of those prior solutions.
Contacting support is relatively painless and there is a deep bench of experts.
View full review »FB
Firoze Bhorat
Senior Environments Engineer - Virtualised Environments at Derivco with 501-1,000 employees
Customer Service:
In my experience, I give VMware customer service a 7/10.
Technical Support:In my experience with technical support, I give them a 7/10.
View full review »it_user385854
Principal System Engineer at a financial services firm with 1,001-5,000 employees
Technical support can be eventful. I can't depend entirely on the staff. I would say, for the most part, on the vast majority of issues, if it's a high-severity incident, you're able to get very good support. To the lowest severity incident, it's a little bit more scattershot.
View full review »it_user321036
Network/Systems Administrator at Tidewell Hospice
I love it. I’ve had great experience with VMware support – they have never failed to resolve an issue or understand how we got there so I don’t get to that issue again.
View full review »it_user321525
Senior Systems Administrator at a university with 1,001-5,000 employees
It's responsive, but a few times we had issues with their tech knowledge and troubleshooting steps. We had to escalate the issue and then it was resolved.
View full review »it_user297123
Operations Support Analyst at a tech services company with 1,001-5,000 employees
Customer Service:
Very good and the communities help a lot too.
Technical Support:Very good and the communities help a lot too.
View full review »it_user280956
Virtualization and Cloud Consultant at a tech services company with 10,001+ employees
it_user209226
System Administrator at a cloud provider with 51-200 employees
Customer Service:
I've only used them a few times, but they've always answered my queries very well.
Technical Support:It's very high.
View full review »it_user183474
Senior System Engineer with 1,001-5,000 employees
PM
reviewer1739175
VMware PSO Consultant at a tech services company with 501-1,000 employees
Usually when I had to utilize customer support for the solution, it was satisfying based on the priority of raising the ticket.
View full review »LO
Luca Olivotto
Senior System Engineer at a computer software company with 11-50 employees
We have not used technical support.
View full review »it_user420003
CEO at a tech services company with 51-200 employees
I have never used support until this point. We have good enough skills to fix problems without support for now.
View full review »it_user321048
Sr. IT Technical Engineer & Solutions Architect at a hospitality company with 1,001-5,000 employees
I love them, they are the best in the world. We only call in emergencies, and they are the best in the world. We are changing to v6 and the support model is changing so we to procure the enterprise support even for the basic offices. In the earlier versions, I had it but now we're trying to persuade VMware for that additional 24/7 service.
View full review »it_user320124
System Engineer at a transportation company with 1,001-5,000 employees
Excellent, it’s very smooth. You call with your problem, you get to the right person quickly, and they dive in and resolve the issue quickly. If it’s not a VMware issue, they’re very good at letting you know where the issue resides at.
View full review »it_user321261
Sr. Server Engineer at a financial services firm with 1,001-5,000 employees
The quality is not quite what it used to be since it was outsourced.
View full review »it_user280818
Systems Engineer at a engineering company with 501-1,000 employees
I have not made any calls during the time we have been running vSphere.
View full review »
OscarMunoz
Jefatura del Departamento de Tecnologías de la Información at SERGEAR SAC
The technical support is good and they are available over the internet.
View full review »MS
Mohab Samy
VMware Technician Manager at VAS
Technical support is moderate.
View full review »TC
reviewer1109874
Solutions Specialist at a computer software company with 10,001+ employees
The technical support is good. However, it could be more seamless when it comes to chat support and lower response times.
View full review »VC
reviewer1381863
CEO at a tech services company with 201-500 employees
Their support could definitely be better. They can put more experienced and more intelligent people on support. I would rate them a seven out of ten.
View full review »it_user383799
VI Specialist at a comms service provider with 1,001-5,000 employees
Technical support was at a high level.
View full review »it_user321669
Sr. Systems Engineer at a real estate/law firm with 1,001-5,000 employees
It's got pretty good tech support, quick answers, and they integrate well with certain key partners (Cisco, NetApp, etc.).
View full review »it_user331992
Senior System Engineer at a retailer with 1,001-5,000 employees
We've not had to engage them in some time. In the past, we never had a bad experience. We had complex tech issues which we worked through the night and they stayed with me on the phone.
View full review »it_user333873
Director of IT at a engineering company with 501-1,000 employees
it_user320466
Network/Systems Administrator at South Plains Electric Co-Op
I’d say they were very good, they’re very quick and responsive, I can’t think of them ever not being able to an issue.
View full review »it_user320667
Senior Infrastructure Engineer at a insurance company with 501-1,000 employees
I haven’t used it that often – they are responsive. It's pretty standard, not above average.
View full review »it_user321078
IT Manager at a retailer with 501-1,000 employees
Luckily we have never had to use them – that says a lot.
View full review »it_user320298
Technology Services Manager at Oden
I've used them just once. They were responsive, quick, somebody got on the phone and it worked to a resolution quickly.
View full review »it_user275226
IT Director with 501-1,000 employees
Customer Service:
We work with a company that provides this service.
Technical Support:We work with a company that provides this service.
View full review »PatrickCiPaaS
Senior Technical Product Marketing Manager at SnapLogic
Customer Service: I did not have to contact them.Technical Support: n/a
View full review »
it_user88791
Consultant at a tech services company with 51-200 employees
Customer Service: Great.Technical Support: Excellent.
View full review »
MU
reviewer2263155
Lead Security Engineer at a tech services company with 201-500 employees
Technical support is not available in the free version. However, you can get support from the community.
View full review »YB
Yan BENOIST
Entrepreneur at WindiS
I've never had to call VMware. You basically can find everything on the web. VMware's website is very good and there is a lot of information everywhere about vSphere on the web with real experts of the product.
View full review »SM
Stephen Murcott
System Administrator at j5 Software South Africa
Good
View full review »it_user321198
Cloud Automation and Integration Focal at a tech consulting company with 1,001-5,000 employees
VMware have one of the most consistent tech supports out there.
View full review »it_user685386
Technical Education Manager at a tech services company with 11-50 employees
I would rate the technical support as 8/10 mainly due to the speed in delivering resolutions to concerns encountered.
View full review »RR
Engineer353
VMware Engineer at a tech company with 501-1,000 employees
I would give the technical support 7-8/10.
View full review »it_user418209
Senior Oracle Database Administrator at a tech services company with 1,001-5,000 employees
We previously used OVM but chose VMware to consolidate our architecture.
View full review »it_user334191
System Administrator at a tech services company with 51-200 employees
it_user321009
Network Analyst at a construction company with 1,001-5,000 employees
Technical support has been fine when they figure out if its hardware or software – we have HP hardware, and so the challenge is dealing with whose job it is, HP or VMWare. Once we understand what the problem is, the support is very good.
View full review »it_user321261
Sr. Server Engineer at a financial services firm with 1,001-5,000 employees
Since they outsourced it, response times are not what they used to be.
View full review »it_user167028
System Administartor at a tech services company with 51-200 employees
Customer Service:
We have never asked for any kind of customer service.
Technical Support:We have never needed any kind of technical support from the vendor.
View full review »BK
Barna Kosa
IT Services Manager at a tech services company with 51-200 employees
Customer support is one of the best in the market.
View full review »CT
Costinel Tunsoiu
Database Administrator at a tech services company with 51-200 employees
We did not contact technical support. It wasn't necessary.
View full review »it_user284274
Technical Director - IT Consultant at a tech services company with 501-1,000 employees
Customer Service:
Customer service is insufficient.
Technical Support:Technical support is outstanding.
View full review »it_user321375
Director, Information Technology at Mountville Mills
They're good, friendly, and professional.
View full review »it_user250251
Senior Systems Engineer with 51-200 employees
I rarely contast them as I had a terrible experience. The made me take down all the linked nodes, and I need to escalate if I want resolutions.
View full review »it_user274569
CEO with 51-200 employees
NW
reviewer1487706
Head of Technical at a tech services company with 51-200 employees
Technical support is very good.
View full review »it_user367836
IT Architect at a tech services company with 51-200 employees
Customer Service:
We've found customer service to be average.
Technical Support:Technical support used to be better. The response times are OK, but the solution has too many needs too often.
View full review »it_user326694
IT Technician at a tech services company with 51-200 employees
Very good, I have opened a few calls with VMware already and I am very satisfied. I like the flexibility to open calls from the portal.
View full review »it_user320919
Group Leader - Server Technologies & Storage at a government with 501-1,000 employees
Support is not perfect – it’s a long process to get to the experts when you reach out to support.
View full review »it_user320928
CIO at a insurance company with 51-200 employees
Depending on what technical level you are on, they are responsive and very knowledgeable. Any time I have to use them a solution is forthcoming within 24 hours.
View full review »it_user320598
vSphere Consultant at a tech services company with 501-1,000 employees
Good technical support – response time was good/ average.
View full review »it_user316464
Technology Architect at a tech company with 10,001+ employees
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.
View full review »it_user300504
Executive Vice President at a construction company with 501-1,000 employees
Customer Service:
The one customer service issue I have had is almost three months old and still unresolved (that sucks).
Technical Support:I've never used tech support.
View full review »it_user279879
Programmer at a tech company with 1,001-5,000 employees
Customer Service:
Haven't needed customer service.
Technical Support:Haven't needed technical support.
View full review »it_user132501
Manager of Infrastructure at a tech services company with 501-1,000 employees
ZB
reviewer1468668
Executive Director at a tech services company with 51-200 employees
We have been in contact with technical support and had a good experience. We are satisfied with them.
View full review »RT
reviewer1351206
Directeur Production, Infrastructure et Architecture IT at a comms service provider with 1,001-5,000 employees
The price is very high for professional services. I don't know why.
View full review »SJ
reviewer887736
Professional ICT at a non-tech company with 11-50 employees
It's easy to get support.
View full review »it_user499017
Lead System Architect at a tech company with 1,001-5,000 employees
I would rate the technical support at a seven out of 10. In practice, the IT has faced vCenter related problems very rarely.
View full review »it_user332244
System Engineer at a legal firm with 501-1,000 employees
It's pretty good, and because we don’t use them much, this reflects on how well the product works.
View full review »it_user331854
Senior Systems Administor at a tech vendor with 501-1,000 employees
It's great, except for AirWatch.
View full review »it_user321165
Network Engineer 4 at a healthcare company with 501-1,000 employees
Used tech support for upgrades over the years, and they were good. They were better before partnering with EMC, and not a little more drawn out (ticket, open case, priorities, etc.). Don’t work with TAM.
View full review »it_user320640
Infrastructure Engineer at a tech services company with 501-1,000 employees
It's readily available as needed.
View full review »OscarMunoz
Jefatura del Departamento de Tecnologías de la Información at SERGEAR SAC
Our experience with technical support has been very good.
View full review »NB
reviewer1445340
Director Global Security at a outsourcing company with 10,001+ employees
The support is very good and we have had no issues with them.
View full review »CR
Carlos Rodriguez
Pre-sales engineer
The tech support is good.
View full review »PC
WindowsSbd99
Windows Systems Administrator with 1,001-5,000 employees
Technical support is always helpful.
View full review »it_user282900
Infrastructure Engineer at a non-profit with 5,001-10,000 employees
The technical support is good. I had to use it for iSCSI related issues and was told to upgrade to latest build. However, it didn't fix the issue.
View full review »it_user363687
Senior Software QA Engineer at a tech company with 10,001+ employees
Customer Service:
Customer service needs a lot of improvement. They need to improve on keeping customers informed of their ongoing issues. They need more support for resolving issues rather than offering workaround and hitting the same issue again.
Technical Support:5/10 - I have opened tickets on a P1 support issue and it hasn't been resolved and I logged it over a month ago.
View full review »it_user333861
Sr. Architect - Enterprise Virtualization at a insurance company with 1,001-5,000 employees
it_user321645
Technical leader at a tech services company with 10,001+ employees
No direct experience.
View full review »it_user321366
Vice President, Systems Architect at a financial services firm with 1,001-5,000 employees
Some applications don’t perform well, so we engage our TAMs. The VMware engineering team works with TAMs.
View full review »it_user321339
Sr. Systems Engineer at a real estate/law firm with 1,001-5,000 employees
We’ve had no need for tech support yet; my team have so far been able to solve any issues.
View full review »it_user321339
Sr. Systems Engineer at a real estate/law firm with 1,001-5,000 employees
It's good, no issues with response time or knowledge.
View full review »it_user300498
Senior IT Engineer at a manufacturing company with 501-1,000 employees
Customer Service:
It has room for improvement, but the staff are usually very friendly and they know what they are doing.
Technical Support:It has room for improvement, but the staff are usually very friendly and they know what they are doing.
View full review »it_user215685
Regional IT at a maritime company with 501-1,000 employees
Excellent.
View full review »JC
reviewer1738062
Technical manager at a tech services company with 11-50 employees
I have been satisfied with the support from VMware vSphere.
View full review »SY
reviewer1314750
Technical Manager at a manufacturing company with 11-50 employees
I have never contacted technical support.
View full review »it_user862539
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 »it_user375447
IT Infrastructure Engineer at a consumer goods company with 1,001-5,000 employees
Customer Service:
Customer service is very good.
Technical Support:Technical support is very good.
View full review »it_user335937
Technical Lead - IT at a tech vendor with 201-500 employees
We haven't had to use tech support yet because the solution just runs.
View full review »it_user334206
System Administrator at a tech services company with 501-1,000 employees
Customer Service:
VMware support escalation tickets are so slow to answer.
Technical Support:It's poor.
View full review »it_user334515
IT Infrastructure Engineer at a retailer with 501-1,000 employees
Great tech support. I love those guys. Every time I had a ticket, I could escalate, and they’d work in tandem with other vendors (i.e. NetApp) to find solution.
View full review »it_user321069
Systems Administrator at a healthcare company with 501-1,000 employees
I’d say 10/10 – we’ve never had a problem that wasn’t solved right away if we have to call.
View full review »it_user285072
Technical lead - Infrastructure Consulting / Transformation at a tech services company with 1,001-5,000 employees
Customer Service:
VMware has good customer service.
Technical Support:It's good.
View full review »it_user131937
Works at a non-tech company with 501-1,000 employees
Customer Service: Have not experienced yet.Technical Support: Not much support for vBenter SDK.
View full review »
it_user128259
Engineer at a financial services firm with 501-1,000 employees
Customer Service: We did it ourselves and did not include VMware.Technical Support: No support from VMware.
View full review »
it_user365877
System Engineer with 501-1,000 employees
Customer Service:
Customer service is not so bad.
Technical Support:Technical support is also not so bad, but it could be better if it could be localized with non-English languages. Both I and my customers sometimes have difficulty understanding them.
View full review »DL
virtuali332868
Virtualization Architect at a tech services company with 51-200 employees
Customer Service:
They respond to emails quickly and resolve my problems (most licensing issues in the past).
Technical Support:As well as the network issue, when we had to restore a SQL database with the wrong parameters they sorted it out.
View full review »it_user280935
IT Systems Administrator at a tech company with 10,001+ employees
Customer Service:
So far, good service, but it's managed by our corporate office.
Technical Support:It's good, but it is relative. I have been able to resolve many of our issues using the web.
View full review »IC
reviewer1379943
Product Management & Business Development Manager at a tech services company with 201-500 employees
The technical support is good. They are a trustful company.
View full review »DN
reviewer935562
Senior Buyer at a tech services company with 1-10 employees
I have not had occasion to contact technical support.
it_user313041
IT Systems Administrator II at a manufacturing company with 1,001-5,000 employees
Customer Service:
I would rate customer service 5/10.
Technical Support:I would rate technical support 9/10.
View full review »it_user339246
VMware Architect at a tech company with 10,001+ employees
it_user320268
Network Engineer at a legal firm with 1,001-5,000 employees
They’ve been extremely helpful. Basically, we create a ticket and they assign a technician that usually calls us back within an hour. They usually do a great job of diagnosing and fixing the problem.
View full review »it_user321027
Systems Analyst at a university with 1,001-5,000 employees
Fortunately, I haven’t had to use it much, but I’ve gotten good response, usually we get someone on the phone and they are able to help us with our issues.
View full review »RR
Engineer353
VMware Engineer at a tech company with 501-1,000 employees
Customer Service:
Good, but could be better. Lately I have seen VMware dropping the ball on customer service.
Technical Support:3 out of 5
View full review »DL
virtuali332868
Virtualization Architect at a tech services company with 51-200 employees
The customer service that VMware provides is good quality.
View full review »it_user320502
Asst. manager System Operations with 1,001-5,000 employees
RT
Ruddy TSHILUMBA
Network and Systems Administrator at Ishango-it
Up to now, I haven't had a problem that caused me to contact the technical support team.
View full review »it_user320607
System Engineer at a tech vendor with 1,001-5,000 employees
I haven’t had a lot of interaction because I haven’t really needed to, but when I have they’ve been responsive and support has been good.
View full review »it_user367833
ITC Systems Administrator at a tech services company with 11-50 employees
it_user357519
Consultant at a tech company with 51-200 employees
ES
reviewer1333554
Senior Presales Engineer at a tech services company with 51-200 employees
Their technical support is great. I would rate them a ten out of ten.
View full review »Buyer's Guide
VMware vSphere
March 2024
Learn what your peers think about VMware vSphere. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
767,847 professionals have used our research since 2012.
Buyer's Guide
Download our free VMware vSphere Report and get advice and tips from experienced pros
sharing their opinions.
Updated: March 2024
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