VxFlex (VxRack FLEX) Customer Service and Technical Support

VPtech67
Vice President - Head of Technology at a financial services firm with 51-200 employees
We have an agreement. It's a critical mission service where the SLA says they have to recover the service within four hours. So far, all the incidents that were opened with Dell directly were from a year and a half ago after the implementation itself. There have only been three tickets. In terms of our experience on those three tickets, they were not a major or critical event. They were all medium. They call it flexibility three. It's not even one or two. As per the SLA, within 24 hours they had to fix the problem. They ended up fixing the issue within the first three hours. Although it was not a critical ticket, the response was great. View full review »
Ahmed Alaiady
CTO at Cloud Technology
Technical support is good. When you purchase it, there is one-year technical support from Dell. You can renew it every year. Dell support is very good. They answer you 24/7. When you purchase good support for the first year, you may not need to renew it if you have good staff, because it's very easy to learn how to maintain if you need anything. It's very easy. So the staff can learn this very easily, in only two months. View full review »
KobusRas
Project Management Consultant at a software R&D company with 5,001-10,000 employees
I have not interacted with support myself, but our technical engineers have. I have heard from them that the technical support team is good and always helpful. View full review »
Find out what your peers are saying about Dell EMC, Nutanix, VMware and others in Hyper-Converged (HCI). Updated: January 2020.
398,050 professionals have used our research since 2012.
Ademola Adedoyin
Principal Data Centre Specialist at a financial services firm with 1,001-5,000 employees
We've not reached any technical support since we started using it. Since we deployed this we have no cause to reach certain support. View full review »
MoamenMorad
Hardware Team Leader at Giza Systems
The technical support is great. We haven't had any issues. The only problem, sometimes, is that you deal with vendors and not specialists. If you don't go with the highest level of support, if it's mission-critical, sometimes you can't get the spare part by the next business day because it's not in stock. It could take around one to two weeks to get the spare part. This has happened with Oracle and Cisco as well. I'm not sure if it would happen with HP, our main competitor. View full review »
reviewer1141533
IT Analyst at a health, wellness and fitness company with 10,001+ employees
The technical support for this solution is pretty good. They have provided us support when needed. View full review »
Mohamed Youssef
Sr. Pre-Sales Engineer at Advanced Technology Company
I am not really impressed by the technical support of this solution. The product really needs better and more support. View full review »
SitaramPatro
Enterprise Service Manager at Technology Associates Limited
The Dell EMC technical support is excellent. View full review »
Find out what your peers are saying about Dell EMC, Nutanix, VMware and others in Hyper-Converged (HCI). Updated: January 2020.
398,050 professionals have used our research since 2012.