We changed our name from IT Central Station: Here's why

All-Flash Storage Arrays Support Reviews

Showing reviews of the top ranking products in All-Flash Storage Arrays, containing the term Support
NetApp AFF (All Flash FAS): Support
Systems Management Engineer at Linklaters

The technical support has always been really helpful. 

In recent times, the first line of support has moved and is now concentrated in Bulgaria. If they are new to working with your customers, we have seen some slight challenges in terms of speed when transferring higher priority cases to higher levels of NetApp's support structure. Hopefully, this will be resolved soon.

Once I reach the second or third line of support engineering, the support has always been good.

View full review »
MO
Consulting Manager at a tech services company with 1,001-5,000 employees

They provide different types of support. When an accident happens that impacts your business, they respond very fast and give very good help. Sometimes, when you have problems with their software, it can take a long time — that should be improved. Overall, their top functions, operating systems, the storage controller, they are very strongly enforced.

View full review »
Consultor and Co-founder at OS4IT

Their technical support is very good, and the documentation is also complete and useful for us.

View full review »
Head of Infrastructure, Network & Security Management at Vos Logistics N.V.

Technical support is good. 

We have an external company to maintain our NetApp.

View full review »
System Administrator at a government with 201-500 employees

I am satisfied with their technical support.

View full review »
JG
Vice President Data Protection Strategy at a computer software company with 1,001-5,000 employees

To a certain extent, we offer the client basic tech support, meaning if a disc drive has failed we can send someone to replace it. NetApp has a very large tech support organization for their premium customers, where they will support third-party products like Rubrik, like VMware, like Combo - all kinds of third-party products that touch NetApp. 

Not every storage or NetApp deployment is open the box, put the NetApp in the rack, turn the on/off switch on, and click the wizard. It's got to interface in a hospital environment, has to interface with the medical imaging department, so in that regard, no product is easier or more difficult than NetApp other than how the storage device interfaces with what it's storing.

All tech support isn't great if they didn't do a good job setting up and all tech support is great if they did a great job for you, and I've had positive and negative experiences with every manufacturer's tech support. I would rate NetApp as one of the best. It's usually in-country. I have customers that are in South America, that are in the United States, that are in the UK, that are in Asia. I don't stay up nights worrying about their tech support.

The partner community, such as myself and my engineering team, usually get involved if there is a tech support issue that is not a manufacturing defect or a bug as we can't control that. We can only control the environment that we helped architect.

View full review »
BS
IT Manager at a wholesaler/distributor with 201-500 employees

The product suffices and works.

The product is scalable.

The stability has been very good over the years. 

Technical support has been okay.

View full review »
LN
Solutions Consultant at a financial services firm with 5,001-10,000 employees

NetApp technical support is very professional and good.

View full review »
Storage Administrator at Sensa ehf.

When it comes to backups, it has given us quick options when restoring things for customers, using the ability to mirror Snapshots onto another cluster, having managed status, and using previous versions in Microsoft. It gives the customer the possibility to restore their items too. Backup size, in general, gets much smaller since it is based on mirroring a Snapshot rather than being repetitive.

It impacts customer retention because of its overall ease. When you are running a business, where time is a factor, that is the biggest selling point. Things happen really rapidly, when they happen, and being able to say, "Yeah, we can get this up and running in a day, if you want," or even less time in some cases. Sometimes, that can be what makes or breaks our case.

AFF has helped to simplify our infrastructure, while still getting very high performance for our business-critical applications. Having all these things working well on one solution is really good. We run this as the backbone for both Hyper-V and VMware as well as an archive location for Rubrik. So, it is great having one solution that can do it all.

It does what it is supposed to do for SAP and Oracle. Because of the ease of it all, you have a highly tunable, high performance storage system that alleviates a lot of problems. With its ease of management, you can quickly get your work done and go onto the next thing on your list.

We mostly use AFF to support when we mirror data onto a FAS solution to immediately spin-off a new environment, e.g., if something happened to the prior data.

View full review »
MD
AWS Solutions Architect at a pharma/biotech company with 10,001+ employees

We host NSS as a part of a cluster. We use AFF to support data analytics, machine learning, cloud integration, and SAP workloads as well.

View full review »
Sr. Technology Architect at a pharma/biotech company with 10,001+ employees

NetApp provides excellent support. We get valid and crucial advice from NetApp every time we interact with them weekly or monthly. I would rate their support nine out of 10 because I work with various products from multiple vendors. Compared to other vendors, I feel more comfortable reaching out to the NetApp team. 

For example, I tried to reach the NetApp support team for one of the issues over the weekend. My call got disconnected due to a network glitch, and immediately I got an email in my inbox as well as a call back from NetApp on my given number. That's how NetApp reaches its customers.

View full review »
HM
Senior Consultant at a tech services company with 10,001+ employees

We are not using the NetApp cloud backup services. Instead, we have a storage solution on the back end and AFF on the front end. In this setup, we have high I/O with a low storage expenditure.

Our company is mainly concerned with software development and we have VMs as part of our infrastructure. We have a large number of VMs and they require a large data capacity, although we don't know which ones require high-intensity input and output. The reason for this is that some scenarios demand a high level of I/O, whereas, with others, the demand is low. We have AFFs set up at the front end, and at the backend, we have ECD boxes, which are the storage grid.

We treat the system as a fabric pool setup. When a high level of I/O is required, the data will be stored on NetApp AFF at the front end. We created a policy so that pooled data will move automatically to the lower-end capacity units, which are configured from the storage unit.

NetApp helps to accelerate some of the demanding enterprise applications that we have, in particular, our database applications. 

NetApp AFF has helped to simplify our infrastructure while still getting a very high performance. Prior to setting up AFFs, we had latency issues. Now, things are more balanced, including the volumes that are on SAS or SATA.

Using NetApp AFF has helped to reduce support issues, including performance-tuning. About a year and a half ago, we were experiencing some performance issues. Lately, this has not been the case, although occasionally, we still have problems. We are exploring whether it is the server hardware or an issue with VMware and drivers.

The ONTAP operating system has made things somewhat simpler, although we don't use it very much. I normally work on the CLI so for me, it is not a big difference. That said, as features are released with the latest versions, I review them to stay updated.

We also use NetApp's StorageGRID and the combination of it with AFF has reduced our overall cost while increasing performance. We see benefits on both sides. 

View full review »
NK
Sr. System Engineer at a government with 10,001+ employees

The typical snapshots are one of the benefits. Also, in addition to the NetApp MetroCluster, we also have two eight-node HA clusters. And the solution makes our work easier.

NetApp AFF has also helped to reduce support issues such as performance tuning and troubleshooting, and that's true even though we are quite self-sufficient in our knowledge of our clusters and of NetApp in general.

View full review »
MB
Senior Storage Administrator at a manufacturing company with 10,001+ employees

There is room for improvement in terms of support. I have noticed that if I sometimes call their customer care for a particular issue, they will give me another number and ask me to call that other team. It would be better if they could do a warm transfer. That would save customers time from calling all the numbers again and speaking to another team. 

View full review »
Director of the Projects Department at ALPIX

For our customers, the main benefit is the performance they get with NetApp AFF. We have a lot of feedback from customers about how their applications work faster and that they are very happy with it.

We deploy it a lot for VMware environments and, with VMware, we have nearly all the client's applications. We can have 500 or 1,000 virtual machines on the AFF. Sometimes they tell us that a compute application that, with earlier generations of storage solutions, took hours or days, takes much less time with AFF. For some customers, it takes three or four or five times less, with the new AFF.

Using NetApp AFF has also helped to reduce support issues. It's very stable and we don't have a lot of issues with it. I can talk a lot about this aspect because sometimes we provide support for NetApp. We have certification for level-one and level-two NetApp support. We only escalate the L3 support to NetApp. It's a very good technology with very few bugs.

In addition, the ONTAP data management software has simplified our clients' operations. NetApp is simple to manage. You can grow and reduce the capacity, and you can create a backup copy through replication with SnapMirror and SnapVault. There are a lot of features in NetApp and they are simple to implement.

View full review »
Dell EMC XtremIO: Support
SP
G. Manager- Technical Services with 51-200 employees

I have been in contact with technical support and the experience was good.

View full review »
Technical Consultant at Fidelity International

We contact technical support whenever there's a hardware failure. If there is a software glitch, such as the one we had where the connectivity status used to flicker. It had to show eight parts, but it flickered and showed five, six, seven, and eight, all the parts. The flickering in the database, which resides within the XtremIO management server actively tweaked a bit and we had a support engineering case open for it with the Dell support. However, it didn't materialize, this is something that should be fixed in the next update.

Overall I would rate the support Dell EMC XtremIO a nine out of ten. We don't reach out to them. Nine only because the hardware could be more durable. All the SSD's could use a single-level cell rather than a multi-cell.

View full review »
AP
Professional 2: Application Developer at a tech services company with 10,001+ employees

If you are looking at flash storage solutions, XtremIO doesn't offer any unique features. Most of my customers are migrating their workload from XtremIO to other formats because of this. If you look at Hitachi or IBM, they have the VSP G series or FlashSystem, these products have many features available. We can scale up and scale out, add multiple nodes, use a global cache, and we don't have the same kinds of features in XtremIO. Because of the lack of unique and key features, most customers nowadays don't want XtremIO. 

XtremIO needs to have a global cache. Internal architecture should also be redefined and existing architecture sectioned off. Additional unique features should be added, rather than just common features like replication. Right now, XtremIO is an all-flash array, which is costly. I would like to see them come up with a hybrid model, one that is more cost-effective and may offer more benefits to customers. 

Since XtremIO is all-flash, it doesn't currently have NAND support. I would like to see interface support from XtremIO, and at least NAND or SD card support. If they supported a combination of SSDs and SDs, that could be beneficial to some small and medium businesses. 

Dell should also provide a data analysis tool, in the case of any issues with internal components like controls, cache, backup drive, etc. It would be helpful to have a tool to troubleshoot performance issues. 

A last feature is that XtremIO should have a cloud mobility option, in addition to flash. XtremIO has no data migration features, so these features should be implemented without needing to purchase an additional license or application. XtremIO needs some fine-tuning and these are where I would start. 

View full review »
DM
Infrastructure Systems Team Lead at a aerospace/defense firm with 10,001+ employees

Technical support can be quite problematic and difficult to resolve issues.

View full review »
SolidFire: Support
JR
CTO at a tech services company with 1-10 employees

The technical support is really bad and has to be improved.

View full review »
AS
Presales Engineer at Tech Data Corporation

The most valuable feature is the QoS and its ease of use. The dashboard is such that you don't need to be a storage expert to administer it.

The replication works well.

They now have a 100GB network interface, which is nice because I was disappointed with the original iSCSI protocol. That was all that it supported and I found it to be a limitation.

View full review »
CS
Founder, President and CEO with 201-500 employees

One of the most valuable thing aspect of the solution is the fact that it's all in one and all in a very small physical footprint. It has all of your major components, including your storage area network, servers, and networking footprint.

The delivery of the product is very fast and the solution itself deploys quickly, it is up and running within hours.

The product is competitively priced and technical support is good.

You can easily and effectively scale this solution. It's one of the main selling points and one of the features that makes it far superior to competitors.

View full review »
Manager IT at a tech services company with 201-500 employees

The product is really amazing, so I will not even think about the technical support because it's so easy to manage. There is no problem when you apply the solution according to the requirements and the documentation. You don't need support. In comparison other storage systems like Oracle, and others, have lots of problems and you need support. But with NetApp I only need the support to replace the component and that's easy to do. Also, the fault frequency of NetApp is really low compared to other storage systems.

I didn't experience any kind of problem which took a long time with NetApp support, but I did find a lot of problems which held me with support for other storage solutions like Oracle and EMC. This is very important because the backend engine is very strong. This is really a very smooth experience through the warranty period and of course after the warranty period. I got very good support from NetApp.

View full review »
Presales Engineer at a tech services company with 10,001+ employees

The only time I had an issue was with a motherboard. In fact, with the SolidFire technology, NetApp was able to acquire Active IQ. Active IQ is the software layer that is pushing all information on the health of the SolidFire platform. 

Therefore, the support is really quite proactive, in fact. Each time there was something to do, a component to change, or an upgrade to do on the platform, it was followed by emails from the NetApp support, who would remind me of necessary changes. Even with Active IQ, we've had advice on what we could do on the system to get better performance or better organization about the data that resides on the SolidFire platform. 

It's got really great proactive support, and we're quite satisfied with them.

View full review »
KS
Cloud Architect at a computer software company with 51-200 employees

Scalability may be a function of the distributed nature. When you do an upgrade on a 20 plus node cluster, it's going to go through and upgrade each node one at a time. As a result, for example, it can take sometimes upwards of 48 to 50 hours to complete as you're going through this one step at a time. It can be stretched out due to the fact that you can only do one node at a time and hold off during the day if needed. 

One thing that we run into during the upgrades is we have had cases where very large volumes become disconnected. Some of that might just be that we need to limit the size of the volumes that we support. However, for our customers, we have had issues with nodes rebooting and a volume might be disconnected from the ESXi for longer than the period that the ESXi can tolerate and then you get all paths down.

Right now, we have hundreds of end-users on this solution. We are a service provider and likely have thousands of users if you take into account our customer's user base.

We're not planning on expanding SolidFire. We're looking at different options just for our work for a private counter environment. We're going towards more of an HCI architecture. SolidFire may stick around as a dedicated platform or just an all-flash option, however, it's not going to be our primary shared storage.

View full review »
Pure Storage FlashArray: Support
MS
VMware and Windows Server Team Lead with 1,001-5,000 employees

The technical support is 100% and they respond really quickly. Their Evergreen support plan is astonishing. They are a leader in this regard.

View full review »
JV
Technology and Architecture Deputy Manager at a financial services firm with 1,001-5,000 employees

The problem is that we can only make a few groups, around five or six groups. I like groups and we need a lot of them. We had to put all the information in only a few groups and cannot make a more detailed separation of them.

This is the only problem that we have in the two years of working with Pure Storage and it is not an important problem. The interface that this solution has is really good. It senses all the errors. We get good support from the vendor. 

The price doesn't really matter. It's very expensive, it can be cheaper.

View full review »
FS
Datacenter & Cloud Architect - South America Zone at a manufacturing company with 10,001+ employees
PA
Owner at a tech services company with 11-50 employees
PW
IT Manager at a consultancy with 51-200 employees

We haven't needed to contact customer support

View full review »
TS
IT System Engineer at a tech services company with 501-1,000 employees

If I compare it to SAN Symphony, for instance, it's much faster, much reliable level. 

The maintenance is very good. The support is very, very good. If you do any maintenance on it you have the support, and it's nice to know they are there to assist.

It's a very good product. It's very easy to manage everything.

With a snapshot, you can schedule it and you can remove it afterward. You can do a kind of production cope. That's very, very good now, and it's performing very well. The storage is amazing. It's so fast.

The total reduction you can expect is excellent. You buy the bundle storage and they give you a ratio of what you can achieve within it.

The mobile app is very helpful. I have an application on my smartphone. I view the latency in real-time on my app. You can see everything on your smartphone. You can also set up alerts on it, and things like this. I don't think you can do this on Dell storage. 

View full review »
Systems Engineer at a tech services company with 1-10 employees

Technical support has been amazing. I have yet to meet or talk to anyone who is not super knowledgeable. The only time I entertained any doubts, whatsoever, is when V-Vaults first came out. Certain people were not very familiar with it, but this was short lived. As we were extremely early adopters of V-Vault, training was provided fairly quickly. While the general tech support was not up to snuff, within a month or two they were all trained. Since then, there have been no issues to report. 

View full review »
Implementation and Support Engineer at PRACSO S.R.L.

The solution itself is pretty solid. Perhaps the time available for selecting upgrades or for scheduling things could be improved. On a couple of occasions, the waiting time for an upgrade has been pretty substantial. 

In the next release, I would like for them to support file systems on the lower-end models, like the X-10 or X-20. 

View full review »
Professional Test Engineer at a computer software company with 10,001+ employees

The technical support is awesome, and there's a lot of documentation available online.

View full review »
LR
Fresh Operations Manager at Jerónimo Martins

The technical support is very good.

View full review »
AM
Manager, Enterprise Infrastructure at a tech services company with 1,001-5,000 employees

The administration is very easy and quite minimal.

The performance is very good.

The installation is pretty straightforward. 

Technical support is good.

View full review »
PH
Solutions Architect at a wholesaler/distributor with 1,001-5,000 employees

One of the features that my customers are really interested in is immutable snapshots. There are immutable snapshots to which your applications can be reverted back if you are hit by some kind of ransomware threat or malicious attack. That's kind of a key deal, and it is one of the selling points I use to point out to my customers the value and the features that Pure Storage brings to the table.

Scalability, ease of use, and non-disruptive upgrades are also valuable. They're not using flash just for your tier one storage needs. They're recommending flash for data protection and archive backup, which is the way to go.

If you get the gold support, which is what I sell and recommend for my customers, Pure's support personnel will take care of both software and hardware upgrades, which is another feather in Pure's cap. They make several claims that once you move to Pure Storage, you can take your team of five dedicated storage admins and trim it down to just one person. Their mantra is getting customers out of the game of managing storage and letting the vendor manage the storage. They want to see their customers just consume storage. They have non-disruptive upgrades. You just set up the software and hardware and just consume the storage. They're continuously looking at the dial-homes, the logs that are automatically sent, and fingerprinting potential issues before they're even a problem. That cuts down on a lot of support tickets the customers have to open up. They'll proactively open up tickets when they see something in their analytics on a particular customer's array and recognize that one of their hosts might have a certain HBA with a fault or a bug. They reach out and open a ticket. So, you get your system upgrade, patched, or whatever is needed to resolve the potential problem.

View full review »
Chief Consultant and Architect at Tahir Professional Services

The technical support is very good.

View full review »
Storage Solutions Architect at a manufacturing company with 1,001-5,000 employees

It is easy to install.

The stability and scalability are awesome.

The technical support is awesome as well.

Processes that used to take 40 minutes to two hours can be completed in five minutes.

Also, we can use more capacity and pay less.

View full review »
Cloud Solutions Architect at a tech services company with 10,001+ employees

We understand that they're thinking about it, but one of the things that would be nice is if they added some basic file-level capabilities to the platform. The idea is that they would run a basic NFS or CIF share from the controllers. FlashBlade is the powerhouse for File and Object storage, but if you don't need all that power, a lightweight file function would make FlashArrays more versatile.

The other thing is multiple key support for encryption. The standard solution encrypts the whole array, but we also have certain tenants that use dedicated LUNs. So, it would be nice if, in addition to just supporting the VMware stuff, we could have a per LUN key. Even better would be interfacing with an external Key Management Server (KMS) so that tenants could manage their keys.

View full review »
BH
Enterprise Solutions Architect at a logistics company with 10,001+ employees

We've never really had to call tech support for this product as we haven't had any issues. I attribute that to these guys paying attention to everything, every single detail, to make sure that their product is seamless.

View full review »
GC
Project Manager at WFSFAA

I have not contacted technical support.

My main point of contact has been the reseller.

View full review »
PK
Technical Consultant at Injazat Data Systems

I'm satisfied with the support. Comparatively, it matches with Windows. I don't see any difference in the levels of technical support

View full review »
JA
Intertecno Co-Founder at a tech services company with 1-10 employees

Technical support is very good.

View full review »
RZ
Manager of IT Department at a engineering company with 201-500 employees

The support is very good they quickly react to problems.

View full review »
DA
Enterprise Account Executive at a computer software company with 11-50 employees

It's just very easy for general block storage. Generally, the ease of use is what customers comment on. It's very user-friendly.

The initial setup is very straightforward. 

Scalability is possible. You can expand the solution.

The stability and reliability are great.

Technical support has been helpful in general. 

View full review »
SB
Platform Technologies Lead Engineer at a energy/utilities company with 1,001-5,000 employees

It is very easy to use.

The speed is one of the most valuable features of Pure Storage FlashArray.

It's a brilliant solution with brilliant support.

Pure Storage FlashArray has a lot of features.

View full review »
CF
KYC Quality Assurance at a financial services firm with 10,001+ employees

We have been in contact with technical support a couple of times. They are quick to respond and we are very happy with the customer support team.

The support plan makes it simple to plan ahead.

View full review »
IT System Specialist - Operations & Infrastructure at a insurance company with 1,001-5,000 employees

The response from the technical support team is very good. We have not found any difficulties with their ability or engagement.

View full review »
MS
IT Architect at a hospitality company with 1,001-5,000 employees

The support has been very good from Pure Storage FlashArray.

View full review »
MV
General Manager at PRACSO S.R.L.

FlashArray is highly stable. We don't have very many tickets in our support system. The non-disruptive upgrade works fine. We did a lot of this work for our clients without any problems. The flash disks are solid. In fact, we have very few issues with this infrastructure. 

View full review »
SM
Soporte TI at a university with 1,001-5,000 employees

The experience has been very good so far for the company. It's very fast and it's very easy to configure the storage. 

It's very efficient. 

The snapshot feature is great. It's very easy to apply. You can see present error applications by going back using snapshot. It's very good for the company.

We haven't had any problems with it in the time we've used it.

I like the user interface.

Support has been helpful.

We have no issues with pricing.

Integration is easy.

The initial setup is simple. It's easy to deploy using the whitepapers on offer. 

The compression is quite good compared to other options.

View full review »
PD
GIDC India - Architecture Design and Engineering Leader at a computer software company with 10,001+ employees

Pure Storage support could be a little better. 

The pricing can be a bit high.

In general, I'm quite satisfied with what product they have on offer, and what new features are being released.

View full review »
JB
Infrastructure Engineer at a financial services firm with 51-200 employees

It has been really easy to use. Their support has been very helpful.

View full review »
KS
MTS - Core IP Engineering at a comms service provider with 10,001+ employees
HPE Nimble Storage: Support
Lead Infrastructure Architect at ThinkON

Customer Service:

Customer service has been top notch with Nimble and would be 10/10. They even worked with use to replace a faulty array.

Technical Support:

Technical Support is one of the best and is 10/10. The autosupport system they have in place that creates tickets for you automatically is great. You can even specify on the InfoSight webpage which ones you want to Auto-Close, etc.

View full review »
Lead Infrastructure Architect at ThinkON

The product is great.  When sizing the array based on requirements the option to add more network cards for throughput would be something to help clients.  Product Support is best in class as always.

View full review »
SV
Technical Specialist at a tech vendor with 11-50 employees

I have never been in contact with technical support because we have sanctions that prohibit it. When I need assistance then I seek help in the community.

View full review »
BA
Network & System Support Engineer at a recruiting/HR firm with 5,001-10,000 employees

The technical support is really good. They give us adapted support and it's very helpful. We're satisfied with the level of support we get.

View full review »
LL
Product Manager at a comms service provider with 11-50 employees

The performance and the processor are good.

HPE has very good technology in terms of storage, and they have very good support assistance.

View full review »
NV
Owner at a tech services company with 1-10 employees

We have not contacted the technical support yet.

View full review »
RL
Senior IT Officer at a financial services firm with 201-500 employees

The support response time is good.

View full review »
TN
Information Technology Operations Manager at Weber Metals

The quality of technical support depends on which member of the support team you speak with.

View full review »
MR
Technical Manager at a tech services company with 11-50 employees

The technical support is pretty good. We do the iteration ourselves, because we have the experience and we provide first-hand support, given the service qualifications that HPE expects from us. Beyond that, Nimble has good support, because it also has Infosight, another value-added solution for Nimble. Infosight has around 10 years of log collection. We provide good first line support to our customers and I think it's important for them to have that.

View full review »
LB
Systems Engineer at a tech services company with 51-200 employees

I have been in contact with technical support and I would rate them an eight or nine out of ten. They are very good.

View full review »
Team Leader at PT.Helios Informatika Nusantara

Technical support is good. Their responses are interactive and they work with us. We try to keep open communication with our customers and I know that in internal support the issue has arisen of how long it takes to be escalated from L2 to L3 support

I feel that it takes too long. When it comes to performing integration with InfoSight, it is helpful that we can then segment the issue or possibly check the connection. 

View full review »
MA
ICT Architect at a tech services company with 201-500 employees

While the technical support isn't good every single time, for the most part, we are happy with it. 

They could improve their services a bit. If you have some easy problems, for example, if a hard drive fails or something like that, that's not a problem for them to deal with. However, if you have strange problems related to performance issues or something like that, sometimes it's difficult to find the right person. In most cases, we are happy with the support.

View full review »
LV
ICT Director KA Infra at a transportation company with 1,001-5,000 employees

Technical support is good. I would rate the support a nine out of ten.

View full review »
VP - Engineering Operations at WPG Consulting

We have dealt with technical support, and we haven't had any issues with them. We are satisfied with the level of support on offer.

View full review »
Enterprise Administrator at a outsourcing company with 51-200 employees

The support is very good at being proactive in helping us resolve issues. They have been better than most other competitors in this area.

View full review »
TG
Senior Storage Specialist, Digital Systems at Shaw Communications

I would like to have more administrative rights, for example, root-level administrative rights to the underlying OS of the storage array. We want more access to the kind of underlying infrastructure of the storage array rather than relying on support. However, most companies are looking to have more managed solutions which is the opposite direction of what I want. 

View full review »
SQ
Infrastructure Specialist at a tech services company with 1-10 employees

We had some issues with the configuration and we contacted support. We were satisfied.

View full review »
JC
Infrastructure and IT Support Coordinator with 201-500 employees

The technical support is knowledgeable.

View full review »
MA
ICT Architect at a tech services company with 201-500 employees

For the Nimble part, support is very available because it's InfoSight. You don't need any first and second-level engineers because of this InfoSight part. And if you really have a problem, but we never have, then you will be able to contact the third level or the engineering. That's really a big improvement, this cloud solution.

View full review »
VR
IT Customer Support Specialist at AM-BITS LLC

There is an excellent support team with HPE Nimble Storage.

View full review »
HPE Product Manager at MAS Egypt

The most valuable features are the HPE Performance Cluster Manager (HPCM) and InfoSight.

InfoSight is helpful because it is proactive support.

View full review »
JL
Director at a financial services firm with 10,001+ employees

The performance of the solution is excellent. It's the most valuable aspect of the product. The stability is great.

The scalability of the solution is great.

The deployment is fast.

Technical support is helpful. 

View full review »
SY
Technical Manager at a manufacturing company with 11-50 employees

I haven't really connected with technical support for issues with the product.

I remember one time I requested help from HPE for their info site. They did help and I was satisfied with the level of service I got. 

View full review »
HPE 3PAR StoreServ: Support
System Administrator at ON Semiconductor Phils. Inc.

Technical support assisted us with a smooth and fast installation.

View full review »
Head of IT Department at Sonepar

The most valuable feature is the proactive technical support. If there is a problem then the HPE facility will detect it and immediately contact me.

It achieves very high performance.

View full review »
TK
Sr, Storage Engineer at a manufacturing company with 10,001+ employees

The primary system comes with not too much software and is pretty simple and straightforward. You're not really using too much. The solution doesn't make things that are too complicated.

The replicating software is very good and the duplication part of it is very efficient.

Technical support is pretty good.

The solution offers good stability.

It has a good ability to scale.

View full review »
Responsible for information processing at a manufacturing company with 1,001-5,000 employees

Their support is very good. They are available in the case of a malfunction.

View full review »
Responsible for information processing at a manufacturing company with 1,001-5,000 employees

The technical support has been very helpful. They are responsive and knowledgeable and we've enjoyed working with them. They tend to know if there are any issues before we can even catch anything.

View full review »
FM
Presales Engineer at a tech services company with 51-200 employees

Technical support is perfect.

We did a comparison in the market, and HPE was the best service providers for regular configuration and for the remote configuration.

View full review »
Deputy Manager at CESC Ventures

3PAR is very much reliable. In these four years, I've not raised a single ticket with HPE regarding 3PAR. 

I would rate HPE 3PAR StoreServ a nine out of ten. It has good support, good UI, and good reliability.

View full review »
MS
Manager of Customer Services with 1,001-5,000 employees

The technical support is very good.

View full review »
IO
Senior IT Infrastructure & Data Center Operation Engineer at Ministry of Communications and Information Technology (MCIT), Egypt

Their live technical support is available 24 hours a day. When I open a ticket with them, the support calls me within 30 minutes and schedules a meeting to show the issue.

View full review »
GA
Senior technical and storage expert at a tech services company with 51-200 employees

It is easy to set up, easy to use, and user-friendly. It is easier to work with HPE 3PAR than with Hitachi. Its technical support is also good.

View full review »
ES
Service & Infrastructure Manager at a tech services company with 201-500 employees

Their support is the most valuable. The support that we are getting from HP Turkey is very good. 

This product is better than some of the other products in terms of reliability. It is very reliable.

View full review »
LB
Systems Engineer at a tech services company with 51-200 employees

This solution only provides active-passive replication, as opposed to active-active. Competing products also provide active-active replication.

Adding support for Virtual Storage Platform (VSP) would be an improvement.

View full review »
JM
CCO at a construction company with 11-50 employees

The technical support is very good.

View full review »
TM
Systems Engineer at a educational organization with 11-50 employees

The support is quite good and we'll continue to use this product.

View full review »
MV
Storage Manager at a financial services firm with 10,001+ employees

HPE 3PAR StoreServ has limited flexibility in building replication solutions. There are limitations to the number of IOPS the system can do. It's not bad as it is doing its job. However, for the application, if you need a toolbox, you can build everything concerning periodic replication modes of synchronous or asynchronous three-site, four-site, with supported cascading which requires you to buy an IBM product. 

It also takes a few hours to one day to upgrade the system and sometimes; it takes more time because, in some HPE 3PAR StoreServ 20000 Storage, you have an eight-node system. If you do an upgrade, you do it node by node and every node might take more than an hour.

View full review »
TS
Senior Systems Engineer at a university with 501-1,000 employees

The technical support has been fantastic.

View full review »
Infrastructure and Networks at a financial services firm with 10,001+ employees

We have contacted technical support and it's pretty good.

View full review »
VK
GM at a computer software company with 1-10 employees

We are satisfied with the HP Enterprise technical support.

View full review »
CC
Solution Architech at a consultancy with 51-200 employees
HP
General Manager at a media company with 11-50 employees

From an overall perspective, all the latest technologies can improve support and performance. This is very important for us.

View full review »
AA
Technical Presales Consultant at a tech services company with 201-500 employees

The technical support is very good but it is expensive.

View full review »
MD
Technical Account Manager at a tech services company with 201-500 employees

The technical support is very good.

View full review »
AT
Director of Technology Services at a educational organization with 201-500 employees

Our experience with technical support was good.

View full review »
SR
Sr. Manager - IT Systems at a transportation company with 501-1,000 employees

The support on offer is very good. We don't have any issues with them. They are helpful and responsive and we are satisfied with the support we get when we need it. 

View full review »
PS
Storage Infrastructure Engineer at Cambridge Health Alliance

The vendor support is very helpful.

View full review »
LV
ICT Director KA Infra at a transportation company with 1,001-5,000 employees

The technical support is good.

View full review »
JO
Snr Systems Enginee at a marketing services firm with 1-10 employees

We're being supported locally, but when we have issues with and we have contacted the HPE support, their support is good, it is quick.

View full review »
AH
System Administrator at CDBL

HPE's technical support is very good, compared to other vendors. I appreciate their support

View full review »
EE
Senior project specialist at a security firm with 201-500 employees

I have not contacted the support from HPE.

View full review »
MH
Solution Sales Manager at a computer software company with 11-50 employees

The support from HPE is good but slow. The speed of the resolution could be faster.

View full review »
IT Coordinator at HMY
RA
Director at a engineering company with 51-200 employees

I never contacted HPE support because I have a selling partner,  but we didn't have many issues. So, we rarely needed any support.

View full review »
PD
GIDC India - Architecture Design and Engineering Leader at a computer software company with 10,001+ employees

Technical support has always been quite good. I have no complaints there. They're pretty good, very professional. I'm satisfied with the level of service.

View full review »
KB
Team Leader Presales at a comms service provider with 51-200 employees

We've contacted technical support from HP for 3PAR in the past. We needed to upgrade the firmware of the storage. We needed some support from HP, which was excellent. We are satisfied so far. There have been no issues.

View full review »
Head of IT Department at Sonepar

The performance is very good. This is a full-flash storage device and it is very quick.

HPE monitors each storage device and if there are any problems, such as an issue with a hard drive, the technical support will quickly and proactively contact us to change the part.

View full review »
Hitachi Virtual Storage Platform F Series: Support
Solution Architect, IT Consultant at Merdasco - Rayan Merdas Data Prosseccing

Compared to others, Hitachi products are more complex and not user-friendly. The interface should be simplified and made easier to use. For instance, the EMC Unity series is easier to manage.

In the next release of this solution, it should support NVMe.

An important improvement for this solution is cloud integration (OpenStack), as well as integration with VVoL technologies, Docker, Kubernetes, and Red Hat OpenShift.

I can say that in new Hitachi Vantara Products we can see a better interface and easier management.


View full review »
OS
Technical Consultant at a wholesaler/distributor with 5,001-10,000 employees

The user interface should be made simpler because it is difficult to manage.

Technical support needs to be improved.

Lowering the price of this solution would be an improvement.

View full review »
AB
Team Manager at a tech services company with 1,001-5,000 employees

The technical support is good. Obviously, it can be better, but it is good.

View full review »
MO
Product Manager at a tech services company with 1-10 employees

It used to be very good, but nowadays, it is not so good because Hitachi doesn't provide support for fixes. Another company is now doing fixes for Hitachi.

View full review »
GV
Engineer at Secretaria de Educacion del Gobierno del Estado de Mexico

For the support windows to work, maybe they have to upgrade the firmware of the VSP. They changed the hardware or the disk. I don't know if it was the port blade they changed or a VM for a memory cache. Also, replacing the old target with the processor target would be fine. The old equipment is very easy to manage, and I don't have any bad commentary.

View full review »
AR
Lean manager at a financial services firm with 5,001-10,000 employees

We regularly contact Hitachi technical support. The idea of a storage array is that it's broken up into many small pieces of storage. Each piece may fail, and they do from time to time. Therefore, we typically have to open five or six cases every month for mundane tasks like replacing failed disk drives. That's typical for any customer using storage on a large scale.

Those are minor cases, but storage controller failures are more serious, and we see three or four every year. We also have two or three performance-related cases each year. 

View full review »
IBM FlashSystem: Support
VP - Head Enterprise IT Infrastructure at MIB

The technical support is pretty good, especially the local team in Pakistan. Normally, the response time is very good.

View full review »
Infrastructure Architect Supervisor; Solution Delivery Supervisor at a financial services firm with 1,001-5,000 employees

The response of technical support is good.

View full review »
KV
Director Technical at a tech services company with 11-50 employees

Previously, I had experience with Hitachi SAN.

The suitability of either solution depends on the use case. If you talk about modular storage virtually from any company, they will have solutions which more or less do the same thing. 

There will be a competing model at each bracket of requirements. When you talk about storage hardware, you can't really say which is better, or which is worse. 

You can talk about reliability and support, or you can talk about how good it is in a particular geography. But, this is not like Mercedes Benz is a good car and the Fiat is not, it doesn't work like that.

View full review »
PV
Senior System Administrator at a tech services company with 1,001-5,000 employees

The maintenance service and support from IBM is very good.

View full review »
Storage Manager at a financial services firm with 10,001+ employees

I have been in touch with IBM support, and I did it a lot. Normally, they respond within an acceptable time with a sufficiently detailed answer. Around 90% of the time, you will get the answer straight back. In some rare cases, you need to ask them more. You send them a mail asking to clarify something or get more details about how to do a specific task, but normally, they provide a satisfactory answer.

View full review »
BB
Deputy Chief Technology Officer at a comms service provider with 51-200 employees

We've dealt with technical support in the past and we were satisfied with their level of service. However, we no longer pay for support. We have enough knowledgeable people in house to handle everything.

View full review »
IE
Senior Systems Engineer at a tech services company with 1,001-5,000 employees

Their technical support needs improvement in terms of reachability for the clients and response times. They should be more responsive and have more online platforms for support

They should make more technical information available online. There could be some kind of documentation community.

View full review »
Network and System Administrator at TWD Technologies Ltd.

Personally, I haven't directly dealt with technical support. That said, apparently, it looks like it is quite good. The support is proactive. My system is already connected to IBM tech centers. They can highlight predictive failures, for example. My assumption is that they are quite good, although I can't yet peak from personal experience.

View full review »
RC
Hybrid IT Enterprise Executive at a tech services company with 11-50 employees

Technical support is complicated.

The technical support can be improved. it should be more automated.

View full review »
Storage Consultant at E-Storage

The Data Reduction Pools (DRP) support could be better.

View full review »
AA
Technical Presales Consultant at a tech services company with 201-500 employees

The technical support is very good.

View full review »
Technology Specialist at InfoTech Group

The technical support in my region is satisfactory but it could improve. Support is very important for customers and downtime is very critical for us. We would like onsite or complete technical support which can help us to minimize our downtime or if problems occur.

View full review »
PS
Storage Infrastructure Engineer at Cambridge Health Alliance

The support could improve by allowing you to speak to someone when you call rather than them calling you back. However, once we do have contact with one of their technicians they are excellent.

View full review »
Infrastructure Solutions Architect at areebah
ME
Technology Supervisor at a media company with 1,001-5,000 employees

We don't need any external support. We do it on our own.

View full review »
Head of Data Center Administration at ООО Компания Тензор

We have the technical support from IBM but we have not needed to use them. We do not have any problems.

View full review »
JS
Deputy director at a tech services company with 10,001+ employees

We haven't had any problems with IBM support. However, they don't cover everything in a single contract. They have different types of contracts. For example, you need separate contracts for software services and hardware services. Dell EMC's pricing model for support is much better. There's only one all-inclusive contract.

View full review »
BS
NDT - TECHNICIAN at a paper AND forest products with 1,001-5,000 employees

I have not needed to contact the support.

View full review »
Head of IT Infrastructure at a insurance company with 501-1,000 employees

The IBM technical support is excellent. When we had a hardware issue, they were able to fix it within the SLA period. They have back-to-back support for resolving any hardware problems.

When it comes to managing hardware, they're excellent.

View full review »
GB
Information Systems Director at a manufacturing company with 1,001-5,000 employees

We haven't needed any assistance from technical support so far.

View full review »
JL
Director at a financial services firm with 10,001+ employees

I have not had any concerns with technical support.

View full review »
DP
System Administrator at a tech services company with 11-50 employees

The technical support is good.

View full review »
MD
Storage Administrator at a tech services company with 10,001+ employees

IBM's technical support do excellent work.

View full review »
SY
Technical Manager at a manufacturing company with 11-50 employees

We have not used the support from IBM.

View full review »
Oracle FS1 Flash Storage System: Support
RG
Technical Head with 51-200 employees

I have used technical support a few times. Technical support, as a whole Oracle organization is very process-oriented. So sometimes it doesn't allow you to understand the customer's specific requirements because they have their own parts, practices, and policies. They have a one-way policy which sometimes doesn't really associate with the end user's expectation.

View full review »
NetApp EF-Series All Flash Arrays: Support
IT Systems Engineer at Adaptive Solutions

I have been in touch with technical support and I would rate them an eight out of ten.

View full review »
IT
Director at a computer software company with 1,001-5,000 employees

Technical support is good. If we have some issues, especially from NetApp, they give us an early warning system. When there is a potential error, it will come up and let us know immediately that it will occur. This prevents it from crashing.

View full review »
AO
Manager, Cloud workload Migration & Onboarding Lead at Globe Telecom

There could be an improvement when it comes to SLA support, it could be faster. In case of emergencies, when you need urgent feedback from the support, it is delayed because you need to make multiple calls. 

View full review »
System Administrator at a government with 201-500 employees

Their technical support is good. I am satisfied with their support.

View full review »
Technical Advisor at Synnex Metrodata Indonesia

The solution is very good. It offers very good performance, and very good data services to customers. 

The ONTAP is excellent. 

SnapMirror is very useful. It allows the customer to be able to see the entire relationship. It's one of the best features of the product.

The initial setup is pretty straightforward.

For the most part, the solution is stable.

The technical support has been pretty good for the most part.

View full review »
SA
Information Technology Manager at a transportation company with 1,001-5,000 employees

The technical support has been very good.

View full review »
Dell EMC Unity XT: Support
Responsable de Production at Office National des Forets

We needed to contact technical support in regards to an IAS error in automatic services. We didn't have any issues reaching them or getting the help we needed. So far, we've been satisfied with their level of service. They seem knowledgable and responsive.

View full review »
ST
Cloud Engineer at a tech services company with 51-200 employees

The initial Unity x50 series, even all-flash, were quickly driving the CPU to near 100% on as little as 180TB, having data reduction on all volumes in place.

The XT came in support and sizes better on our infra, due to more CPU power. The system doesn't seem to have a module to offload datareduction, but in the end does a great job in getting the datareduction come round at higher capacity without oversubscribing the CPU (%). In the end the SDD media cost more then the array/storage processors. So basically you want to datareduce as much as the system can take.

View full review »
ZR
Manager at a financial services firm with 11-50 employees

We are satisfied with the technical support.

View full review »
Country Service Delivery Manager at Citrus consulting

An area for improvement is the available capacity. If a customer goes with a base model, which would have its own limit, they could not go beyond the model-supported capacity, so an increase would be good.

View full review »
Owner at LNETWORK

Technical support is very good.

View full review »
PM
Assistant Manager Specialist at a computer software company with 1,001-5,000 employees

The first level support from Dell I was not happy with because as a technician I needed to get the second or third level support. However, the level one support was able to pass me over to the right technician and I received the solution pretty fast. The support overall was very good.

View full review »
MB
DIrecteur Commerical at a tech vendor with 51-200 employees

The technical support is good. Opening the ticket, the management of the ticket is good. However, when we have to use or change parts, it can be more difficult because of the customs rules of the disposability and availability of the parts. We have problems delivering them in the time the parts are needed in some cases.

View full review »
PA
Storage Engineer at a energy/utilities company with 10,001+ employees

I rate Dell EMC support 10 out of 10. They respond rapidly and do a good job. When I have an issue and need technical support, I reach out to them either through chat or by submitting a service request, and the response is good.

View full review »
PS
Senior Technical Specialist at a healthcare company with 10,001+ employees

Dell's technical support is great for 99% of things.

There have been a few problems but I understand because the product was not mainstream. The unit was an FS8600 and there were only about 12 people in all of North America who knew it well. That's why we got rid of it.

Overall, I would rate their technical support a nine out of ten. I don't give anybody a ten because there is always room for improvement.

View full review »
RP
Systems Engineering Manager at a manufacturing company with 1,001-5,000 employees

The technical support has been really great. I have never had a problem that they were not able to get to the bottom of pretty quickly.

View full review »
Senior Systems Engineer at Prosperity Bank

I would like it to be a little bit easier to contact support. We can contact support, but we have to go through a phone tree. We get routed to different places. I might call support to say that I need a drive replaced and get transferred to three different groups before I get to the group I actually need.

Once we are able to get in touch with someone, and we have an engineer working with us, it's great the way they follow up. They constantly keep in touch with us whenever we have issues. They help schedule any type of upgrades and get them implemented. Overall, support has been very helpful.

And anytime there are notices of updates and upgrades, support keeps us involved and engaged.

View full review »
FR
CIO at a healthcare company with 1,001-5,000 employees

The technical support is good and quick.

I would like a little faster response, but I don't think that their response is really that slow. They respond fairly quickly, at least fast enough for most issues. If it was an emergency issue, it might be different, as they probably would move it up the ladder anyway.

View full review »
Freelance IT Professional at a energy/utilities company with 201-500 employees

We did not need to contact their technical support.

View full review »
EB
Consultancy Department Chief with 201-500 employees

It could be improved in the area of management flexibility. For example, I really need to set read-only access for LUNs, and there's no such option with Unity XT.

I would also like to see more support for object storage for S3. NetApp includes basic support for S3 to the on-top array, so it would be great if DELL EMC would include S3 for the Unity XT.

View full review »
KS
Head of Datacenter Department: at a tech services company with 51-200 employees

The support is very reactive.

View full review »
ZH
Chief Technology Officer at a financial services firm with 1,001-5,000 employees

I would rate Dell EMC support seven out of 10. We had to follow up a lot. We sent an email beforehand, so they knew the model and everything about our environment. We expected them to do better homework and engage with my team. If they had done the implementation like that we could have saved a lot of time. That is why I rate them seven and not nine or eight.

View full review »
IO
Senior IT Infrastructure & Data Center Operation Engineer at Ministry of Communications and Information Technology (MCIT), Egypt

The monitoring capabilities should be improved.

The reporting should be better. In other systems, you can create many different kinds of reports but this is not the case with Dell.

Dell Unity is going out of support soon, which is bad. They should continue to support it, rather than have it end after five years.

View full review »
Huawei OceanStor: Support
HA
Manager Infrastructure and Security (SCADA) at a marketing services firm with 1,001-5,000 employees

There are several valuable features. Huawei provides excellent and efficient support, and the product is a good price. It's very reasonable for the service they offer compared to their competitors.

View full review »
JS
IT Solution Architect at Huatech a.s.

There are some small things in the solution that can be improved. Supporting software is one of them and the integration with mainstream solution technologies could be better. They are small issues and generally the technology functions well. It's not an issue caused by the vendor but rather due to external circumstances and the cessation of cooperation between Chinese and US companies. 

View full review »
MY
Technical Lead at Computer Marketing Company Pvt Ltd

Customer support is very good but if you want support and you don't have SNS switches as well, the complete solution is not there. Sometimes Huawei support doesn't extend to that. For other products they generally ask you to contact other principals. I don't think Huawei isselling their SNS switches anymore.

View full review »
DK
Technology Solutions Architect at a computer software company with 201-500 employees

The technical support is okay. It depends on whether you are asking the right questions. If you do then you get the right answers, but when the team is asking something that is not straight, then you won't solve the problem right away.

View full review »
GB
Chief Executive Officer at a consultancy with 201-500 employees

We have not contacted technical support because it runs very well. We have not had any issues.

View full review »
SS
Technical Support Executive at a comms service provider with 5,001-10,000 employees

I cannot recall coming across areas that need specific improvements. 

Technical support could be more helpful.

I'd like to see some cloning or snapshot functionality in the near future. 

View full review »
PP
Engineer Specialist at a tech services company with 51-200 employees

The technical support from Huawei OceanStor is good.

View full review »
FN
Consulant at a tech services company with 11-50 employees

CFS integration is one area where OceanStor has some room for improvement. The CFS on OceanStor is dedicated, so it's not integrated with the existing active directory domain. That's a big issue with this service. Huawei could also improve the power unit on this storage solution. When we conducted some tests, we noticed that the autonomy for the BBU is not really long. Within 15 minutes, it totally went down. OceanStor is out of support and off the market, so Huawei is moving now to Dorado.

Also, the interface is in Chinese in some places. It would be helpful if they could release some versions without Chinese.

View full review »
AS
Senior Consultant at a tech services company with 11-50 employees
Architect of solutions at Datrix

Scalability is fine you can add to cluster other superior version or older version, and the orices is the same as the identical model and version. The OceanStor support the fail until 7 of 8 controllers without lost data and wiht the minimal impact to the performance, so the performance has been very good.

View full review »
Huawei OceanStor Dorado: Support
JS
Senior Storage Consultant at a tech services company with 51-200 employees

The logistics can be improved because sometimes we have to wait a long time for the product to be delivered, despite there being stores available in Europe. Some of our customers are discouraged due to this long wait time.

The marketing for this product needs to be improved because it does not have enough exposure.

This solution does not support VMware VVols 2.0. However, I do not feel that this is necessary.

View full review »
MK
Solution Delivery Expert at a tech services company with 11-50 employees

Huawei provides different types of services in our region. There are Hi-Care and Co-Care. The Hi-Care services are provided directly by Huawei, whereas Co-Care services are handled by partners. Overall, the support is fine.

View full review »
MK
Solution Delivery Expert at a tech services company with 11-50 employees

Huawei's technical support is very advanced. Customers can directly approach a Huawei technical person by logging a ticket and providing an email address. They will definitely respond in one or two hours.

The support is fast but the customer needs to understand what data they need for support.

View full review »
AY
IT Service Manager at a financial services firm with 1,001-5,000 employees

We like that the solution is all-flash.

The solution has a sufficient amount of storage on offer.

The solution is very stable.

So far, we have found it to be quite scalable.

The initial setup is fairly straightforward and not overly complex. The installation and management are very easy.

The performance is very good. 

Technical support is quite good.

View full review »
Solutions Architect (Huawei & Lenovo) at Computer Marketing Company Pvt Ltd

The support is good. However, there are times when it can be challenging.

View full review »
PR
Senior Consultant at a tech vendor with 1-10 employees

The local support has been very good.

View full review »
Head of Enterprise Horizondal Division at Computech Limited

The compression on offer is the most valuable aspect of the solution at this time. 

Overall, I'm pretty satisfied with its functionality. 

The initial setup is very easy.

I've found the solution to be stable.

The product can scale.

I've been satisfied with the level of attention I'm given when I reach out to technical support

The solution is affordable and reasonably priced. It offers good value for money.

View full review »
JS
Deputy director at a tech services company with 10,001+ employees

To date, we have not needed support. Fortunately, right now, there has been no hardware failure or system failure. It's been very good in terms of working without issues, therefore, I can't speak to any knowledge of how technical support works. I've never dealt with them. 

View full review »
AA
Regional Sales Manager at New horizon

The technical support is good. They have has shifted the support to their Dubai region. They now have proper infrastructure. They're Egypt's support and all the support agents are good in communication. Previously Huawei was having communication issues. The engineers were in China and they were having issues, but they have become much more professionals and they are ready to do RCA without any additional cost.

IBM does root cause analysis and I have seen Huawei support do root cause analysis which is a plus point.

View full review »
CTO at ACOM

I would rate the technical support for Huawei OceanStor Dorado a ten out of ten.

The local engineers are helpful. They go to the customers' site location to assist. Remote support is also available, but our customers prefer on-premises support.

View full review »
Dell EMC SC Series: Support
Technical Director at Allot Group

Technical support should respond more quickly because the turnaround time is very high.

Although the pricing is competitive, it is a concern because competitors such as HP are also competitive.

View full review »
VP
EMC Storage & Backup Implementation Specialist at a tech vendor with 1-10 employees

Support wise, it's very stable. The support is 100% good. Support is the key for Dell EMC.

View full review »
JM
IT Director - Enterprise Storage and Data Protection at a manufacturing company with 10,001+ employees

The support works very well. We deal with support from different parts of the world including Europe, Asia, and America. There are local support centers in each region. It's easy to engage the support and usually they are very proactive. I have very good feedback for support. We have had some challenges sometimes in a very few amount of cases where the parts were not delivered on time.

View full review »
Managing Director at Consult BenJ Ltd

We contact technical support all the time, so we've been in touch on multiple occasions. They are very good. They're responsive and knowledgeable. They help us when we have issues. We're very satisfied with the level of service they provide.

View full review »
DM
Senior Systems Consultant at a tech services company with 11-50 employees

Technical support for this product is excellent and I would rate them a ten out of ten.

When you have questions, you get them answered

View full review »
Storage Architect at a healthcare company with 10,001+ employees

There's always room for improvement in the operating code; minor improvements here and there. We haven't had any real requests for them lately. I can't really think of anything.

Support for Non-Volatile Memory Express (NVME). Most of the newer storage systems support it, but this one doesn't because of its age. Support for that was something we had looked at, but they said, "No, we're not offering that with this. It's going to be in the next product, not in this product because the architecture is just too old." 

I'd look for that — support for NVME. That's really the only supportable or new feature that I'd really be looking for.

View full review »
TN
Information Technology Operations Manager at Weber Metals

The technical support is great. We have 24/7 support with a four-hour response. They are responsive and they stay to help until the problem is resolved.

One time, we had a drive fail and we were notified before we even saw it on the device. Then, the new hardware was shipped to us the next day.

View full review »
MN
Director at a tech company with 11-50 employees

It had a lot of integration and supported all the platforms, so I was happy with what they were offering. The biggest selling point was when the vendor upgraded it. Dell upgraded the software licenses sold with that. Whenever the hardware is end-of-life, we could upgrade the controller or add a new disk or whatever. There was no lifecycle of three years or five years. We could carry on just by upgrading. It had many features, like a snapshot, replication, on-the-file RAID levels, mix-and-match files, those kinds of things.

View full review »
JC
Senior Consultant at a tech company with 11-50 employees

I've gotten positive feedback in terms of technical support. My understanding is that they have been very helpful and responsive and customers have been happy with the service they receive. 

View full review »
GB
Infrastructure architect at a tech services company with 51-200 employees

Component support was great. On a scale of one to ten they were a ten, they were always helpful.

View full review »
SY
Technical Manager at a manufacturing company with 11-50 employees

The Dell support is helpful and the response is quick. The agents' knowledge is very good.

View full review »
KS
Infrastructure Business Lead

We are happy with Dell's technical support, which is one of the reasons why we stuck with Dell when the SC Series was coming to end of life. We explored other vendors as well, but we are comfortable with Dell. 

On a scale from one to five, I would rate them a five. When we were in the midst of rolling out our containerized app for our mobile users, we had an issue. It was our own application issue and had nothing to do with them, but they came forward with a lot of APIs. From a data perspective, they even got one of their engineers to work and to support our application team. From a hardware perspective, they were able to come in and help us on our application, which is why I rate them a five. 

View full review »
Lenovo ThinkSystem DM Series: Support
SV
Technical Specialist at a tech vendor with 11-50 employees

We try to solve any problems ourselves using the company site because we have no local technical support in our location. If there are any technical issues, it requires us to send servers overseas and it can take several months to solve a problem. 

View full review »
Lenovo ThinkSystem DE Series: Support
DP
Solutions Developer at Next Dimension Inc.

When we had to use them, the technical support was very good. If I had to rate them I would give them an eight-out-of-ten. Maybe they need to work on consistency with response time, but the bigger concern comes down to the actual know-how. A lot of times, we have to defer to IBM for support in order to get an answer.  

View full review »
FG
IT Departmant - System Administration at a healthcare company with 501-1,000 employees

Our use of the solution is fairly recent and we have not yet had occasion to utilize technical support

View full review »
DT
Senior IT Systems Engineer at a tech services company with 51-200 employees

The technical support is very good.

View full review »
MW
Company Owner at a tech services company with 51-200 employees

Technical support is responsive. IBM provides support for Lenovo storage in Poland, and it's very good.

View full review »
Pure Storage FlashBlade: Support
IT Business Consultant, Presales Specialist and Solution Designer at Veracomp EOOD

The technical support is good. I've been to the support center in Ireland. I've been doing this kind of work for 10 years and this is the best support line I've ever encountered. Very little maintenance is required although every solution requires troubleshooting if something is not running right. Usually the system reports any issues before they occur and sometimes the customer doesn't even know that he or she has a problem. The support line responds very swiftly, within 30 or 40 minutes. It's all automated.

View full review »
JR
Architecte technique at a energy/utilities company with 10,001+ employees

The solution is very easy to manage.

Overall, the product has great performance.

The initial setup is pretty quick.

We've found the pricing to be okay.

Technical support has been great so far.

The stability of the solution is reliable.

View full review »
Technical Consultant Storage at a tech services company with 51-200 employees

Their technical support is not an issue at all — they're great.

View full review »
RA
Program Manager at Máxima Medisch Centrum

Technical support is excellent.

View full review »
CTO at a tech services company with 201-500 employees

The technical support is fantastic.

View full review »
LR
Fresh Operations Manager at Jerónimo Martins

Technical support is okay. There is no improvement needed.

View full review »
Cloud Solutions Architect at a tech services company with 10,001+ employees

The technical support has been good. We are satisfied with the level of support we have received.

View full review »
RK
Business Development Manager of Storage Systems at a manufacturing company with 1,001-5,000 employees

We asked support for some assistance in the past - especially the very first time we used it. The product was new for us. We asked service support for assistance and I can say they're quite good. They were very quick to respond and they have great competence in the product. They provide instructions to the engineer and I see sometimes they connect remotely if it's necessary. I can't say that anything bad about it. They are quite good, actually.

View full review »
SB
Platform Technologies Lead Engineer at a energy/utilities company with 1,001-5,000 employees

Technical support is great. The support is very fast.

View full review »
HPE Primera: Support
AK
Enterprise Solutions Architect at a tech services company with 1-10 employees

The support from HPE for this solution is really good.

View full review »
BM
Service Delivery Manager at a tech services company with 11-50 employees

We work a lot with HPE technical support and they are very good. We are very satisfied.

View full review »
SM
Principal Consultant at a consultancy with 1-10 employees

The technical support is very well organized. There is a feature called Home, where the hardware calls to their NOC and reports and alerts or events. Then they have a pretty standard protocol to call back. They're quite insistent; they'll send you emails and if you don't acknowledge then they start calling.

The mechanics of the support is very well put in place. 

View full review »
SM
Principal Consultant at a consultancy with 1-10 employees

Tell us about your experience with customer service/technical support.

Technical support is very well organized. There is a feature called Home. The hardware calls their NOC center and reports any alerts or events. Then they have a standard ideal protocol to call back. They are quite insistent, they send you emails if you don't acknowledge and they start calling.

The mechanics of the support is very well put in place.

View full review »
Head of IT Infrastructure Solutions at a tech services company with 51-200 employees

First of all, it depends which support model the customer purchases. If they are buying a foundation care with its low level of support, then you need to create a case manually and you need to write and contact customer service. If you are buying the Proactive Care Service, the guys from the customer service and support are very, very good. With Proactive Care Service, they contact you when you need to upgrade your firmware, etc... At all time HP Enterprise support works very, very well with Dell.

View full review »
BR
Associate Vice President - IT at a transportation company with 1,001-5,000 employees

We haven't contacted their technical support. We didn't have any issues since we purchased it.

View full review »
GH
CTO at a financial services firm with 5,001-10,000 employees

The HPE GreenLake support is great.

View full review »
Head of Hosting & LAN Services at Lanka Communication Services (Pvt) Ltd.

We haven't attempted to scale the solution just yet. It's still very early on in the process, as we have just had the solution for about a month or so. Therefore, I can't speak very well about its scalability. However, it's my understanding that scaling it not that hard. 

Primera supports all flash additional enclosures, where you can expand SSD

View full review »
MD
Technical Account Manager at a tech services company with 201-500 employees

HPE Primera's technical support has been responsive.

View full review »
CEO at Lanka Communication Services (Pvt) Ltd.

The solution has good performance but it could improve further.

When we compare HPE Primera to Huawei, Huawei is a better solution. However, here in Sri Lanka, the support is not that good for Huawei.

View full review »
Key Account Manager at BTS Group

We haven't had any problems with HPE support.

View full review »
Lead Consultant - Cloud & Infrastructure Services at Infosys

An area for improvement is how the product gets integrated with the technical support and how cases are raised. There are also certain features that require engineering-level access, which should be accessible to storage admins as well. In the next release, I'd like to see support for external KMS (key management system) because some organizations want encryption based on their encryption appliances or methodology.

View full review »
SS
Senior Systems Security Specialist at a government with 51-200 employees

As per HPE, they said that it's pretty easy to add more storage in HPE Primera. With the existing controllers, I think it's pretty easy to add more storage. Right now we are using around 600 TB, not more than that, but it can support up to four petabytes.

View full review »
Violin System 7000 Series: Support
Enterprise Solutions Architect at a tech vendor with 11-50 employees

Software licensing is a part of the hardware. There is no separate software license. When you purchase the hardware, it has everything included.

It has a one-time initial purchase fee. There is also the annual maintenance and the support maintenance cost. Support and maintenance are a part of the new hardware during the initial one year or three years. After that, support and maintenance are optional.

View full review »
Dell EMC PowerMax NVMe: Support
VF
Presales Engineer Information System and Security at a tech services company with 10,001+ employees
  1. The optimization of the cache memory of each engine and the use of persistent memory. 
  2. I/O density with predictable performance when we grab the I/O to host, as the storage level supported by the PowerMax is too far to be reached regardless of workload and storage capacity utilization. 
View full review »
AW
Senior BDM at a tech services company with 51-200 employees

The deduplication of the solution is excellent and the compression is quite helpful. These are the most useful aspects of the solution for us.

The initial setup is quite straightforward.

Technical support has been excellent.

View full review »
FA
VP Global Markets, Global Head of Storage at a financial services firm with 10,001+ employees

I was very impressed with the support overall. They understand customer service. They have never made me wait for anything. Things do go bump. Challenges and unpredictable circumstances do arise. I rate the Dell EMC team based on their prompt and decisive action during these circumstances.

View full review »
CM
Storage Team Manager at a government with 10,001+ employees

Their technical support is really good. We are using one of their monitoring tools and it phones home to the "mothership" in Massachusetts. That means they get real-time alerts or performance indicators. If a drive has exceeded a threshold five times in the last week, they will actually come out and preemptively replace that drive before it fails.

View full review »
Infrastructure Lead at Umbra Ltd.

The visibility within the storage resource tools or understanding the utilization of the SCM memory have been pain points. We know they are being used, but it is hard to actually see them within the actual GUI.

Firmware updates are a bit painful because you have to involve their support, as opposed to having the ability to do it yourself. This is probably for the best because you don't want something to go sideways while being the only person working on this and not having external support for it.

View full review »
Senior Solution Architect at Rackspace

As a service provider, we have to deliver the best possible service that is backed by SLAs. The NVMe performance is fantastic for our customers and the features of the PowerMax are fantastic. We have seen improvements in performance, which means less customer support tickets. The ease of management frees up resources for our storage teams so they can focus on other problems with other platforms, etc. This is such a self-sufficient beast of a platform that it has really freed up a lot of time so they can focus on other stuff besides storage.

There is no management overhead involved in optimizing performance. It does it so well on its own. We don't have to manage much at all. It really is like a set it and forget it solution. My storage engineers love the system. It is a lot less work than our previous systems, which weren't bad by any means. There is not nearly as much management as before. So, we are saving dozens of hours per month for our storage team, and that is a real cost in our business.

There are different ways to look at security and availability. We take advantage of array level encryption, but that is a behind-the-scenes thing. We tend to focus on the availability part, because high uptime and performance are important to us. In regards to data security and availability, the data is secure if it is encrypted. The availability means that it is always up.  We have very good opinions of the security features in both single-tenant and multi-tenant deployed to the security. 

There is also the security concept regarding access to data. What we are seeing is that the PowerMax is so consistently dependable that it gives us a very solid comfort level in terms of level of trust. There is data security and protection, keeping your data from the bad guys. On the other hand, there is security knowing that your data is always available. PowerMax provides both of those.

View full review »
SP
Solution Architect at Sybyl

They support scalability. We can add more capacity when it is needed.

View full review »
Senior System Administrator at PRASAC Microfinance Institution Limited

We have opened cases with the Dell EMC team and we have chatted with them. They have provided good, fast support for us. But in some cases they did not explain the solution well.

View full review »
VK
Product Manager at a tech services company with 10,001+ employees

We don't have any involvement in the pricing. We are just from the backend support team for the PowerMax array. If any expansion is required, we will just inform the customer, and the customer directly contacts the EMC person. They discuss and finalize the dealings, and we are not involved in those dealings.

View full review »
MG
Solution Administrator at Telcel

It is important that the product provides NVMe scale-out capabilities. We support many things with the product and we need to know what the architecture is. It makes things very simple for us.

The data security and availability are pretty good. We have many clients connecting to the box, which means security is very important. This is true when it comes to remote support. The compliance is very good.

The performance is very good on our servers. It's superior. And the QoS capabilities for providing work congestion protection are also important because about 99 percent of our servers are production servers.

View full review »
Enterprise Architect at a financial services firm with 1,001-5,000 employees

It is pretty stable. We've not had any incidents around this storage in the last one year. I can't recall any major incidents. The storage supports our core banking solution, which is always in use. We have 24/7 banking services, and the solution has been pretty stable.

View full review »
Sr Solutions Architect at a healthcare company with 1,001-5,000 employees

I'd rate Dell EMC support eight out of 10. It's pretty good. They actively monitor the array, and it dials home to let them know if there's anything they should look at. Sometimes, when I come in the next morning and check the logs, I'll notice that somebody from support had connected in and looked at something. Then, I can look on the support website and try to figure out what they were doing, which could be an easier process, but it's good that they keep an eye on the arrays. If a part fails, the arrays generally dial home to notify them that it needs to be replaced, and they contact me to arrange it. 

View full review »
Sr. Storage Systems Engineer at a pharma/biotech company with 5,001-10,000 employees

The support is very good.

They respond very quickly when we have issues and the responses are good. However, the first-level engineers take more time to investigate some problems. The first level of support could use some improvement. Specifically, they should be faster at solving problems. If there are critical issues then we need them to be solved quickly, and the first level simply takes too long to investigate.

View full review »
Assistant Manager IT Infrastructure at a comms service provider with 5,001-10,000 employees

The SRDF site-to-site replication for the volumes is the most important feature for us. That enables us to do site recovery and replication for our VMware infrastructure.

Along with that, the NVMe response time is very good. We used to have a VMAX 20K but we have just upgraded, and moved two or three generations ahead to PowerMax, and the response time is great. Because we are coming from a hybrid storage scenario, the performance of NVMe is a huge upgrade for us. The 0.4 millisecond response time means our application works great and we are seeing huge performance improvements in our VMware and physical environments.

Regarding data security, EMC has introduced CloudIQ solution with the PowerMax environment, and that enables live monitoring of the telemetry and security data array of the PowerMax. CloudIQ also has a feature called Cybersecurity. That monitors for security vulnerabilities or security events that are occurring on the array itself. That feature is very helpful. We have been able to do some vulnerability assessment tests on the array, which have helped us to resolve issues regarding data security and security vulnerabilities. We are not using the encryption feature of the PowerMax, because we didn't order the PowerMax configuration for it.

CloudIQ helps the environment and lets us manage the respective connected environments. A good feature in CloudIQ is the health score of each connected infrastructure. It gives you timely alerts and informs you when a health issue is occurring on the arrays and needs to be fixed. Those reports and health notices are also sent to Dell EMC support, which proactively monitors all the infrastructure and they will open service requests themselves.

In terms of efficiency, the compression we are currently receiving is 4.2x, which is very good efficiency. We are storing 435 terabytes of data in just 90 TB. In addition to what I mentioned about the NVMe performance, which is very good, we were achieving 150k IOPS on the VMAX, but on the PowerMax the same workload is hitting 300k-plus IOPS. That is sufficient for the workload and means the application is performing as required, according to the SLAs as defined on the PowerMax.

When it comes to workload congestion protection, we have not faced any congestion yet in our environment. We have some spikes on Friday evenings, but they are being handled by PowerMax dutifully. It can beautifully handle up to 400k IOPS, even though it is only designed for 300k IOPS. That is another illustration of its good performance.

View full review »
Lead System Administrator at Central Hospital of Civil Aviation

We are happy with everything, especially their technical support. We had a situation where there was an outage in the data center associated with our electricity supplier. Later, when we launched the infrastructure, the support perfectly helped us with this issue.

View full review »
Sr. Manager - System Analyst (Datacenter Infrastructure) at Sohar International

The most important feature is the performance, because we have four directors, all of them Active-Active. (PowerMax directors support multiple functions including front-end I/O modules).

It is highly available because it has multiple controllers. All of them are unlike some of the traditional storage arrays, where you assign certain LUNs to certain controllers. Here, everything is Active-Active. You don't assign a particular disk or LUN to a particular controller. All the controllers are servicing all of the LUNs. So from an availability point of view, we don't even know if a particular controller or director has failed. And all the spare part replacement, including controllers, can be done online while systems are working. We don't need to do it during off-peak hours. We can do so during normal working hours because the performance you get from the service, due to the other controllers, is enough to take care of any failed components.

There is also a Call Home facility configured, so the system can send out alerts to the Dell EMC support team. They can dispatch spare parts based on these alerts, so it is a fully integrated system.

Another valuable feature is the DR replication technology, which is based on the Dell EMC SRDF solution. It provides a very good level of near-real-time replication. It supports synchronous as well as asynchronous. When it comes to activating the DR, it is very easy.

Then there are the compression and deduplication which are always on. We get more than 4:1 capacity savings using them. The efficiency benefits from compression and deduplication are through a specialized hardware module within the storage itself, and that means there is no overhead to the compression and dedupe.

In addition, the solution supports IBM Power Systems, Solaris, VMware—almost everything is supported. That's important to us because we are using multiple hardware flavors including IBM Power Systems, SPARC machines, and HPE Onyx. All of these are different classes of machines, and we have different operating systems. We have Linux and Windows on physical and we have it running on VMware. Oracle virtualization is also supported. It supports a wide combination of specialized technologies and hardware.

And the built-in QoS capabilities enable you to drill down to any particular QoS levels and define the type of performance you'll have: diamond, platinum, or gold. The result is that different performance levels can be set for individual disks. Using the QoS functionality, we can vary the performance or prioritize it based on the criticality of the performance needs.

Another nice feature is the CloudIQ app. You can even monitor things using the app on your mobile. Every five minutes, the performance statistics and the system diagnosis data are sent to the cloud and you can access them sitting anywhere. You get these statistics at your fingertips.

View full review »
Pure FlashArray X NVMe: Support
RZ
Manager of IT Department at a engineering company with 201-500 employees

The technical support was not good in the beginning. I would rate the support at a five out of 10. It has improved though.

View full review »
HH
Managing Director at Dr. Netik & Partner GmbH

The most valuable feature is the performance.

One of the best features is the support, which is excellent.

The user interface and reporting are good.

It is easy to deploy and administrate this solution.

View full review »
HM
Chief Infrastructure & Security Office at a financial services firm with 51-200 employees

We needed a flash array to support our core databases for maximum performance. We use SQL. We were using vSAN before, but we were having some problems with it. So, we wanted to isolate the databases with dedicated storage. Rather than using a vSAN solution using servers, we tested a couple of solutions, and we figured out that Pure FlashArray X NVMe was giving us the best performance.

View full review »
VS
Senior Administrator/IT Systems & Cloud Operations at a comms service provider with 10,001+ employees

Technical support is really good.

View full review »
KS
Cloud Architect at a computer software company with 51-200 employees

The overall performance is great. The single workload performance available from Pure is higher than the SolidFire can provide. 

It's very simple to deploy and manage. Those are probably the two biggest aspects for us.

Everything has been very easy and very intuitive from a support standpoint and from a deployment standpoint. 

In terms of the upgrade procedure, we've gone through that in the last year and it was very smooth. It met expectations.

Technical support has been helpful and responsive. 

View full review »
RK
Business Development Manager of Storage Systems at a manufacturing company with 1,001-5,000 employees

I have no complaints about Pure's customer service and support. I've never had a negative experience with these guys. They're always fast, gentle, and ready to help. They offer ample support, and [inaudible 00:06:16]. If you connect FlashArray X to the cloud, they will inform you about any potential issues before they cause an outage. 

View full review »
FS
Storage Engineer at a computer software company with 201-500 employees

You cannot tag a LUN with a description, and that should be improved. What I like on the Unity side is that when I expand LUNs or do things, there is an information field on the LUN. This is the Information field that you can tag on your LUNs to let yourself know, "Hey, I've added this much space on this date". Pure lacks that ability. So, you don't have a mechanism that's friendly for tracking your data expansions on the LUN and for adding any additional information. That's a downside for me.

Their technical support is excellent, but I can't get hold of engineers directly at Pure even when an engineer is assigned to me, which is a downside.

View full review »
IBM FlashSystem 9100 NVMe: Support
DC
Senior Client Specialist at a tech services company with 201-500 employees

The technical support is good.

View full review »
Microfinance at a financial services firm with 5,001-10,000 employees

The administration is easy and very straightforward. It is the same software for managing both flash and non-flash storage. It can be managed using either the GUI or the command-line interface.

It is a high-performance product that serves our requests well.

The IBM Professional Services give us technical support that is both timely and of high quality.

View full review »
General Manager at SinergyHard Ecuador

Technical support is very good. Overall, I'd rate it nine out of ten. They could guarantee the time it would take to provide answers, however, so that we know when to expect results and aren't waiting on them to respond.

In terms of replacing parts, it would be nice if they could say something like "this will take us two days or two hours". It would help us manage expectations for turnaround.

View full review »
Information Technology Senior Administrator at Genpa

IBM's support is not good. I experienced a big problem where I opened the console IBM Storage and would see that something was broken. I called the call centers, and I said, "I have a problem. My drive is not working." They want me to give them the serial number, I gave it to them and they told me "I cannot find your product. Your product is not here."

It was unbelievable. I had purchased it a week prior. I was the first person in Turkey to buy it. They said they couldn't help me. I ended up fixing it myself. 

View full review »
Dell EMC PowerStore: Support
CTO at Universita' degli Studi di Pisa

Dell EMC's customer and technical support are the best in the market, for sure. We have almost all the Dell EMC solutions here, so we know the support very well and it is absolutely the best in the market.

View full review »
BC
Chief Information Officer at a computer software company with 5,001-10,000 employees

We've had no issues with the machines since turning them on.

The machine supports "six nines" of availability. Anything they could do to push it closer to "seven nines" of availability would be extremely beneficial.

View full review »
Founder and CEO at Desktoptowork

Technical support for Compellent was a lot better because for Dell EMC the PowerStore is a new solution and they don't have a lot of people here in the Netherlands with the right knowledge to work on it.

Having said that, I don't have many concerns that it's a new solution. Other people do have concerns about that, but I believe in the knowledge of Dell EMC. Also, it's not 100 percent new. It's based on another hardware system, so I have no concerns.

View full review »
CZ
Engineer at a financial services firm with 1,001-5,000 employees

We have not tested the scalability yet. All our data is well supported in the current solution, but we sized the new solution with more capacity than the previous one had.

View full review »
SO
Co-Founder at a tech services company with 11-50 employees

I did not contact Dell support for this Dell EMC PowerStore solution but I have contacted them before for other solutions. I am typically happy with Dell's support.

View full review »
JL
IT Administrator at a construction company with 201-500 employees

Dell EMC's first-level technical support is very fast and they communicate well. Sometimes they explain things so I can understand why something is working the way it is. But currently, we have a ticket at the second level and for two weeks I have had no answer. 

The issue is that each day we get a message from the storage, every three hours, telling us the network connectivity is lost. I don't know if this is true or not, and whether it is a failure. That is the ticket at level two but I have had no information about its status.

View full review »
NS
Solutions Architect/ Consultant at IVT

The deduplication and compression features are quite impressive because when we enable this feature on other products, such as HPE 3PAR, we have a lot of latency. With PowerStore, we don't have that issue.

This device is less CPU intensive than the EMC Unity and the HPE 3PAR.

PowerStore supports the iSCSI interface, which we find helpful. We use one for our fiber channel but another one for iSCSI.

View full review »
Storage Administrator at a healthcare company with 1,001-5,000 employees

Dell's support is perfect. I rate Dell's support nine out of 10. You call them when you have an issue, and they'll get back to you within 24 hours. If it's a serious issue, they respond in four hours. The system itself does a lot. It lets you know when it needs to be updated. And if the upgrade fails, you can just revert to the previous version. This happened once, but we tried again and I didn't have to revert to the older version. 

View full review »
MJ
Technical Support Manager at a computer software company with 1,001-5,000 employees

PowerStore helps to simplify IT operations. At the site where it is installed, we have consolidated two tiers with the high-IOPS and lower tiers. We have enough capacity with lower power consumption and enough performance to handle the required overload.

It gives us the capacity and the performance we need. Before, things were on 10K disks, while this is flash. There is a very big difference. Previously, we were connected directly, with a back-to-back connection between servers and storage. Now, we have multiple servers connected to SAN switches and those switches are connected to the storage. For sure, the performance of the system is sky-high. In terms of IOPS we are fully satisfied by the PowerStore.

We use the solution’s built-in VMware hypervisor to run VMs and virtualized applications, directly on the storage appliance. We manage multiple sites and we don't have enough teams to allocate support at all sites. So our support team handles all our sites. It's very important for us to have a consolidated infrastructure that we can manage remotely, without needing someone available locally to do the patching/power-up/creation and life cycle management tasks. Having this box, along with the integration with VMware, and VMware's capabilities, gives us what we need.

View full review »
NetApp NVMe AFF A800: Support
KB
Director Global Storage at a healthcare company with 10,001+ employees

I've dealt with technical support in the past, mostly for drive replacements or items of that nature. They've been very good in that respect. We're satisfied with the level of support we've been given as an organization. They are very responsive.

View full review »
Team Lead at Adani Enterprises Ltd

We have had no issues with technical support.

View full review »
AH
service engineer

Technical support is very cooperative. They are on par with what  I need.

View full review »
SB
Engineering Manager, R&D at a healthcare company with 10,001+ employees

The support can take a few days to have a response. However, the response that we do receive is very informative.

View full review »
Pavilion HyperParallel Flash Array: Support
JL
Network Manager at a transportation company with 1,001-5,000 employees

It comes down to the performance that they offer as well as the flexibility of bringing your own disk and replacing them on your own cycle. Those are the benefits that we get.

We have been able to consolidate storage into Pavilion. Pavilions are our only SANs because it is a bring your own disk solution. When new drives come out, we are able to take out half of the drives in the system, put in new drives, move our VMs over to the new drives, take the other drives out, and populate those with new drives. Then, we are suddenly twice as dense as we were before. NVMe flash is only going to get denser and cheaper so we can make use of that every couple of years by just throwing newer disks into it at a fraction of the cost of a new SAN.

We have been able to run a tremendous number of VMs on our Pavilion system. We haven't seen a change in staff. I wouldn’t consider any solution that I have to bring on additional staff to support. It is mostly about cost savings in hardware, and a happiness factor for all our users that everything will work so quickly.

View full review »
MP
Manager of Production Systems at a media company with 10,001+ employees

The most valuable features are the NVMe flash array and the parallel architecture of the underlying system. Instead of having very large gateway nodes or very large servers that exist at the border of a lake of storage, the Pavilion approach is to have many mid-size to smaller server nodes, which can basically all access the main flash array. This means that there's no bottleneck going into that very high-speed array. It's a better size, given the size of the user requests.

Typically, Pavilion sizes its multi-node system in such a way that each parallel node can actually service requests from individual users and because there are so many of them, everyone can essentially do this in parallel. It eliminates the bottlenecks in that respect.

Pavilion provides us with flexibility in our storage, which is one of the reasons that we've applied this architecture. There's lots of flexibility in how we use the resources while also maintaining a small footprint. Ultimately, Pavilion ensures industry-standard protocols. They present their storage as just NVMe over Fabrics, so it's standard-conforming. That means you can basically hook it into anything you want. It means that you can run GPFS on it, and you can run anything that can talk to NVMe over Fabrics. This means that we can use the Pavilion box as a drop-in replacement for a conventional array.

The fact that this solution enables us to run block, file, and object storage is something that's very important. As the industry changes, there's a tendency towards that type of overall storage solution and there's a lot of competition in that space. It's nice to see Pavilion taking it very seriously. It's one of those things where our needs evolve on a day-to-day basis. While it may not be important now, it will become more important in the future and it's important that anyone in this segment takes that technology seriously.

We haven't deployed Pavilion's HyperOS 3.0 support for global namespace for files and objects yet, although I have used it in lab environments. I think it's very compelling and I'm very excited about it. Of course, with NVMe, we roll things out slowly. But luckily, we have excellent partners in the area like AIT, who has a lab deployment where we can actually test these features out. Really, HyperOS 3.0 is the result of a lot of feedback that we provided them as well as played a key role in how that was architected. So, it's nice to see our feedback reflected in the direction of the software and the hardware.

View full review »
JB
Manager of Platform Software at a healthcare company with 51-200 employees

In our current configuration, we can only run the line controllers in high availability, active-standby mode, whereas we would like to see active-active implemented. That would get us more performance with a given number of line cards.

Their global namespace support is coming, and I believe it is based on NFS 4.1. We have a mix of both Linux and Windows usage in the company, and getting an NFS 4.1 client with Windows currently is difficult because I don't think that's supported. This is not an issue with the Pavilion product directly, versus more of the general environment. We would essentially like to see a Windows NFS 4.1 client supported so that we can take advantage of the Pavilion feature from both platforms.

Having a little more ease of use with the NFS global namespace vis-a-vis Windows would be an improvement.

View full review »
VAST Data: Support
HPC CTO at a tech services company with 10,001+ employees

The technical support is outstanding.

View full review »
Fungible Storage Cluster: Support
DS
Co-Founder and CTO at a consumer goods company with 201-500 employees

We have not needed to contact technical support.

View full review »
Hitachi Virtual Storage Platform 5000 Series: Support
AM
Storage and Backups Manager at a tech services company with 1,001-5,000 employees

The technical support is great. 

View full review »
Hitachi Virtual Storage Platform E990: Support
IT Infrastructure Manager at DISH

The technical support and services are good, strong. 

View full review »
AM
General Manager - IT Operations at a tech services company with 201-500 employees

They're very professional and up to date. Their sales staff and support teams are quite good. The pre-sales support is also excellent.

View full review »
IntelliFlash: Support
HM
Lead Systems Engineer at a retailer with 5,001-10,000 employees

I wouldn't say I like anything about this solution. We are looking for a replacement with Dell EMC and Pure Storage. Tegile's performance, support, and features are horrible. It's going down.

Multiple companies have bought it. It looked okay at one point in time, like four years ago. Even though it wasn't one of the best, it still looked okay. Since the management has changed several times, it looks like it's going down the drain. 

Performance is horrible now. Our original intent was to buy new storage in about two years. But since it became a critical urgency for us, we decided to purchase a new one in two or three months.

It would be better if they improved the codebase. We have issues very often with their code, and I think that is the main pain point. The hardware is also horrible because we have either a controller failure or a SATADOM failure very often. Now and then, we also have a disc failure. 

They have to get their act together. They have to make sure their hardware is robust, they have to make sure their code is good, and then we can think about new features and functionality. 

First, make the unit run properly, and then we can think about additions. Obviously, their support has to be knowledgeable. Because when I told them, "we have latency issues, come troubleshoot it for us," nobody came. But if we tell them that "we need to do a firmware upgrade," then they are like, "okay. Let's do a firmware upgrade." They will come to do the firmware upgrade, and then they will go. But with the firmware upgrades, you might never know when it works properly and when it doesn't work properly.

If there is a disc that needs to be replaced, and we ask them to replace it, they'll say, "okay, just share the remote station with us, and we'll run some commands, and we'll validate which disc is faulty. If it's really faulty, we will send the disc. We do that, and then they find the faulty disc and send a replacement.

They will do these minor things. But that's not what we are looking for. We are looking for more features and more functionality. Like if there is latency, try to help us out and help the customer find where the latency is. It doesn't necessarily have to be only with SAN storage. It might be a configuration issue, or it might be something else. So, you should help the customer find where the issue is. Unfortunately, that is not what we are getting from them. So they have to improve that a lot.

View full review »
CS
IT Manager at a agriculture with 1,001-5,000 employees

Once you started pushing it, it would start to not respond properly and then we would have to reach out to support, to try to figure out where these issues came from. They couldn't tell us where the problems were. Their advice was simply to take some load off and then it would work fine. 

Sometimes there was imprecise information. If there's an issue with the system, to kind of pinpoint where the issue was coming from, for example, if it was network latency or a load link to a VM or load link to some kind of switch, it would have been helpful to know. 

I know they can't look at all the networks, however, as the solution is connected to VMware and the SAN and the switch, there should be more information on the system. I can't pinpoint anything, which is a problem. Their reporting needs to be much better.

View full review »
Zadara: Support
CTO at Pratum

One of the main benefits is being able to scale up as needed, on-demand, without having to invest in any sort of hardware costs. If we were to get a large client, a Fortune 500 or Fortune 100, that had a significant number of assets or data they were looking to monitor, being able to scale on-demand and increase the drives behind the scenes is something that we can do in a matter of minutes today. If we were to manage that ourselves, it would take time to spin up those drives or to make those purchases and then get them configured and onboarded. We can now do that with the click of a button.

Zadara performs proactive monitoring and that includes any alerts or support tickets that are created within the system. For instance, if there is some sort of performance issue due to increasing ingestion or increasing storage consumption, or there are any other issues behind the scenes, all that is monitored. It creates an automated ticket that also goes to their team and one of their customer support individuals will reach out. We, obviously, have our own security monitoring on top of that, as well as performance monitoring, but we certainly work closely with Zadara and their support team in responding to any events that are generated. But they have the ability to go in and help mitigate any of the items that do come up.

It always helps having additional monitoring capabilities or individuals, especially when their focus is primarily on the data storage and the volumes behind the scenes, to ensure that everything's healthy and functioning. It's always good to have multiple layers there, in terms of visibility. But one of the key benefits that we have received is being able to respond quicker. We can open up a support ticket and ask them to make a change on our behalf, or to add additional storage, or to increase speed somewhere. They leverage their team to perform those things on our behalf and that saves our team from having to do it. They've been able to reduce the management overhead for us because we can offload some of those responsibilities to them.

It's pretty hard to compare performance levels to when we previously managed things ourselves, since we have grown significantly within the last five years and especially year-over-year. But we've probably seen an increase in performance of at least 100 to 200 percent. We've shifted workloads from SATAs all the way to SSDs. We've been able to go from a single GB to 10 GBs so performance-wise we're in a completely different arena. That being said, we've also doubled and tripled our event ingestion count. That has increased year-over-year with constant growth. So the performance demand has grown significantly. We're not only able to keep up with that but exceed that, year-over-year. We can scale resources, increase the network, decrease latency, increase the speed and the amount of CPUs and the amount of memory on those virtual private storage arrays, as well, as needed.

We've also been able to leverage some of the private compute. They're scaling up their compute so that you can actually spin up servers and instances closer to your storage, all within Zadara. That has been a tremendous benefit to us in increasing performance and reducing latency. I've been impressed with all of those features, and that capability is fairly new here. Staying cutting edge and providing additional services is something that's been very helpful to us as well.

In terms of data center footprint, we were able to take everything from our security operations center that was on-premises, and all of our co-lo's, and move all that into Zadara's management. That was definitely one of our primary objectives. They've been able to take over all the overhead that goes along with managing the backend infrastructure. It has been tremendously helpful in that regard.

Compared to us trying to do this ourselves, we've probably seen about 50 to 60 percent in cost savings over the last five years.

View full review »
CEO at Momit Srl

We use iSCSI and Object multi-protocols. These simplify our operations a lot because otherwise we would need a lot of different products or interconnections. With Zadara Storage Cloud, all of this is just one type of connection. It works only with Ethernet, which means no Fibre Channel nor other protocols, like InfiniBand. It is just Ethernet, which is easy and simple. You can just use the protocols that you need. Today, this means we are not using NFS. But, never say never. Probably tomorrow or one day, if someone would just ask us to implement something mounted via NFS, we are ready to go. This is good because we don't need to buy another hardware or additional features. The best part is the fact that the cost covers everything, so you don't have to activate features by license, e.g., we don't need to pay more to activate NFS, CIFS, or iSCSI because we are not using them today. We still have them. So, we are free to use them whenever we want, which is good.

All our customers report the same story when we ask for a case study. With Zadara Storage Cloud, you simplify the management, which is absolutely true. 

Zadara Storage Cloud's agility is the most important part because all customers want agility today. Everyone wants quick answers, support, and features as well as the ability to provide storage with just some clicks or a simple request. 

Zadara Storage Cloud is elastic in all directions. We create a lot of events (marketing events, technical events, and public speaking) with VMware. They have always been available to sponsor, participate, or just integrate their experience. Even with features, we requested some specific features for the Italian market, then they just put them into the roadmap, which was great.

View full review »
EO
CTO at a tech services company with 51-200 employees

We have several use cases for this product. Zadara provides the hardware and we build our services that are hosted on it.

They are responsible for building out the cloud hardware infrastructure and for us, it's a number of nodes and a number of disks attached to those nodes, with compute to manage everything. It also includes network infrastructure like switches for our data center.

They shipped all of the hardware to us, we installed it, and then we began to provide services with the support of Zadara. They share responsibility in management, providing the monitoring and management and the backend operations.

In some cases, we have just sold pure storage to our partners and customers. In other cases, what we provide is Infrastructure as a Service, which includes compute off of another platform that we have that isn't from Zadara, and the backend storage is with Zadara.

We also provide other services, including Backup as a Service. We provide the service with Veem as the backup solution. The backups are taken from the customer's environment and put onto Zadara storage in our data center.

We also offer disaster recovery as a service, where we provide the compute and the storage for disaster scenarios. A customer can spin up their entire environment on the VMs in our compute, and then their data is backed up and snapshotted into our storage on Zadara.

View full review »
Chief Technology Officer at Harbor Solution

Our initial application was probably the simplest one. We were sunsetting a product, but we needed to do some movement and we needed some additional storage, but we knew that what we needed was going to change within six months as we got rid of one product and brought in another. To handle this, we started deploying Block storage with Zadara, which we then changed to Object storage and effectively sent back the drives related to the Block storage as we did that migration. This meant that we did not have to invest in new technology or different platforms but rather, we could do it all on one platform and we can manage that migration very easily.

We use Zadara for most of our storage and it provides us with a single-tenant experience. We have a lot more customer environments running on it and although we don't use the compute services at the moment, we do use it for multi-tenant deployment for all of our storage.

I appreciate that they also offer compute services. Although we don't use it at the moment, it is something that we're looking at.

The fact that Zadara provides drive options such as SSD, NL-SAS, and SSD Cache is really useful for us. Much like in the way we can offer different deployments to our customers, having different drive sizes and different drive types means that we can mix and match, depending on customer requirements at the time they come in.

With available protocols including NFS, CIFS, and iSCSI, Zadara supports all of the main things that you'd want to support.

In terms of integration, Zadara supports all of the public and private clouds that we need it to. I'm not sure if it supports all of them on the market, but it works for everything that we require. This is something that is important to us because of the flexibility we have in that regardless of whether our customers are on-premises, in AWS, or otherwise, we can use Zadara storage to support that.

I would characterize Zadara's solution as elastic in all directions. There clearly are some limits to what technology can do, but from Zadara's perspective, it's very good.

With respect to performance, it was not a major factor for us so I don't know whether Zadara improved it or not. Flexibility around capacity is really the key aspect for us.

Zadara has not actually helped us to reduce our data center footprint but that's because we're adding a lot more customers. Instead, we are growing. It has helped us to redeploy people to more strategic projects. This is not so true with the budget, since it was factored in, but we do focus on more strategic projects.

View full review »
GW
Platform and Infrastructure Manager at a tech services company with 1,001-5,000 employees

We use Zadara as a multi-tenanted experience and it is key to us that we have dedicated resources for each tenant because it maintains a consistent level of performance, regardless of how it scales.

The fact that Zadara provides drive options such as SSD and NL-SAS, as well as SSD Cache, is very important because we need that kind of performance in our recovery environments. For example, when the system is used in anger by a customer, it's critical that it's able to perform there and then. This is a key point for us.

At the moment, we don't use the NFS or CIFS protocols. We are, however, big users of iSCSI and Object, and the ability to just have one single solution that covers all of those areas was important to us. I expect that we will be using NFS and CIFS in the future, but that wasn't a day-one priority for us.

The importance of multi-protocol support stems from the fact that historically, we've had to buy different products to support specific use cases. This meant purchasing equipment from different vendors to support different storage workloads, such as Object or File or Block protocols. Having everything all in one was very attractive to us and furthermore, as we retired old equipment, it can all go onto one central platform.

Another important point is that having a single vendor means it's a lot easier for us to support. Our engineers only need to have experience on one storage platform, rather than the three or four that we've previously had to have.

It is important to us that Zadara integrates with all of the public cloud providers, as well as private clouds because what we're starting to see now, especially in the DR business, is the adoption of hybrid working from our customers. As they move into the cloud, they want to utilize our services in the same way. Because Zadara works exactly the same way in a public cloud as it does on-premises, it's a seamless move for us. We don't have to do anything clever or look at alternative products to support it.

It is important to us that this solution can be configured for on-premises, co-location, and cloud environments because it provides us with a seamless experience. It is really helpful that we have one solution that stretches across on-premises, hybrid, and public cloud systems that looks and works the same.

An example of how Zadara has benefited our company is that during the lockdown due to the global pandemic, we've had a big surge in demand for our products. The ability of Zadara to ramp up quickly and expand the system seamlessly has been a key selling point for us, and it's somewhat fueled our growth. As our customer take-up has grown, Zadara's been the backbone in helping us to cope with that increased demand and that increased capacity.

It's been really easy to do, as well. They've been really easy to work with, and we've substantially increased our usage of Zadara. Even though we've only been using it for just about five months, in that time, we've deployed four Zadara systems across four different data centers. Their servicing capacity has been available within about four weeks of saying, "Can you do this?" and them saying "Yes, we can."

With respect to our recovery solutions, using Zadara has perhaps doubled the performance of what we had before. A bit of that is because it's a newer technology, and a bit of that is also in the way we can scale the engine workload. When the workload is particularly high, we can upgrade the engine, in-place, to be a higher-performance engine, and then when the workload scales down, we can drop back to a lower-performance one. 

That flexibility in the performance of not only being able to take advantage of the latest flash technology but also being able to scale the power of the storage engines, up and down as needed, has been really good for us.

Using Zadara has not at the moment helped to reduce our data center footprint, although I expect that it will do so in the future. In fact, at this point, we've taken up more data center footprint to install Zadara, but within six months we will have removed a lot of the older systems. It takes time to migrate our data but the expectation is that we will probably save between 25% and 30%, compared to our previous footprint.

This solution has had a significant effect on our budgeting. Previously, we would have had to spend money as a capital expense to buy storage. Now, it's an operational expense and I don't need to go and find hundreds of thousands of pounds to buy a new storage system. That's helped tremendously with our budgeting.

Compared to the previous solution, we are expecting a saving of about 40% over five years. When we buy new equipment, our write-down period is five years. So, once we've bought it, it has to earn its keep in that time. Using Zadara has not only saved us money but it will continue to save us money over the five years.

It has saved us in terms of incurring costs because I haven't had to spend the money all upfront, and I'm effectively spreading the cost over the five years. We do see an advantage in that the upfront capital costs are eliminated and overall, we expect between 30% and 40% savings over the lifetime if we'd had to buy the equipment.

View full review »
IA
Chief Information Officer at a tech services company with 201-500 employees

One of the most useful features is that they provide iSCSI as a service. That was very useful for us because it allows us to simply mount their storage into our servers and just utilize it as if the storage is local. That's number one.

Number two, their reliability and fault tolerance, is really unmatched. We were able to upgrade our storage, add more drives, add volumes, replicate volumes, and change sizes of volumes, all with zero downtime. It's very impressive.

These two features are extremely useful for us. The iSCSI as a service, as well as the fact that the system is highly resilient for fault tolerance.

We typically use iSCSI and to a lesser degree, object storage. We have not been using NFS, so I can't comment on that, but the fact that the solution offers all of those is certainly a big differentiator for people who are looking for those kinds of solutions. It means that they don't have to have multiple vendors or multiple systems to put together to support those different solutions.

For example, if I need to have S3, I don't have to go to Amazon or anybody else because I have it available within Zadara. iSCSI is exceptionally rare to find as a service and the fact that they support it is a major competitive advantage, and the same is true with CIFS and NFS. You would need extra plugins and extra add-ons from other vendors like VMware in order for you to do this, but Zadara does it out of the box, which is nice.

Zadara can be configured for on-premises, colocation, and cloud-based deployments and we use a mixed-mode. We provide our services in a cloud capacity but we're not in the public cloud. We're not in AWS or Azure, for example. We have our own private cloud and Zadara is working beautifully in this hybrid mode. They do have an on-premises solution as well, which we have not yet taken advantage of but we are planning to.

The fact that they can provide us services that are outside of our data center is of utmost importance. If something happens to my data center, I know that I have an off-site remote, either backup or remote system that I can tap into and continue my operations. The fact that they can provide me an on-premises solution, which is really the entire stack in my data center, where I need it to be low latency and high capacity storage, is certainly something that we'll be looking into. It's nice to know that those options are available from the same vendor.

At this point, we only use Zadara for storage, but we are about to use some of the other services. In terms of agility, the platform has been working flawlessly. All their SLAs have been met. We have been adding more storage, we have been upgrading from one engine to another, and all of that was happening without any kind of outage.

I would categorize Zadara as elastic in all directions for the fact that we can add more capacity on the fly. We can add more drives or more cache storage. We can increase the engine if we need to have it faster with more memory, or with more CPU power. The fact that we can do all of that with a click of a button and it happens, it's provisioned relatively quickly, and we pay by the hour rather than paying for it outright, allows us to scale without letting them know. It is easy because they don't have to provision special hardware just for us and it can happen fast. For example, if all of a sudden my business experiences an increase, I can react within the hour. Any change to the billing is reflected immediately.

Using this solution has increased performance in our environment because we can offload storage capacity elsewhere, which we know is infinite in size. This alleviates a lot of the headaches, it's been consistent, and it has worked pretty well. It would be difficult to estimate our performance increase because we don't measure it.

Our data center footprint has been reduced using Zadara. We have fewer storage systems today in our data center which means less power consumption, less environmental impact, less heat, and they take up a smaller physical footprint on the racks. I cannot say exactly how much, but it's definitely at least half a rack.

In terms of saving resources and redeploying people to more strategic projects, I can say that it allows us to support more storage with the same number of people. But, I cannot say that the next time I would have bought storage, I would have had to add another person. I really cannot make that kind of a distinction. The only exception I can say is that they are helping us in our West Coast data center because over there, I do not have any staff. The fact that Zadara is helping me with storage, certainly I can say that there would have been a staff member managing the on-premises storage locally. Instead, Zadara is taking care of that, leaving me with requirements for one less person.

View full review »
CJ
Chief IT Architect at a tech services company with 10,001+ employees

We offer ongoing infrastructure support on behalf of customers. Zadara is a customer of the bank, which I work for. I'm also a vendor of the bank, however, we are taking care of the day-to-day. We maintain the solution in terms of day-to-day operations.

We use it as traditional disk storage, just like a normal SAN. We connect it to our SAN switch, and then from the SAN switch, it is also connected to the servers. We present the Zadara storage to those servers.

View full review »