What is our primary use case?
We're a solutions provider with backup and recovery software as our main focus, and my work deals with customer support for the backup domains from an architect's perspective.
Usually, it's for on-prem server backup. It's mostly virtual. We have VM backups and subsequent file backups, and we do file restores. In addition, the customer I work for has old Domino Notes, and we also provide support for that with Avamar.
We mostly work with its latest or latest minus one version. It depends on the bug fixes and vulnerabilities in a version.
What is most valuable?
For the on-prem backup, it has all the necessary features that we require. They keep coming up with new scripts and new updates. It's excellent for VMware backup, and we have no complaints.
Everything is easy. We can do most things through the GUI. We don't have to go to the CLI for most things.
What needs improvement?
Avamar is not the best tool when it comes to taking Azure backups. Like Commvault, if Avamar can support VM-level backups for the cloud, that would make it a bit better.
There is another Dell EMC tool called NetWorker, which is a bit centralized tool. If you deploy a storage node locally, you can use the same UI tool for central management, but in the case of Avamar, it needs to be deployed individually on a site, irrespective of whether it's small or big. So, if I have 10 sites, I have to manage 10 Avamar. That's a bit of a headache. The Dell EMC solution professionals who connect with the clients should suggest NetWorker to clients with multiple sites rather than Avamar. That's because NetWorker gives more centralized control, but they keep recommending Avamar, which isn't the best practice.
There are no free or cheaper training plans. Unless your company is a partner with Dell, you don't get the student guide training, etc. Their administrator guide does not have all the information required for a new person. It doesn't cover the basics. The student guide is good, but it's not free. If you are a partner, only then it's free. Otherwise, there is a cost of $2,000 to $3,000. For people who are new to Avamar, there should be some resources to enable them to study on their own at least 50% of the basics. If I want to study Commvault, I get so many documents and resources to study, but in the case of Dell EMC products, there aren't any free resources. Only if you're a partner, the resources are available for you to learn. The user manuals and administrator guides are just for deployment. They aren't good for learning the basics for a fresher.
For how long have I used the solution?
I've been working with Dell Avamar for 10 years.
What do I think about the stability of the solution?
Its stability is good. If I'm using the latest minus one version, it's pretty stable.
What do I think about the scalability of the solution?
Scalability-wise, it's good. They're constantly increasing their backup size, as well as total storage size. So, we can scale it whenever we want.
We've about 1800 to 2200 servers for which we take backups. I'm not aware of the number of users, but it's an insurance company. It's an enterprise with multiple locations and businesses in most of the top countries.
How are customer service and support?
I'd rate their L1 support a three out of ten. Their L2 and L3 support is good, but in the case of L1 support, for everything they have a single copy-paste response. It's like talking to a chatbot. They should improve that. Even though they're L1, they should try to understand the issue rather than just going through the SOP. There should be some SLA for L1 so that if they are not sure, they should directly transfer to L2 support rather than spending time on it. If you are stuck in a critical issue, it's painful to wait and let three or four hours pass before being transferred to L2.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We use both Avamar and native Azure Backup. The native Azure Backup has a lot of limitations, and it's still not developed, whereas Avamar is good, but it's not the best for the Azure cloud. So, we have Azure Backup for the cloud as well as Avamar for on-prem. For the VM backup, we have to use only Azure Backup. For file backup or any other backup that Azure Backup doesn't support, we use Dell Avamar.
How was the initial setup?
Its initial setup is of medium complexity. It's neither too difficult nor too easy.
What about the implementation team?
Usually, I'm the only one doing the deployment all the time. It takes half a day for the virtual backup.
What was our ROI?
Its ROI is good. I'd rate it a nine out of ten in terms of ROI.
What's my experience with pricing, setup cost, and licensing?
I'm not involved in its pricing. My involvement is purely technical.
What other advice do I have?
There is no free training. I'd recommend this solution if the company is giving great training. Otherwise, if you have to learn it on your own, I won't recommend it.
Overall, I'd rate Dell Avamar a seven out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.