Expands capacity and requires minimal managementThe main drawback is the support. I’ve been working for four years without a local representative, and although I’ve submitted many requests, nothing has changed. They sometimes call me in the middle of the night, even though I’ve informed them about my working hours. I often raise cases to speak with someone directly because I prefer to discuss issues over the phone rather than via email. I specifically request them to call me when I open a ticket, but they continually reply by email instead. This ongoing situation has been very frustrating in terms of the support I receive. As a technical professional, I lack visibility into the system logs. Whenever an issue arises, a ticket is opened for us. While I'm glad they take this step, it can be frustrating. They inform me, “Hey, we opened this ticket for you. It’s critical. Call me so we can discuss what’s going on.” However, as a product manager for my institution, I don’t have access to the logs, which are withheld due to, as they say, proprietary code. I understand that, but I have been working in storage for many years and am not new to this field. In fact, I spent 17 years at IBM Storage, dealing with large enterprise systems, not just small vendor products. I wish I could access the normal logs to diagnose issues myself, rather than relying solely on their information. Before I can escalate issues or open a checklist, I need to have a clear understanding of what’s happening based on the logs. Sometimes the situation feels rushed, and I end up having to push my support team for answers. There are moments when I feel like I’m left in the dark about the log details until I actually call them for clarification. It can be quite challenging. Pure Storage can improve FlashArray by providing more logging visibility to customers. Currently, there is no log visibility. They could include an audit log, but I cannot see any system logs when problems occur.
