What is our primary use case?
I have spent mostly one year of experience with GoAnywhere MFT, primarily in automation. Automation is what I appreciate most because we have approximately 20 to 30 customers who rely on automation since they prefer not to perform manual work. The automation capabilities in GoAnywhere MFT have made a significant difference for our customers.
After joining my organization, I spent nearly six months in training where I examined GoAnywhere MFT cases and issues. I did not solve them initially; instead, I observed my teammates and learned what they were doing and how they were fixing issues. After completing my training in GoAnywhere MFT, my main focus became GoAnywhere MFT exclusively. Following my training completion, I was promoted to associate engineer in emerging technology. I have now completed approximately one year of experience with GoAnywhere MFT.
In my organization, we have two or three products that work primarily with managed file transfer protocol, similar to GoAnywhere MFT. When I compare GoAnywhere MFT with those other products, I would say that GoAnywhere MFT is a very simple and very reliable product for my customers who are already using it. Since my customers are not technical, they want a very simple and convenient interface for use. There are other products in the market that we also use, but I would rate GoAnywhere MFT as an eight out of ten when compared to others.
We primarily use HTTPS and SFTP protocols. We mainly use SFTP because our customers use HTTPS, SFTP, and FTPS. They are using those three protocols and my workflows and work are conducted within these protocols only.
What is most valuable?
I have spent mostly one year of experience with GoAnywhere MFT, primarily in automation. Automation is what I appreciate most because we have approximately 20 to 30 customers who rely on automation since they prefer not to perform manual work. The automation capabilities in GoAnywhere MFT have made a significant difference for our customers.
In my organization, we have two or three products that work primarily with managed file transfer protocol, similar to GoAnywhere MFT. When I compare GoAnywhere MFT with those other products, I would say that GoAnywhere MFT is a very simple and very reliable product for my customers who are already using it. Since my customers are not technical, they want a very simple and convenient interface for use. There are other products in the market that we also use, but I would rate GoAnywhere MFT as an eight out of ten when compared to others.
During this one year of experience, I gained exposure to more products, including Secure Form, which behaves as a secure form in GoAnywhere MFT. Those products are also similar, but because of GoAnywhere MFT's secure form, I can say in simple terms that they are very simple and very easy to understand. Any of our customers can easily understand how to use it and how to securely form any type of information they want for their users. I can confidently say that Secure Form is also a very good feature of GoAnywhere MFT that our users are utilizing.
What needs improvement?
Recently, two or three customers, including some very valuable customers, faced a scheduler failed issue. In the past one week, they experienced issues where their schedulers failed in the evening in GoAnywhere MFT. After raising a case, approximately two weeks passed, but we did not receive a response to our email. Their response time for these types of cases is somewhat low.
Previously, GoAnywhere MFT was sold as a subscription-based product permanently. However, they recently made changes to GoAnywhere MFT to perpetual plans. We have 30 to 50 customers, and they must take a plan for a perpetual arrangement on a yearly basis. They must take a subscription for GoAnywhere MFT to use it. Previously, customers only had to make a one-time payment to use GoAnywhere MFT.
I preferred the previous deal when GoAnywhere MFT was sold as a one-time payment with permanent subscription-based access. They changed to perpetual plans, and this type of change is not appreciated by our customers. I notice this because I work in the technical department, primarily handling technical issues and tackling implementation, scheduling, automation, bug fixes, logs, and maintenance.
For how long have I used the solution?
I have been working with GoAnywhere MFT for approximately one year.
What do I think about the scalability of the solution?
Determining scalability requirements is difficult. In the initial phase, we must confirm what the customer needs. First, we must understand what the customer wants, including how many users they want to securely transfer files to. After understanding those requirements, we must think about how many MFT instances we require and how many Gateways we need to configure because load balancing is also required, as too many users can cause issues.
I can provide an example from approximately two or three days ago when one customer faced an issue. They have two MFTs and two Gateways. With two MFTs and two Gateways, they have 500 users and 5,000 automations and schedulers. What they experienced was that approximately in the evening from 3:00 to 4:00 PM, one cluster automatically restarted because of maintenance or a patch activity on the AWS machine. After that activity, their cluster one stopped, and the second one remained working. However, GoAnywhere MFT started behaving anomalously in a very strange way. Their scheduler got stuck, and they had to manually run the schedulers. Automations of schedulers were not working, and they faced this type of issue two or three days ago. I am currently working on that issue.
We fixed this issue by restarting those MFTs in parallel, after which it resolved. This was necessary because the customer is paying for the service.
How are customer service and support?
Our organization is a partner of Fortra, which is the GoAnywhere MFT product company. We are a partner of that company and we serve mostly Indian users. When customers raise any issue, case, or problem they are facing, they first contact us. After that, we raise the case to Fortra. There is a cycle we must follow for any resolution of issues they are experiencing, any feature requests, or any bugs they encounter. Because of that process, two or three days have already passed, but Fortra did not reply to us regarding why this happened and how we should remediate this in the future.
For support on small tasks, small issues, or simple queries, Fortra responds within one or two days. However, for this type of issue, they might take approximately one or two weeks. Sometimes they do not even provide us with a reply. We have to remind them about the case two or three times, and it might take three weeks.
I also have another example related to a support case issue. One of our other customers, HCL, a very large organization, faced some CVE vulnerabilities in their system. They received two vulnerabilities from their security team, and we had to check with Fortra regarding when they got fixed or whether this CVE was a type of issue they were addressing. We raised a case with Fortra, and they took approximately two months to provide a proper report for that CVE. For this type of response, our customer became very disappointed because they are paying substantial money to us and Fortra. I believe that for this type of case, Fortra should reply to us and resolve this type of case as soon as possible.
Out of 10 for support cases of this type, I would rate it as five. By comparing with others, I can say five or maybe 5.5, not more than that.
How would you rate customer service and support?
What other advice do I have?
GoAnywhere MFT is the primary product we use. We do not use GoFast. We only use GoAnywhere MFT and GoAnywhere Gateway. Most of our customers only use those two products. My overall review rating for GoAnywhere MFT is eight out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.