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IT Manager at a agriculture with 1,001-5,000 employees
Real User
Top 20
Good features with an easy initial setup but technical support is slow
Pros and Cons
  • "It performed great originally, and when it performed great, it was awesome."
  • "Technical support is bad. It'd grade them at 30% or 40%. The response time is terrible."

What is our primary use case?

We used the solution basically for all operations. We got our ERP, Citrix, email (there was about a two wall to 18 terabytes with email), et cetera, that we had on the hybrid and we had our ERP system, which demands performance. We had that on the solution's all-flash.

How has it helped my organization?

It improved a lot of our processes and especially our ERP. Our reports were taking from six to eight hours to do. Once we got this solution in there, we were able to get the reporting down from eight hours to under 20 minutes. Ultimately, we were able to deploy to get the reports in under five minutes, which was a huge accomplishment.

What is most valuable?

There were some good features. It did provide the call home, which was a great feature when it worked. 

It performed great originally, and when it performed great, it was awesome. 

The initial setup was fine.

What needs improvement?

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.

For how long have I used the solution?

I've used the solution for five years.

What do I think about the stability of the solution?

The solution as it is right now is not very stable. The stability seems to have eroded. It's gotten to the point we are concerned about crashes.

What do I think about the scalability of the solution?

The scaling is okay. We can scale it up, however, the problem with our scaling is how do you scale up something that, when it was sold to us, was already on the way out at an end of life. Therefore, while we can scale up, we're going to scale up an unsupported product. 

Their approach is "Hey, listen, let's just buy a new product. And then you scale of the new product even better." 

With the scalability of the product when I purchased it, I was able to add four flash arrays, and we could add four hybrid storage drives.

We have 300 to 400 people on the solution currently.

How are customer service and technical support?

When we first got the product, support was amazing, however, that is no longer the case. 

Technical support is bad. It'd grade them at 30% or 40%. The response time is terrible. I had a major issue with things that were not working. I'd asked them for an ETA and they would make it more about them than us. It would be more than six hours before anybody would get back to me. That was unacceptable, especially when it's slow when it doesn't take it all the way down, yet slows everything down to the point where it's not working. While we're down they're treating the situation as not important enough to do a response time within an hour. I just find that unacceptable.

Which solution did I use previously and why did I switch?

We're using HP. We moved over due to the fact that the product was declining, and we could get much better support and reporting elsewhere. 

How was the initial setup?

The setup was pretty straightforward, however, when we received this version, we had a lot of problems. They had to replace the controller at least twice within the first three months. The guys did a great job, however, we might have gotten a bad batch of controllers, as we seemed to have many problems within the first six months.

The deployment was fast and on the first day, it was up and running, ready for our support.

We have two people that handle maintenance. It's pretty easy to take care of and they've found it easy to learn. They are network systems admins. They are just junior admins and they are able to handle everything with no problem.

What about the implementation team?

We did the integration and installation in conjunction with an Intelliflash support engineer. They're good. They're above average. Originally, when Intelliflash was Tegile, the support engineers were knowledgeable of whatever they ran, and they had the patience to assist and were very helpful.

What's my experience with pricing, setup cost, and licensing?

I'm not sure of the exact pricing. Over three years, the support might have been in the ballpark of $15,000. We bought the solution itself outright.

Which other solutions did I evaluate?

Before we purchased this product, we were actually going to go with the HP brand called Nimble. We're familiar with the all-flash array technology. This solution was a good fit when it first came out. However, some of the politics and the management of the system that can support it are no longer there.

What other advice do I have?

We are a customer and an end-user.

The solution is now out of support, however, we were using the most recent version of the product.

I tell my guys when they're looking for a solution, is focus on the technology, of course, and focus on the SLA and the response time. The difference between what I have now and the current solution is the response time. If I made a call now, in less than 10 minutes we get a level three engineer. That's important. As much as I have great IT sys admins and they can resolve anything, sometimes it's just about being able to call at any time and have somebody there that knows what he's talking about and is able to help us from a level three perspective.

I'd rate the solution at a seven. It's a good product, however, their technical support is very bad.

Which deployment model are you using for this solution?

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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