1

I’d just like to know what people’s perception of Unitrends support is. Good? Bad?

5 Spice ups
2

My opinion is that their support is really freaking good when comparing it to other large backup vendors support. Actually I’d say they are better than every other support that I have dealt with.

2 Spice ups
3

Just like many companies, at times you get really good support and at times you get bad support.

1 Spice up
4

I’ve had 2 tickets with them and I had phenomenal support with both of them. What I find makes things better is that you can give them the ability to get directly into the unit by opening a support tunnel for them. Instead of the back and forth of you telling them one thing and then them saying ok now do this and tell me what happens, they get into the box directly and look at it.

2 Spice ups
5

It is nice just opening a tunnel and letting them do their own thing. Do you ever worry that they could make a catastrophic mistake and what your plan would be if that should happen?

6

Yes. Ive seen the best and am now experiencing the absolute worst.

7

I don’t worry about them making a catastrophic mistake any more than I worry about me making one. They aren’t my only backups if that ever happened.

What are you experiencing that is the worst?

8

Had one call in 3 years and it was good, so can’t give any bad examples.

1 Spice up
9

I have nothing but good things to say about whenever I’ve had to reach out to their support.

1 Spice up
10

Are you currently having an issue with Unitrends, or are you experiencing a bad backup problem with another vendor and you are considering switching?

11

I’ve lost a unitrends appliance which was my worst backup failure ever but I had those backups replicated and also archived so I was never in real trouble. With a good backup plan you can have issues but not be in total deep shit.

Unitrends went above and beyond in getting me a new appliance and getting it set up again over a holiday weekend. My failure was so rare that the CTO got involved which, in my opinion, tells me that they really give a crap when their product doesn’t work. Symantec never would do that. That is why I say their support is the best.

1 Spice up
12

I have mine replicated as well off site.

13

We had all of our replicated data deleted. We also archive to another building next door but since you can only run one archive job at a time nothing can be moved offsite while our 20TB’s are being reseeded again. I do think their support is far better than any other vendor I have had to deal with.

14

Erik - Thanks for posting this question. How can we help?

15

Hey Katie, I don’t think I need any help. Support is working on it. I was just curious to see what everyone else had experienced and if my situation was just an isolated issue.

16

Erik - Thanks for clarifying. If you need anything going forward, please let me know.

17

Overall, I’d say that my support experiences with Unitrends have been better than the “industry average” (that companies like Symantec purport to uphold).

I don’t tolerate incompetence lightly, and there have been a few occasions (again, far fewer than in my dealings with ANY other vendor) that still make my blood boil to think back to them. Most of those instances are related to the support chat, and not once I have actually gotten to speak with an engineer. However, those instances have soured my experiences.

At the end of the day, Unitrends support has (mostly) been able to resolve the issue(s) I have raised within an acceptable time-frame and in a professional manner. Are they perfect? No. Are they better than the alternatives? Overwhelmingly, yes.

1 Spice up
18

Just facts:

One of my VM backups started failing, so i opened a ticket Friday. was told support would be in touch, so I waited a few hours and called back. (given that backups are failing, the issue is mildly pressing…) Was again told Someone would be in contact. Did not hear from anyone until I received an email Monday morning asking for a support tunnel.

Currently…have been on hold for 25 minutes just trying to speak to anyone at all. God only knows if they will have anyone available when they finally do pickup, whenever that may be.

In the past, it was much easier to get in contact with them. not sure what changed.

19

Peter - I’m sorry to hear that you’re having a hard time connecting with our support team. We saw an increase in the number of calls over the last few weeks with the EMEA market returning from holiday (clearly the US doesn’t do vacation right - most Europeans take at least a month off during the summer). If you’d like to message me your case number, I can see what’s happening with your specific case.

20

I was in the same boat on Thursday. When I finally got someone on the phone at 3:00 they told me I would have to wait until 9:00 am on Friday since there was no way anyone would be able to contact before 5:00pm. This was a priority 2 case dealing with my replicated data being deleted.