NetApp Cloud Insights

The support from in-house NetApp Clouds insights is very efficient and always available for any issue related to the implementation and integration of the tool. The after-sale customer support is also very good and always ready to help in case of any issue faced during the integration of different workflows and applications with the Insights portal. The related online guides and manuals are also very helpful and easily available.

Before using Cloud Insights, we quickly resolved all the issues we had by talking with the support team. The support team is eager to assist and technically well equipped. They quickly understood what we needed and helped us during the setup and the first use period so that we could adapt easily.

Cloud Insights provides a good support service. There is a lot of pre-made content (usage documentation, frequently asked questions, etc.) other than just the support you will get from a real person. I can say that everyone who works there is trying to help you as quickly and effectively as possible. They're also pretty good with their response time.

We haven't really had to use support very often for Cloud Insights except for a few issues getting new accounts created so they could log in and help manage the tool. Since it is an SaaS platform, we do not manage any of the software--so that has been great. Our sales team has provided post-sales support to help make sure that we are getting the most out of the product, and they also let us know when new features are getting added to the platform as well.

So far we have raised two high cases with them & the response was amazing from the support. They try to go beyond to help the customers. We open tickets through email most of the times

I would give a 10 out of 10 because their customer service is great. They are always available to answer my queries. My questions are easily understood by them and I get satisfactory responses. Their community is also very helpful. They can easily pinpoint the problem-causing areas in no time.

The software is very well documented, has extended blogs about releases, and documentation is available on Github (which always has a good effect on developers and/or engineers). Furthermore NetApp has a community forum site where posts can easily be viewed by 1,000 visitors each. This increases the chance of your specific issue to be solved by the community.

When I did need support because I was having problems with the solution, the first or the second line just didn't understand it. They were providing this only on a software as a service basis. Would be nice if we had a direct customer success representative who could personalize the solution with us.

I've got no problem with the customer support. They are pretty responsive to emails and most problems are solved over a little back-and-forth. I don't know if the team has ever actually needed to talk to anyone about a problem, but no phone calls have been necessary, which is a good thing.