It's Better Than Its Competitors
December 11, 2024

It's Better Than Its Competitors

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Horizon Standard Plus

Overall Satisfaction with Omnissa Horizon

We use Omnissa Horizon for our VDI infrastructure. It allows end users to both remotely connect to their physical PCs and to also connect to VMs from on and offsite all without the use of VPNs or anything special besides the Omnissa Horizon client or even just a web browser. It works with MFA for security and is easy to setup.

Pros

  • Allows access to download owned products.
  • Makes managing and accessing our licenses easy.
  • Opening a support ticket is relatively easy.

Cons

  • In my experience, Support is non-existent. I've had tickets closed w/o any replies and while the problem still existed.
  • In my experience, their website for documentation, FAQs, etc. is full of dead links that still point to VMware sites.
  • Configuration of all facets of the software are in multiple places. For example, some things are controlled via Group Policy, some still use INI or cfg files, and some can only be set within the software itself.
  • In my opinion, when it works, it works great and allows users to connect from anywhere.
  • I think it is a very fragile piece of infrastructure and can stop working w/o any real reason.
  • In my experience, getting support, especially when your environment is down, is very difficult.
In my experience, once you figure out how to administer the product, it is semi-reliable, but the product's documentation skims most subjects and I've had cases where their documentation contradicts itself between different KBs.
We used XenServer initially for a few years, but (at the time) licensing for Omnissa Horizon was easier and the product was more reliable.
We only used Hyper-V in a very limited test environment, so it's difficult to compare w/ Omnissa Horizon.

Do you think Omnissa Horizon delivers good value for the price?

No

Are you happy with Omnissa Horizon's feature set?

No

Did Omnissa Horizon live up to sales and marketing promises?

No

Did implementation of Omnissa Horizon go as expected?

Yes

Would you buy Omnissa Horizon again?

Yes

I think Omnissa Horizon is better than some of its competitors such as Citrix, but it has much room for improvement.
In my experience, since their acquisition of Omnissa Horizon things have been a bit shaky and no real updates or new versions have been released in quite some time, which was something VMware did more regularly.
Support for the latest version of Windows 11 (24H2), although listed on their site as supported, does not exist.

Omnissa Horizon Support

I've had tickets open for months and have wound up finding a solution myself. I've had tickets closed w/o them being resolved and/or w/o receiving any response from the tech who was working on the case. In my experience, most of the time their support just uses stalling tactics such as repeatedly asking for the same logs to be uploaded to them.
ProsCons
Kept well informed
Quick Initial Response
Slow Resolution
Poor followup
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Yes, because our environment supports thousands of users and if we have an outage it affects the majority of those users. Purchasing premium support/a support contract gives peace of mind knowing that if something were to happen, support is a supposed phone call away.
In practice, this hasn't always been the case for us, though.
Yes - No, when I've found bugs or other problems with the software, I've opened tickets and been told engineers are working on it, but either it takes months to get a solution or I don't receive a solution at all. I realize it's been a transition period for Omnissa after acquiring Horizon recently, so maybe things will improve.
There was a time where I'd had a ticket open for nearly a year and had actually solved the problem myself, but eventually their support team organized a call w/ their engineers and they were very knowledge and friendly.

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