I've been working closely with Netbackup support for two years now and you
might say they still need to work on customer satisfaction. They still have
problems with the 1-hour turnaround for support calls. I still see problems
with follow up after a case is dormant for a period of time.
However, I'm happy to say they are improving (sometimes not fast enough).
Also, when I've had serious down time in the past the senior support staff
can usually figure out the problem (the more experience you have helps too).
As long as you track your case's closely and know your escalation options
within the Veritas support organization you shouldn't have any problems. If
you feel your not making progress on any case, ESCALATE. If you have
questions about your options with support you should make sure that support
management or sales addresses your concerns before you pay for a support
contract. Your sales rep should be able to put you in contact with the right
people at support (if not find another veritas sales rep).
I hope this helps.
Thanks,
Craig Everett
Systems Engineer
Intuit INC.
San Diego
-----Original Message-----
From: Joshua Fielden [mailto:jfielden AT excitecorp DOT com]
Sent: Thursday, September 14, 2000 9:42 AM
To: Jeanea Fishback
Cc: Veritas-bu maillist (E-mail)
Subject: Re: [Veritas-bu] Veritas Support
We just left Legato for the sole reason that their support caused us to lose
33 days of business-critical and unreplacable data over 3 months, and were
not becoming more useful with time. We have only opened a few cases for
NetBackup, but the cases we have are with the same level of support we have
come to expect with VxFS and VxVM products, which we have opened many cases
on. All-in-all, we are considering it a positive switch.
JF
On Thu, Sep 14, 2000 at 11:00:04AM -0400, Jeanea Fishback filled up my inbox
with:
>
> Hi,
>
> Our company currently uses Legato Networker for
> Backups. We are very frustrated with our Sales and
> Support Team with Legato.
>
> We are evaluating Veritas as our new Backup
> Strategy. I was wonder how anyone feels about
> the support with Veritas? This information
> would be appreciated.
>
> Thanks,
> Jeanea Fishback
> SDRC
Content-Description: Card for Jeanea Fishback
--
a man said to the universe: "sir, i exist!" "however," replied the universe,
"the fact has not created in me a sense of obligation."
Joshua Fielden, Senior Systems Administrator and Backups Team Lead
eXcite@Home, Inc. jfielden AT excitecorp DOT com 650-556-3316
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