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Quality of Tech Support

Longman
As a potential buyer for the Astaro product can users give me feedback on Astaro Support in regards to quality, response time and overall experience. I had a trial for 45 days and while I very much like the product I had great difficulties getting support in the pre-sales environment. My one support case still remains open with numerous promises of getting a response. I don't want to purchase a product, including maintenance, where if help is needed you can't get it.

Thanks


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  • 0
    Hi Longman,

    I've been a (happy) Astaro customer for close to three years now. We're on Gold level support and have only had only a few interactions with Astaro support directly. In my experience, Astaro's internal support has been quite good & timely in responding to issues we'd had escalated by our vendor.

    Now, Astaro provides two levels of support, Standard & Premium. Standard support is your basic level that comes with all subscription packages. First level support is done through your vendor and 2nd level is done through Astaro. Premium basically skips the Vendor and goes straight to Astaro for all support. Premium also adds up front replacement, which Gold doesn't.

    In my mind there's somewhat of a catch with asking if Astaro support is good. With Standard Support there isn't really a good answer as it goes through your vendor and every vendor is a bit different. We're happy with our current vendor but weren't so happy with our previous one, so we'd switched.
  • 0 in reply to TheDrew
    Thanks for the informative answer.
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