Technical Support

[revdark]

Good Afternoon,

I am looking at the possible purchase of a Legato Tech Support program, and am curious as to what sort of service others have received from Legato in the past.

If their online knowledge base is any indication of the level of support, I might consider using the money to purchase a parrot, and then asking the parrot. I have not been impressed with it to date, and consider it a sloppy source of knowledge, bereft of even simple courtesies like verision number.

Any opinions?

Thank you.

 

[rgzimmer]

My experience has been fairly decent with support, though I don't know what value 24/7 support would be. We paid for it, but have only needed to use it once. We have 4 hour technical response for sev 1 tickets and I was called back 1 hour later with a fix for my problem that time. That was appreciated. I still have two open tickets with them for issues that are known bugs. I just don't agree with thier determination that my Novell client servers need to be tweaked to better utilize resources. I think it's thier product that needs to be tweaked considering the time and money we've put toward streamlining my three Novell servers.

I think the product itself is just buggy as heck. My calls are replied to promptly and they usually have some type of workaround for issues I experience. Unfortunately, there are far too many workarounds that need to be done to get the product to work correctly.