Storage Management Strategies for the CIO
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Technical support
None of our surveys has revealed significant differentiators among vendors based on technical support. In 2006, HDS, HP and EMC all maintained scores above 5.30 (see "Technical
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support," at right). IBM and Sun, however, slid to 5.08 and 4.81, respectively. For the statement "Support personnel are knowledgeable," respondents awarded HDS a 5.61 and HP a 5.53. When we posed the statement "Vendor takes responsibility for the problem," scores ranged from a 5.68 for HDS down to a 4.72 for Sun.
"The fact that we don't have to worry about a disk going out or something happening helps us sleep at night," says Brown-Forman's Greenleaf about his experiences with EMC's technical support. But Tony Bergen, manager of server technologies for The North West Company Inc., a Winnipeg, Manitoba-based food and merchandise retailer, had a completely different experience with support for his IBM Shark. He says local IBM support staff "didn't seem to be the sharpest knives in the drawer."
This was first published in September 2006
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