HDS led the group with a 5.76. Vendors received the highest scores for "The vendor provides support as contractually specified," which suggests that expectation levels related to support are fairly well defined by vendors and understood by users.
However, responses to questions in the rest of the category indicate that users aren't entirely pleased with support beyond what was contractually agreed upon. For example, the overall average scores for support issues requiring escalation and resolving problems in a timely manner were on the low side at 5.16 and 5.32, respectively. The quality and bureaucracy of tech support is also a point of contention as is supporting documentation.
Diogenes Labs and Storage congratulate HDS as the winner of the Quality Awards for enterprise-class storage arrays, and thank the hundreds of users who took the time to thoughtfully respond to our survey. If you have any suggestions for future surveys please contact us at editor@searchstorage.com. When you register for SearchStorage.com, you’ll also receive targeted emails from my team of award-winning editorial writers. Our goal is to keep you informed on the hottest topics, the latest news and the biggest challenges you face as a storage professional today.
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