I was initially a skeptic, when I joined the company there were performance questions around the product and a large proportion of the company wanted to replace the Nasuni platform with alternative products. After articulating our issues and concerns about what we were seeing, the customer success team mobilised a task-force of technicians, developers and a project manager to address our concerns. It turned out the main performance issue was caused by a misconfiguration on our part - this was quickly identified and rectified by the team. In addition to the headline problem, we also did a deeper dive into our performance concerns and all of these were addressed one by one. From my many previous experiences with multiple technology suppliers, spanning many years of trouble-shooting and escalating to the deep technical resources of storage product manufacturers this told me I was dealing with one of the 'good' ones. The best measure of a product/support organisation is what they do when presented with a difficult problem. The ones you want to work with are the ones that jump into the trenches with you, take ownership of the problem, and come back to you with good technical answers and actionable solutions.

Nasuni support has varied from very good to very poor. Nasuni could not deliver all that they promised. There file locking was very problematic and they claimed other customers were not having the problems we were having. Later the confessed others were having those problems. There documentation is missing important pieces. Generally there system works for file storage. There offering has been changing so we are looking at other options.