Summary
In a study assessing 11 OEM hardware support providers, Pure Storage has been named a Leader in the IDC MarketScape: Worldwide Hardware Support Services 2025 Vendor Assessment.
I’ve spent my career in customer experience and technical services and support, and one thing has never changed: when your business is on the line, you need answers—swiftly, clearly, and without friction. Around the world, leaders are asking technology to do more with less—power innovation, harden resilience, and reduce operational drag. That mandate doesn’t get met without world‑class technical services and support. I’m proud to share that Pure Storage has been recognized as a Leader in the IDC MarketScape: Worldwide Hardware Support Services 2025 Vendor Assessment.
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.
Pure Storage has made great investments in technology to be truly proactive and predictive through being connected. Our services portfolio is efficient and easily digestible; partners and clients know exactly what to expect. Low touch and operationally efficient capabilities streamline the support process.
We believe the IDC MarketScape reinforces what we hear every day in boardrooms and NOCs alike: organizations prize technical expertise, clear communication, and proactive engagement from their support partners. Top priorities include:
- Skilled support for the software‑defined layer (hypervisors, operating systems).
- Upgrades and patches without downtime.
- Preventative services that identify and resolve issues before they disrupt environments.
In my experience, these priorities map directly to how we built the Pure Storage services support experience: early detection via Pure1, rapid escalation when it matters, and minimal operational friction so your teams stay focused on innovation—not incidents. At the core of our model, Pure1 continuously monitors connected systems and securely transmits logs roughly every 30 seconds, giving our engineers near‑real‑time visibility to spot anomalies sooner, recognize patterns faster, and troubleshoot with context. When something pops, automated alerts trigger swift action, backed by a deep diagnostic history that speeds time‑to‑resolution and sharpens root‑cause accuracy. We believe the result is exactly what the IDC MarketScape shows customers value most: stronger performance, faster issue resolution, and more time for strategic work—not reactive firefighting. That’s what great support should feel like—low drama, high trust, and no handoffs.
We’ll keep raising the bar on what world‑class customer experience means—combining the intelligence of Pure1 with the human expertise and accountability that define the Pure Storage customer experience in every region we serve. And thank you to our customers for continuing to rank us among the best with a world‑class NPS—your trust drives us to raise the bar every day.
Support that Delivers
IDC’s 2025 assessment reveals how Pure Storage outperforms competitors across service quality, responsiveness, and outcomes.
