OpenText ALM / Quality Center Customer Service and Support
MR
Manoj Ray
Quality Lead at Vodafone
I would rate our Qatar technical support as 10 out of 10. Our technical support person is always available to help us. We are very thankful for the service and support. The communication is excellent. However, when we have an issue, e.g., an application is not working, having error, or we are raising a ticket, it takes time to resolve. This should be improved.
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Robertino Catalin Ionescu
Department Manager of Testing Automation Centre at a energy/utilities company with 10,001+ employees
I have contacted the support a few times over the years of using the solution. The support could improve by having more training. I had a difficult time working with their team. The problem the support had was they were not familiar with the things I implemented and the connectors used.
View full review »LV
Leon Van Niekerk
Head of Testing at Pick n Pay
I would rate their technical support a nine out of ten.
Their support is quite good. There will always be room for improvement. I also know the local Micro Focus support in South Africa so it's easy for us to pick up the phone and phone the local support or the engineers in South Africa. The only room for improvement will be if you log a call and it's in a different time zone, sometimes there's a delay over three or four hours, but that's literally the only negative about it.
View full review »Buyer's Guide
OpenText ALM / Quality Center
April 2024
Learn what your peers think about OpenText ALM / Quality Center. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,415 professionals have used our research since 2012.
BJ
BRIANJOHNSON2
Program Test Manager at B and H Designs
The support of Micro Focus ALM Quality Center is good.
View full review »
Saket Pandey
Product Manager at a hospitality company with 51-200 employees
We had to involve their support team whenever we had problems bifurcating data. The team was always there to help.
View full review »LG
Lisa Gordon
IS Director, ERP PTP Solution Architecture at a healthcare company with 10,001+ employees
We have a light maintenance agreement with Micro Focus for the application, but it's primarily for our e-signature capability because that was custom code and we really haven't had any tickets against it, maybe once a year. And we have a certain amount of hours that were allotted. We actually use that for enhancements to our workflows, they help us build that out. We haven't really had any direct needs to go back to Micro Focus for support.
It's a quick turnaround. They have remote access to our environment, they've changed over points of contact on who our support person is seamlessly over the years. They notify us. They let us know and they send us monthly reports on any activity that usually is zeros for them. But when we have needed them, it's a quick turnaround. We've been satisfied.
View full review »
Paul Grossman
Lead QA Engineer at Guaranteed Rate
Orasi's technical support is an A+.
HPE's direct technical support is okay.
Having an issue getting UFT to work with your technology stack? Some versions of QTP used to include an oft overlooked document called the Product Availability Matrix (aka the PAM) telling users exactly which Technology version worked with HP's UFT tool versions. Unfortunately, due to a inexplicable "horse-and-cart" decision, HP has chosen to remove this document from UFT 14.0 install and provide access to it only AFTER users have purchased the product. So I have to buy it to learn how to make it work with my technology stack? Wait, what?
View full review »
AravindKumar
Senior Test Architect at a computer software company with 1,001-5,000 employees
Most of the time, the technical support for Micro Focus ALM Quality Center was excellent. I only recalled a few times when it wasn't so great. I'd rate support as seven out of ten.
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Mohana Bommena
Test Manager at a comms service provider with 11-50 employees
The customer support team are good. They used remote access to my PC to resolve an issue.
VC
VenkatChinta
Camera Software Engineer at L Soft Corp
Tech support handled most of the issues handled well, but not where there is a problem. Whenever we buy a product from Micro Focus we usually buy from Micro Focus directly. Or there are second sellers and we can buy from them, and they give you support. Whenever we have a problem, Micro Focus is very good at support. We log a ticket and they support it.
View full review »
Don Ingerson
QA Automation Engineer at Global Fortune 500 Company
it_user669378
Vice President - Test Management Lead at DBS Bank
The technical support has been deteriorating since the Mercury days. I would give technical support a rating of six out of 10.
View full review »it_user468120
QA Program Manager-Quality Assurance at NBC Universal
I don't use technical support because I have a tool administrator. He's the one who deals with the technical support. For him, I act as a user of an ALM, and if I have any issues, I go to him and he'll talk to technical support.
View full review »AS
ANGAD SHUKLA
Data Insights & Analytics Solution Architect at BT - British Telecom
The technical support from Micro Focus ALM Quality Center is good, they are responsive.
I rate the technical support from Micro Focus ALM Quality Center a four out of five.
View full review »AY
Ashish Yelkar
Managing Partner at Verve Square Technologies
The technical support is nice. At times, we have needed to wait. However, this is understandable for a few of the issues as they sometimes can be tricky. I would rate the support function as above average.
The turnaround time varies with the issue, but they're decent enough. The average time is two days. They provide us local support.
View full review »IM
Ira Mayer
Senior SW Quality Manager at a tech services company with 1,001-5,000 employees
I don't work with the support of the Quality Center.
I haven't had a lot of contact with Micro Focus to know what they are doing.
View full review »SR
Sanjeev Ranjan
Tools Architect at S2 Integrators
The technical support is average. We aren't unhappy with them. However, we don't find them to be exceptional. The quality of the response could be better. It's the first level of response that's the issue. They don't dig deep. They might read your something or ask questions unrelated to the underlying issues. They need people with good product knowledge even at level one support.
View full review »WJ
WilsonJose
Test Advisory, Management & Implementation at a energy/utilities company with 51-200 employees
Currently we don't have any technical concerns on the ALM side, so no improvement needed support-wise.
View full review »MC
Mark Chase
Test Management Architect at a insurance company with 1,001-5,000 employees
I think like every company, they're changing the landscape. Support, in my experience, has been pretty good. There are always challenges based upon the routing/tier structure of who gets the issue first, how it gets routed, how it gets filtered down to the specific expertise that you need. That depends on your acumen as far as knowing your tooling, knowing your approach, what that's going to be.
Somebody who is very savvy, will obviously have frustrations coming into a tier-one support desk. Who they really need to go talk to at the end of the day may be somebody, and it will vary by company, like a tier-three, real low-level, very experienced resource support tech who fixes those issues. So it's going to vary based upon the customer's competency versus how they are routed through a support desk.
it_user570888
Business Systems Consultant at Wells Fargo
I've seen a lot of improvement over the years, from tech support. We are premier customers, or whatever the newest term is. We do meet biweekly with them and when we have an issue, we can escalate it and we get very fast response times.
View full review »BW
Belgin Wolard
Sr. Test Automation Engineer with 201-500 employees
In terms of technical support, I usually get solutions to my issues. I did not have any issues to call technical support for a long time.
View full review »it_user487383
Senior Systems Engineer at a financial services firm with 1,001-5,000 employees
Premium support is great, but before that when we just had general support, it was not all that great. We had issues with trying to get support to call us back on tickets and turnaround time on resolution.
View full review »it_user299589
Software Automation Engineer at a financial services firm with 10,001+ employees
HP Quality Center is not a new product and has been out in the market for quite some time so there are plenty of online support and help that can be found. Quality Center forums can be found for almost any issues that can come up anytime.
View full review »FK
reviewer1644000
Executive Vice President at a financial services firm with 10,001+ employees
This is a product acquired from HPE. Before this, we were not satisfied with technical support. Micro Focus seems to be trying to improve their support quality, but we haven't seen it yet.
View full review »ST
Shinu Thulaseedharan
IT Quality and Architecture Senior Manager at a comms service provider with 10,001+ employees
If we request any kind of support, they are always there to help. They are very good.
View full review »it_user79980
QA Expert at a tech consulting company with 51-200 employees
Technical support has gotten better than it was a few years ago, but Tier-1 seems to just go through the motions of asking questions I've already answered.
View full review »it_user671403
Team Manager at a financial services firm with 10,001+ employees
For such an experienced team as my mine, who have been working with the product for more than ten years, it is not that easy dealing with technical support. They often do not have the knowledge that we have. It takes a while to train them so they understand what our issues are and we have to connect to second or third level support.
View full review »it_user671382
Test Process Manager at a construction company with 10,001+ employees
I have not used technical support myself, but Tieto is actually doing that in an effort to improve their own framework and initiate a closer relationship with HPE.
View full review »it_user458409
Test Community Manager at Orange
I'm disappointed with the support as they're not reactive enough. They don't know the product very well, and to have things changed we need to access R&D directly and then things move. Otherwise, it's kind of difficult.
View full review »PA
reviewer1949529
Head of Testing - Warehouse Solutions at a financial services firm with 10,001+ employees
We have had a poor experience with customer service and support, and sometimes, we do not get responses from them.
View full review »
Anouar RAID
Senior SAP Functional Consultant at YAAS IT
I don't deal directly with external support. I'm dealing with internal support, so I can't rank the technical support for Micro Focus ALM Quality Center. I don't deal with their support directly.
View full review »it_user739545
VP lead software engineering at a financial services firm with 10,001+ employees
I would give them a high score as they do a pretty good job.
View full review »it_user638460
Account Director at a comms service provider with 5,001-10,000 employees
The level of technical support is very good.
View full review »it_user326448
Technical Test Analyst and Automation Engineer at Unum
Technical support is good. We've had to get quite deep down in some incidents, so we've actually managed to get through to third level support and speak to the developers. At that point, you're both talking the same language. They can understand your issues and you get good resolution if it gets to that level.
View full review »DG
David Gorecki
Senior Specialist - Quality Engineer at a financial services firm with 201-500 employees
I have never had to use them because we have an in-house group that manages many of our issues. I don't know what their interactions have been with Micro Focus, but I have personally had never reached out to them.
View full review »SF
reviewer1444647
Sr. Manager - SAP Authorization & Complaince at a pharma/biotech company with 1,001-5,000 employees
Our license was procured through SAP. It was indirectly purchased, so it is very difficult to contact the technical team. We have to go through SAP to get feedback on our issues. Support is difficult, not very friendly, just because we have an indirect relationship with Micro Focus.
DP
reviewer960990
Tool Administrator at a non-profit with 10,001+ employees
Regarding technical support, one word comes to mind: terrible.
I don't expect everybody to know everything, but there have been instances when I had to tell them the answer and they'll tell it back to me; however, of course, there are some knowledgeable people working there too. Sometimes it's very good, sometimes it's very bad — there is no in-between.
View full review »it_user739560
Senior manager IT at a transportation company
We've used it multiple times. One of the reasons is the SAP tab. There is this plug-in that connects with SAP, and whenever we do an upgrade or something we need to test with the SAP tab, and the software has been very helpful in doing that.
I already know the response that we get from support. We have a dedicated CSO who engages whenever we need something, when we sat we need this report, we need that data, then he will definitely immediately give us that.
View full review »it_user671364
Head of Department Testing at a tech services company with 10,001+ employees
We have used HP technical support for resolving cases and we also asked help from Presales in HP Russia. These guys resolved our problems and helped us to install ALM Octane in our environment.
View full review »it_user567597
Vice President, IT Application Services at a insurance company with 10,001+ employees
Other than professional services, we haven't used any technical support.
View full review »
Tomas Hald
Consultant at IT Hald Redo AB
Support wasn't too helpful when we had to do an upgrade. The website is complex, and it's difficult to get answers. You can look online, and that ends up being more efficient than actually trying to find answers is Micros Focus.
We had issues finding support.
View full review »JR
reviewer1625010
Software Engineer
We have a contractor who supports us. The company's technical support, and it all goes through them. They are the middleman to us. They are on our site, and they run it.
View full review »CG
Caroline Gitonga
Presales Consultant at Oracle
Customer Service:
Very responsive, though we haven't needed a lot of support.
Technical Support:
Technical Support has been helpful.
View full review »it_user739584
QA Manager at a individual & family service
Our experience with the HPE support was not great. We have not used Micro Focus yet. Based on that, we switch to a consulting firm, Melillo, for the support because we were not getting direct answer from the HPE support, therefore we switched because of that. Now, we get a better service. Hopefully, with Micro Focus, it will be better.
View full review »it_user470463
Quality Assurance Software Management at a healthcare company with 10,001+ employees
I haven't used tech support because we have a couple of different layers within the business unit. So I have people that I can go to, and then those people go to tech support. So it is utilized on a different level, just not by me.
View full review »it_user377415
Sr Consultant at a tech services company with 10,001+ employees
it_user678
QA Expert at a insurance company with 10,001+ employees
On the lower end.
I have a lot of trouble getting to useful information – on the HP site, and with their technical support. Though I’m far removed from interacting with HP support directly now (at one point I was on the local support team for HPE QC, but now I’m just a user within my company).
View full review »it_user704238
Process Architect at a aerospace/defense firm with 10,001+ employees
Customer Service:
Customer service was adequate.
Technical Support:Technical support was adequate
View full review »it_user485034
Software QA Lead at a healthcare company with 10,001+ employees
Customer Service:
A+
Technical Support:Our biggest issue was in the switch over from HP Inc. to HPE. I think we had some trouble getting in touch with higher level support so we spent a lot of time going through basic support where the people that work with the tools have a lot of experience with the tools. We think that it would be better if we could bypass the lowest levels of support on some issues. I can understand the process that we usually have to go through but more recently our reps have been helpful in getting us to the people that we need quicker so we can get a resolution.
View full review »it_user482835
Manager, Application Services - Performance Engineering at a pharma/biotech company with 5,001-10,000 employees
We haven't used technical support directly from HPE. We go through Avnet for all the technical support. They're a value added reseller partner of HPE.
View full review »it_user470478
Senior Quality Assurance Analyst at a media company with 1,001-5,000 employees
We haven't used it. I know we are going to upgrade Quality Center this year, so say maybe there will be some more possibilities for us to interact with support.
View full review »it_user469161
Micro Focus ALM/Mobile Center/UFT Administrator/Software Quality Analyst III at a healthcare company with 1,001-5,000 employees
We use an HPE partner for our support needs, but tickets do go to HPE eventually, level two, level three. We have never had an issue.
View full review »it_user360525
Senior Analyst at a financial services firm with 10,001+ employees
We have the higher level, premium support. Technical support tends to be quick and reactive to issues and we don't have any major issues with it.
View full review »it_user285057
Solution Architect at a pharma/biotech company with 10,001+ employees
it_user280944
System Analyst at a mining and metals company with 1,001-5,000 employees
JG
Jordan Gottlieb
Principal consultant qa architect at a tech vendor with 201-500 employees
I have used tech support. Mostly because I'm with a consulting company and we also support ALM. We have our own internal support organization that people can get into.
In terms of Micro Focus support, because I'm a more advanced user - I've been using this tool since version 7 - I typically don't get a whole lot from first-level support. I tend to want to go right up to second, third, or even directly with the development organization. So I'm more the outlier, edge-case kind of person compared to most customers out there.
Once I get to the people that are at the level that I know I need to deal with, they're good. I'm also dealing with the people on the other side of the ocean, working directly with people who may have actually coded ALM to begin with.
View full review »VS
Varun Srinivasa Murthy
IT Solutions Analyst at a manufacturing company with 1,001-5,000 employees
Technical Support is great and always responsive to solve the issues.
View full review »JO
John ONeill
Principle consultant at Active Data Consulting Services Pty Ltd
it_user567885
Testing Center Manager at Groupement des Mousquetaires
Technical support depends; frequently, it's not very responsive in resolving our problem, but engineers handle it too late.
View full review »it_user468291
Senior Manager Assurance Quality, Tests, and Environnements at a financial services firm with 10,001+ employees
It's good but we need to manage exactly what we need from them. Sometimes on the business side it's not clear enough. When it's not clear we don't have the results we need. The next time we need to make sure to correctly define our needs and involve them in that way.
View full review »it_user363180
Software Tools Specialist at a media company with 10,001+ employees
Customer Service:
Customer service is generally pretty good.
Technical Support:Technical support has been pretty good so far. They tend to be fairly quick to respond to us.
View full review »it_user326448
Technical Test Analyst and Automation Engineer at Unum
Customer Service:
On par with other big companies, sometimes you need to get past the front line support to get to the real answers.
Technical Support:Good, quick turnaround with ideas and solutions to try.
View full review »it_user5136
Senior Manager of eCommerce at a wholesaler/distributor with 1,001-5,000 employees
Customer Service:
As with any big company, HP support is good but costly.
Technical Support:I have not had to deal with them.
View full review »it_user742740
IT Quality Assurance Analyst at a energy/utilities company with 10,001+ employees
HPE’s technical support services are fair but leave a lot to be desired. An alternative to the direct HPE offering would be to pursue outside, well-known, thirrd-party professional support services that have extensive knowledge in HPE ALM and associated tools.
View full review »it_user740445
IT Specialist with 5,001-10,000 employees
Technical support is good.
it_user568008
Senior Director Global QA at NICE Actimize
Technical support is good. We are located in Israel, with an Israeli team, so it's easy to contact them. We have the right phone numbers and from that standpoint, it's great.
View full review »it_user484959
Director, Service Transition and Quality Management at CareFirst BlueCross BlueShield
We invest very heavily on having strong domain and subject matter expertise, so we use support less. One of the things I would love to have is a pay-per-ticket model or a pay-per-patch model. I think that when we call support, it's either a defect or enhancement. It's not just, "Hey, I need customer support," because we're not novice users. We're on the high end of maturity so we're pushing the products in the spaces that I have very much through limits and it's really getting on their solutions and enhancements team.
From that standpoint we get good interaction. There's a really long cycle time though. That's my only disappointing thing around the support is that tickets tend to age, because they're enhancements. Enhancements have a longer cycle, you have to develop it, get it in a backlog, etc.
View full review »it_user470463
Quality Assurance Software Management at a healthcare company with 10,001+ employees
I've never used tech support. We have an individual that works closely with HP. Any technical issues that comes across the team, he tends to work directly with HP to handle those.
View full review »it_user471417
IT QA Test Manager at a leisure / travel company with 1,001-5,000 employees
Not directly through HPE. We go through HPE's vendor partner, which is Checkpoint Technologies, and they provide excellent technical support.
View full review »KG
KimberlyGoodman
Consultant at a tech services company with 501-1,000 employees
Technical support so far has been great. I've found that we can tell them about an issue, and they're usually back to us within the same day with a solution. We're quite satisfied with the level of service provided. I'd rate them ten out of ten.
View full review »it_user739578
Pp at a financial services firm with 1,001-5,000 employees
The tech support is not so great so far. At least as far as the HPE tech support is concerned. Before, when it was Mercury, it was the best tech support of all time. Right now it's okay. It's doable. It could be better though.
it_user736815
Subject Matter Expert at a insurance company with 10,001+ employees
Technical support is not that great. We really need to push to get HPE support to provide a resolution for technical issues. Tech support needs to improved now, as it has deteriorated badly.
View full review »it_user568158
Software Test Manager at Almac Group
I don’t use technical support personally. We have another guy that we report issues to and he looks after those.
View full review »it_user366735
Senior Test Lead at a comms service provider with 10,001+ employees
Absolutely fine. We have contacts where if you just send them an e-mail they will ring you in 15 minutes. It's been a good relationship with the guys. Really helpful.
View full review »it_user302679
Manager - System Engineering at a comms service provider with 1,001-5,000 employees
Customer Service:
As a customer/client of a central VZ QA/ALM installation, the few times we have needed to be in direct contact with HP, they have been responsive. We had a better relationship, overall, with Mercury Software before their acquisition by HP, but that was several years ago now.
Technical Support:Most of our technical support questions are fielded by our own in-house QC ALM support team. I can't directly speak as to their relationship with HP regarding direct technical support questions. Where we've had issues with specific installations, etc., they have been quickly resolved, so the assumption, always dangerous, would be that technical support is responsive with the primary vendor.
View full review »it_user303021
Software Quality Engineer III at National Insurance Producer Registry
Customer Service:
I would rate the level of customer service very high.
Technical Support:Its very high, and once you establish the proper channels and key contacts to work with it is pretty seamless.
View full review »it_user294942
Automation Test Lead at a energy/utilities company with 5,001-10,000 employees
Customer Service:
Customer support for this product is with the vendor, not necessarily HP. After a site has been up and running a few years and all the original implementers are gone, it can take some time to even determine the vendor. My satisfaction level with vendors range from acceptable to excellent.
Technical Support:My personal satisfaction level with HP service and support website is low. I get the majority of my technical information from colleagues or third party discussion forums.
View full review »it_user104988
Senior Performance Consultant at a computer software company with 51-200 employees
Customer Service: Fair. It takes at least 2 days for support people to respond to ticket.Technical Support: Fair. It takes at least 2 days for support people to respond to ticket.
View full review »
CJ
reviewer1662489
National Solutions Architect at a computer software company with 10,001+ employees
I've not had to deal with technical support.
View full review »PG
reviewer1357974
Performance and Automation Testing Squad Lead at a financial services firm with 5,001-10,000 employees
They coordinate it for us but I do have direct access to the tech support guys. Typically, if there's an issue, I'll get on the phone and notify our customer success manager. Either we will already have raised a ticket or he'll raise one for us. Then we'll work through anything that we need to do to get things fixed so we're up and running as quickly as possible.
There have been some issues around getting any major problem that we've had resolved, although we've had very few major issues. It's just a matter of keeping at it until it's fixed. Having that CSM in place allows that to happen.
View full review »it_user349722
IT Manager of Operations at a healthcare company with 10,001+ employees
A seven out of 10.
View full review »it_user197508
Performance Test Architect and HP ALM Expert at a tech services company with 10,001+ employees
Technical support is pretty good. However, their SLAs are based on locale, timing, etc.
View full review »it_user544794
Business Systems Consultant at a financial services firm with 1,001-5,000 employees
We have HPE FlexCare. This provides for single points of contact, which is a must with a large organization.
Training is becoming an issue again with HPE technicians. That glib answer of issues being ‘fixed’ in a later release is being provided instead of true research of the issue. This is an ongoing problem we have seen working with them over the past ten years.
View full review »it_user567684
Director at Scott/Tiger - Test & Quality Management
Our customers do not generally use HPE support very often; and therefore it's a bit awkward for them to get started with it. They find it pretty difficult. That's not the worst part. The worst part is really when you finally get to someone to talk to, and then they're not qualified. So we instruct our customers, if that happens to you, you should say immediately that I want to escalate this to a duty manager, who can then take charge. It's not as bad as the time we tried to move all of our support functions to India. That was terrible. Thank God we got it back; but I don't think we are there yet. We need more qualified people to take first-line support.
View full review »it_user280062
Owner with 51-200 employees
Customer Service:
7/10 for customer service.
Technical Support:Being involved in the HP partner program for many years and involved in a certified support team, I had access to higher levels of support team members which alleviated the hurdles that may be present at the bottom level support team members.
View full review »ND
reviewer1261053
Consultor de tecnologia - QA at a consultancy with 501-1,000 employees
I used to go to the site and look for questions and solutions on the forum, but I have never asked for support from Micro Focus.
View full review »MR
reviewer1137345
Sr. Solution Architect at a tech services company with 51-200 employees
Tech support is pretty good overall. There was a time when it wasn't all that great, but it is pretty good right now. It has vastly improved over what it was probably five years ago.
View full review »AB
reviewer1074789
Test Specialist at a consultancy with self employed
It very much depends on the support engineer that you get. In the past, I've noticed that some really do not know the tool. Sometimes, I challenge first line of support or can come up with a solution faster than the support, but that's because I've also provided technical support for ALM in the past on the behalf of HPE. I know a bit more than the normal user.
Sometimes the support is very good, and sometimes it's a bit poor. E.g., if you go to the second or third of line support engineers, they really know the product. I've also worked with R&D in the past, and that goes beautifully.
View full review »SK
Sarah Kemle
IT Business Analyst at a tech company with 10,001+ employees
It is very good. We are located in Germany, and they have a service partner here. The fix given to us depends on the complexity of the problem, but usually we get answers within a day.
View full review »TM
ITManage0264
IT Manager at a insurance company with 1,001-5,000 employees
It's okay. We've had to escalate things a few times to get answers, but they have provided them in the end.
View full review »it_user335340
Systems Engineer at a tech services company with 51-200 employees
Customer Service:
They used to respond in 24 to 48 hours, now it's longer, and when compared to SpiraTest, it's not that great.
Technical Support:They used to respond in 24 to 48 hours, now it's longer, and when compared to SpiraTest, it's not that great.
View full review »it_user209856
Testing Manager at a manufacturing company with 1,001-5,000 employees
I have never had direct interaction with customer service.
View full review »it_user178239
Transition Manager with 1,001-5,000 employees
Customer Service:
Good interaction from support people.
Technical Support:Excellent. The integration with our LDAP went very smooth.
View full review »it_user128247
Sales at a comms service provider with 10,001+ employees
So far, technical support is very good because we have been using HPE products, or the earlier Mercury products, for a long time. We have a quite good collaboration with them. From that kind of background and knowing our kind of working environment and solutions, together with their technical support and help, we have been able to implement these tools in the right way the first time, without trying to invent the wheel on our side.
View full review »it_user363267
Test Manager at a energy/utilities company with 1,001-5,000 employees
We have had a bit of trouble at times and, in all fairness, sometimes we felt quite left alone. We've approached technical support with real problems and either they referred us to "well, check it on some of the Internet based forums", or "look at the FAQ", or something like that. Also, we sometimes feel left alone. In the end, it turned out that we were better off sorting ourselves on some forum instead of contacting support and opening a ticket. We're in a quite agile environment and if a support call is stuck for 6 or 8 weeks, it doesn't help us.
View full review »it_user330399
Principle Specialist at a comms service provider with 1,001-5,000 employees
Customer Service:
7/10 - it could be better, but usually it's good.
Technical Support:8/10 - the TAM and team are very good.
View full review »PT
Pankaj Thakur
System Engineer at Tata Consultancy
Micro Focus's technical support is functional and responsive.
View full review »SD
reviewer1258191
Head of SAP/ SAP Solution Architect at a tech services company with 501-1,000 employees
The technical support is not helpful. They aren't responsive or knowledgable and they don't take initiative to solve issues for clients. It can hurt the relationship we have with our clients. We're not satisfied with their level of service.
View full review »DK
reviewer1422234
Talent Acquisition Specialist at a computer software company with 10,001+ employees
Whenever I face any issue or require an item for automation, such as for integrating Excel support, I can get it in the resource library. It has a resource library where you can get all of the stuff.
I don't have any direct contact with Micro Focus support. For any issues that I face while using the product, we have a ticketing system in my company. I just need to log the ticket, and the right person will resolve it. They might be contacting Micro Focus.
View full review »SK
Sai Kiran
Sr. Architect at a tech services company with 51-200 employees
Their technical support is very helpful. They provide support 24/7 and they have resolved whatever issues have come up, on time.
View full review »it_user671376
Principal Business Analyst at a financial services firm with 1,001-5,000 employees
The technical support is pretty good. It probably depends on the support contract type you have. Our contract works pretty well as we have dedicated support engineers for our product.
They are knowledgeable and responsive. Sometimes you need a little bit more, but then HP help us to find it as they're knowledgeable troubleshooters. So we never had a problem to get issues fixed when we found that particular person. It was very effective I guess.
View full review »it_user368787
Test and Automation Lead at a financial services firm with 1,001-5,000 employees
I've not personally used technical support, but other in my company have. Some of the queries are responded to very quickly.
View full review »it_user293907
Global Technical Lead, Development Services at a manufacturing company with 1,001-5,000 employees
The support is good, however their response time could be improved.
View full review »MG
Mihai Grigorescu
Principal Consultant at Inspired Testing
The technical support aspect of the solution isn't the best. That said, I haven't met a vendor that has very good technical support.
View full review »it_user133815
Service Manager at a tech company with 501-1,000 employees
Seven out of 10.
View full review »it_user345183
Managing Director at a tech services company with 51-200 employees
I would give technical support a rating of 10/10.
View full review »it_user468276
QA Technical Lead at a consumer goods company with 1,001-5,000 employees
Good, sometimes a little slow, but overall pretty good.
View full review »it_user739587
QA Manager at a financial services firm with 10,001+ employees
Tech support has been very helpful when we've had some questions or issues. They've been very responsive.
View full review »it_user466917
Assistant Director Quality Assurance at a tech vendor with 10,001+ employees
Good.
View full review »it_user566988
Test Manager
Nine on a scale of one to 10.
View full review »IB
Ivana Buljan
Product Development Manager at a comms service provider with 1,001-5,000 employees
I used tech support once. It took a while to solve the issue, but it was solved.
View full review »it_user739542
AVP Quality Assurance at a financial services firm with 501-1,000 employees
We have definitely used tech support, and the skill level varies (this is before the Micro Focus integration). When we were trying to figure if QC SaaS can work with Windows 10, it took us three weeks before tech support finally realized that they missed a patch on their end, and it cost us three weeks of wasted time. The IT support even said, "We're waiting for you guys to get synced up on your side," before we could do anything.
Tech support has the knowledge and skill, but it's not consistent.
View full review »it_user715137
QA Analyst at a legal firm with 1,001-5,000 employees
I rarely needed any as I am an expert administrator.
View full review »it_user465633
Software Development Engineer at a tech vendor with 501-1,000 employees
Technical support is very good.
View full review »it_user567696
Executive Alliances at EOH
I am not personally responsible for technical support, but the other team would have used them.
View full review »it_user290334
Test Leader with 1,001-5,000 employees
Customer Service:
We have a specific department that deals with customer service.
Technical Support:We have a specific department that deals with technical support.
View full review »it_user277035
QA Manager and Manager Systems Test at a renewables & environment company with 501-1,000 employees
Customer Service:
Our vendor is 10/10, but HP is 7/10.
Technical Support:Our vendor is 10/10, but HP is 8/10.
View full review »it_user270912
QA Tester at a comms service provider with 1,001-5,000 employees
Customer Service:
It's 5/10 as our own resources were more useful at solving issues.
Technical Support:It's 5/10 - our own resources were more useful at solving issues due to time constraints with responses.
View full review »it_user265974
Manager at a outsourcing company with 501-1,000 employees
it_user253323
QA Manager - Test Automation with 1,001-5,000 employees
HP support is good and they are very responsive. They're not world class, but they're good.
View full review »ND
reviewer1261053
Consultor de tecnologia - QA at a consultancy with 501-1,000 employees
Technical support is a black box. It's not good. When I look into things on the site, it's very difficult to find the information and help I need. On a scale from one to ten, I'd say it is a five.
We tend to get support from offices based in America, and we are in Brazil. It's my understanding that there isn't a team here in Brazil. Central support may be in Honduras. I've only gotten through one time.
They need to do better. We aren't satisfied with the level of service or the process that has to happen before we can get help.
it_user739575
Principal engineer at a media company with 10,001+ employees
We have a SaaS solution right now. At one point, we were on-premise. When we were on-premise, we had premier support, which was phenomenal because we got immediate attention. The support that's not premier support, it is not so good.
View full review »it_user437799
Validation Office at a pharma/biotech company with 51-200 employees
The response from HPE is almost non-existent. Most of our issues were fixed by the company's R&D section.
View full review »it_user273456
Software Engineer in Test with 201-500 employees
Customer Service:
I had little to no interaction with customer service.
Technical Support:It's good.
View full review »it_user2862
VP of IT at a manufacturing company with 1,001-5,000 employees
Tech support is very, very poor. There is no coordination between product groups, you have to repeat the same information multiple times, features that are "fixed" end up breaking in the next release, and releases and upgrades do not fix problems as promised.
View full review »it_user437799
Validation Office at a pharma/biotech company with 51-200 employees
Customer Service:
The local supplier Assurity were good.
Technical Support:The local suppliers were very good, but if it was something that had to go back to HPE, forget it.
View full review »it_user166281
Test Automation Specialist with 1,001-5,000 employees
Technical support is quite good, but sometimes it depends on who you’re dealing with. Sometimes you have bad luck and get a guy who doesn't know much about it, is new, or is in training, but most of the time it’s fine.
View full review »it_user284385
Sr QA/UAT/Support Analyst at a computer software company with 51-200 employees
I have not had to work with the customer service.
View full review »it_user568668
QA at a healthcare company with 10,001+ employees
A seven out of 10.
View full review »it_user739590
Staff QA Engineer at a comms service provider with 1,001-5,000 employees
For any of the operators, the support is extremely useful. It's great, actually. They are always available on-time.
View full review »it_user568155
Software Test Manager at a pharma/biotech company with 5,001-10,000 employees
Technical support can be a bit hit and miss. Sometimes the support has been very good. At other times, the wait has been a bit long to get a response.
View full review »it_user568668
QA at a healthcare company with 10,001+ employees
it_user364170
Manager at a financial services firm with 1,001-5,000 employees
It depends on the case, but most of the time first-line support is okay, but in most cases we have to go to second-line support.
View full review »it_user208659
QA Lead at a logistics company with 1,001-5,000 employees
The technical support is prompt and understand business urgency.
View full review »it_user271344
Technical Lead at a tech services company with 10,001+ employees
Customer Service:
It's excellent.
Technical Support:It's excellent, but they don't support scripting unless it's in your PO.
View full review »it_user150219
Senior Engineer in QA at a transportation company with 501-1,000 employees
Customer Service: 8 out of 10Technical Support: 8 out of 10
View full review »
it_user285993
IT Developer at a tech services company with 51-200 employees
RS
Ravi Suvvari
Performance and Fault-tolerance Architect with 1,001-5,000 employees
NS
Nimmagadda Sudhir
Team Lead at a tech services company with 501-1,000 employees
Quick response.
View full review »it_user212025
ALM Administrator & Software QA Pro at a healthcare company with 501-1,000 employees
it_user716562
Test analyst in behalf of Alten at a insurance company with 1,001-5,000 employees
I do not know.
View full review »OO
Oluseye Oyede
Software Quality Assurance & Testing Specialist, MTN Nigeria Ltd at a tech services company with 1,001-5,000 employees
Technical support is good.
View full review »it_user568005
Senior Manager - Projects at a energy/utilities company with 1,001-5,000 employees
I haven’t used technical support, but my team has. I don't know about their experience with them, but if they were not satisfied, I would have found out about it.
View full review »it_user199773
Team Lead at a tech company with 1,001-5,000 employees
Customer Service:
Did not use it, as it was enterprise provided.
Technical Support:We have an internal technical team.
View full review »it_user70752
IT Administrator at a tech vendor with 51-200 employees
No dealings with them or the technical support
View full review »
it_user514626
Test Lead
Not good.
View full review »SC
Srinivasa Chamarty
Project Manager at a tech services company with 1,001-5,000 employees
A nine out of 10.
View full review »it_user285987
Software Engineer at a comms service provider with 10,001+ employees
it_user552447
Test Manager
On a scale of one to 10: five.
View full review »it_user715014
Senior Technical Test Analyst at a tech services company with 1,001-5,000 employees
Customer Service:
Customer service is good. They respond on time to inquiries and requests.
Technical Support:The technical guys at HPE are good and knowledgeable on the solutions provided.
View full review »it_user181566
OATS Engineer-Onsite Consultant at a energy/utilities company with 1,001-5,000 employees
Customer Service:
HPE has dedicated support with this licensed product and they were available for any queries.
Technical Support:Technical issues were resolved based on SR with HP team and the response was good.
View full review »it_user280140
Test Manager at a tech services company with 501-1,000 employees
Customer Service:
It is a very close community, and luckily there are a lot of posts.
Technical Support:I've not had any direct contact with them.
View full review »Buyer's Guide
OpenText ALM / Quality Center
April 2024
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