I've never had the chance to contact technical support. The service call costs money and I would need to get permission from my director first.

I rate the technical support an eight out of ten.

My engineer dealt with the techs before, but that wasn't often. When he did deal with them, they were knowledgeable and helpful.

They were absolutely helpful. I found everyone very knowledgeable, and the ideology and everything else was fantastic. I would rate them a five out of five.

The partner that we liaised with during deployment manages any issues. We raise a ticket, push it to them, and work together on Zoom to fix it. Sometimes I handle the issues myself, but if I can't handle it, I push it to the partners. I rate the technical support an eight out of ten.

We don't reach out to technical support from AT&T AlienVault USM. We go through our third-party provider. They are the ones who we reach out for technical support. We only reach out to the MSP.

In our experience, AlienVault has good customer service. 

One of the common issues we hear about AV technical support is that it is of inconsistent and poor quality. Most of the time, the solutions rely on re-install, re-start, or a bug-fix. There are way too many components to troubleshoot. This leaves support to resort to re-install or re-start, without thorough root cause analysis.

It is pretty good. I usually don't contact their support. I usually contact their sales team. I work with their pre-sales and sales engineer and account rep.

Tech support is great. Very knowledgeable, reliable, and have resolved all problems, escalated when necessary, and handled all my cases very professionally.

Their support has been stellar, any issues that we had with trying to get it configured or trying to interpret instructions, we could just make a quick phone call and they were there to help us.

The technical support team is responsive and helpful. They communicate and they are engaged. We work with them on a daily basis and they're on it.

Eh. Our experiences have been very mixed. If you get someone who is motivated to help, expect to be good to go. Otherwise, expect the problem not to get a good priority, and it may even get dragged out to a conclusion.

Technical support has been okay. It hasn't been great. On a scale of one to 10 scale, I'd say maybe a six. It took them a long time to respond to some of our questions, and we didn't get the complete responses we were expecting. In some cases, the process took so long that the question's urgency diminished by the time we could get to an answer.

Technical support and very quick to respond and follow up well on issues.

It has very good customer service. I have opened about five cases. They were ones which I did not have time to search or could not find information on the support website.

Customer Service:

I give customer service five stars, they are always available and very helpful.

Technical Support:

Technical support gets 4 1/2 stars. Like any support, it varies on the person that gets your ticket.

We have an account manager located in the UK who helps in getting the right technical person for emergencies. There is standard technical support through tickets. In general, they are pretty quick to respond and some of the enhancements are handled by their backend team for feature enrichment. 

We don't deal with the support team for AT&T AlienVault USM, in terms of big issues, but in terms of them answering a question, or giving information about design specs, their response is good. Their response is correct, so we have no problem with the support for this solution.

From one to five, where one is bad and five is good, I'm rating their support a four.

Technical support has always been quite good. With the product itself, we haven't personally had any issues. However, a lot of times our customers or engineers contact AlienVault support with a request to help to start a new correlation rule, integration, or other issues. When that happens, support always answers and gives them all the details they need.

I have not been in touch with their technical support. I deal with the technical account manager. When I read up the information and there is something that I'm not sure about, I check my resources and see what's available online. If none of the available resources are helpful, I reach out to my account manager who then puts me in touch with the technical team. I presume that if we encounter any issues in deployment, it would be based on a customer's demography or the setup.

Technical support is extremely reliable. We've very satisfied with the level of service we receive. They are always knowledgeable, helpful, and responsive.

Tech support is very good. They usually respond very quickly.

Their support has been good. I've always had good interactions with them.

Technical support is very helpful. They know their product. The one person I used was very responsive. He actually called me, checked in with me, to make sure the issue we did once have was fixed, and that I was satisfied. I really appreciated his perseverance.

It would help if they knew more about different network hardware. I realize that there are so many different types that it is next to impossible to know all network equipment and its compatibility with their product.

They quickly respond on what you need, not on what they know.

AV support has never been anything less than amazing.

Very high. Any issues I've had they've been quick to answer and help.

Their support is wonderful. I've had a couple of questions and had them answered very quickly.

Customer Service:

I have enjoyed working with the client support folks. I have had really good experiences with them even having them help with plugins when they weren't working.

Technical Support:

Very good.

We have had several tickets open with AV and they are prompt in their service time.

Technical support is prompt in acknowledging your needs and reply with a message that a service technician will be with you shortly. They make every attempt possible to work with your schedule.

Customer service is excellent! Always very responsive.

Technical support is excellent! Always very responsive.

I would rate their technical support at nine out of 10.

Customer Service:

Customer service is very good.

Technical Support:

Technical support is very good. They have always been prompt to address an issue and stuck with it until resolution.

Tech support has been a bit slow lately, and the level-1 techs do not have all the power they should have.

Customer support is excellent. Support has been good for simple config issues and for alert questions. They have a great forum base as well as live support.

I would rate technical support as very good.

The customer service is excellent, we have quick and knowledgeable help on all our calls.

The support team is also excellent with very knowledgeable engineers.

The tech support guys have been very friendly and helped as soon as there has been any issue. I cannot fault their technical support.

Technical support is always helpful and responsive. They do care about their customers.

Customer Service:

This is an area that could be improved.

Technical Support:

This is an area that could be improved. However, once you get a knowledgeable tech support person, they are good to work with.

Customer Service:

I would rate customer service an 8/10. I've received calls from customer service a few times a month and it gets a little overbearing, especially when you are busy, as IT professionals are.

Technical Support:

I would rate technical support a 9/10.

Customer service is 8/10.

Technical support is 9/10. Engineers are very knowledgeable about their product!

10/10

Customer service can be a great help depending on the kind of project. They are very reactive for commercial offers.

Technical support is good and reactive but you should also pass the training to have better knowledge of the solution.

High (seldom used).

4/10 - they need to provide faster responses to emails.

Technical support is slow to respond when we put in a ticket. We're a number. 

10/10 - the AlienVault team is great, and the community is very active.

When issues arise and the going gets tough, you can contact AlienVault directly via phone, email or web. Support is covered via the license and in our experience the technical guys (and girls) know their stuff. Real serious problems are solved via a remote VPN connection (build in the software), and the product has really improved regarding stability.

They have amazing customer service. AlienVault Support takes care of all of my issues that come up.

I would give technical support a rating of 10 out of 10.

Customer service is available 8 to 5 EDT. In emergency cases, it is difficult to reach them. Response-wise, it is good. I would give customer service a rating of 7/10.

I would give technical support a rating of 7/10.

Good. Initial help with deployment was excellent, and the facility to create a tunnel for tech support personnel to troubleshoot system is very useful.

Excellent! Every time I have had an issue, the customer and technical support has been outstanding. The support desk is always very helpful, and goes out of their way to make sure the issues are resolved whenever possible.

The AlienVault Technical support is good and has helped out several time with some really specific configurations in our environment.

We provide technical support for our clients.

Their support is good and their response time is prompt.

I would rate them as very knowledgeable.

5 Stars

We have not used the technical support but we have clear documentation that we use.

Good. They have technically fluent engineers there.

The service was excellent and always showing excellent treatment and availability.

The service is excellent the support requested really is quick and very efficient

I would rate customer service as excellent.

I would rate technical support as excellent.

Excellent, every contact with customer services, support, and training has been superb.

Excellent - very good, comprehensive, and knowledgeable staff.

Seven out of 10.

Seven out of 10. First level of support is hit and miss, but higher level support technicians are great.

All interactions with customer service and technical support have been great. The engineering group is based in Spain and occasionally you may have timing issues with their team and yourself.

The customer support has not been very helpful when issues arise.

Customer Service:

Excellent. Customer service was very responsive.

Technical Support:

Excellent. Support was very responsive.

Very good.

Very good.

There is excellent customer service and we have never had a complaint.

Technical support has a very knowledgeable support staff. Everyone we have worked with has really displayed great knowledge of this product.

All of the bug reports have been sent to AlienVault and have been handled with skill. At least once we got to talk to their experts who worked with us to debug the cases in our environment.

I've not had to contact them yet.

Customer service is excellent, very responsive, and they know their product.

Technical support is excellent so far.

Customer Service:

Seven out of ten.

Technical Support:

Seven out of ten.

I would give customer service a rating of four out of five.

I would give technical support a rating of four out of five.

Some people are excellent, and others not so much. They also seem to sometimes have conflicting information. I often rely more on the community for answers than I do on support, depending on the issue.

Excellent.

We had problems with the MySQL database, but the technical support is very helpful. I'd give them a 9/10.

Customer Service:

I would rate customer service as a nine out of 10.

Technical Support:

I would rate technical support as a nine out of 10.

10/10

Customer Service:

The customer service department is very responsive to questions.

Technical Support:

The technical support team is very knowledgeable. It is helpful that they are able to have remote support sessions to review the problem.

Excellent.

We received average support. As observed, the support engineers take a long time for issue resolution.

Customer service is 7 out of 10.

Technical support is 10 out of 10.

They're very good.

7/10

Impressive.

Great.

10, they have great customer Service

10

Technical support is very good from their side.

ATT AlienVault USM support is very good, they respond quickly to our needs.