ALM Octane Customer Service and Technical Support

ProcessO7962
Process Owner E/E Test Management at a transportation company with 10,001+ employees
In general, tech support has improved a lot in the past couple of years. Since we do have a close collaboration, it's very special being in contact with a couple of key developers, or the architects of the tool, by e-mail, so it's a very short process. I am part of a small circle of people who are allowed to email problems directly, without using any tools or going through first, second, or third-level support. We are allowed to write emails directly to the developers to discuss problems and ask for enhancement requests. But even the general process to report bugs or request changes has improved a lot during the past couple of years. They're much faster, more responsive. View full review »
Jennifer Plourde
Enabling Manager at a financial services firm with 10,001+ employees
Because we're a partner and we've been working with them for years, we'll have quick calls twice a month, at least for Octane, to talk about new enhancement requests that are coming up, providing them with feedback on the tool as we're hearing it from our project users, and to review our highest priority requests and their statuses and if they have been included in their release planning for upcoming releases. We have a pretty good dialogue going back and forth with them, so we know when to anticipate the functionality that we're looking for is going to get delivered. That helps us when we're making decisions around which upgrades to take. Tech support does a pretty good job. Sometimes it's a little frustrating because they're the Level 1 support, the helpdesk support. They often are trying to rush us to close out tickets. I understand that they've got metrics, but that part is a little bit frustrating. When we get it escalated, when we're working with their research and development or with the customer service contacts that we have, they're much more amenable to our requests. They like listening to what we need and the type of support that we're requesting. They take us pretty seriously when we escalate and have high priority issues, and they really try to get us resolutions as fast as they can. We definitely appreciate that. View full review »
Steven Tompsett
CDA Engineer at Hastings
For a company of Micro Focus' size and delivering this large of a tool, their engagement with me has been unbelievable. It has been to a point where I have never experience engagement like this from a software house. I speak to developers and architects. I speak to people who actually care about the issues that they are speaking about. I don't just get someone in a call center who is logging a ticket, and says, "Someone is looking into this." Then, the ticket disappears into the abyss for three months. It's really nice to see and have intimate feedback on your suggestions or queries. That relationship has been almost as valuable as the tool. The technical support, help desk, or service desk where you log a ticket on their service platform has the ability to turn around an issue quickly and is very reactive. I logged an issue on Monday afternoon, and within 12 hours, it was fixed. They did a deployment on Sunday, where they made changes to the history area of every ticket. Then, on the Monday, that history had vanished. We noticed the history had disappeared. The history for every single change that we had in ALM Octane was gone. I logged a ticket with them late in the afternoon on a Monday, then by 9:00 in the morning the next day, our history had been restored. Whenever they do a deployment, if we have issues, it takes them no longer than three or four days to resolve that issue and deploy a fix for us. One of the biggest strengths of the community that developed Octane is they are so willing to listen to their customers and learn, then improve the tool that they have delivered. They try and make it fit for the customers who are using it. View full review »
Timothy Leach
Senior Software Engineer with 10,001+ employees
The support is good. They have worked very well with us, in getting things addressed. I work pretty heavily with the development staff and they are quite open and easy to work with. They do try to get the solutions addressed as quickly as possible. We do have some big issues that we are struggling with, the template feature and the multi-select and the synchronizing. We were moving in a positive way to move people from the old tool to Octane until we ran into those issues. Now we're actually going backward. They got the multi-select fixed, but, unfortunately, I've got to erase some bad taste in peoples' mouths to get them to come back. View full review »
Reviewer3273
Programme Test Manager at a energy/utilities company with 1,001-5,000 employees
Tech support is okay. So far our experience with them has been positive. They're certainly quite quick to react to the initial issue. Because they've got this "follow-the-clock, follow-the-sun" support model, there have been times when we have raised a ticket and has gone over to a resolving group in South America, and there has seemed to be a time lag in getting our updates. That can be a problem but, because we're not an intensive user yet, I'm not sure if that would manifest itself a major problem. The initial response seems to be good, but sometimes the follow-up is not quite as quick as you'd like it to be. When we've asked for details, we've received details. They don't seem to hold too much back. When we've pushed them for detail, we've gotten it. View full review »
Reviewer312098
Senior Expert IT Test Service Management at a financial services firm with 1,001-5,000 employees
For this particular software, the support is very good. We have direct access with an R&D colleague from the provider. They are not only reacting to our requests but also providing some insight and tips about the tool. View full review »
Gerd Fladrich
Test Manager at a financial services firm with 1,001-5,000 employees
Tech support is very good. We are in direct contact with the guys from Tel Aviv and it's very good. We're in touch by phone, email, and we have sessions together with them. It's much better than it was with HPE, in my opinion. It could be, because we are a pilot project and one of the first here in Germany, that we have more direct contact. But this is working. I really like it. View full review »
Venu Cherukuri
Lead Solution Architect at a Consumer Goods with 10,001+ employees
The tech support is pretty solid. I've never had any problems. We start with the tech support and, if it's very technical, it sometimes goes beyond them all the way up to the R&D team. Overall, the support experience has been excellent. The reason I say this is that they bring all the possible resources and people to the table, all the way up to R&D, which is the top team from a support perspective. Support is not even that team's primary role, but they still get involved to help us out. They've been outstanding. I'm very pleased. We have a customer-success manager allocated to us who is constantly trying to understand where they can help us. With Octane, we've seen a great deal of engagement at all levels of the support team. They are going the extra mile to help us and support us. I also really love how they have enhanced their online help, how comprehensive and user-friendly it is. They give standard examples. The help refreshes with every release, it's very dynamic. That has been a pleasant surprise. View full review »
it_user458409
Test Community Manager at Orange
We don't have a contract directly with Micro Focus. We bought our licenses through a partner, so we are not supposed to have direct support from Micro Focus. However, I personally know people from R&D, so I get support from them directly, although it's not the official way to do it. However, all the questions I've had have been answered very quickly and they are very efficient about it. So I expect that if I had a contract directly with them it would work like that. So support has been very good. View full review »
Sukarna Chirumamilla
Senior manager IT at a transportation company
We are directly dealing with R&D in most scenarios. For example, one of the things is we are struggling with is to get some of the reports we want. It's not that flexible to get the reports because we are SaaS and we don't have direct access to the database to see how many users are live at a point. But tech support are good. They are responsive. View full review »
Mike Smithson
ALM platform architect at a transportation company with 10,001+ employees
I've worked with the SaaS team and Micro Focus R&D on many aspects for initial setup, bridges, and complex four-system conversions. The technical experts are some of the best I've worked with in more years than I can admit to. View full review »
Walter Whitaker
Qa manager at a tech services company with 1,001-5,000 employees
Yes we use the tech support. We use the ticketing system through the tool. We also talk to our customer success person, and generally speaking, the support's been pretty good. The development team also sometimes reaches out to us and asks us, are there any features we'd like to improve, or if there are any issues with the products. It's pretty interesting. I never talked to the actual developers of a product before, and been asked what we're looking for, so that's pretty cool. View full review »
Mike Smithson
ALM platform architect at a transportation company with 10,001+ employees
I've used them pretty much every day. It's the most responsive tech support, it's been awesome. That's another reason we're going to Octane, because of that immediate support. That feedback. View full review »

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