I had a good experience with tech support. When we raised a ticket with AppDynamics, we usually got a response within a few hours. If we set up a call, their engineers will get on the phone with us. That was also reasonably good. 

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The solution's technical support is good. I rate the technical support a nine out of ten.

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Technical support is very, very good. 

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The support for AppDynamics used to be very good, and now it could be better. The support team could be more knowledgeable.

The technical support for AppDynamics is a four out of ten for me.

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• Great SaaS support, performance and uptime
• Responsive support team
• Responsive extension Dev team

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The support could improve.

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Overall, technical support has been very good. We're very satisfied with their level of support. So far, it's been very good for the bank.

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I rate AppDynamics support nine out of 10. 

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The technical support for this solution is good.

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The customer support is good. We have not had many big problems, the application just works. The solution has never taken down any of our servers. Other than calling support to figure out where a particular installer is and how to configure it properly, I have not needed to call them.

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We have used the technical support, and it is very good.

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We use technical support quite a bit. We've got a team of engineers and there are at least five or six of them that have the capability to open up tickets. We typically get really good responses. Every time I've opened a ticket, I usually get a response in good time. Not just a response; it's usually a good response; it's a meaningful response; it's something that helps you solve the problem that you have.

Once in a while, as you can imagine with any product, they get dragged out because maybe it needs a longer-term solution. I don't think I've seen anything that would cause concern.

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Getting a response from the solution's technical support team is harder and takes longer. Since the solution has a structural support model, it requires some layers of escalation to get the correct response.

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I’m very happy with the technical support. There have been a couple of incidents – there are always a couple of incidents – but actually they've been very responsive, they've been very easy to work with, and happy to take feedback, both positive and negative.

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Customer Service: Customer service has been good. We've actually been less capable of keeping up with them then they have been with us. They've been great about reaching out and following up.Technical Support: Technical support has been just as great as their customer service. We've been able to get what we need when we need it. View full review »

Customer Service:

AppDynamics redefines customer services, especially in post sales support- maybe one of the most responsive service desk teams in the industry.

Technical Support:

They have done a superb job of getting some obscenely bright software people with a passion for customer services and unleashed them in the market. Some of the finest technical support in the industry.

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The professional services that we actually use, we did need their assistance in standing up this product. They were very helpful. They're still behind us even after they left the facility. They check in and log in to make sure that we're on track with what we need to do. Any problems that we did face, they addressed.

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I have experience with the solution's technical support. The solution's technical support is fine and responsive. I rate the technical support a nine out of ten.

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AppDynamics's technical support is great.

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Support for this solution is good but communication could be improved.

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I haven't seen any other vendor even come close to AppDynamics’ support. I've been raving about them. I have told the guy that runs their support organization, how great he's doing the job.

The thing that sets them apart is, if I have an issue, I open a ticket with them. Within 2-4 hours, I have the solution. I don't get an email saying, "We're looking into it.", and then not hear from them for two days or for a week, which I've had with other APM providers.

With AppDynamics, they're on it. If they can't find a solution, they're going to get on a GoToMeeting to duplicate the problem. They'll get their engineers involved. We've had multiple times when they got the developers involved on the GoToMeeting because the support guy couldn't get beyond that. He just got the developer for that product involved to come up with a solution.

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Support for agent problems is accurate and fast.

Support for SaaS solution stability is very poor.

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Technical support is average and they could be improved.

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We use the support portal whenever we face an issue or any kind of problem, then we create a ticket and they assist us.

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Technical support is 7/10. There is still a lot to improve. If you contact them regarding a specific technology, then that person becomes the only person aware of the issue, which should not be the case.

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We use technical support all the time. They were great when we finally acquired it. They came in and they helped set it up in our environment; made sure everything was discovered, reporting was working; explained the transactions, reports, the dashboard, all of that to us. We had some more questions at the 2015 AppSphere, and it is great because you can see the guys. We got in touch with someone else and they helped us with licensing issues. There was a couple of extensions we were trying to get working that we couldn't. They got all that squared away.

Recently, we had some consultant hours we needed to use. One of their guys spent three days with us on WebEx, fully customizing even more on the dashboards and the reporting center; and explained baselines to us better.
Technical support is excellent.

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We haven’t used technical support because we are still in the PoV. Our sales guy is beside us. He's been awesome with everything.

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Their technical support's been very responsive. They don't always have the answers that I want, but they're responsive, and help us find solutions where they can.

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We haven't used any technical support yet; we use a partner who helps us to deploy and stabilize the system. We haven't used this tool for a long time to need actual technical support.

We are all part of the community where we post questions, get answers and have access to a lot of resources there so support would be great.

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Technical support was excellent. They are very responsive. I usually get responses the same day.

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The support from the vendor is good.

I rate the support of AppDynamics a nine out of ten.

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I have not contacted technical support.

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For me, it’s always support and training that need improvement, as both of these are crucial to using a product effectively. When there are so many features it would seem to be a benefit, but in reality that can be daunting.

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We do use their technical support and they are very responsive.

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With their support, if you raise a ticket, the response is very good. But the concern is the consulting days. I think they're offering some consulting days. In the first year of a contract, they offer a certain number of consulting days. After that, the consulting days are free. But to book a consultant, I think we need to book the consultant at least one or two weeks in advance. We can't really do that in the enterprise. A lot of things will happen. All of a sudden, we need support. That's a little tricky. We shared the feedback with AppDynamics. One or two days is what we can spend, but one or two weeks is really a problem.

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We have used technical support a few times and we found it to be very good. Response time is good and their tips are good; very helpful.

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Technical support is the best thing with AppD. I'm very happy with the tech support they do. They're very quick in responding to the request.

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We had a gentleman from technical support who came on site for about a week to do training with us. In that one week, I was able to learn almost all the functionality and the admin abilities that I had in the back end. And really I think I know the product in and out.

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So far, personally, I opened three tickets so far and I got what I wanted to get. I was pleased with the resolution.

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Customer Service:

The customer service is quite good and prompt.

Technical Support:

9

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It depends on the issue. It is mostly good. Sometimes, we had really difficult issues, and the support team was really trying to solve the problem, but it took a bit more time.

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We've received technical support in two areas.

On the pre-sales side, it's always been extremely professional, really great, even in smaller license situations. If there's somebody available and within a radius that can realistically come to a meeting, they often will. They've worked through some very peculiar application setups with us, where we're not sure how we're going to approach it. We've always been very pleased on that side.

On the post-sales side, as well, once it's deployed, we haven't had to use them a lot. There haven't been a lot of things we've had to contact them about, but where we have, the issues have mostly been around things like training, or understanding. We just haven't seen that many problems. We've always found the training material to be very descriptive. They've always taken the time to hand-hold us through: "Okay, this is what you're seeing, and this is why you're seeing it. Why don't you go look at this in the app." They've always taken the time.

I can't comment on the troubleshooting side because we haven't needed to do it. We may have had a minor case where we needed a quick answer to a license issue or we couldn't figure out why an agent wasn't connecting. They've always been excellent there, but we haven't encountered an "Oh my God," big issue, where it wasn't just something stupid, that we were overlooking. They've been great on that. They've been able to identify those things, but we haven't had to use them a lot on the post-sales side of things.

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Technical support is great. We’ve got great resources on that team, both on the delivery side, as well as on the support side.

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Generally, technical support has been very, very quick. It's been refreshing that a company responds quickly to customer inquiries and things like that.

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There is a scope for improvement with respect to support. When you make a service call, they sometimes take time to respond. You then have to follow up or escalate to get them to react.

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I'm not technically responsible for technical support. Historically, we would ping the OEM, and ask them to assist us on something. There's always a scenario where you would want bigger or quicker turnaround or a quicker response to these things. That said, it's not a major challenge, though. Like any other company, if they can improve on their turnaround time on technical queries, it may assist all of us, all of their respective customers. However, that said, it's certainly not a major challenge. We do get feedback in a reasonable time. You always want it to be quicker. It's reasonable and I don't think you can necessarily expect quicker turnaround.

They do not have, for example, the concept of following the sun, where you have people on standby 24/7, to really support clients. 

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We contact technical support regularly. We have a dedicated rep who works with us. It is very good support.

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Technical support is excellent (5/5). They are very responsive and technically intelligent.

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We have not needed technical support.

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When I open a ticket, it is resolved quickly. They are very responsive; very fast to get back to us and very thorough with their answers. I’m happy with the resolution.

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Technical support is good.

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We have had many AppDynamics engineers come to our office and explain us how to use it and set it up. They have come onsite many times and explained to the developers different topics.

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Customer Service:

Customer service is 3/10.

Technical Support:

Technical support is 6/10.

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I didn't have a good experience with AppDynamics' technical support. Its knowledge base is locked up and unavailable.

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The technical support is great. After you have spent a certain amount with AppDynamics they provide you with dedicated support for your company.

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Technical support has been awesome. I've only had to call them a couple of times. Every time I did, I got an immediate response and they weren't happy until I was happy. Of all the tech companies I've ever worked with, they're definitely one of my favorites to work with.

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We have used technical support sometimes, when we had some questions and issues or whatever. They're pretty knowledgeable. They know their stuff and they provide solutions pretty quickly, as well. They have very quick turnover time.

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We have a lot of development teams and they ask a lot of questions. Being the admin for AppDynamics at IHG, I raise a support ticket. They are very good with responding immediately. The response time is very good, as in a couple of hours. We are pretty satisfied. I work with a lot of guys from AppDynamics, and I work with one guy in England. They're pretty good. The support is very good, technically sound.

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I personally haven't used technical support but the company definitely has. They're on site all the time. I know from talking to our monitoring guys, they love it. They think that the support is always there and always readily available. They are the administrators; I am more of a power user.

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We constantly use technical support. It’s pretty good, depending on the nature of the challenge we're having. Sometimes it can be a little difficult getting answers but I think they're still doing a very good job.

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Technical support and customer service have been amazing. I have been able to get support both through the portal, and from our sales support extremely fast. They have a great customer service focus. This is one of the reasons that deployment of the product is also so easy.

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Customer Service: 8 out of 10 - I felt that the AppDynamics team was very engaged and more than willing to help but we never really got to a reasonable solution within the timeframe I had.Technical Support: 7 out of 10 - same reasoning as above. View full review »

The AppDyniamics technical support is good. We haven't had any problems with them. They answer very quickly.

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They have a very good customer service team that checks in with customers, asking about our experiences.

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Technical support has been pretty good. In our case, we use a few programming languages which are still not supported by AppDynamics, so we've reached out to them to help us with road map information. They've been pretty transparent about when support could get rolled out to these sorts of languages that we use.

For the more run-of-the-mill sort of tickets, where we have issues with the configuration or using the product, it's been pretty good. We've liked our experience with the tech support team.

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Technical support is better than in most of my experiences with most companies. They don't solve tickets as fast as we would like, but hey, who does? They are responsive; they will work with you; they make you feel like they are paying attention to the problem. Our sales engineers, especially; our local sales teams, they're fantastic for the support we get from them. They are definitely above par from what I have experienced from other vendors.

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Techccial support is 10/10. See a case study from my previous company here: https://www.appdynamics.com/case-study/the-test-factory/.

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I haven't used technical support.

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I have not contacted technical support.

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Technical support is pretty good. They're very at you; we get the response immediately.

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It's been very good. I personally haven't been the one opening the tickets, but whenever the people that work for me have opened up tickets, they've gotten quick responses. It's been very easy to get things answered and any fixes put in.

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Technical support is slow. Basically, we mail, we wait, we mail. But I think depending on the priority they take immediate action, because if it is a production server getting affected, they come immediately. So it's really good. If it's development related or research or configuration, they come a little later, but it does not cause problems.

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I have not used technical support. We can troubleshoot a high percentage of issues – I don’t know the exact percentage – in house, with either our internal monitoring group specifically or other groups.

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I have not contacted support from AppDynamics.

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I have not contacted support. We have only used our local distributors, and they have been good.

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We don't have AppDynamics local support in my area. We only have a partner in my region, which is not really AppDynamics. In terms of the whole implementation, the experience, I wonder if the experience is good enough. I suspect a direct connection with AppDynamics might be better. If they had a product team in my region we might be better off.

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I have not had the need to contact technical support.

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The other team took care of the support. I am only a DBA but as far as I know, I haven't heard of any issues as such.

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We have used technical support a couple of times, but it's pretty much self-explanatory, how to actually use it.

Technical support has been fine; very fast response times; taking us through to getting the question answered rather rapidly. It was good.

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I use technical support all the time. Usually it's user error, stupid user tricks; I'm pretty good at those. There are definitely a couple of times where we've discovered that there's a bug in the agent or the controller.

We also have bi-weekly calls with our technical contacts, as well as our sales contacts. If we're having a problem, that can be escalated up, very quickly as well.

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I did open up one incident and it was resolved. I didn't really like the answer that came back, but it worked.

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Their technical support is great.

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I have used technical support. They jump on right in. If the individual is not able to understand my question, or if he thinks that he is not the right technical fit for this case, he will not hesitate to say so. Whereas I've worked with so many vendors and nobody says that they don't know something. They all say that they’re the best. So, support is good. It's a very stable application, no issues so far.

We have other monitoring tools, so I can easily compare them.

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I look for responsiveness in a vendor. Whether they're willing to work around our schedule, our needs. Just having knowledgeable people on the front line is great. I mean, just all the initial support. Level one helped us and they've been able to answer most of my questions right off the bat. And they generally seeming to care about the product and care about their clients.

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Customer Service:

It’s good, they have really fast response times.

Technical Support:

Excellent in terms of commitment, response times and technical knowledge.

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I would say that the support is 50/50. It is not very fast and there is definitely room for improvement in terms of support.

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I am satisfied with their support.

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I would give it the highest rating in terms of technical support. The support engineer responds to questions very quickly and his answers clarify the issues.

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We got our questions answered in a timely manner.

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Technical support is really good. The response is very fast. They are helpful. I get answers to my questions. I'm happy about that.

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We have technical support. We have the technical services. We work with one of their engineers on a monthly basis. It’s great, very responsive, knowledge is really good.

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I have not used technical support.

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The support is awesome, so whenever we get something, we call them. We get 24-hour support, which is great.

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We have used technical support. They have been proactive in answering all our queries.

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Customer Service:

Customer service is good and prompt.

Technical Support:

Technical support is good.

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Customer Service: Good. Initially with the sales engineer, we spoke about training but what ended up happened was that I needed to negotiate the price (which was fine) but what I missed was some of the hands on training. It's a complex product, and I could benefit from an online video, etc. because I didn't going through the formal training to learn the app. Some scenario driven walk thru's would be very helpful.Technical Support: It's been good. What I've needed to do is send them a whole pile of logs. It can be a pain digging them up but I understand why they need them to troubleshoot. You can't troubleshoot without them. I gather the logs, send them all on the ticket and I haven't had a problem with their response. View full review »

Customer Service: 8 out of 10. They have answered everything I have asked.Technical Support: 7 out of 10. Sometimes not as specific as I would like but overall I am happy with them. View full review »

We provide support for this solution. We are the biggest AppDynamics partner in Europe, we have approximately 60 experts.

We work closely with research and development. They are quite quick and flexible when it comes to helping and supporting. We are quite satisfied. When we come from the field directly, we do not need months or weeks to fix issues that we have found or to implement new features. They have been excellent.

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We have used the technical support and it was very good. We had a good response.

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I haven’t had to use technical support.

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We have opened very, very few tickets; low numbers. We've been satisfied with technical support.

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AppDynamics technical support is good.

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The support that we received was pretty good. Around July, we had some technical resources come on site and help train us and the team on how to use it. We asked them a couple of questions but generally we figure stuff out using the help system.

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We have not really used technical support. I'm not on the side of configuring APM. I'm a user of APM. I just look at the data that it's already providing to me. Although there are a few questions, we usually pass them on to our guys who work with the AppDynamics to get them sorted out. I'm more of a subscriber to that.

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Everything was carried out in a timely manner with technical support.

Our sales manager has constantly been in touch with us and given us the resources we need. Even when we do not follow up on certain issues, their engineers get us on the right track and they are really helpful.

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Technical support is excellent.

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Technical support is 10/10. They are very responsive to support requests.

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Technical support is very good. We have a good team working with Wipro and AppDynamics.

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AppDynamics technical support is top notch.

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Customer Service: 10 out of 10, all our questions and issues have been addressed and resolved quickly.Technical Support: 10 out of 10, as above, all questions and issues have been addressed and resolved quickly.

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Customer Service: AppDynamics is one of those rare companies that put the customer experience first. Once you become a customer you are appointed a technical account manager that helps you get the most out of your investment. I have a conference call with mine every other week and it really improves our understanding and use of the solution.Technical Support: Very good, we never had any major issue and we have always been helped promptly.

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Customer Service:

The level of customer service is very good.

Technical Support:

Questions are answered within 24 hours. When there is an issue, real effort is made to help.

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AppDynamics has hands-down the best technical support I've experienced, and I've worked with all the major APM vendors.

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The technical support was one of the absolute best in the industry. Tickets are promptly processed and escalated. There was no terrible first level support to 'get through' before getting to the right level. I was able to get the level of support I needed right away.
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The technical capabilities of people sitting in technical support is questionable. The reason being this is an engineering tool for application instrumentation both for .NET and Java. We have asked queries and also raised some issues. For most of the issues, especially regarding tracking async for .NET API, we never received a solution. Also, some configuration issues where primitive in nature but not resolved immediately.

The technical documentation contradicts technical support.

We started using version 3.8 of the tool, and since then, I don't see many changes on the support side.

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As we are not an AppDynamics end-user, our experience with technical support is different. At the same time, from a support perspective, I have dealt with the AppDynamics community. I would say that support from the community is good enough, although it is not amazing. I think that community support needs to be a little better.

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Technical support is excellent.

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Technical support is 5/10.

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Customer Service: Their response times are really good and they're knowledge about the product.Technical Support: Excellent! View full review »