ARCON Privileged Access Management Customer Service and Technical Support

ManagerSb0ae
Manager (Systems) at a financial services firm with 10,001+ employees
I would rate it eight out of 10, mainly when we ask about regular technical issues. We do a certain hardening of infrastructure. Whenever we start doing hardening, it affects the access management. So troubleshooting on technical aspects, on these kinds of things, which are a regular technical issue, they are good. But when it comes to new implementations or new integration - because in the last six months we have given them 15 to 20 new integrations, new Web layers, new appliances to integrate and other things - those are new for them also. So they take their time for checking the feasibility, seeing how it works, and then releasing it. So, in these cases they are taking time. But otherwise, the support is good. For regular activities, their support doesn't have any challenges. People are available on the phone. There is a portal available for us to look for technical support, and they do update it regularly. View full review »
HeadOfIn0e84
Head of Information Security & Risk Assurance at a financial services firm with 501-1,000 employees
There are no issues in terms of support for this product. Whenever we have had an issue, we raise a tech support ticket and immediately their tech support engineers come on a call. They do their best to try to resolve the issue. If they fail, sometimes to resolve the issue, then they work with their product team and come up with a solution immediately. The technical staff are good, and they are not facing hard issues in terms of support, because their technical skills are quite good. View full review »
Prashant Maldikar
Head IT-Security at a financial services firm with 10,001+ employees
We had a little different model altogether. We had their resource on site for our support. We used to talk to the onsite person only. So I wouldn't be a right person to give you feed back on the tech support, as such. But whenever we had to escalate to tech support, there was a good response. View full review »
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Rajesh Gurikar
Manager, RPA at a financial services firm with 51-200 employees
The product team, the support team is readily available, 24/7. We have direct contact. If there are any issues, I get direct support. I don't see any issue there. Overall, the tech support is very good. They are very supportive, and we are getting immediate support. View full review »
SystemsEa521
Systems Engineer at a tech services company with 10,001+ employees
They need to improve on technical support, because ARCON has become a critical application. They should provide 24-hour support. But we've observed, in many scenarios, we don't get the support we need until the managers are involved. So they have to improve on the tech support. View full review »
Consulta3e37
Consultant at a financial services firm with 10,001+ employees
They have very good support. They provide 24/7 support, because we do critical things, and also we work 24/7. Therefore, if an issue comes up, we require support, and they fix it. View full review »
Praveen Yadav
Information Security Professional at a energy/utilities company with 10,001+ employees
We can call them, submit a ticket, they can remote in. I haven't seen any issue with the technical support. View full review »
ITInfrasdb07
IT Infrastructure Management at a financial services firm with 51-200 employees
We've had problems along the way but they were not major. The product support team has been very good. There was an issue with functionality within the product, which, as a technical team, we were not able to resolve. With the help of the product vendor, we were able to resolve it. View full review »
Anumod Kaimal
Senior Officer- Information Security
Tech support is quite good. They have been right there to help me out. Their support details are good. View full review »
Farhad Hussain
Senior Consultant (e-Governance) Leveraging ICT for Growth, Employment and Governance at Bangladesh Computer Council
Find out what your peers are saying about ARCON, CyberArk, Broadcom and others in Privileged Access Management. Updated: February 2020.
405,659 professionals have used our research since 2012.