Automic Workload Automation Customer Service and Technical Support

Vinit Choudahry
Technical Consultant at a tech services company with 10,001+ employees
On a scale of one to 10, with 10 being highest, I would rate technical support a nine. So far, I haven't gone unanswered for any of the queries, except one. Their response time is pretty fast. It depends on how severe the case is. If it's just a general query, they respond within a day. If it's really critical, where your business is impacted, they respond within half-an-hour or an hour. I have had a really good experience with the tech support. View full review »
Sr Production Control Analyst at a logistics company with 10,001+ employees
Tech support is a 10 out of 10. View full review »
Irvin Carney
DevOps Engineer at 84.51
They have been pretty good. We have had the professional services company uses some of the budget to bring some of those guys in to work on specific problems and they are very interactive and very responsive. I have not really had any issues. However, if there is a limit, we are going to find it. It does not matter what, and whose name is on the technology. View full review »
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Ruairi Brennan
IT Manager at ESB
The technical support is excellent. We have gold support for Automic, and are happy with it. That is really key. If we invest with a company and its product, then we make it a critical condition that it can't fail, essentially. If it does fail, then we need to know that if we pick up the phone, someone is going to fix it for us. The only time that we needed technical support in the last few years was when we were doing an Automic platform migration. We were on an AIX system and migrating it to a new operating system. For the migration, we relied on Automatic to assist with the transition. Apart from this, we generally do not have issues with Automic. Mostly, it is the jobs or scripts that we request Automic to run where we see issues, which is fine. These are fixed elsewhere. View full review »
Christine Bauder
Assistant Director of Production Services
The technical support team is fantastic. Any ticket submitted is worked on quickly and professionally. The team is very good about following up to make sure the solution worked and, if it didn't, they will work with you until the issue is resolved. They are hands-down the most efficient support team I have come across and they are the one team that will always provide results. View full review »
Marcel Specht
IT Automation Specialist at Dm- Drogerie Markt
We have technical support. We also have a connection in Austria with the support colleagues there. The first step: You must describe the problem. At the most, filling in a checklist. Then: It helps to take the telephone, and talk to a technical engineer directly. That is why their technical support is very good. Mostly, we contact support because our problems are very complex. Normally, we find problems that they have never knew about before. We have new technology and build actions on the automation system, then we find objects which can work with those actions, because we have technical limitations. We have a contact within the support, and also with a freelance in Austria. We have worked together with several people to find a solution for this new philosophy. Automic states you should build everything with actions and take multiple actions with business processes. However, not all objects are usable for actions that we see. View full review »
Technical Architect at a financial services firm with 1,001-5,000 employees
On a scale of one to 10, I would say, probably a seven. We have had some issues recently going through the process of trying to upgrade from version 10 to 12. Working with support, we have gone back and forth a lot, and a lot of that has had to do with resources not being available either on their side or on our side. From that perspective, it could probably improve a little bit, but overall, we are very satisfied. View full review »
IT Specialist Automation Service Coordinator at a financial services firm with 1,001-5,000 employees
We do use technical support. Unfortunately, that is the bad side about working with Automic. With every new version, things that would previously work, Automic breaks them. So, we have to report the new bugs. Therefore, every time when we patch the system, there is usually a new bug or a feature that was working, then it stops working. In general, the technical support's response is very quick. Maybe we are just a new customer, and we are on special care. However, if there is a major issue in production, then we simply get a call within five to 10 minutes, a call, not an email. They call directly to my desk. View full review »
Mohamed Elazzouzi
Production Systems Engineer at Sofrecom
I do not contact CA technical support but my colleague does for many bugs and other security and system requirements. We need to change many things in our platform for security needs. We open cases with ONE Automation to help us with the skills for integration, development, and administration. Tech support has been helpful. View full review »
Jared Kessans
Lead Systems Administrator at Great American Insurance
We've used technical support on occasion. Every once in a while you run into something that you're unsure about or not sure how to utilize it. I've been happy with the support we've received. It's definitely improved, like I said, over the years. It's been great. The response has been much quicker. View full review »
Axel Lambrecht
Systems Engineer at Merck KGaA
We have been satisfied with the technical consultants. We ordered them for special situations. Technical support is different. Sometimes it is fast and very helpful, sometimes it seems to be bureaucratic and slow. It depends on the questions. Over the last few years, we have noticed it worsening. Ten years ago, there was more personal contact. We had the feeling that the support was much more involved in the system and better informed in the topics. Because of the very high speed of growth, there are only a few dozen of people with ten years of experience, which is another problem of size. View full review »
Systems Engineer at a tech services company
I have raised several incidents. I have been quite content with how they have gotten back to me, which is good. Even with the transformation now to CA, I like the way they work. View full review »
VInce Sola
Manager, Application Administration at a leisure / travel company with 1,001-5,000 employees
Technical support is amazing. They always follow through and are extremely personable. They help as much as they can, and have no problem asking others on their team for help to make sure the right answer is given. View full review »
Hubert Rossle
System Specialist at a tech services company
From what I hear, it's good support. They always try to support us in the best way. Last year, when moving from B8 to B10, they have changed several features. One of our highly used features was no longer available. While it had a similar name, it was a completely different function. After calling the support and checking with them, they implemented the old feature for us again on the newer version. View full review »
Irvin Carney
DevOps Engineer at 84.51
Technical support has been good. With any type of support structure, you're going to have challenges with geographies and things getting passed off, but generally Automic has been very supportive. Their Professional Services department: excellent, A1. And they really give you that "partner" feel, as opposed to the customer-vendor. We still have that relationship, but when there are actual issues, it feels more like a partner situation as opposed to a "You're the vendor, I'm the customer." View full review »
Automic Job Developer at a insurance company with 10,001+ employees
We work with a partner who offers technical support. View full review »
Aicke Sandrock
Engineering Job Scheduling at IT S Care
In the last two years, the reaction times were not so good. However, in the last four to six months, my experience has with them has been a lot faster. People are called back five minutes after I establish a ticket or incident. They are often doing WebEx and web sessions to get to the point, not making us write 50 pages, then not providing a solution. View full review »
Automation Engineer at a tech services company with 5,001-10,000 employees
There used to be custom support from Germany, which was one of the biggest features. There was a change. It was German speaking support. That was one of the things, which I am sorry to say is getting worse. They have different support centers now, and the support is worse, not better. I understand why there was a change. There were different mergers with other companies. There were more products, like the release automation or service orchestration. There are many platforms which are supported. It is very hard for the support to support the whole thing. View full review »
Ali Imran
Head of Branchless Banking at a financial services firm with 5,001-10,000 employees
The tech support trained our resources to be self-sufficient. View full review »
Martin Mertens
Manager of Global Process Automation at Adidas Group
Technical support is excellent from our past experiences with Automic. At the moment, we are facing a few issues with the merge of CA and Automic. We hope these will be resolved soon. View full review »
Mladen Stankovic
Systems engineer at a comms service provider with 5,001-10,000 employees
We used technical support in the beginning. The experience was very good. They were easy to reach and know their business. They helped us a lot during that time. View full review »
Unix Administrator at a manufacturing company with 1,001-5,000 employees
I have used technical support and the community, as well. I have found to get answers quickly to solutions that worked - asking both the technical support and the community. View full review »
Alain Feyereisen
Application Operating Service Manager at a financial services firm with 201-500 employees
The technical support is very available and competent. They have a lot of know-how, which they are willing to share. If you have big issues, they will quickly help you. View full review »
Adrian Northage
Automic Admin at IT Service Solutions Service Delivery
The technical support is very good. It can sometimes take a little long to get an initial response, but it is very good. They will persevere, and get to the bottom of whatever the issue is. View full review »
Automation Admin
When you look at other technical support hotlines, the Automic team is very good. The hotline can take a long time. They will say, "I will take it and give it to the Level 2 support." That is okay. We do the same thing in our company, like a front office cleaning calls. I still do not like it. It means more team more time waiting for a good technical answer and solution. That is a problem. Unfortunately, we can't request having 20 technical support teams dedicated our business. View full review »
Director at WageWorks
I have not used technical support personally, but my team has used it. We've always found them very helpful. View full review »
Archive And Research And Development Lead at a manufacturing company with 10,001+ employees
They're responsive, because we've had the tech people on the phone during upgrades. They've also been teaching us, because we're learning the new version, so I guess I could say I've worked with them. They are very knowledgeable. View full review »
Systems Analyst at a tech services company
We have used technical support in the last three months. They are good. If we have problems, we can get an answer in three hours. Support is very fast. View full review »
Automation Engine Admin at a manufacturing company with 10,001+ employees
I think we are known to the technical support. Unfortunately, the technical support does not help much with our problems until you get to the gurus due to the complexity of our problems. View full review »
Rolf-Peter Langer
Admin Developer And SAP Admin at a wholesaler/distributor
Our systems must always run. I have ideas to stabilize the system a little bit, so I contacted technical support. They have for other ideas on how to fix issues. For example, if the agent goes down, we have no chance with a standard restart to fix it, and the agent is the service manager. No one in technical support understands this question, which is not good. View full review »
Matthias Wanke
Automation Engineer at Ing-Diba Ag
Technical support is good. They are doing the best that they can, but it is a complex product with difficult requirements from a stability point of view. View full review »
Enzo Fusco
Systems Engineer at Consoft Systemi
The techncial support is very good, because I had a problem with an agent not being updated, and it was not starting. Therefore, I was having some problems, and the technical support immediately understood the problem, and helped me to resolve it. View full review »
Senior Programmer at a manufacturing company with 1,001-5,000 employees
Technical support has been good. Though sometimes it varies from time to time, where it transitions from good to bad. We have not had to use them so much recently, because we almost know enough about the product at this stage to support it ourselves. For the critical issues they are very good, but for the the lower priority stuff over the phone it is a bit difficult to engage them sometimes. View full review »
Michael K.
Systems Administrator at a financial services firm with 10,001+ employees
We have needed the technical support, especially after updates. We also needed technical support for problems. Though most of our problems in the last few years were not based on Workload Automation, but the database that we are working in. It takes a time until you get the right person, but when you get the right person, they are really helpful. View full review »
Tomas Ferenc
ICT Consultant at a tech services company with 10,001+ employees
We do not contact support very often. Most answers are in the documentation. When we install the version 12.0 and 12.1, AVI caused some problems, but after opened a ticket to technical support, they responded quickly with a great answer. View full review »
Bartlomiej Stawecki
Consultant at Project Management.Pl
If the issue is a repeatable issue known to the support team, then you can expect a prompt answer. The problem with the support is if the issue is new, then it is challenging for them. View full review »
Software Engineer at a tech services company with 201-500 employees
Support has been very good. Unfortunately, every time we message support, they tell us to scale. This is terrible. While the support is good, I do not want to scale every time. It is terrible and makes everything complicated. I want support to answer me, then I am happy. I write them an email, and every time I receive the response, "Scale it," and I hate it. View full review »
Associate Director at Pbb Deutsche
We used the technical support in the beginning, who were easy to work with. In the last couple of years, there was no need for it. View full review »
Senior Systems Engineer at a non-tech company with 11-50 employees
In the early years, when using the product, we had many phone calls with technical support. Sometimes those calls were good, sometimes they were bad. It has been getting better. View full review »
Hartwig Esch
Administrator at VW Financial Services
Technical support is very good. View full review »
Erwin Antona
User at Aci
It's rare that we use technical support. Usually we take care of it, and if support is required they're able to get back to us right away. We're satisified with the support. View full review »
Department Manager at a manufacturing company with 10,001+ employees
We have had good experiences using their technical support. View full review »
Yalin Yuksel
System Specialist at Türkiye İş Bankası
Turkey was our technical support during the project phase. They always help us to grow our jobs, automate new things, and when a new version comes they quickly adopt to the product. View full review »
It is a bit of a problem, because they like to do email ping-pong via their web page. Sometimes, it would be much easier if someone would call you on the phone. For example, it takes three or four days to obtain the same answer that you can receive with a phone call within a few minutes. View full review »
Hesham ElSheikha
Workload Automation Expert at a financial services firm with 5,001-10,000 employees
Technical support is very good. View full review »
Wolfgang Tappert
Consultant at a tech vendor with 201-500 employees
Mostly, we get a standard answer. Sometimes, the support is not very good. Maybe it is problem with some customers and the tickets that they are opening, as the tickets are not very well designed. Still, as an experienced user, when I open a ticket, I put in all the needed information. Yet, the support for me is still not great and could be better. View full review »
Christoph Meyer
Team Lead at a financial services firm
Sometimes technical support is very good, and sometimes it is very bad. They do not see the problems which we have. We have to escalate it to our product manager. When we need a fix, they say, "The fix is in the next version. Please wait while we make updates." View full review »
Achim Henkman
Service Management at Siemens Industry
We use support when we make release changes. Technical support has been good to work with. They have been easier to reach now than in the past. View full review »
Carsten Berger
Senior System Engineer at a pharma/biotech company with 1,001-5,000 employees
We use the technical support often. Our recent experience with technical support has not been good, because it took a couple of months to get feedback. Traces and reports were sent, but were not analyzed for at least two months before providing feedback, and they did not give the right traces. This took two months to find out, so that was not too good. View full review »
Systems Administrator at Athene Deutschland Service Gmbh
Sometimes, it is a bit hard get through the first level of support to the second level, then to the endpoint of the solution. Overall, it is a bit tricky. View full review »
Norbert Bollinger
Production Services at a government with 1,001-5,000 employees
The technical support has been good with quick responses. Their last response was for the product license. It was delivered within two days. View full review »
Supporter at a insurance company with 10,001+ employees
We are now in extended support. We are now in the change process, so we needed extended support. When we contact support, we can get through to the right person to receive the correct answers. View full review »
Find out what your peers are saying about CA Technologies, BMC, IBM and others in Workload Automation. Updated: August 2019.
365,820 professionals have used our research since 2012.
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