We have a specialist who is super-deep in One Identity and has done a couple of the most complex installations of the solution in Norway. He is better than any support organization you could come up with. He's really special.

I don't think we are using One Identity's Premier Support. We are using some level of support from them, but that support is handled by our partner. If we raise an issue, our partner coordinates between us and One Identity. 

I love the tech support guys. Anytime that I have a problem, I can always put in a ticket. They get back to me right away. We have access to the product team and their Level 3 engineers. I've suggested a couple of feature requests and improvements on the product, then within six months, they were able to put those into an update which was rolled out. So, they are very efficient and quick.

I was surprised because I have dealt with Microsoft support, and we all know how it is: It's pretty terrible. I've dealt with other support companies where you will get somebody with a thick Indian accent and spend 70 percent of the conversation making sure he said what you thought he said. However, with the One Identity folks, it was easy and quick. They're a great group of guys.

During many projects, we contacted standard support. I mean, even without the premier support contract, we simply created some tickets. We had several video calls with the One Identity team, and I can confidently say that they are highly supportive. Sometimes, for non-critical issues, they may take a long time to respond. However, when it comes to physical issues, they are extremely prompt in their responses, prioritizing them based on the defined priority during ticket creation. They strive to be fully engaged and invested in resolving the problem.

I haven't had issues with support so far. We do not use the vendor's premier support.

At present, because of the sanction department for technology in Iran, we cannot use the direct customer support. Instead, we use third-party support. For example, we have a contact point with a company who has branches in Turkey, and they are taking the tickets for Safeguard. Before that, with Balabit, we got responses in less than 24 hours.

The technical support varies depending on who is assigned to our ticket. 

Premier Support is valuable because it enables us to receive prompt assistance whenever we encounter any type of issue.

We had premium support initially, but we don't require that now. We didn't encounter any critical issues. We are using their regular support. I would rate their support a nine out of ten.

I haven't had a chance to work the One Identity technical team. We work with the local partner instead.

None of my team has gone for training yet. However, they did have a handover for operation of the solution. It doesn't need that much training as long as you know the basics of access control functions. End users only need to have a tutorial to the portal. This is what we provide: a tutorial for how to use it and the know-how.

Safeguard's technical support is one of the better ones that I have worked with. There's always room for improvement, but every time that I do pick up the phone it's been fine. 

One Identity support is okay. 

My impression of support is that the guys there are very helpful. They are eager to jump in and to help you out. Yes, I think it is a great service.  

Customer support is a nightmare. They take a long time to respond to tickets, and when they don't understand the issue, they stall by requesting logs.

Support for One Identity Safeguard could be improved because sometimes the support team doesn't have an answer or solution for some bugs. Support-wise, it's an eight out of ten for me.

We are not using their Premier Support, but I am okay with the vendor's regular support. But if the product is running on an unsupported version, that is a very negative point. They should support unsupported versions as well so that their customers are not stuck somewhere in between.

We have used their regular support, not the premier support. When we have any problems related to it, we open a ticket. They always help us. We might have to provide them with additional things so that they are able to troubleshoot better, but they are always helpful. I would rate their support a 9 out of 10.

I used the technical support once. It was good. I had the answer to my question quickly. I have direct access to the pre-sales team and my account manager. So, I called in and my problem was solved.

We have used One Identity’s tech support. I would rate it as excellent. They answer all the questions asked of them quickly and efficiently.

There are two different supports: one for SPS and another for SPP. The technical preparation of the support is very high. They have very quickly given me the solution for a couple of issues that I have seen.

Our experience with technical support has been disappointing. We require more prompt and faster response times. We require answers to our questions right away but we haven't received that level of support.

Tech support has been great. They've been responsive and knowledgeable, so we've been happy with them.

I would rate the technical support as very good and strong. We're happy with the support we get from our One Identity team. We see it as something that will be accepted more as the culture changes at the bank. We did the human accounts first because with the non-human service accounts there have been challenges this year. You have to tread water very slowly since you have to do a good analysis and understand what these non-human service accounts are used for. It's not just a simple lock them up in a vault type of scenario. It will take us a bit more time to put a plan together beginning in the second quarter to address the onboarding of these non-human service accounts into the password vault.

There wasn't much training required for those who manage the product. It was pretty straightforward. We did do training though. We had a training manual as well as a hour training class with various user groups. Our hour training, manual, and how-to guide along with being able to support issues/concerns via our cybersecurity team was beneficial to the success of the implementation.

We use regular support. The response times are too long. Sometimes it could take days. 

We haven't had to use technical support. It's been a solid platform so far.

I have contacted support. I can create tickets for support and in approximately one hour, I have a response from the support. They are very quick.

Our experience with technical support has been extremely good. 

The technical support is tremendous. For large projects, we have had some challenges, but we were never left alone by the vendor. Also, in one case for a small customer, One Identity assigned one engineer to help with assessing the AD infrastructure of our customers, which was really helpful.

I had an issue about a week ago because we were migrating from an old VM to a new one. I opened a ticket, and they responded, but I didn't get a solution. 

I have not contacted support.

The technical support is good. There has been great improvement to all the knowledge base articles available. Therefore, we are able to find a lot of solutions already when we create support requests.

It takes us a long time to make the people from product management and development to understand our needs, e.g., integrating this product with HSM.

I give technical support a 4.5/5.

Technical support is great. We use the case platform.

I requested them for an evaluation license, but no one responded to me. They didn't give me an evaluation license.

Technical support is brilliant. They are very helpful.

The customer service and technical support are very good.

absolutely perfect

Technical support is 10/10, absolutely.

I rate technical support 5/5. They are quick and informative.