So far, the technical support has been good. We haven't had problems with the support and we haven't needed it much.

Their support line is good. They're familiar with the product, and they have expertise with the product. So far, any tickets raised by my team have been dealt with fairly with the right solutions. I would give them an eight out of 10 because there is always room for improvement. There are instances where you expect a solution to come faster with more accurate details. There are always back and forth conversations, until and unless you figure out the final solution.

The customer service and support were always very good. When I was a customer, we had a systems integrator partner who handled technical issues, and they were skilled and knowledgeable about the technology. As long as you have good support either from BeyondTrust or a capable systems integrator, it should work smoothly. Everything is fine from a speed of response perspective.

Some of them are very good, and some of them are not good. Sometimes, you get a quick resolution, but sometimes, it prolongs for a month or even more than a month. I would rate them a seven out of ten.

The customer service team is okay. I've had a few issues with them, but they were reasonable. However, I have one issue that has been ongoing for a year, and they have not been able to solve it yet. It could be a difficult issue, I'm not sure. I managed to resolve it myself with my own programs that check and solve it automatically, but it persists after over a year. They are unable to identify or replicate the problem.

Their support was excellent, providing valuable responses within a few hours. However, during the transition period, typical of major changes, responsiveness slightly declined, taking a day or two to receive a response. Fortunately, things have improved, and we now receive prompt responses.

The solution's technical support is good.

I never had a problem for which I needed their technical support. The product is simple and easy to use. Our team is also capable of solving all the problems.

I haven't really dealt with technical support. I recall the team having to reach out during implementation and, as I recall, they were helpful and responsive and our team was satisfied with the level of support.

I've used technical support in the past. 

The product was initially developed by Avecto. Then BeyondTrust purchased that company and they both merged together. Initially, the team was quite small. The company itself was small, and its support was not that good, in terms of response time. However, when they used to come online, their technical expertise was at par. It was way beyond our expectations. The only trouble was to bring them on a call, as the company was slightly small.

Fast forward six years, seven years. Now, the strength of BeyondTrust being a larger organization, we have better access to the technical team. Today, we raise a support ticket and someone will definitely assist by tomorrow. That's progress.

However, technical expertise becomes a challenge sometimes. Not always. Just sometimes. Any big organization will not assign an L3 person on day one. That's the architecture problem. Not the company's problem.

I may scream at the top of my lungs that I don't think this is something that an L1 can handle and they will not believe me. They would like to go through L1, and L2 and then eventually reach L3. That's the only issue with any big organization. It's an architectural problem. 

Technical support is mostly good.

The response time and the responsiveness, the level of support that they provide, is tremendous.

I have worked on the scene, I have worked on firewalls as well as on multiple security products, but the support from BeyondTrust is highly efficient, from a highly experienced technical staff. The level at which they provide support, the dedication as well as the expertise they have, is among the best I have seen.

I used their email support, which is very good.

I would rate support at six out of 10. They need more people in the Pacific time zone.

There are chances some customer might give very negative feedback. Firstly, we think that they are extremely good in terms of ability. Next, they give you a slot for the support. If you give a ticket they respond quickly and give you a slot. However, the customer needs to make sure that they are available for that slot. Otherwise, they can view which slots will be available soon. If they miss a slot, the technical support will get busy with other tasks. This is one reason we have had negative feedback. It comes from the customer's end. 

As an implementer who has submitted tickets, we have gotten responses that resolve the issue. I have found that the way they communicate to resolve the issue was really good. I work with other vendors' products as well, although not for PAM. I thought that BeyondTrust support was really good.

Until now, there hasn’t been local direct support in Australia, so any support has to be raised via email and there is a day's lag. To speak directly to the support rep, you have to call a toll-free U.S number. However, I haven't doubted the competitiveness and efficiency of the support. All the cases I have submitted so far, for ourselves as well as our customers, have been resolved to an excellent level of satisfaction.

Very good.

Very good

While I've never been in touch with technical support, my team has in the past.

They can improve their services. That's my understanding based on the feedback I've heard. They are a Gartner leader, and due to this accolade, sometimes they can get a bit lazy when it comes to giving the right support. They are a leader so they take advantage. There are a lot of deals which we have lost due to this kind of attitude.

There are been cases that we are handling that have been going on for a year now. Even though they are an industry leader, they haven't been able to solve a small problem. We have the American University of Dubai struggling to solve a small problem, and it's been one year since one case has been opened with BeyondTrust, and they're not able to solve it. That's far too long.

We have been in touch with technical support and we are satisfied with them.

My support has come from the sales engineering team, not the support team, and I would rate the support at nine out of 10.

I would rate their technical support as a nine out of 10. I have a technical support contact in Singapore.