BigFix Customer Service and Technical Support

Michelle McGough
BigFix Offering Manager at a tech services company
Support cases were admittedly slower to solve than I would have liked. In one of the competing solutions, I used I had an email DL and just fired off a message to say that I needed help and someone would call me right away. In IBM there is a rich support infrastructure which does have its advantages of maintaining a lot of history and call times but the overhead can feel frustrating at times. These are the times when having a good relationship with the company and the community came in handy. In most cases, I was able to avoid needing to open a ticket by asking for advice from someone I knew. And over time when my skills developed I learned that most of my support cases were really training/skill related and the number of tickets opened in my last year of use was one in that entire year for a small defect which wasn't closed quickly but support gave me a work-around that let me keep working without too much extra effort. View full review »
Informat76c6
Information Security Systems Specialist at a university with 10,001+ employees
Technical support has gone through its ups and downs, especially under IBM. The IBM support mechanism is clunky and somewhat challenging. They have made improvements recently. One thing that I really value about this organization is that we have a dedicated customer advocate, who is on the development team, and who is able to escalate serious issues as necessary, when the standard channels aren't working well. They've maintained that personal touch that has really improved our confidence in the support. View full review »
BigFixAddb6e
BigFix Admin / Win SysAdmin at Costco Wholesale
Between the user groups, the community, the AVP support, the direct access via technical route and the PMR support, half the time I don't even need to do a formal PMR because the solutions from the community resolve whatever issues we're having. It's the best community and support based system I've ever used. View full review »
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Tanyalynnette Grimes
CEO/ Chief Strategist at GreenWave Tech Corp
We're a partner, so we deliver technical support to customers. When we need to talk to the product support, traditionally, with the product over the last five years, I would not say support has been supportive. I hope that changes. View full review »
ProductLfae0
Product Line Manager at a tech company with 10,001+ employees
Overall, technical support is very good. Sometimes you have to figure out a different way to get to what you want and you have to escalate through multiple layers to get to the right solution. We've been using the tool for long enough that we don't need the easy help, we need the hard help. Sometimes that's really hard to get to and then the turnaround cycle between when we report an issue and when we hear back and being able to get data to the right people at the right time, we end up having to re-open tickets over and over again because we don't have the data that they need. Sometimes they ask for something and we have to go ask somebody else for it and get it back to them and by then the SLA has run out, so that's not good. View full review »
Securitye35b
Security Engineer at a university with 1-10 employees
Any time I've had to call or take it up with the support at BigFix, I've had nothing but the best support. The engineers get what it is we're trying to do. We've had an outstanding relationship with them, and some of them even know us on a first name basis. Very good support. View full review »
Daniel-Mitchell
Senior Server Systems Enigineer at a healthcare company with 501-1,000 employees
Their technical support is above average. Sometimes, because there are different modules, we'd get bounced to different help desks. It's frustrating that we don't have a one-stop shop. Overall, when we do get the right person, it's quick and easy. View full review »
Technica91c3
Technical Engineer at a individual & family service with 10,001+ employees
Their technical support is very good. View full review »
Joshua Hickok
Senior Security Consultant at Tech Data Corporation
Technical support is pretty good. I have never had any issues with support. Primarily, though, I go to the BigFix community which has been super helpful. View full review »
Endpoint84a2
Endpoint Management Engineer at a retailer with 1,001-5,000 employees
In regards to technical support, level 2 is very helpful, but when things need to get more visibility you can get their core developers to help which is really helpful. View full review »
Shalva Narayan
Project Lead at a tech services company with 201-500 employees
I have a good grip on this solution so I don't need to contact technical support for anything. View full review »
Ravi Khanchandani
Founder Director with 11-50 employees
Customer support is excellent, but involving customer support and crossing the initial hurdles of getting past the first level of support personnel sometimes takes a while. But once it lands with the right support people the support is excellent. Level 1 support from IBM definitely needs improvement. View full review »
John Livinston
CEO at Verve
Their technical support is very good. The BigFix community is the best part. The support is nice, but the fact that we've got all those other practitioners out there, that's the best part. View full review »
Ben Cotton
Founder at CyFIR
Their technical support is very responsive. View full review »
reviewer1014810
System Administrator at a university with 10,001+ employees
Technical support is good. We have a close relationship with people who work in the company. We are fortunate where we get direct communication with them, so it's good. View full review »
BigFixBrad
Engineer with 10,001+ employees
Their technical support is excellent. View full review »
Fernando Martinez
Systems Administrator at a tech services company with 1,001-5,000 employees
Their technical support needs some improvement. We have had some cases where we didn't get enough support from the support team but I think it's improving now. View full review »
BigFixAdcb76
BigFix Admin at a university with 10,001+ employees
Their technical support can be helpful. We send a PMR and they are pretty helpful. I would give them, on a scale from one to five, with five being the best, around a four. View full review »
Sean Seymour
Senior Developer at Jack in the Box
Technical support is excellent, as far as the forum support. As far as new product needs, it's mixed. Sometimes if you are asked to submit an official request they go into a black hole. View full review »
Andrew Laurence
Systems Analyst at a university with 10,001+ employees
Technical support has always been useful and they have always ultimately provided a solution. View full review »
Technolo49bf
Technology Engineer at a retailer with 1,001-5,000 employees
I have to contact technical support infrequently, which is good. When I have to use them, I do get responses in a relatively timely manner. View full review »
SeniorSod3da
Senior Solutions Architect at Siwel Consulting
Their technical support is very good. The PMRs I have had to open with IBM are answered pretty well. I have nothing but praise for these people. View full review »
ITEngine2f5e
IT Engineer at a pharma/biotech company with 1,001-5,000 employees
The first level two support was a little spotty a year ago. It's improved. I get a B, B plus from them. The knowledge of the first line of support seemed to be limited. View full review »
Connie Lamicela
CTO at ESM Technology
Their support is very good. View full review »
Securityabc9
Security
Their technical support is decent. View full review »
SystemAnbeb8
System Analysis at a healthcare company with 10,001+ employees
Technical support has been good. When IBM first took over it was kind of rocky but in the last few years, it's definitely improved. View full review »
Nirmal Kumar
Talent Acquisition Executive at a consultancy with 1,001-5,000 employees
The technical support was pretty good. The response time was good. View full review »
Find out what your peers are saying about HCL, Tanium, Symantec and others in Endpoint Protection for Business. Updated: October 2019.
378,570 professionals have used our research since 2012.
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