I love support and the support people. It is very good. Because we are quite a mature customer and the whole team has a lot of experience (sometimes more than the support people), if they don't realize the seriousness of the situation, then we would not escalate but just to make our customer lifecycle architect aware by saying, "We are not feeling this case is getting the required personnel on it. We need somebody more senior. We don't have time to cover the basics that the first line support is trying to deal with. We've been over that." Overall, I would rate the technical support as nine out of 10.

In a case where we fail to understand an issue by collecting data on our own through our audit reports, we open a case with BMC. BMC always gives us a fast resolution. Their support is very good.

Technical support tends to be very helpful.

Technical support would be a 10. They're always available. They've been very helpful with any questions I have. There are multiple means of contacting them, and they've always been responsive. The technical account partner, Jake, has been very helpful. The account rep, Chris, has also been very responsive.

Our first-level support is with the GrupoCONTEXT team. They have the knowledge for all cases. There have only been 2 or 3 times where they did not know about the issue and involved BMC. There have only been 3 complex events. There have not been more complex issues. Normally, there are problems when maintenance and upgrades are carried out because sometimes the system changes.

I contacted their support a couple of times to ask them about an error that I did not understand. They have three guys who are pretty handy. When you ask questions, you, of course, have to wait at least 24 hours for someone to respond. They are pretty fast. Most of my queries were responded to within the same day, which is great. I would, for sure, rate their support a solid 10 out of 10.

The technical support is near perfect. I would rate them as nine and a half out of 10.

Technical support through BMC Support can be challenging at times.  If any issues need to be escalated to R&D then you have to work with directly with the team in Israel.  This can cause problems coordinating between time zones.  

I would probably give them a nine out of 10. For the most part, they're very helpful, but there's always an initial standard dialogue. For an issue, you have to collect from EM logs, agent logs, and so forth, and you submit that. Sometimes, we have done all the advanced work and submitted it, but they still come back and say, "Hey, we need the logs." It seems like that's a canned response without looking at the tickets.

They're very responsive. I'd rate them a 10 out of 10.

We are getting good help from them. When I use Support Central, I can also see tickets that have been created by my colleagues.

Their technical support is very good. They also have a community portal. I would rate them a nine out of ten.

Their technical support is okay. Sometimes, just to get them to look at it, you have to run a utility called data collector, and you have to give them all this information just to engage them. That can be burdensome.

Although I haven't been involved in the initial stages of a Control-M implementation, I have contacted BMC's services team. Sometimes they're very responsive and sometimes they're not. They're not terrible, but sometimes it's tough to engage the support team for more general questions. 

But if I'm doing an upgrade or something related to the product itself, they seem to be pretty responsive.

When we can't find a solution to an issue, we reach out to BMC customer support and they respond almost immediately. Overall, the technical support team is very good and I would rate them a nine or ten out of ten.

I have worked with BMC technical support and I would rate them a nine out of ten.

They respond very quickly, according to the severity of the problem. Also, the responses that they give are really clear and assist us with finding the problem, as well as the root cause.

Recently, there are some bugs with the product development, which necessitated R&D's involvement, which isn't ideal. We have fully integrated the solution into our production businesses, so any stability issues have a significant impact. There were cases where workarounds weren't provided quickly, with stubborn bugs needing environmental solutions.

We used other solutions from BMC as well, and their customer support was always great. I give them a 10 out of 10.

Training or a Knowledge Base were available or you could ask a question by submitting a ticket.

I would rate them an eight out of ten.

The technical support is probably the best I've ever worked with.

If I need support help from them, if we are down, they get back to me, if not immediately, within an hour. 24/7. And usually, we're up within an hour, after the first contact. They help greatly with planning for upgrades. I need to contact them here in the near future. They have a group called the AMIGO group, that does nothing but migrations and upgrades. I need to get with them to go over my plans for transitioning from the old servers to new servers. They will verify that what I'm doing is the right way to do it. If it's not, they will tell me how to do it, which is an excellent resource. 

They have a very large knowledge base. It's integrated with everything I've ever had to have it integrate with. Their support's been very good.

When I call BMC, I get an immediate response. I've had products that I've supported, that I've called companies and been on hold overnight. I've literally gone home for the night and left my phone on my desk, off the hook, on hold, and come in the next morning, and I'm still on hold, listening to the hold message due to the fact that the support hasn't answered yet.

The community is not as robust as some of our other tools that were replaced. The problem was the other tools that we were using didn't do everything that Control-M is now able to do, like monitoring and the entire pipeline flow.

The community and the networking that goes on within that community need improvement. We want to be able to reach out to an SME, and say, "Hey, we are doing it this way. Does that make sense?" Ideally, they come back. and say, "Yes, it does make sense to do it that way. However, if you want to do it this way, then it is a little more efficient." We understand that one solution framework doesn't fit everybody. Depending on the breadth of the data and how broad it is, you may have different models for one over the other.

I would rate the technical support as seven or eight out of 10.

It was a challenge to get the direction on how Control-M should be implemented. As we learned about new requirements from the customer, implementing those with help from the engineers at BMC was hard. The third-party contractors were one issue, however, when I escalated it to our customer representative, he was able to get me in touch with a dedicated BMC engineer and she was able to give me the information I needed and provided the context and direction on the best approaches. I wasn't able to use the third-party engineer that was assigned to us, however, the internal resource was a great partnership to help move this along.

We have a strong collaboration with BMC and we are constantly in contact with them.

The support is good and we are satisfied with it. In general, the responses are fast and the solutions that they provide are good.

The integrated guides and how-to videos in the solution’s web interface is a good approach. There are a lot of documents and webinars. Also, the support is very good. We receive good responses very quickly.

I would rate the technical support as nine out of 10.

I had an issue one time at my previous company. There was some issue with the database. We worked with Level 2 support to fix it. Other than that, there is not too much to talk about really in terms of problems. 

The integrated guides and how-to videos are very good in the solution’s web interface for reducing the time to full productivity with Control-M. BMC puts out a lot of webinars and videos on their YouTube channel. Sometimes I do use those. I go in and watch the video or webinar to see what is new or how to do things, which is very valuable.

The response time could be faster when you need a person to answer your questions. There are situations where availability becomes crucial. 

I've never used Control-M before, prior to being here and all I had to use were the help guides from the web, as well as the user interface that we have. The help administration guide has been the only way that we are able to get questions resolved and to go through support.

Their support is hit or miss. We have had successful sessions with them. And then we have other ones where there are fingers being pointed and it doesn't really solve anything. We have a rep that my manager goes through, but we seem to usually get issues resolved in a timely manner.

Technical support is very back-and-forth. That's one of my gripes about the support. We open a case, they ask us for logs, we upload logs, and they come back and ask us for something else. 

At times, there isn't a lot of what I would call working together with them. We do now, but that's because we had a ton of support cases piling up and we started escalating with their internal leadership. Now, there are weekly meetings between our leadership and their leadership and our account managers, as well as weekly meetings with the support team and the dev team, to talk through our cases and any updates on them.

It took a lot of pushing from our end to get them to work with us. Otherwise, they just asked for logs and then we were waiting for a couple of days for them to look through all the logs and get back to us. We can't be doing that, especially if the issue is a production problem. We can't just upload logs every time we open a case and wait around for two weeks to get an answer.

Another gripe is that they're very siloed in what they know. Something that I've been asking for for a long time, from BMC, is somebody who can take a look at our environment as a whole, and not just in pieces. Every time we open a case with support, they want to assign it to a specific area. If it's a problem with the agent, then an agent person will look at it. If it's a problem with the EM, then an EM person will look at it. But nobody is looking at the environment as a whole. That's an issue because a lot of our problems, as I've mentioned, with MFT, are impacting the entire environment. It's not just one component. It's the entire environment and how those components relate and how they communicate that have been impacted. Nobody has really looked at the environment as a whole, in support. I think it would benefit BMC to have more experts on the entire application and not have everybody so siloed.

Whenever we have issues, they are resolved through our organization's admin.

I would rate their technical support as five out of five. They have been really helpful and knowledgeable. Even though there have been some cases where support has originally said, "Well, we don't know for now," they have asked for data and provided us with a solution pretty much every time we have had any issues. 

If they don't have a solution on hand, they take it to the lab. We communicate with them and the lab, then everything works out pretty well. Even if there is a big issue, which isn't very common, they have just taken it, and said, "We will see. We will go to the lab where we will test".

The interface guide and YouTube videos have been somewhat useful. However, there is too much data in there. When you try to search something, you get too many search results that weren't exactly what you were looking for.

The technical support is wonderful. I've had no issues with them. Contacting them is very simple, you can do it online. And I usually get a response back within an hour.

I rate Control-M eight out of ten. I have contacted them to help me understand how different things work in Control-M.

Their support is pretty good. I would rate them a nine out of ten. Sometimes, they take time. I had a couple of issues, which prolonged for more than a month. It was something that I wasn't expecting, but they were not show-stoppers. They should expedite their support. The time delay from the support team and the development team should be worked on.

BMC support is an eight out of 10. Everyone has centralized outsourcing for the first line of their service desk. They always ask some of their normal questions. After a while, once those guys know our workflow and understand that we already have some knowledge in Control-M, it is really fast to solve the problem.

I only really deal with bank clients. Control-M handles the technical support. I don't deal with them directly and have no idea how technical support works or how helpful they are overall when it comes to troubleshooting issues.

I rate BMC support a solid nine out of ten. I say nine because I never give a ten to anyone. 

BMC has very good people. Their support has been excellent. We had very quick replies. Their technicians have always been very friendly, and they have a lot of knowledge of the product.

They always provided a very good solution. When we had a Severity One problem, they call us immediately and solved the problem even on the weekend.

The technical support is great. On their website, they have a knowledge base, where a lot of times, I find the answer to my problem. If not, whether it is a question or technical problem, I open a case online, and I get responses very quickly. If it is a high level problem, I will get a call back right away. They have follow-the-sun support, so I always have access to someone to talk to. If production is down, I will get someone on the phone right away, and I've never had a problem. They always answer my questions, which is very helpful. They never say, "Hey, you could have looked this up over here." They give me great answers back, which have helped quite a bit.

Generally, we don't interact directly with BMC because we have a service provider that we use, Blue Turtle. So, we interact with Control-M via Blue Turtle for any queries that we are having.

Technical support is very responsive and we have never had any issues with them. Generally, if we have a problem or question, we can open a ticket with BMC and we usually get a response back within an hour, or no later than two hours.

I would rate their support a ten out of ten.

Technical support is excellent. They have a great support team. Also their AMIGO program is great, where you can engage BMC support for migration of your Control-M versions, if you need BMC expertise handy, and they do go through the complete process from start to finish, which is great.

In 80% to 90% of situations, BMC has provided better solutions. In rare cases, the support was not an asset.

BMC Control-M videos and webinars are being uploaded on YouTube or the BMC website. These are really helping us a lot to solve issues or understanding some things. One thing that BMC needs to continue is giving more webinars and uploading videos.

Jesse, my account manager, is very prompt and he answers all my questions in a timely manner.

We have hardly reached out to the support team. Whenever we would reach out to them when we were running on the older version, they would always say, “Hey, you have to upgrade in order to troubleshoot.” In my experience, the support has not been excellent but it has met expectations. Since upgrading our version, we haven't reached out to the support team.

With earlier versions, the support was not accurate or delivered in a timely manner. What would happen is that I would be in production mode and I would have an issue and would want to get someone on a call to see what was happening. But they would always say, “Hey, provide the log first and then we'll review and we'll get back to you." I feel that when a customer asks about a production issue, they should jump onto the call to see what is going on, and then collect the logs. At least that would give me hope that the support is there and that they are on top of it. I did not get that kind of support from Control-M.

It could be this was just my experience from a very limited number of tickets. Once or twice we had a production issue and I was expecting that someone would join the call immediately. I know they need a log to see what is going on, but before that they could jump on and see if they can fix it. Sometimes an expert will know what the problem is before seeing the log.

I do work with support from other vendors' applications as well, and I get a different response from those vendors, so this is something BMC might have to improve.

Most of the time we don't get the answers we're looking for. That's why we use a consultant company.

BMC technical support is great. I rate it 10 out of 10. We have received immediate help with issues.

I would rate the technical support an eight out of ten.

We have been dealing with BMC for several years and when you consider the support from a few years ago, the response that we received was more technical and more accurate regarding the problem that we were having.

As it is now, more and more we are seeing that the customer support has to rely on the product development team to resolve the issue. This is because there are a lot of bugs in the product and customer support cannot provide a solution for these. Instead, the problem has to be fixed by development, and then a patch is released to solve the problem.

For this reason, I am rating the support an eight instead of ten.

Technical support for this solution is top-notch. Many of the folks that I email have been there for years! That says a lot.

It can be slow at times, but you eventually come to an understanding that as long as you provide all of the information they 'might' need as early as possible, there are better chances that you get your answers 'sooner'.

I would give customer service a rating of 8/10.

I would give technical support a rating of 8/10.

The technical support is great and I would give it a ten.

I've been happy not only with the customer service overall but also the speed with which I am contacted after submitting a case.

The level of technical support for Control-M continues to meet my needs.

BMC support is good. I would give them eight or nine out of 10, most of the time. They reply quickly, even before the actual SLA time. However, in certain worst case scenarios, I would give them a seven out of 10.

Most of the time, the integrated guide immediately opens up the relevant page. You can get the necessary information from that. The videos are really basic. For example, with version 9.0.20, there are videos that come up by default in many places as part of the help page, which is ideal for beginners. Whereas, at my level of implementation, we are looking for more detailed explicit knowledge for a specific scenario. For beginners, the web help is more than enough, if a person is patient enough to go through it.

Technical support is 7/10. I faced an issue in which the connection was lost in the middle of a run. It was a small batch, so I managed it by rerunning it. I contacted tech support on a weekend, because I had to run a weekly batch. I didn’t see much of an immediate response from them, but they were able to sort out the issue a little later.

BMC support will be good level with more number or expertise available

BMC support is clueless on the new issues that arise. It seems like 90% of them are escalated to the R&D department, where they research and come back with a solution.

The guides or materials available are quite useful when exploring all the features.

The technical support is great. They get it back to you right away. As soon as you open up a ticket, they are on it. I am happy with them.

10 out of 9.

10 out of 0

I didn't use their technical support. 

We only use our partner's support.

I am not that satisfied with their customer support. I would give them a 4 or 3.8 out of 5. Sometimes, they don't have the answers. 

Their documentation is not that clear. It is not well written, and it is not in a very logical manner. They just put information in the documentation, and you have to find things. It is not easy. If you are new to this product, you have to spend some time to understand what is it, and when you go to the documentation, most of the pages have a few lines, and then they ask, "Did it help?" It actually doesn't help. There is not much documentation, and it is not that clear. IBM products have very clear-cut, systematic, and guided activity sort of things on the website, whereas BMC's documentation is very poor. It is not that eloquent and clear.

Technical support for this solution needs to be improved.

I find the level of technical support (Blue Turtle Technologies) to be exceptional. Whether it is a small query or a large problem, you will always get a timeous response and often one of the support staff members will be present on-site.

I rate technical support 10/10.

Most of the time, we don't get the answers that we are looking for from the technical support. That is why we use a consultant company.

Sometimes, it's very good, and sometimes not. We have mixed feelings. It used to be better.

The level of support from BMC has been very good.

We receive excellent support from our service provider.

Technical support is excellent.

Technical support is very good. They're very helpful. The only downside is getting their attention and fixing a problem in a timely fashion. But a lot of it is development. If it comes to an urgent problem, they usually respond fairly quickly. And I must say, there really haven't been that many urgent problems.

Technical support is 10 out of 10; support is available around the clock, 24/7.

As soon as you have an issue, a ticket is created and the tech support is quite responsive. 

Their technical support is very good. We need to create tickets, and their response time is good.

The technical support is okay, because it's an end of life product.

Comtrol-M technical support is done through a local agent. We are in Israel, so the agent in Israel is the one giving it. It's adequate, not perfect. It's okay.

10 out of 10.

The technical support is good. I've used them many times for technical issues. So far, their support has been good for resolving all the issues.

We have opened case requests to their support.

The technical support is extremely helpful. You can provide just a basic description of your case. If they need to, they can log onto your system. They can shoot you into the right direction, whether it's a knowledge article, community forums, etc. Overall, it is great technical support. Though, it has been a while since I've had a technical call with them.

Sometimes, with technical support, they will take feedback, but you don't know where that feedback goes or if it proceeds along in the thought process.

9/10 - Everything is typically great with customer service.

8/10 - After getting through the basics with lower level support, we tend to get problems resolved after proving our issue is "real" and we get put in contact with a technical SME.

Customer service is excellent.

Technical support is excellent.

Technical support is sufficient. BMC have a group of specialists in Tel Aviv who will advise on the best solution to any issue. It can be a little painful, trying to send huge log files to the vendor, but they are very helpful.

The technical support on offer is very good. It's from BMC. The customers can
open a ticket and be sure that they will have excellent technical support. We're
satisfied with the level of service provided.

They are perfect. I would rate them a ten out of ten.

Technical support is excellent. We called them two times in a year and there was a reply within 30 minutes, so that's good.

I find technical support to be knowledgeable and willing to provide assistance for any and all queries.

Customer service tries to be helpful. They tend to shy away from many tasks that BMC feels falls into "Customizations". Anything that differs from the OOB is hard to get help with.

Most of the technicians seem to be highly capable.

Customer service is the best.

Technical support is the best.

Support has been very good in my experience.

I would give customer service a rating of 8/10. They are very good.

I would give technical support a rating of 8/10. They are very good.

Currently technical support is awesome, 100%.

Technical support was very good, 8/10.

I had a minor issue with their online interface for opening problem tickets. Their website at the time was horrible. (I hope it has been fixed.) I did let them know it would take you in circles without ever actually opening the ticket. This to the point that you had to eventually call and wait for someone to call you back so that the ticket was established. Then, you would send all the doc explaining the issue. Then, they would ask you to provide a ton of stuff, such as logs. Then, once you sent them that, they would tell you that it was an automated response and that they really did not need all that. In their defense, this only happen occasionally; otherwise I would have given them a 4 out of 10.

The technical support is good, I would rate it a three out of five.

Customer support is good. The support site, searching, and accessing knowledge modules, and accessing product downloads is very slow.

Technical support is excellent.

Technical support has a very weak first line of support, but a very good developer team in Israel.

Technical support was not required much as we had total in-house solution consultants. Though, in times of need, BMC had their regular support SLAs to support us. 

Excellent -- 10/10.

Excellent -- 10/10.

BMC service was excellent.

Excellent.

Technical support is 8/10. However, a lot of techies use the online forum. If you are knowledgeable, you can solve issues yourself; otherwise it’ll go to level 3 support, which makes tech support a middleman.

Technical support is the best among the biggest software delivery houses.

Technical support is very good.

I didn't really call for help on the production with the technical support.

Very good.

Technical support is very good.

4/10

BMC provides good technical support and I would give it an 8 out of 10 rating.

Their technical support is awesome. They're helpful when you're in a complicated situation.