Technical support has been good overall. 

There are certain support staff who are extremely knowledgeable and helpful and others who are not as good. 

The technical team is pretty good, but first-level support can be a bit hit and miss with response time and knowledge.

The solution's technical support needs improvement. The team responds to the ticket request after a week's time. Sometimes, even after a week, we don't receive a satisfactory update about the issues we raised. Also, it takes at least a month to fix any errors.

The support from Cornerstone Learning can be better but they were okay. The quality of the first-level support could do better. You start investigating and escalating the support and then you receive a different answer. The quality of the support could be better.

I would rate them a six out of 10. That's primarily driven by the timeliness of responses and the number of interactions it takes to explain the problem and get an appropriate solution. One of the challenges is that because they have a decentralized support model, you don't get the same representative who understands how we have configured the system. So, they're learning it anew every time we have to escalate a ticket. However, we don't have to escalate a ton of tickets. It's probably one of the platforms that require fewer tickets, but when those tickets are raised, they're generally of extreme importance to the business. So, we need a quick turnaround time.

Out of all of the software providers that I've worked with, in the talent management space, and there have been many, Cornerstone is the most client-responsive. They're really driven by our feedback and our suggestions. They are receptive, responsive, and very dedicated to the long-term success of their clients.

With respect to technical support, they are very good. However, there is one thing that can be improved and it is related to the automatic ticketing system. If you open a ticket and just wait for a response then it will take quite a long time.

What I have found, and I usually suggest it to other clients, is to first open a ticket and then call into the global support product line right afterward. By doing so, it really expedites everything. I don't think that this is very clear to clients and I think that it should be made more so. If instead, you don't follow up on your own, then it will be a long turnaround time. If you do follow up then it will be resolved in a matter of hours, or perhaps one day at the most. That is unless it is something extremely complicated that has to be escalated to the engineering team.

The technical support from Cornerstone Learning could improve.

I rate the support from Cornerstone Learning a three out of five.

We contacted technical support only during implementation. They have a very good process for handling tickets. There is a dedicated portal for raising any concerns or requests and a private wiki site as well, where you can find most answers.

For a company, there are only one or two persons who can raise a ticket with them. You will get a reply from them within a day. It's a good service and is an organized way of solving issues.

The support from Cornerstone Learning is good. They have an online forum, we have a customer service manager and technical support that are good.

The documentation of Cornerstone Learning is detailed and comprehensive. They are available to anybody, they can be found with a quick internet search. The documents are very detailed about how you can accomplish tasks. There are times the information covers less of why you would use certain functionality and the pros and cons of using that functionality.

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

Technical Support has improved. Sometimes one still receives inaccurate answers based on a misinterpretation of the question. There is no further input from the client restating the initial issue. It is usually fast and reliable.

Online technical support is good but offline technical support can be improved a little bit.

We had first-level support, which was someone in our organization. They then liaised with the technical team. There were quite a lot of issues. That was because of the complexity of our organization and the sheer number of people who were going into that system to use it.

It depends on the client because it's a part of the package. All the clients do not have support, but if they do, it is a good thing because you can communicate with someone who can find the solution for you.

Their support is good. There is also a help page, and you have all the functionalities on the help page. Sometimes, you just need to go to the help page, and you can find the bug or issue that you are facing.

I rate the technical support from Cornerstone Learning a three out of five.

We have the in-house capability to manage this solution, and we also have access to their technical support. Their technical support is very good. They provide real-time support.

6 out of 10

• For the Saba Enterprise editions - Technical support is average.
• For the Saba Cloud platform - Technical support is good.

The technical support for Cornerstone OnDemand’s learning module is good enough. Problems get solved in a timely manner, although their representatives could use more soft skills.

Technical support is 10/10; the support and feedback is provided with expertise and speed.

All Cornerstone support staff and implementation consultants must be certified every two years; this means being upskilled and trained at all times of new and existing functionality.

I haven't needed to contact technical support because we have the implementor who knows the system very well.

I would give technical support a rating of 7/10.