CyberArk PAS Customer Service and Technical Support

CoreAnalee82
Core Analyst/ Server Admin at a comms service provider with 1,001-5,000 employees
This is coming from a person who spent two-and-a-half years in customer support, so I do have a certain amount of empathy towards customer support people and the challenges they deal with. It depends on who you get on the other end of the phone. When you call in, you may get the young lady that I got the day we had that major issue. She very quickly found exactly what we needed to do and told us how to do it, and we got the problem settled. I've had other situations on much more minor issues, like how to configure this or how to make that work and I haven't had as good an experience on all of those. Sometimes I do, sometimes I don't. I think it depends more on who you get rather than on the company in general. Some support reps are always going to be better than others. I've only had a very small number of experiences with them. When I have an issue like that, I don't just open up a ticket and then leave it alone until they get back with me. I usually go back and continue to dig for a solution. About half the time, I find my own solution anyway. But I don't think it was commonly the case that they were not attempting to get back with me. Sometimes they didn't always offer, for the less critical issues perhaps, a quick, easy, how-to-implement it solution. This is probably a common thing, but they do ask for a lot of log files, a lot of information. They ask you to provide a lot of information to them before they're willing to give you anything at all upfront. It would be nice if they did a little bit of more give and take upfront of, "Well, why don't you try one or two or three of these common sense things, the first things that pop up on the radar on this type of issue, and see if any of them help? And we'll take the information that you gather and we'll go in the meantime." Instead of throwing it all in your lap to go and collect a whole huge collection of data to bring them before they give you anything, perhaps it would be better if they were a little more give-and-take upfront of, "Why don't you try these couple of things while we take your log files and stuff and go research them?" A little bit of that might be more helpful. View full review »
Securitye790
Security Architect at a healthcare company with 10,001+ employees
We have contacted them less frequently as we have become more familiar with the solution. A lot of times now engaging technical support is more for sanity checks, and saying, “Are we doing this right or are we missing anything?” We have utilized them and have had pretty good success with having them help us with particular issues. When we have called them, it has been something which has been a challenge for us. We generally get to the right person. Sometimes it takes us a bit of time and some further explanation to say, “This isn't exactly what we're asking." Then, we need to pull in somebody more technical or a next level of escalation. The customer success team has been monumental in helping us get the right people involved. If we log a support ticket, for example, and we are at a point in our maturity and our understanding of the solution that Tier 1 support is usually not what we need. We have done a lot of our own checks and troubleshooting, and we are able to say, "Here is all the stuff that we've done. We need the next level of support." The customer success team has been monumental in pulling in the right people and helping us get to the right people on that side rather than working with the support person and saying, “We pulled this person in.” Sometimes, it is pulling in the solution manager or the team lead for that solution and getting to the top of that team almost immediately. We have had great feedback. The customer success team has been at the center of helping us get to that point. View full review »
Informatf452
Information security engineer/ business owner
I'm not a fan of technical support with CyberArk. It's like jumping through red tape and hoops. Quite frankly, it's almost like when you call CyberArk you get the Help Desk or the level-one. I'm a level-one. I got the CCD, I know how to do the initial troubleshooting. When I call CyberArk it's because I can't figure the problem out. So I need a level-two, three, four. I don't need you to tell me, "Hey, open a ticket and then give me logs." I would like to say, "Can I get a WebEx please? Can you just look at this because I can tell you exactly what I did and how I did it, and then I just need you to help me fix it, because we've been doing this for about 30 minutes now, and when it gets to an hour it's going to start costing my customers money. So can we fix this today rather than tomorrow?" I'm not the biggest fan of tech support. View full review »
Find out what your peers are saying about CyberArk, BeyondTrust, Broadcom and others in Privileged Access Management. Updated: March 2020.
406,070 professionals have used our research since 2012.
GerryOwens
Founder at GoTab IT Risk Services
CyberArk is a growing company and their technical support has continued to grow and mature across the organization. The one thing I'll say that CyberArk has been able to do is to continue to keep in touch with its customers and look into areas where there's opportunity to continue improving their technical support across the organization. CyberArk works with an integrated model: They have integrators within firms that will implement the product. But at some point, you always need to refer back to the software owners of the product to make sure that you're comfortable that what you've designed and implemented is in keeping with what their blueprint would have recommended in the first place. In addition, their technical support has continued to mature and grow to help customers become successful in their deployments. View full review »
KunalChandel
Corporate Vice President at a insurance company with 10,001+ employees
We've had good relationships with their technical department. My team usually does more engineering. We work with CyberArk's customer success team more often than the regular technical support. My operations team usually deals more with tech support. When it has really come down to major issues, if we've ever had a Sev 1, they've been on point. They have picked up the phone, they've called us and they've helped us. View full review »
Rahsaan Knights
Information Security Analyst III at a healthcare company with 10,001+ employees
In the beginning (early 2017), we had some issues. We would have a discrepancy in what user support was telling us. From mid-last year until now, it has been absolutely spectacular. They have key people who are very good, and I speak extremely highly of them. They are excellent, very professional with a lot of knowledge. View full review »
SeniorSeca1c
Senior server administrator at a financial services firm with 1,001-5,000 employees
The tech support for CyberArk is definitely one of the best I've used, and I've been in IT for 35 years. View full review »
Sack Pephirom
Senior Security Engineer at a financial services firm with 1,001-5,000 employees
For what I was using technical support for, they were really knowledgeable. They were able to resolve the issues that we had. I have not had any problems with them, though it took them a bit of time. A lot of times, they did not escalate it right away, not until three or four tries, then they did escalate it to Level 2, possibly even Level 3 support. View full review »
ITSecuri6676
IT Security Analyst at a mining and metals company with 10,001+ employees
We use their technical support all the time. It is a little slow to start a case. Then, once you get through that door (Level 1), it does escalate appropriately. On the customer accounts side, our account managers are responsive. If you ask them, they will get you whomever you need. View full review »
CyberA26c
CyberArk Consultant at a hospitality company with 10,001+ employees
Occasionally when we are doing a new integration, or run into issues we are not able to fix by ourselves, we use technical support. Escalations have been done, and the support has been absolutely outstanding. View full review »
Sumit-Srivastava
Associate Vice President & Head of Apps Support at a tech services company with 10,001+ employees
The support has been good. Turnaround times have been okay. They have not been immediate, but they do respond in a few hours, or in a day. View full review »
Je’rid Mccormick
Associate Engineer I at COUNTRY Financial
The technical support is wonderful. We get the right person. They answer very quickly, giving us solutions which actually work. If we can't get a solution from them right away, we can tap into the community with the tools that they have given us, and work with people from other companies who have already solved the same issue. View full review »
MasterSo7490
Master software engineer at a financial services firm with 10,001+ employees
Technical support actually works really well. From time to time there can be some issues as far as SLAs go. Sometimes results will be on the back end of an SLA, which is still fair. It seems like you're complaining that it's "one to three days" and it's three as opposed to one, which is an unfair criticism. Generally, everybody is pretty knowledgeable. They're pretty upfront when it needs to be passed off to somebody else. That usually happens in a pretty timely manner. View full review »
Identity1647
Identity and Access Management Engineer at a energy/utilities company with 10,001+ employees
Technical support is very good. We have had a technical account manager (TAM) in the past, and have worked directly with her as our primary source. However, we also contact other people in the support environment, and they know the product well and are always willing to help out. View full review »
Director051a
Director Information Security at a insurance company with 501-1,000 employees
I evaluate the technical support very highly. Although, the individuals who we worked with were very technical. If they did not know something, they pulled in somebody right away. Also, one of the best attributes is the customer success team. We found great value in working with customer success and their team. If there are defects or issues, over the years, CyberArk management has listened to them and resolved those issues. Not many organizations respond to their customer feedback as well as CyberArk has. View full review »
Eli Galindo
Data Security Analyst II at a financial services firm with 5,001-10,000 employees
The technical support is good at communicating. I learned a lot yesterday about how to figure out a support case quicker by helping them help you, and by giving them as much information as you can. In the past, I have not done that as well as I could have. View full review »
Principad996
Principal entity management engineer at a retailer with 10,001+ employees
Technical support is pretty responsive and knowledgeable. We do get the right person. View full review »
Rodney Dapilmoto
Systems Admin Analyst 3 at CPS Energy
Customer Service: CyberArk could use some improvement with their level of customer service. Sometimes, it can take more than a day before a Case that I have submitted online gets a response from tech support. Technical Support: The level of technical support has been great. The challenge has been to get an initial response and sometimes follow-up from CyberArk Support. View full review »
Technica06b9
Technical consultant at a healthcare company with 1,001-5,000 employees
Technical support is good but the problem is when we are using the application side. The support people have a security background, so they may not know the application technology, so it's a challenge right now. Once they understand, then they make progress but, until then, we have to educate them. View full review »
Song Ye
Senior System Engineer at a transportation company with 10,001+ employees
We open the cases. We have made phone calls. We have engaged the professional services and the consulting services to help us move on. They are mostly up to par. Sometimes, they are a hindrance, when you know you have been through the issue again, and they want to gather the same log files, start from the basics, and we already know we are past that. Sometimes, we just need a Level 2 person instead of starting with a Level 1 person, or we need a higher level of support on an issue right away. We are a long-time customers, so we know what we are doing. The turnover might be an issue, because the support people are not local, or something. Therefore, it takes overnight to receive an answer back. We are hoping we can get local support. Though, recently it is getting better. We did have one serious case, where our support person and everybody needed a vacation, then took a vacation day, but our leadership needed us to stay on top of the case. It was a day or two where we didn't get any feedback. It would have been nice to know that they were going to be off. They had to hurry and quickly to get somebody assigned to the case. That was probably our only experience there. View full review »
Stephen Brittain
Security Analyst at a insurance company with 1,001-5,000 employees
The technical support does a good job. Sometimes, it takes you a little bit to get to the right person. As they grow, they are having growing pains. One of the things is just being able to get somebody on the phone sometimes. Besides that, usually if you put in a ticket, you get a response back quickly. However, overall, they have a good, solid group. View full review »
ITSecuri170b
IT Security Specialist I at a healthcare company with 1,001-5,000 employees
They are extremely knowledgeable. Sometimes I asked a question, and their first reply is the answer. Then, I have them close the ticket. I feel like I am getting the right person. View full review »
Maarten22
User at Liberty Global
This has been excellent for me. They always replied quickly, and most of the time the issue was resolved. The only downside — as soon as a ticket goes to the R&D engineers, you will have to wait a bit. View full review »
Varun_Sahu
Senior Associate at a consultancy with 10,001+ employees
The technical support has been tremendous. They try to resolve the issue as soon as possible, but sometimes I would expect them to engage an L3 level of support at the very first moment, as for priority, but they take a bit longer. View full review »
Dan Hines
Senior Technologist at a retailer with 1,001-5,000 employees
Technical support has been excellent. They have been really good and knowledgeable. They come out and help us out. They have also helped us do our roadmapping. We feel like we get the right person the right time that we call. View full review »
karthikrajaraj
Technical Director at Unique Performance Techsoft Pvt Ltd
Excellent customer support. View full review »
Kevin Elwell
Security Analyst at a retailer with 10,001+ employees
Technical support has been very responsive in navigating challenges. It is very easy to open a ticket. View full review »
SystemsA2327
Systems Admin II at a transportation company with 5,001-10,000 employees
For the most part, technical support is very knowledgeable. Sometimes, you get the one person whom you might have to push back on a little more. With PAS, they escalate our problems in due time, not so much with EPM. View full review »
Ashish Pandey
Technical Manager at a tech services company with 10,001+ employees
There is not seamless stability in the support. Sometimes, we don't have any level of support which is required when something critical happens. View full review »
reviewer990873
Information Security Engineer at a international affairs institute with 1,001-5,000 employees
The support is always very responsive, accurate, and complete in their solutions. I've always had a personal contact that would know our setup and was able to concentrate on our specifics instead of pointing to a generic document on the support site. View full review »
HimanshuPandey
Lead Consultant at a tech services company with 10,001+ employees
I believe the tech support staff can be more proactive. Right now, I have booked a ticket with tech support for an issue, and I have labeled the ticket "moderate priority." The response from tech support was at best, an answer within three to four days. I believe that is too much time, and can be shortened. View full review »
Randhir-Singh
Principal Consultant, IAM Projects at a tech services company with 201-500 employees
I found techincal support is adequate. The Indian team is not so good. They are OK with helping, but not all of the engineers are entirely experienced. View full review »
Jack Gammon
Security Analyst at a financial services firm with 5,001-10,000 employees
The technical support is great. They are very responsive. View full review »
reviewer990921
IT Support Specialist / Project Lead at a energy/utilities company with 10,001+ employees
Our experience with tech support has been positive with slight delays due to the location of some of the deep-level resources. View full review »
Je’rid Mccormick
Associate Engineer I at COUNTRY Financial
Excellent service and quick responses with engineers who understand the product. View full review »
reviewer990912
Senior Manager - Privileged Access Management at a tech services company with 10,001+ employees
We get excellent feedback from customer service, irrespective of the level of issues raised. View full review »
Gautam Mishra
IT Analyst at a tech services company with 10,001+ employees
Tech support is very quick to answer our request tickets. View full review »
Sumit Batabyal
Security Team Lead at a tech services company with 10,001+ employees
They are very helpful for us whenever we have any questions. View full review »
Review874
Vice President - Cyber Security at a tech services company with 10,001+ employees
The tech support is decent. View full review »
it_user514779
Project Manager at a tech services company with 10,001+ employees
We have good support from support. They are very helpful. View full review »
Find out what your peers are saying about CyberArk, BeyondTrust, Broadcom and others in Privileged Access Management. Updated: March 2020.
406,070 professionals have used our research since 2012.