In my personal experience as product owner assigned to various components, there have been challenges with the support at times. I would say that it has scope for improvement.

Tier One customer service is not as responsive or as knowledgeable as I would like, however, once your service request is sent to a Tier Two support engineer, the knowledge and experience level increases dramatically.

In addition, within the CyberArk support environment, Technical forums are available in which other customers are very willing to share their experience, and offer possible solutions to non-critical issues.

There are two specific organizations within CyberArk that can provide customer assistance.

The customer success team is there with serious advanced knowledge to assist when things are not flowing. In my specific case, while I was learning to be a PAM administrator, I routinely contacted our customer success team with questions related to "Where can I find this documentation?", "How does this work?" and my favorite, "How can I put my permission back onto a safe?"

The other team is the professional services team, whose job is to be able to come in, analyze an issue, and correct it with the utmost speed. These are also highly experienced individuals that can be brought in the expand your implementation as needed.

CyberArk support is pretty solid.

I have contacted them multiple times. They helped me in a good way. Whenever I raised a ticket, depending on the ticket priority, they provided good support. Sometimes, I got a response within two hours.

Technical support for CyberArk Privileged Access Manager is responsive. As for their timelines for completing tickets, it would depend on the process. Sometimes it takes them less time to respond, and sometimes it takes them longer. They have different levels of support, so if level one is not able to resolve it, they escalate the issue in due time to the next level of support. They're mostly able to help.

On a scale of one to ten, with ten being the best, I'm giving their support an eight. There's always room for improvement, and in their case, in terms of support, what they could improve is their response time, especially their response to business-critical activities or issues.

Support has been a mixed bag. First-level support has been extremely time-consuming to get to an escalation resource that can help us resolve our reported issue. In all fairness, we have a very experienced staff and generally only contact support for more complex issues. There have been improvements made over the years and the commitment to improving support. Still, there is work needed in that department.

If there is an area that has room for improvement, it's probably working with their support and getting people on the phone. That is hard to do with most products in general, but that seems to be the difficult area. The product is fantastic, but sometimes we want somebody on the phone. I would rate their support at eight out of 10, whereas the rest of the solution is a nine or 10.

From a technical support perspective, they've been really good. There has just been a little bit of trouble with the database stuff, but that's because ours is a very aggressive deployment. Sometimes, when working with support, they aren't as aggressive as we are.

Initial call logging can be tedious at times. If you clearly articulate an issue yet are then required to collate entirely irrelevant logging information or jump through a default set of "have you tried this" questions it can cause frustration. Call escalation via account management has improved and when needed we have then progressed with support at a faster pace.

The customer service and support could be better. The response time could be better. 

I haven't used them myself, but I've been in the loop. The person driving the project at this point is somebody from the Information Security Office, but he has been keeping everybody else in the deployment team in the loop about what's going on. So far, the support seems to have been pretty good. When he reaches out to them, they seem to be able to resolve the issue pretty quickly.

I would rate their technical support as eight out of 10. They are usually really good and quick about answering any questions that you raise. However, they are sometimes not flexible with things. For instance, from one day to another, there might be something that had been done years ago by CyberArk, then they say, "We do not support that." You then have to initiate a complaint and start working with them. Things might become complicated and months pass while you are working with them. Usually, they are good and fast, but sometimes they seem to be blocked with problems, e.g., you will suddenly be working with another team instead of the team that you were working with the day before.

I would rate WALLIX support at six out of ten, while CyberArk's support is a seven. The reason it's a seven is that we always have to send them the logs. Of course, we do get some response and they work on things, but sometimes we lose time on little tickets.

Support does vary depending on how critical your issue is and if it needs to be elevated to dev support.

CyberArk support isn't the worst, but it's certainly not the best. I'd give it a six out of 10. They were responsive. After you submit a ticket, you get the typical response. You gather all the logs and send them, and then they do some analysis. They typically send you back to get more specific logs, so it's a standard support experience. I would not say it's great, but it is not terrible either.

Overall, as a partner in our digital transformation, CyberArk has been great. The technology adds a lot of value, but they're also very much engaged and concerned. The customer success manager very much wants to make sure we're getting value out of the tool. I guess my only concern there is that they are pushing very heavily for customers to switch to their new cloud solutions that may or may not fit our needs or expectations. I am worried that they're going to push even harder. For example, CyberArk might start offering features only available in the cloud solution that would make our future somewhat tenuous depending on what's going on. So my only hangup is that they're pushing cloud solutions that I don't think are very mature yet.

CyberArk has a solid community. It's easy to get support and feedback from the forums. However, it can be difficult to access official technical support if you don't have a CyberArk certification because they have a process to limit unnecessary calls. You get excellent support once you're certified. 

In terms of the technical support for CyberArk Privileged Access Manager, I sometimes contact the service engineer in this region. I also have access to the support portal which I use in some issues, but it's not so often. I found the technical support team very professional and I would rate support for CyberArk Privileged Access Manager five out of five.

They have a good response time. 

Sometimes, on the development side, for some components, it does not respond for PSM connectors and CPM plugins. They don't tend to take responsibility for those. While clients tend to develop some PSM connector and CPM plugin, I would like a more flexible response on these types of issues being raised. Because while I am developing those components, I am developing on their product.

Technical support has been helpful and responsive. We are happy with their support. 

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.

The support team from CyberArk Privileged Access Manager is very good.

CyberArk technical support is top notch. They provide ticketing and immediate escalation of issues, as well as direct resources for more immediate problems. CyberArk R&D has also provided valued updates to custom applications we use internally.

Some things need improvement. The solution doesn't provide sufficient support. I contacted them at one point, but it took several months to get a response. Additionally, we had an issue with account balances that took a while to resolve. That was four or five years ago, though. Other than that, it's a decent solution.

The technical support is fantastic and quick to respond. 

The partner support we have in Indonesia is fast and responsive to our needs. They are available if we are facing a problem. However, there is still room for improvement.

I rate the support from CyberArk Privileged Access Manager an eight out of ten.

The technical support is from the US. The only problem is that they reply during their own time zone. It has been a bit difficult to reach them, but we get the answers, they are just a bit delayed.

Our experience with tech support has been positive with slight delays due to the location of some of the deep-level resources.

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.

We have enterprise support from the vendors.

The response time could be a bit better. Some people don’t have the access to be able to jump in right away. Sometimes we need someone from the development team who has access to help.

Their technical support is good, but some of their documentation lacks details for people who aren't super technical. I would rate them an eight out of 10.

We don't often contact technical support, but when we do it, the response could be faster and better.

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.

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.

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.

Technical support is good. I haven't faced any issues. If you're looking at the response time, I will say that it's quite a long wait. 

Technical support has been excellent overall. We are pleased with their level of service. 

The technical support is good, and they fix any issues we have. However, the turnaround time for technical support is lengthy.

We are satisfied with their support. Our customers need local support, and CyberArk provides that. Their documentation is also good.

Very good always reactive. The commercial part was more difficult.

Sometimes it is hard to understand the capabilities, limitations, etc. They try to help with that.

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. 

There is not seamless stability in the support. Sometimes, we don't have any level of support which is required when something critical happens.

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.

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. 

Excellent service and quick responses with engineers who understand the product.

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.

CyberArk could use some improvement in 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.

The level of technical support has been great. The challenge has been to get an initial response and sometimes follow-up from CyberArk Support.

Our primary support is partners with whom we are interacting throughout the project. Then, if an issue is not yet resolved, we will raise a case with CyberArk support. They have certain SLAs that they are following based on the seriousness of an issue. The response will be according to that. 

The support is good.

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.

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.

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.

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.

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.

The issue of technical support is crucial, as there are not many specialized partners available in Brazil to provide this service. While English language support is of good quality, there is a significant shortage of partners capable of meeting the demand locally.

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.

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.

The technical support is great. They are very responsive.

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.

CyberArk support is one of the best support I have ever seen. I worked on multiple tools and had a conversation with their customer support, CyberArk support is one of best one i have encountered with. They are very patient and calm. However sometime they are not much aware about the issue and could not provide the solution until it escalated to L3. It would give 8 out of 10 to CyberArk support.

Refer to customer service. Technical support is 8/10.

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.

We have used their tech support extensively and there has been a lot of improvement in the way that CyberArk support operates over the last few years, but it still leaves somewhat to be desired. That is particularly true given the pricing. You would expect, for the amount of money that they charge for their support, and for their product in general, that it would be better. 

But I've seen major improvements in the last couple of years. I think they are aware of this issue and that it is an area that they are lacking in and they're working towards improving it.

They need to better recognize who they are dealing with. CyberArk has an extensive training program, the CyberArk University. You put in a lot of effort, resources, and money, to attend the training and become a professional in terms of your knowledge and ability to manage the Vault, and the solution in general. But then, when you require support, you are asked very simple questions, which you have already answered based on the knowledge that you've obtained from CyberArk. It takes a lot of time and effort to convince their support that you indeed have a more complex case to resolve, rather than a very simple fire-and-forget solution. It's generally not the kind of thing where they can give you a link to their knowledge base and look through it to find a solution yourself.

I have been working with CyberArk for five years and have all the possible certificates, and have extensive knowledge about it. Any time that I report a case to support, it seems the general gist of how such services operate is that they're trying to get rid of you. They give you a solution that, maybe, vaguely resembles the issue, or a solution that you specifically stated that you tried already and it does not work, just to get rid of you. They probably have customers who would be happy with that, but because of the importance of that software within our organization and the level of maturity that we have within my team as administrators of CyberArk, we expect, and we've communicated this to them, that they will approach our requests in a more advanced way. 

They should recognize that we have probably already done what the first line of support would suggest be done, and that we require some more involved support, but it seems very difficult to communicate this to them. Even if we get through to further lines of support, we often have the feeling that we still know more than they do about their own tools. I think there has been some sort of knowledge drain from CyberArk. We often have the feeling that they are learning on the job. They don't inspire a lot of confidence when it comes to their support.

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.

Technical support has been very responsive in navigating challenges. It is very easy to open a ticket.

I rate support 7/10. Technical knowledge of the support staff is good. Sometimes it is a lengthy process to get to the actual answer you require. One the one hand, that is because lots of information is required (logs, settings, reports, etc.). On the other hand, the support crew sometimes answers on questions that we did not ask.

I rate technical support 9/10, very good.

Customer support takes too much time to provide some response. When you open some cases, sometimes it takes one or two weeks to get some people to know the problem and how they will help us.

It's hard to find competent resellers/support.

I have not used technical support.

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.

I would give technical support a rating of 4.5/5.

Technical support works with customers and partners to resolve issues in a timely way.

I am satisfied with the vendor's support.

The support from CyberArk Privileged Access Manager is good.

We get excellent feedback from customer service, irrespective of the level of issues raised.

Technical support is pretty responsive and knowledgeable. We do get the right person.

The tech support for CyberArk is definitely one of the best I've used, and I've been in IT for 35 years.

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.

Customer Service:

Their support is pretty good and responsive.

Technical Support:

Their support is pretty good and responsive. Their L3 is in Israel, so sometimes it takes more time getting responses for complicated use cases.

Technical support from the vendor is the worst and that is one reason I stopped using CyberArk.

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.

The technical support for our customers is primarily handled by ourselves, with CyberArk technical support to fall back to. I have seen great improvements in the quality of support over the years and they continue to do so. The response is fast and the quality is good.

There is room for improvement in bug tracking. When a bug is confirmed, it is hard to track when or if it will be released in one of the future releases. As CyberArk is building an entire new support portal, I hope that this will be improved someday.

It's improved over the years and now is very fast and efficient. We've got a very good Italian customer service.

Very high level of technical support. Fast and organized.

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.

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.

We have good support from support. They are very helpful.

Their support is good. It is split up into different areas (technical, implementation, etc.) and I always have a quick answer. And they go all the way for their customers.

Technical support is 8/10; level of engagement depends on severity of problem.

Technical support is good. They have good technical teams around the world including southeast Asia.

We called technical support a few times and they came back to us very quickly. They fixed our problems very quickly. The problems were caused mainly by changes in the network.

Tech support is very quick to answer our request tickets. 

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.

The technical support is good.

Customer service is OK in Romania.

I had direct contact with the local team and they are OK.

Excellent customer support.

Technical support is OK. The product is not very difficult to install, but there are some considerations that need to be taken into account. Tech support is very well aware of this.

The product is not very difficult to install. However, there are some considerations that need to be taken into account. Technical support is very well aware of this.

We have frequently worked with CyberArk technical support. In the last year their support has been changed. I would rate it at about seven out of 10. It depends on the person who picks up the support ticket. If that person is fairly proficient in his experience, the response will be quick. Otherwise, it can take time. But, in general, it's good.

Technical support is quite efficient and they always provide a timely response.

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. 

Three-year support (unlimited case and call support) is free with license purchase but I would say sometimes it's not sufficient to resolve the issues with this model.

Nonetheless, CyberArk Profession Services is quite impressive, even though it's a costly affair.

Technical support is 7/10.

The tech support is decent. 

I haven't needed any support yet, as it is well documented.

The technical support for this solution is very good. If I was to rate it on a scale of one to five, I would give it a five.

I have limited experience with technical support, but our customers like the support.

In general, it appears to be fine.

I would give the technical support a 9/10 rating. It has superb technical support for U.S. clients.

However, for Indian origin clients, i.e., for foreign clients, the support is poor thus I have rated it a 4/10.

It's good.

It's good.

They are very helpful for us whenever we have any questions. 

We're pretty satisfied with technical support. They are helpful. I find them knowledgable and responsive and I've been happy with the level of service we've been given thus far.

Very good.

Technical support is average. They are not so great, because the first level support partner or distributor has to provide the support and customers cannot contact CyberArk support directly.

The technical support is excellent. On a scale from one to ten, I would give the support a rating of ten.