Sometimes we don't get the replies quickly. The response time is not fast.

Salesforce Commerce Cloud support and ticketing are easy once you face a problem, but I've never faced a problem.

Our technical team gets very good support from the vendor. I would rate the customer support a nine out of ten.

We have not had any experiences with customer service and support yet. So currently, we have been relying on the team that we have for support.

Excellent. Demandware has continually improved it's commitment since the early days.

Also excellent. Demandware's support team knows Java and the critical components well.

In terms of technical support, sometimes it takes time, at least six to 12 hours, which is not very good at the critical moment. But at least they come back to you, as opposed to WooCommerce which is an open source community. You post some question on an open source thread on any website and it's your luck if you get some answer. It might take months or it might take days, or it might take one minute. You're not sure. WooCommerce is not that helpful because it is an open source platform while the Salesforce will get back to you in at least five, six hours.

Salesforce gets back to you and solves the issues. This is the beauty of a closed source environment. If you're working with Microsoft Dynamics 365, their new solution, which is a very fine competitor of Salesforce Commerce Cloud, even they already are full, but they are evolving in the market and this is the beauty of closed source and private companies -they get back to you with answers.

Actually, their ticket system and help area is very good. You can find everything you need there.

Technical support is very good. You have a team of people ready to help and fix issues.

Technical support requires that you depend on their partner. Otherwise, while Salesforce is good at sales, the after-sales portion of the experience is lacking, mostly due to the fact that they're really lacking experience. It's not the greatest. 

The technical support services team offers training and skill development programs. There is enough documentation available to resolve the queries. It is easier to communicate when we call them for support as they refer to the same documents.

I would rate the technical support a four out of ten.

They are weak and they are really hard to reach out to. They can respond but sometimes they don't understand the solution. Salesforce has people running all over the place and sometimes they don't understand what you are asking for. They contact you, you show them the problem that you're facing, and then they put in the case that they don't understand you. They ask for another call and you have to state the case again, but they don't answer. 

Ultimately, I would prefer not to contact everybody to get a case resolved.

I have never made use of technical support. 

I have reached out to technical support many times but usually, it was for help enabling any features which were not activated, or if there were any technical issues, for example, while publishing something. So in that case, I have reached out to technical support. You can't expect them to do any customizations in your org.

They will only help you with enforced technical glitches if there are any, or any activation features if needed.

Their support is good from my past experience; they definitely offer good support compared to other CRM platforms. Salesforce support is quite better than all of them.

I haven't used technical support because I haven't required it.

From what I understand, it's pretty fast, and they have a 24 hour turnaround time policy that they follow. Any query is responded to within 24 hours.

Some of my team members have been in contact with technical support, but I have not personally.

We have not had to use technical support.

It's good - 7/10.

It's good - 7/10.