Off late, the support team has been responsive. Before, we had to escalate things to get them done.

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The customer service and support are responsive. However, Nexus's support is better.  

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The solution's technical support has been good. I opened a few cases with them for issues I came across and got a good response from the support team. I rate the solution’s technical support a seven or eight out of ten.

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The application has been upgraded, and the majority of relevant articles have been updated within the last two years. This means that when I used to search for solutions in the past, I often had to connect with support and wait for assistance.  The shift towards a more self-service approach, where knowledge is readily available, has significantly improved the support experience. It provides direct support with a dedicated support engineer, which further enhances the overall support quality and about forty to fifty percent of our smaller issues can be resolved by referring to articles available, without having to open a ticket.

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OpenText's support has been pretty solid. I cannot always say that about the history of Documentum, but since it moved to OpenText, we have got pretty solid, reliable, and timely upgrades and support. I would rate their support a good solid eight out of ten. There is room for improvement, but they are quite reliable.

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OpenText Documentum's technical support needs to be improved.

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Documentum's support is very good. They are very knowledgeable. I would rate them a seven out of ten. 

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OpenText Documentum's support resources are always available. 

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OpenText Documentum's support is great. 

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We get professional support from OpenText Documentum. 

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When it comes to technical support, their responses can be slow, taking up to a month for issue resolution. I would rate the support as a five out of ten.

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I rate the technical support an eight out of ten.

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Open Text's technical support is lacking. There isn't enough community support. It's all paid and locked away behind Dell support, which makes it hard to find the solutions for problems we face. 

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When Dell EMC had the technical support, it was better in terms of response and resolution. After the acquisition of Documentum from Dell EMC to OpenText the support became not as good in terms of responses and resolutions. I believe OpenText is working to enhance it in the coming years.

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Technical support is okay and I would rate them an eight out of ten. In some cases, the time it takes them to respond can be improved.

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Customer Service: I would rate the service below average. This was three years ago, so maybe it has improved since.Technical Support: Support was average. My involvement was not only user level, but development integration level also. I had more difficult questions I am sure than the average user. View full review »

Technical support is average.

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Seven out of 10.

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I rate technical support 1/5. Whenever I wanted help from Dell EMC, it wasn't for trivial issues. I wanted help from people that have a high degree of knowledge in Documentum and, in some cases, have access to information that I don't (like something I could only know by reverse engineering).

For sure, some people in Dell EMC have knowledge and can be really helpful, but usually when we submit a case or question, we have to pass through some people that know less than what we know. This makes us lose lots of time asking irrelevant questions for information we already gave. Sometimes we give up before getting to someone with knowledge.

Other times, our issue really gets to someone with knowledge (after quite some time), and only a percentage of those times the support is helpful. Also, Dell EMC doesn't support Documentum's versions for a long time. You quite often see Dell EMC personnel saying Dell EMC does not support old versions when, for most situations, we can see the issue would not be any different in the most recent version.

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We get our support from a partner, not from them directly. I don't like the consultancy, they don't have a lot of experience but they sell this solution. The support needs to be better. 

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The technical support is good.

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Customer Service: AverageTechnical Support: Average View full review »