Dynatrace Customer Service and Support
BP
Barry Pieper
Manager, Performance Engineering at Medica Health Plans
Tech support has generally been pretty good. We get good response. They have a thing called Dynatrace ONE and I find the tech support to be best if I engage it through a chat window on Dynatrace. There's a place, right in the tool, where you can get a hold of a Dynatrace ONE person and they'll look at your problem right away. That seems to work better than the old model of calling support or sending an email, because you would go back and forth. "Send me more doc. What about this? Send me that." The Dynatrace ONE agent gathers everything he needs and, once he has all that, if he doesn't know what the problem is, at something like a level-one triage, he'll open the incident for you and it's done. I like that part. The traditional send-them-an-email, open-a-ticket-online takes too long. The Dynatrace ONE agent available through chat is a great concept. I encourage my team to use that rather than opening a problem. And that's included in the standard licensing.
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Manish Ved
Lead Infrastructure Domain Architect (Systems) at a healthcare company with 10,001+ employees
I would rate the technical support of this solution a 10, on a scale from one to 10, with one being the worst and 10 being the best. The reason for this rating is that we pay for premium support with them.
View full review »MA
Michael Akers
Monitoring Services Manager at Vitality Corporate Services Limited
The technical support is very good. They are always there and able to answer any query.
View full review »Buyer's Guide
Dynatrace
April 2024
Learn what your peers think about Dynatrace. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,578 professionals have used our research since 2012.
RM
reviewer1352679
IT Technical Architect at a insurance company with 5,001-10,000 employees
Their Tier 0 is better than most companies that I have ever worked with. Normally, I'll get useful information even at that initial level/Tier 0.
The in-app chat is extremely helpful. It helps not only with the ability for me to troubleshoot, but the ability for the rest of the organization to ask how-to questions. We have hundreds of those chats across the organization per month which are leveraged by end users.
Everything else is as expected when working through engineering and our product specialists, who have been helpful.
View full review »
KapilK
Senior Manager, Technical Architect Performance at Duck Creek Technologies
While designing the business dashboard, I encountered various bugs that impacted my work. There were many tickets and conversations between me and the support team. It took a reasonable amount of time to solve the issues.
View full review »MK
Mark Kaplan
Senior Director IT at BARBRI Inc.
Their technical support is the best ever. I know I sound like a broken record, but we get chat support on the Dynatrace site, not from some guy in India, but from a high-level tech in the US who has all the answers to the questions. That person is not like some first-level guy who's going to ask you if your machine's booted up. The techs can answer our questions and, if they can't, they open the ticket and get back to us later. It's the best support model I've ever had the pleasure of working with.
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Mark McDonald
Infrastructure Engineering Lead at The Star Entertainment Group
The support has been exceptional.
View full review »DH
Donald Hall
Manager, Ecommerce Support at a retailer with 1,001-5,000 employees
It is fantastic. You don't even have to pick up the phone. You can submit a Jira ticket from directly within Dynatrace to the support team. Those Jira tickets are categories based on the component of Dynatrace that you're looking at. You actually get a live agent chat within the tool, so you're not only submitting a ticket and getting a case number, but you have the support rep right there in the chat session to walk you through it. It's the only product I use that has a similar interactive of an online health system.
View full review »SK
reviewer1469784
Senior Manager at a financial services firm with 10,001+ employees
I have only interacted with support a few times but the team works closely with them and gives good feedback.
I rate technical support an eight out of ten.
View full review »RS
reviewer1286100
Managing Enterprise Architect Individual Contributor at a tech vendor with 10,001+ employees
I would rate the technical support a four out of five.
View full review »KM
Kevin McNall
Director, Digital Projects and Practices at Rack Room Shoes
Technical support has been great. The first line of defense is their chat through the UI, which is really simple. They're super-responsive and usually get back to us within minutes. We have a solutions engineer that we can reach out to as well, and they have been very helpful, even with things like setting up training sessions and screen-sharing sessions to help enable our internal teams to be more productive using the tool.
JS
reviewer770460
Monitoring Observability Specialist at a financial services firm with 10,001+ employees
The solution's technical support is extremely good. If in our company, we are stuck with something, Dynatrace's technical support team is always quick to respond, and they always have answers to our questions.
I rate the technical support a nine out of ten.
CG
Chris Green
Technical Lead at Royal Caribbean Cruises
If we needed technical support, we usually call our account team to help us figure out where the errors are, whether it is something with an agent or management servers.
View full review »
it_user815400
Senior Technical Systems Analyst at a financial services firm with 10,001+ employees
Support has been very good. We are in constant contact with our sales engineer.
They're very responsive, and anytime we do have an issue and raise a concern, we get immediate feedback. We have a good relationship with Dynatrace.
View full review »AP
Avinash Podisetti
Architect at Highmark
I would rate the technical support very well. They work with the inside their development teams to get us the best answer, as much as possible.
View full review »GF
Gary Frank
CIO FNB Business Lending at First Rand Bank Ltd.
Our experience was very good. Online help via in-app chat was very helpful. Excellent webinar and online training was provided.
View full review »it_user815397
Senior Manager APM Team at a financial services firm with 10,001+ employees
I wouldn't say we need to call them that often, the solution does not require a lot of hand-holding from that perspective, but we've had it for five years so there are always a few bumps in the road. We've had to call in for a few things, and they're really very professional. If we've needed to escalate issues, we've never had a problem doing that. Always been able to get to root cause, and in every case, been satisfied with the outcomes.
Varaprasad
Senior Technical Lead
I would rate the technical support of this solution an eight, on a scale from one to 10, with one being the worst and 10 being the best.
View full review »SA
reviewer1258731
Solutions director at a tech services company with 51-200 employees
We had several calls to their support organization, but we have had a very good response from them. Even the Mission Control functionality within the solution is handling most of the log collection. They can reach your server to understand the situation, and they can do a dynamic upgrade of the solution. So, it's very good and very powerful.
I would rate them 5 out of 5.
View full review »AC
AndreCosta
Data Engineer Manager at Creditas
The technical support is quite good. There is also very good documentation on the solution if you need it. Overall, we've been quite satisfied with the level of service we've been provided.
View full review »RF
reviewer1367220
Senior Product Manager at a computer software company with 1,001-5,000 employees
The technical support is excellent and very fast. Not only do I get a quick response, but they're also able to close the request off very quickly and satisfactorily with a fix.
Some of the feedback I get from our team, who are familiar with other tools: "Compared with other tools, Dynatrace support is excellent."
View full review »JL
Justin Lowery
Front-end Architect at Rack Room Shoes
I have noticed a few problems with the service before. I reached out to support and the system did appear to resolve itself on its own (after there was a problem). Then, the support staff couldn't see any further issues. The solution’s self-healing functionality works.
We ran into a problem where the Dynatrace JavaScript agent is returning errors, and it's very apparent that there's a problem. However, the customer support will ask us for seemingly unnecessary details instead of looking at our dashboard through their account to see what the problem is. They ask us for a lot of details not really related to solving the problem. As a result, we still have a few issues that were never resolved. They're not major issues, but they're frustrating.
The technical support is below average. They've solved some of the problems that we had, but it took several weeks to resolve almost each problem we had when they probably should have been fixed within a day or two.
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PankajSingh4
Senior Specialist at Qualitest
I consulted the Dynatrace technical support team one year ago and had a pleasant experience with the team. I'm rating the support a ten out of ten. It was excellent.
View full review »SD
SrikanthDoddi
Principal Member of Technical Staff at a tech vendor with 10,001+ employees
My team reaches out to the Dynatrace technical support team whenever there's a connectivity issue, an issue with dashboard creation, or a log that needs clarification. I used to contact the vendor via email and create a request for the Dynatrace support team.
Support is good, but it needs a faster response, so I'd give it an eight out of ten.
View full review »RM
Richard Mitchell
DevOps Leader at a legal firm with 501-1,000 employees
Talking about Dynatrace as a company, the people I've spoken to have always been responsive. The support is always available, partly because of our support package. As a whole, Dynatrace has always been a very responsive entity, whether I've been dealing with them in North America or in the UK.
View full review »JC
James Cousins
IT Delivery Manager at a program development consultancy with 5,001-10,000 employees
The team used tech support during the original implementation to make sure that it was going well. And it went very smoothly.
I don't think we've had any problems with it from a Virgin Money Giving perspective. Having said that, we had experts using it who were already within Virgin Money. So we were able to use that internal expertise to help us to implement it into our solutions, which was helpful. So we haven't needed to call tech support.
View full review »SS
reviewer1740150
Software Systems Analyst at a manufacturing company with 10,001+ employees
We really need assistance directly from Dynatrace. We don't have a technically strong person internally to support the solution and we haven't had support from Dynatrace in the past six months.
TR
reviewer1360584
Works at a financial services firm with 51-200 employees
I use Dynatrace technical support on a daily basis. They have a live chat within the tool and that comes for free with the tool itself. All 500 of our users are able to use this chat functionality. I'm using it very frequently, especially when I need to find out where features or functionalities are located within the tool. They can immediately help you with first-line support for the easy questions and that saves you a lot of time. You just chat and say, "Hey, I want to see where this setting can be activated," and they say, "Just click this button and you will be there."
For the more complex questions, you start with tickets and they will solve them. That takes a little bit longer, depending on how complex your question is.
But that first-line support is really a very easy way to interact with these people, and you get more out of the tool, faster.
View full review »it_user815325
Senior Systems Engineer at a transportation company with 10,001+ employees
We haven't used technical support.
View full review »it_user245445
Sr. IT Manager eCommerce Operations at a retailer with 10,001+ employees
Customer Service:
Great relationship. They respond quick and are readily available to help.
Technical Support:They have a fairly good support team. They are dedicated until the issue is resolved. In case of an emergency or product issue, they will find someone to get on the phone or WebEx.
View full review »JL
Julius Loman
Senior consultant at a computer software company with 201-500 employees
Their support is awesome. I get valuable answers from their support for all my tickets.
JB
reviewer1610259
Software Developer at a government with 1,001-5,000 employees
We haven't been in touch with technical support lately. However, when we have contacted them in the past, they have been helpful and responsive. We're quite pleased with their capabilities so far.
View full review »it_user815277
Platform Engineer at a financial services firm with 10,001+ employees
Anytime I can't find the answer immediately in docs or answers, I just open a ticket. They are very good about giving you a response.
Initially, I am talking about two or three years ago, I think they did not have enough personnel staffed there. Therefore, it would take them maybe two or three days to get to your ticket. Now, it is maybe the next day you will have a pretty reasonable answer and that is provided you did exactly what it says in the support ticket. For example, make sure you upload your support archive. Otherwise, you will burn a day and they will send you an email requesting you just upload this. That is shooting yourself in the foot, and that is not their fault.
it_user520278
Software Engineer at a pharma/biotech company with 10,001+ employees
I have definitely had to use technical support. The technical support team, customer service team, and Dynatrace altogether have been the best team that I have worked with industry-wide. Whenever I have a problem, most of the time they are hounding me for more feedback on the problem than me having to hound them. They have been great. I have a monthly call with technical resources, and I also have sales resources on a monthly call. Whatever our need is, they are there to help us, hold our hand, and walk us through it. It has been amazing.
View full review »it_user815403
IT Analyst Senior at a financial services firm with 10,001+ employees
I personally have not used tech support, but we have other people on the team that do engage with the vendor more avidly and they've said that support has been pretty adept at meeting their needs, time-wise. We're pretty pleased so far with the way the vendor has handled problems we've proposed to them.
SY
Shikha Yadav
Senior Analyst APM at a manufacturing company with 10,001+ employees
I have used technical support a lot of times, mostly for technical stuff. For example, on challenges that I am facing for configurations based on technical tools.
They have been pretty helpful and very responsive, Compared to other tools that I have used in the past, Dynatrace's support has always been responsive.
View full review »JC
itconsul250830
Sr.Tech.Analyst Monitoreo at a financial services firm with 1,001-5,000 employees
Support is okay but could be better and faster. The documentation for the tool could be better. The documentation with Elastic and Datadog is more detailed.
View full review »AS
reviewer1497948
Associate Director, Application Performance Management Solution Design & Engineering at a financial services firm with 10,001+ employees
We are satisfied with the technical support.
View full review »it_user815295
Lead Performance Engineer at a retailer with 10,001+ employees
We have used support quite extensively. We have had many very imperative tickets with them, and they are very supportive. They are very good with communication. They are very transparent in issues, what they need to do, and how they need to fix certain issues and problems. We have worked very closely with a lot of the support. We get a lot of offshore support from the Austrian development teams and a lot from the Polish development teams. Anybody they could pull in to make things happen and to make the pain go away for us, they do it, and they do it very well.
View full review »it_user815337
Monitoring Team Lead at a logistics company with 10,001+ employees
I've never had to use technical support.
The only time that we really needed support, we actually engaged with, not a guardian, but the next level, which was a consultant. He came to work with us and help us out, deploying some of the stuff that we needed to do.
View full review »it_user815367
Availability Manager at a financial services firm with 10,001+ employees
I think it's good. They are very responsive and get back to us. They try to give us workarounds and follow up with us. So, we're happy with that.
it_user787395
Service Operations Manager at a media company with 10,001+ employees
We have used them extensively. They are very eager to help.
View full review »it_user255393
Senior Systems Administrator Leader/Performance Engineer at a tech services company with 10,001+ employees
Customer Service:
10 out of 10 as they are great to work with.
Technical Support:9 out of 10, but it could be 10 out of 10. They are very prompt and technical. They will work with you to fix any issues.
View full review »CM
Cristiane Machado
Head Of Product Development at Stefanini SCALA
I haven't really dealt with technical support. However, our tech team is quite capable of handling any issues should they arise.
View full review »SE
reviewer1589394
Cloud Solution Engineer at a financial services firm with 5,001-10,000 employees
Their technical support is brilliant. They are online 24/7. You go into a chat window, and you talk to their support people. They can connect directly with your system and monitor it. They even tell you if something is wrong. It is the best support that I've ever had on any monitoring system. It is not just you monitoring it; it is them monitoring it as well at the same time.
View full review »SA
SrQA656894
Senior Software Engineer in Test at Autodesk
I have only heard positive reviews.
View full review »it_user815382
Test Manager at a university with 10,001+ employees
We're going through a proof of concept right now, so we work very closely. They're knowledgeable and we get the right person whenever we call.
View full review »it_user815322
Manager Application Development at International Flavors & Fragrances Inc.
We did use technical support in the initial phase when we were struggling to get into the tool. We felt they were knowledgeable.
They do have a salesperson we can contact in India.
View full review »it_user815289
Vice President at a financial services firm with 10,001+ employees
We have used the problem management, which is available on the management support community site. We have used that.
View full review »
FerencJordanics
System Engineer at a tech services company with 11-50 employees
The tool's support is hard to reach.
View full review »RW
ReinhardWeber
Senior Product Manager at SAP CX
The technical support is great. We have a pretty good contract with Dynatrace for contacting support. They are pretty responsive and very knowledgeable. You get a DevOps engineer from Dynatrace jumping on immediately with very high expertise. You don't get the typical Level 1 automated standard reply: "Yes, we will take care of it," but then you have to ping back.
View full review »it_user815376
Tech Lead Infrastructure at a financial services firm with 10,001+ employees
We used tech support one time. We did in Fabric. We have internal cloud, called C3. So C3 and Fabric, we had a little bit of an issue, we called the support guys to fix it so and they were knowledgeable.
View full review »it_user815409
IT Application Analyst Senior at a financial services firm with 10,001+ employees
Tech support is good. They are really responsive to our support tickets. We work really closely. Not only do we have our sales contacts and a sales engineer contact, we have a product success manager as well. We talk to them twice a month, we do calls. We always talk through those open issues, and they're really supportive if there are things that we need to have pushed and escalated, to help us do that.
I've never called, I've opened tickets through the Support Portal, that's the way I've engaged with our support. I'm more on our application business unit side of the house, so not directly involved with the configuration management of the Dynatrace server and environment. I'm more from a usage standpoint, and the configuration of our applications, how we have those set up in the AppMon environment.
View full review »it_user815235
IT Manager at a financial services firm with 10,001+ employees
I have a very good team who are very good at this, so from my perspective, I would say is Dynatrace is one of the few companies where it seems their people are still ahead of my team in terms of troubleshooting things. Some of the other applications that I have, I feel like my guys should be paid by the companies that troubleshoot. The Dynatrace support team that we have is great and the staff that we have had onsite has been consistently good.
View full review »it_user815268
Senior Developer at a logistics company with 1,001-5,000 employees
I am more from the development team. We have a monitoring team, which is actually supporting Dynatrace with the help of Dynatrace's guidance.
Feedback about the technical support from our monitoring team has been pretty good. Our monitoring team is totally taking it in well. They are learning on their own.
it_user815232
Platform Engineer at a financial services firm with 10,001+ employees
Technical support is awesome. I primarily do DC RUM, but all of that is in Poland, and they are phenomenal.
View full review »it_user815412
Manager Of Digital Resiliency and APM at Royal Bank of Canada
The technical support has been fantastic, even getting right up to third-level support and getting changes overnight.
A small anecdote: We needed some changes to the UE mobile agent and we needed them in a hurry. And support turned that ask around in two days, which was phenomenal.
And then, I started talking to some of the guys in Boston, Detroit about some of the exciting changes they're making for their support model where they can have off-site guardians. I actually employ two guardians myself at a time. I have them on a one year contract. Putting them in-house has been invaluable.
The idea of other organizations being able to use Dynatrace guardian hours, and doing it piece meal as they need it, is great because not everybody needs as much hand-holding, but everybody needs a little help some time. The response time and the knowledge has been tremendous.
View full review »it_user815214
System Engineer - SiteScope Owner and Tech Lead at a manufacturing company with 10,001+ employees
We used technical support. We just start configuring the system and the initial installation. We had one issue when we tried to enter one agent and it just does not work. We got to work with the highest level of support, but it took a while to get there. Initially, we did not get to that level. This is considering maybe it was just after the New Year, and it took a little bit longer than we expected to get to the highest level of support.
View full review »it_user138303
Owner with 51-200 employees
Customer Service: Could be improved, but has everything to do with the merge of Compuware and dynaTrace. There is a local office in the Netherlands, but available FTE is under par.Technical Support: It is good.
View full review »
BL
reviewer1113282
Associate Consultant at a computer software company with 10,001+ employees
We have worked with their technical support team on a couple of specific areas, and I would rate them a four out of five.
We have not had to contact support for applications that use simple technology, like Java. However, when it is a complex system such as an ERP or a cloud-based application, sometimes the integration requires that we create specific plugins to capture the data. These are the types of things that we have worked with technical support to resolve.
View full review »EV
reviewer988488
Managing Director at a computer software company with 501-1,000 employees
The technical support is phenomenal - they have a call program called Dynatrace ONE, which is like a customer success program on steroids.
View full review »it_user815241
Senior Director at a financial services firm with 10,001+ employees
As our adoption was in its infancy, we had the physical Dynatrace guardians, local from local areas, if you will, in our city. That was like our support because they were physically onsite. As our own staff became enabled and just basically knew the product, we frankly did not really need support, unless it was a product defect or something like that. In which case, we had a team within our company that was the interface for them.
View full review »it_user815445
Capacity And Performance Manager at BBVA
They were helpful. They pinpointed exactly what the problem was, because for us it was a strange behavior. It was not downtime, but we lost metrics sometimes, and not always at the same time. We found that it was because the lack of capacity of the servers where we installed the server part of Dynatrace.
We did not have to wait for answers from them.
it_user815292
VP at a financial services firm with 10,001+ employees
We had to use technical support before, primarily in the areas of adding additional features to the product. For example, we have some applications in Python. We do not have support for Python, which is not really the product, but more adding features on top of the product.
View full review »it_user161208
Senior System Engineer at Delta Air Lines (PreMerger NWA)
The technical support has been fair. We have Dynatrace folks still working on the implementation stage so we have not used the full tech support. It is in-house support right now.
My complaint is the feature sets that they promised slips a lot. However, that is software development.
View full review »it_user815202
Senior Specialist at a logistics company with 1,001-5,000 employees
I have not contacted any customer solution or support.
Since we are still on the warranty period, we have still Dynatrace guardians on-site. I can go in and say, "Hey, this is what is happening," and he will get me a solution, or he will say, "Hey, you are doing this wrong. You have to do this." If not, he would say this feature is not yet released, and we are going to have it in next Q release, or whatever. Dynatrace guardian is the first point of contact if I have to ask any questions, he would be the guy.
View full review »it_user815460
Technical Team Manager at a manufacturing company with 1,001-5,000 employees
We actively use the Expert Services from the vendor. They are certainly very knowledgeable on the solution. The challenge is how do we map our business requirements and business challenges with the solution. Obviously, they do not understand our business challenges, so if we are able to provide the proper feedback to them about our business challenges, they can really map the solution to our problems.
They have solved our problems most of the time, as quickly as possible. Some of the time they solved the problem, but it took some time to solve it. That's the reason I give the solution an eight out of 10. The Expert Services is really helpful for us.
View full review »TS
Tjeerd Saijoen
CEO at Rufusforyou
There is room for improvement, support-wise. We have a lot of experience in many different areas — I worked for years in the IT industry. I missed in-depth knowledge of audit tools. They know Dynatrace very well, but when it comes to solving problems, for example, in PeopleSoft, they don't know anything about PeopleSoft — that's what's causing the problem in my opinion. You need to know the tools to able to resolve the problems.
View full review »SB
reviewer1372599
Sr. Technical Consultant at a computer software company with 1,001-5,000 employees
The solution offers pretty good training modules, documentation, and community platforms. We're quite satisfied with the level of service provided. I'd rate them a nine out of ten so far.
View full review »SC
ITspe9886
IT Specialist at a government with 10,001+ employees
On a scale of one to ten, my experience working with the AppDynamics onsite people and offsite support is maybe a five. I feel that they don't want to take responsibility for the areas that AppDynamics is lacking in. When things don't work in which they were sold, then they want to tell us that it is our environment more than their application not functioning correctly.
Whenever we had issues with Dynatrace, you could get Dynatrace support on the phone, and they were all over it. They would get into our machines, then take screenshots or look at the performance of the systems while it was running. They wrote custom patches to help us resolve issues that we had. I would rate the support that we receive from Dynatrace as a ten out of ten.
View full review »it_user815349
Senior Architect at a healthcare company with 10,001+ employees
We've spoken with tech support several times. We've used them to answer questions and to help us get more value out of Dynatrace. We've also uncovered bugs and they've been able to help us identify those and support has come out with fixes for them. It's been good overall.
it_user815346
DevOps Manager at a insurance company with 10,001+ employees
We used tech support just on the implementation side of it, initially, for a day. They were knowledgeable and helpful.
View full review »it_user815226
Platform Architect Senior at The PNC Financial Services Group, Inc.
When it's something technical support can fix, it is very good. When it is something they can't fix, and it is either an environmental area or something they need to work on it sometimes can take time to get done.
They take a reasonable amount of time if it is on the roadmap, but if it is not on the roadmap, then it does take awhile.
View full review »it_user815451
Senior Systems Analyst at a leisure / travel company with 1,001-5,000 employees
I submit a ticket once every week or every two weeks. They always have been pretty comprehensive in their responses. They're also quick when it comes to responding to our tickets.
View full review »it_user19185
V.P. - Pre-Production Performance Architect at a financial services firm with 10,001+ employees
RS
reviewer1170870
Enterprise Monitoring | Information Services at a healthcare company with 5,001-10,000 employees
Their support is very good.
View full review »IM
IlkkaM
Managing Director with 51-200 employees
I have contacted technical support. Unfortunately, it took quite a while.
The technical support could be faster.
View full review »BK
Bacha Khoperia
Senior System Administrator at Public Service Development Agency
We never had a problem, and we never had to create a case with Dynatrace. The company from which we buy this product also helps us in using it in our organization. We don't have support problems.
View full review »VP
ManagerO54e5
Manager of DevOps at a hospitality company with 1,001-5,000 employees
The technical support is excellent.
View full review »SC
ITspe9886
IT Specialist at a government with 10,001+ employees
I would give Dynatrace's technical support a 100% rating. I feel like whenever I call or send an email that I get the right person automatically. For the most difficult answers, the most I have to wait is about three days and the answers have been relevant.
View full review »it_user815340
Manager Custom Solutions at Nemours
I have used technical support in the past and they are pretty quick to respond. The other thing is, the APM community is available, Andy answers pretty much any question I post pretty quickly, so I think that group community help is really good.
View full review »SS
Samy Senthivel
Enterprise Monitoring Service Manager at a tech vendor with 5,001-10,000 employees
We have called the technical support and most of the calls are returned quickly. Some of them will be a real technical problem and then they have to reach their engineering side; the support is not able to help. Those were the cases where support got delayed.
We had both experiences, unreasonably long for most of the cases, and some were reasonably long delays.
View full review »LK
Luke Kabamba
Senior Solutions Architect at a tech services company with 51-200 employees
We didn't have to contact them because it was so great. The solution was taking care of itself. For example, if there was any problem, we would shut it down, and the next day, when you try to figure it out, it would have got resolved by itself. That was quite impressive. So, we didn't have to call technical support at all.
View full review »KS
Krishnan Swaminathan
Chief Delivery & Wellness Officer at Bahwan CyberTek
Technical support is fine. We have not had any issues.
View full review »it_user815358
Senior Systems Engineer at a insurance company with 5,001-10,000 employees
Technical support is good.
There was only one time that I had to contact someone at two o'clock in the morning and the response was not as quick as I thought it was going to be. However, we addressed that with meetings. I think they have done a lot better job of their support.
View full review »it_user815424
Software Developer at The Travelers Companies, Inc.
I have not called tech support, but we do have a guardian. I know that one of our performance engineers actively works with him to work through any kinds of problems, configuration problems, things like that. We've had good support from them.
View full review »it_user815193
Senior Software Engineer at a tech company with 201-500 employees
Customer support is pretty helpful. Two or three days back, we had some issues. We logged a p zero defect and they resolved the problem within half a day.
View full review »it_user815457
Solutions Developer at a retailer with 10,001+ employees
I have not used technical support but I think my coworker has. He has recommended it to me. He's like, "If you have issues, totally call them."
View full review »SP
reviewer1045242
Project Lead Engineer at a construction company with 5,001-10,000 employees
Technical support is always available to assist. They are very good.
View full review »OK
Olive Kusumbara
Consultant at a tech services company with 1,001-5,000 employees
Technical support is good. They provide a webchat that responds almost immediately.
In terms of ticketing, with a formal inquiry, they do not have any severities for immediate support, even though it is promised by them to respond within four hours.
With their web chat support, you can ask several questions or inquiries and get information immediately.
View full review »BM
Bill Masters
Principal Engineer at DISH Network Corporation
We had a good experience working with their technical support.
View full review »it_user778722
Supervisor Of Event Management And Monitoring at a insurance company with 1,001-5,000 employees
It's easier when you can get to a level-2. We've had guardians on site for a while. Because we've had guardians on site they made it easier for us to get to support. So we know how to navigate support.
From my perspective, support has been quite satisfactory, because it's not like we're a novice going at this. We understand, these are the people you need to talk to. And they recognize the urgency when you're calling. So, I feel comfortable with saying support has been pretty good for us.
it_user815244
Application Monitoring Specialist at a energy/utilities company with 1,001-5,000 employees
The technical support is very knowledgeable.
There were a few cases where we were having trouble with something and the solution gets back to us within hours. So, that is really useful.
Initially, the complexities were due to lack of knowledge about the tool and it was our fault. Eventually, we even got into problems where we had an issue with Dynatrace servers not functioning as expected, but the support was very quick to help us identify the problem and fix it immediately.
it_user815250
Performance Engineer at NAIC
They have a very active community.
View full review »it_user810705
IT Systems Admin at a insurance company with 1,001-5,000 employees
Tech support is great. You're able to get through the levels pretty fast, so it has been pretty good.
View full review »
DermotCasey
Principal Technology Consultant at Vodafone
I haven't had to deal with them too much. I would rate it as average. It has been good enough, but I haven't had too many moments where I had to reach out. I would rate their support a four out of five.
View full review »OK
Olive Kusumbara
Consultant at a tech services company with 1,001-5,000 employees
The tech support is great. Besides calls, they also have an online presence where we can chat directly to them. If I'm not mistaken, this may be for premier customers, since their support is layered.
For the other support mechanism, which is for regular customers, they can submit questions into a portal. I think the response time is between four to six hours. They could improve the response time because the premier customers have a fifteen-minute to one-hour response time.
View full review »RR
Rohit Ray
Software Test Engineer at Enova International
The technical support is readily available.
View full review »RV
Ruan Van Staden
Academic Application Support at a university with 1,001-5,000 employees
Every now and again, we contact technical because we have a few questions and they are very responsive and helpful. If it's a problem that we cannot figure out over the phone, they will make an appointment. They will come to our site. It's all part of the support contract, and there is no extra charges for it, which is good.
View full review »it_user815334
Solution Architect at a financial services firm
We use the Dynatrace University, plus some of the guidance solutions. Generally these guys are quite experienced and they help us to understand properly. They cannot help our environment - we help them to understand our infrastructure. It's like handshaking with each other. It's good.
View full review »it_user815379
ECOM Engineer at a retailer with 1,001-5,000 employees
We just submit a ticket, and it will probably take them one day. That's sufficient for us, for now.
The resolution time is also about one day. Right now, one day is not good enough. We would like it to be in the hours. So that's why, another thing with this new Dynatrace product is they have the messaging system, something like that. And they have the server that would monitor our Dynatrace server, where they can see everything, what the issue is already, so they can resolve it quicker, instead of our submitting a ticket and waiting for one day.
it_user815280
Staff Performance Engineer at a tech company with 201-500 employees
Initially, when we were onboarding the product, we had to use technical support, especially for contouring the system. We found the technical support to be effective and the resolution time to be good.
View full review »it_user815223
Enterprise Monitoring Engineer at a financial services firm with 1,001-5,000 employees
Depends on how tough the question is. If I ask them a question about stuff they have not done before, it takes a while. Then, we have uncovered a couple of bugs, and we used to wait for the solution. I have been a good QA for them in some cases. Generally, nothing show-stopping.
Some of their sprints have had some inconsistent pieces. They generally fix them in two or three sprints after that.
View full review »it_user815436
Director Of Integration And Performance at a media company with 10,001+ employees
From what I've seen, they're very knowledgeable and easy to work with.
View full review »it_user815454
CEO/Founder at Keizer Consulting Group
We use tech support. How I would rate them depends. So some of our problems are quite complex, because of how we've stressed the system to the extent that we have. So, we've had some stuff on the AppMon side that's because we're well beyond the usable limits. They help where they can, but in some instances it just is what it is.
On the Managed side it's been pretty good. Stuff gets turned around pretty quickly. With them being able to do the remote management from the back-end, they are able to fix stuff up if they need to.
In terms of response time, relative to the complexity of the problem, I think it's reasonable. Some of our problems have been not normal. But the normal stuff, they turn it around fairly quickly. We don't pay for Premium support either, so you get what you pay for. They are usually quite responsive, and we've got really good connections into most of the folks back in the labs, so it works out well.
it_user810702
APM Platform Architect at a transportation company with 10,001+ employees
Technical support is really great, and they're very quick. If they cannot fix it, they're very good about escalating right away to product development.
Our issues were mostly around Synthetic, some incompatibilities with the JavaScript frameworks. For Dynatrace specifically, it was for the browser RUM.
AG
Abhiram Gandhe
Principal Architect at a computer software company with 11-50 employees
We regularly connect with the technical support and obtain input from them. They are nice to work with, so we have been happy with the service.
View full review »it_user817713
Works at a financial services firm with 10,001+ employees
Experience with relationship/account manager has been really poor, it does not seem to be the firm's priority to support their customers.
View full review »it_user815298
QA Performance Lead at a manufacturing company with 10,001+ employees
Technical support is pretty good. Not only the technical support, but the upper managers, they are also very technically, savvy people. Most of them, not all of them are. Also, some of the sales accounts, they are able to find you the right technical people, if necessary.
View full review »it_user815319
Operations Level 1 at a manufacturing company with 1,001-5,000 employees
The technical support team is really good. We do have guardian services, the dedicated resource who works with us. We always reach out to him. The online chats have been effective. The webpages, the university where we can go and have a look at solutions and the like, have been very helpful so far. The technical team has been very good with support.
it_user815286
APM Architect at a tech services company with 10,001+ employees
We have used technical support many times, because there are some issues which we were not able to figure out based on the information provided. There are some things, which we need the technical support team's help in making the changes, and also before changes are made. There should not be a case where we make a change and certain features get disabled, or certain featured get enabled.
We have used technical support in the past, but the support is limited. Though, I have never had an issue that the technical team has not been able to solve. I show them the problem, then they see the problem, and solve it. That is what is very successful for me: no back-and-forth with support.
Support can ask in a list what information they want from me and what problem I am facing, then I will explain it. This will help us to solve problem more quickly than just chatting.
View full review »it_user815331
Enterprise Monitoring Architect
Our tech support guy is amazing. What I try to do, because I know how I am and I get irritated when someone comes to me and I know that they haven’t even tried to look. They’re just saying to themselves, “Oh, she knows, let’s ask her.” That’s annoying to me because I have a lot that I have to do throughout the day. What I try to do is, I go to the Dynatrace support site, I’m on there every day watching the videos, looking at the articles, reading the white papers. It’s very extensive. The majority of the time I find what I am looking for. If I don’t, I know that I can call Jeff and say, “Hey, I’m looking for this I can’t find it, can you help me?”
It’s a running joke between him and me because he’s our SE - I don’t want to get him in trouble. Technically, I know I’m supposed to call tech support, but if it’s something real quick that I know he’s going to know, I’ll just say, “Hey Jeff, how do I do this?" Or, "I have been looking on the tech support site and I’m getting annoyed, I can’t find it. I know you know. How can I find this?” Then he'll say, "Oh, just do this, and this, and this." He gives me step by step, and then within 15 minutes, the problem’s been resolved.
In terms of regular tech support, I haven’t had any issues. I have a really good working relationship with them, even the tech support guys, they know me. When I submit tickets, they say, “Oh, hey Danielle.” I’m always reading, learning, asking questions. I tell them, "I know I’m being a pain. I’m going to ask you anyway. How do I do this?" They know it’s me, and they respond right away.
it_user815238
Application Performance Engineer at a transportation company with 10,001+ employees
When something goes wrong, support is unbelievable. I really can't expect that they are so slow in the support, which I really did not like. They expect the customer to do the basic analysis, do all the solutions, and find the solutions themselves. If it is really a product problem, only then will they be able to identify and spend time on the customer.
Several issues in the last month took us the whole day to get our system back online. It is good that we are not 100% live with all our critical applications, so management is not so hard on the Dynatrace team. I can't imagine that will happen again, and I am wondering how do I improve the support? Long story short, the support is not good.
View full review »MR
Performac729
Performance Engineer at a outsourcing company with 1,001-5,000 employees
Tech support is slow.
Going from the dev department back to the front-end customer service, then back to the dev. Then it just goes back and forth, back and forth, until they finally find a resolution. If you don't push through, then they won't resolve the issue right away. So you have to keep pushing, or they're going to just say, "You need to update."
View full review »it_user815205
Monitoring Engineer at a manufacturing company with 10,001+ employees
Technical support was pretty good. They jumped on the call, and we spent some time with them in India, and issues were resolved pretty quickly.
View full review »it_user340329
Analyst at a hospitality company with 1,001-5,000 employees
I haven’t had to use it because there have been no problems.
View full review »SG
Stefano Ghelfi
Senior Analyst Programmer at a computer software company with 10,001+ employees
The technical support is very good and they have a live chat. You can open the chat from the product and check any issues. They are highly skilled. Sometimes the issues are more complex but even then they deal with it professionally.
View full review »AS
A.Sousa
CTO at Marketware
Support is just great. Part of it is public, so everyone can check it out. Dynatrace direct support is even better, and you sometimes get direct answers from the teams that are implementing the functionality.
View full review »it_user877017
Service Delivery Specialist at Experian
Support from Dynatrace is excellent. They are always on hand for any queries, demos, and/or issues.
View full review »it_user815343
Director at a tech company with 10,001+ employees
We have never had an issue. We're pretty technical, so we can resolve things ourselves. I think, initially, we worked with them to help set up the on-premise, but afterwards, we didn't have any issues.
View full review »it_user815247
Technical Lead Java Applications at Mowhawk Industries
We used the Dynatrace three month package, where I worked with a technical support person for three months and she helped in building the dashboards and exposing more features of Dynatrace. So, it was very helpful.
View full review »CL
DevopsCo6663
DevOps Consultant at a tech services company with 201-500 employees
I have not used the technical support.
View full review »SS
Technolo4a4f
Technology Lead at a marketing services firm with 1,001-5,000 employees
I have never had any issues, so I haven't had to contact them.
View full review »it_user815259
Senior Software QA Engineer at a consultancy with 5,001-10,000 employees
I have not used technical support. There is a strong user community. There is no need to talk to the technical support, because all the questions which I have had, all the solutions were in the documentation. Or, I have been able to post a question to the user community and get an answer within a day or two.
View full review »it_user815316
Solutions Architect at Datacom Systems (NSW)
We've had a few issues along the way and they've been very responsive. We have had some small defects with an agent and some of the functionality. One example would be, we were using a single pager, using Angular, and we upgraded our Angular from version 2 to version 5, the latest and greatest. Dynatrace had some issues with supporting the latest version. So they were quite responsive to some of the issues we had.
View full review »it_user815307
Senior Solutions Consultant at a tech services company with 10,001+ employees
Technical support is good. Dynatrace OneAgent is a pretty new tool in the market. In comparison to other products that Dynatrace have, they are scaling up. We have been getting good resolution. We are quite happy with the support that they have been providing.
View full review »it_user815373
Senior Performance Engineer at a tech vendor with 10,001+ employees
They're very quick, they're always on top of our questions. Most of the issues are getting resolved quickly. I can say the support is fabulous.
it_user815391
IT Supervisor at a insurance company with 1,001-5,000 employees
They were pretty effective. We've had to open tickets a couple of times for their new features that we were trying to integrate with, or a problem with a current feature. Their helpful resource is the guardian, which is the best security program. There is a person dedicated to each client. I think that's a pretty good idea. Most of the companies I'm typically consulting with are Professional Services type set-ups, but I think the Guardian program is pretty awesome. It's really beneficial.
View full review »it_user815217
Application Analyst at Farm Bureau Insurance Of Mi
Mike Ditmar is probably one of the best engineers that I have ever worked with. If he does not know the answer, he is back with you within an hour with the answer.
General support is same thing. If they can't give you the answer, they are saying, "We will have someone call you back. We will have your S.E. call you back." They get someone for you. So, it is one of the best support structures.
Dynatrace's documentation is great. I love the university.
FerencJordanics
System Engineer at a tech services company with 11-50 employees
I have contacted the support from Dynatrace and they are very good. I had only one question from the support and I received a quick response.
I rate the support from Dynatrace a five out of five.
View full review »JT
reviewer1352661
Application Performance Analyst at a computer software company with 201-500 employees
20 years exerience in application performance testing and analysis.
View full review »MC
Technica9689
Technical Manager at a tech services company with 10,001+ employees
Everything is excellent with technical support. Some of their personnel are our main point of contacts. They are always in touch with us.
View full review »it_user815370
Senior Software Engineer at a tech vendor with 51-200 employees
We had training from them and they're all been knowledgeable. I'm happy with the training that they provided. Their support people are responsive.
it_user815265
Enterprise Systems Technology Monitoring at a insurance company with 1,001-5,000 employees
I evaluate technical support on a criteria of:
- Did they help solve my problem?
- How long did it take them to help solve my problem?
I have not had very positive experiences in the last year. I found them to be arrogant, rude, not solving my problems, and not interested in solving my problems.
They are very insulted if you ask them questions. They refer you to read the documentation. I am like, "Well, I already read the documentation and that is why I am asking you a question."
"Google that," is not the answer that I want hear out of tech support, because I already googled it. So, I have been rating them very low. It is actually the one pain point I did bring up to my sales engineers and sales support. They are aware.
View full review »it_user815394
Senior Software Engineer
They're very helpful. They help us get right to the problem.
it_user815352
Consultant at Infosys Technologies Ltd
Whenever I reach out to technical support, they are helping us. There's no point at which I would say they're not helping. They are very good.
The problem here is that they are evolving day to day. Some features they're saying they'll include the next week or coming up. They have planned features, and that's where we are lagging.
But whenever I reach out to the support guys, they are very good.
When it comes to support, it all matters. You have a problem with your application and you don't know how to solve it, you reach out to the support guys. And if they are responding on time, that solves your problem. If you have a problem in an important application and your support guy doesn't respond and you are losing business... that's where these guys are standing out. Their support is constant, so you can reach out to them at any time and they are there. They're just helping us in that.
it_user815274
Systems Admin
I have opened a couple tickets with technical support. I can't recall any of them off the top of my head, but I do not recall there being issues with them. They got back to me pretty promptly, and I was able to get a solution for them. Then, not for frontline things, but we purchased some coaching sessions and utilized those, which were very useful.
View full review »it_user354771
IT Architect Specialist/Manager at a tech services company with 1,001-5,000 employees
I'm working directly with sales and engineers from Dynatrace. They have been very supportive. They are very knowledgeable. They are always available. We have a very good relationship with them. Last Saturday, seriously, someone was with me on the phone at noon trying to help on one of the issues. So they're very helpful.
View full review »it_user815196
Senior Manager Network Architecture at a logistics company with 5,001-10,000 employees
Technical support normally goes through our partner. The partner will then contact Dynatrace if they have an issue who will then come in with our partner and consult. When Dynatrace has come in, I have felt they have been knowledgeable.
View full review »it_user262080
Architect Software Test Engineer at MAS Global Consulting
Excellent, a correct answer every time. Prompt support.
View full review »it_user248511
Consultant at a tech services company with 10,001+ employees
Customer Service:
Customer service is good.
Technical Support:Technical Support is very good.
View full review »JM
reviewer1342590
Sales Engineer at a computer software company with 1,001-5,000 employees
Support is great. You can go by email and things, but also by chat. There's a chat functionality inside of the product, where you can open tickets for support problems and things like that.
View full review »it_user1362276
Cloud Engineer at Clearsale
Their technical support is excellent.
View full review »it_user815418
IT Director at a insurance company with 10,001+ employees
We have a guardian that helps us. He's knowledgeable and gives us the right answers.
View full review »it_user815211
Regional Sales Manager at a tech services company
I do not talk to technical support. Our clients talk to Dynatrace. All our clients inquiries are directed to Dynatrace.
View full review »it_user815190
Programmer at a financial services firm with 10,001+ employees
I have not used technical support.
View full review »it_user248919
Technical Architect at a computer software company with 1,001-5,000 employees
Customer Service:
At times customer service could be really good, but most of the times I thought that this is a huge area where a lot of improvement could be made. They offer a great way to open service tickets online, but if you want to call in and get a live person to diagnose issues it is very hit and miss.
Technical Support:It's the same as customer service.
View full review »
Clifford Neilson
Service Delivery Manager at choice sourcing
I've had no issues with technical support.
View full review »PA
SreManag4c8e
SRE Manager at a tech vendor with 501-1,000 employees
I rate tech support very low. The technical support was not that good. They were not very attentive whenever there were issues, even the critical ones. We were not able to find the proper support from their end so I don't rate it very well. A one or a two out of five.
View full review »it_user815271
Senior Engineer Architect at a leisure / travel company
I have not spent much time with the technical support. I am an enterprise architect, so the time spent from the technical side is more the DevOps team, and so not much me.
View full review »it_user815229
Middleware Engineer at a insurance company with 1,001-5,000 employees
Support is pretty good overall. Occasionally, you will get that support person who is not real responsive. However, for the most part, things have been very good.
View full review »it_user815442
Senior Engineer at a financial services firm with 10,001+ employees
I haven't had to use technical support, personally; I can't speak for anyone else at the organization.
it_user815310
Architect Software at Desjardins
I do not deal directly with the support team of Dynatrace. We always have special work to do when we deal with them.
From everything that I have heard about the support team, I would say they provide very good support.
it_user815283
IT Manager
We use technical support several times a year. They are always quick to respond. They have been able to handle the majority of our issues. We lay out all of our issues, and the few times they have not been able to help us was just because the product was still in development.
They are one of the better customer supports that we have worked with in the technology world.
View full review »it_user815256
Director Business Operations at a financial services firm with 10,001+ employees
My technical team probably might have contacted the technical support for installations, setups, and so on. Personally, I have not ever contacted them.
View full review »it_user815364
Operations Manager
I have used technical support many times, but it's more an issue of the learning path, it's more being acquainted with the product, features, new features.
It's always the right person, always the right answer, and they always want to help, even connecting in GoToMeeting sessions, even phone calls. Always.
View full review »it_user815208
Developer at a tech services company
Regarding the customer support, they were very few instances that I have used them, but I would not say I use them regularly. I have only used them a couple times. They were really cool. They were really helpful. I got an immediate response, something not seen with other solutions.
With this solution, you can always get in touch with support representatives and the developers if you want to, and you can get the solution directly from them. They are good about giving customer service, which I really like.
View full review »it_user815199
Infrastructure Engineer at a insurance company with 1,001-5,000 employees
Over the years, they have been very good. Because of growth and popularity, it has been a little more challenging getting information, but they are knowledgeable once we do get them engaged.
View full review »it_user815184
IT Service Owner at a insurance company
I have not personally used it, but a my colleague has used it. Our company gets quick response times and qualified responses, so that is good.
View full review »it_user248907
Systems Administrator III at a retailer with 10,001+ employees
it_user278757
Assistant Manager at a tech services company with 1,001-5,000 employees
It's high.
View full review »FR
reviewer1157319
Integration Architect at a financial services firm with 1,001-5,000 employees
The technical support is good.
View full review »HG
reviewer1156377
Gerente de Operaciones at a consultancy with 1-10 employees
Technical support has been really good. Truthfully, we seldom use it. However, when we use it, it's fast. It's accurate and they are really good. They know their stuff. We're satisfied with the level of service provided to us.
View full review »it_user815253
Senior Consultant at a financial services firm with 10,001+ employees
I have not used Dynatrace technical support.
View full review »it_user815415
Application Support Analyst
We used a guardian to begin with. He trained us and helped us quite a bit. I think we had him for about six months. He was wonderful.
it_user254616
Module Lead with 1,001-5,000 employees
it_user852528
Consultant at a tech services company with 1-10 employees
It's very good technical support. We don't have many issues with the product but when we have, we get very quick solutions. It's very good support. Nothing to complain about.
View full review »it_user815181
IT Systems Monitoring Consultant at a healthcare company
I use technical support all the time, generally by email. I would say they are very responsive and generally give us the correct solutions.
View full review »it_user815439
Technology Leader at a insurance company with 10,001+ employees
I, myself, have not directly used technical support. We have a team that actually focuses on directly tooling. They're typically a go-between with support.
it_user248514
Senior System Engineer at a tech services company with 10,001+ employees
Customer Service:
I would rate customer service very good.
Technical Support:I would rate technical support very good.
View full review »it_user815262
Senior Software Engineer at a tech company with 1,001-5,000 employees
For some reason, we wanted to create a report about what is the maximum used end point or the maximum called end point. Also, we wanted to create a certain dashboard at that time. Myself, with a DevOps engineer, we called the technical support team, and they helped us create that graph. We got it, actually.
View full review »it_user815433
Manager Of Technology Development with 51-200 employees
We have a guardian. We don't actually call technical support. We have somebody on-prem. He's knowledgeable and almost always available. Whenever he's in the office, he's available. Even outside the office, he's pretty available.
it_user151044
Systems Engineer at a computer software company with 501-1,000 employees
Customer Service:
Customer service is very friendly, knows the products well, and try very hard to meet your expectations.
Technical Support:Generally their Support is pretty good, but on occasion you can tell you get someone "new", in which you know more than they do.
View full review »GL
vantaget608886
Dynatrace Technical Consultant at a tech services company with 51-200 employees
Technical support is very good and very responsive. We're quite satisfied with the level of service on offer.
View full review »RS
reviewer1098582
TitleICT management division director with 501-1,000 employees
Exceptional. Very quick replies (sometimes in the order of minutes), very professional.
View full review »it_user101832
Application Manager at a logistics company with 1,001-5,000 employees
Technical support is well-skilled and competitive.
View full review »it_user1000017
Product Manager at a financial services firm with 201-500 employees
Currently, we get the vendor support directly. Their support is adequate.
View full review »AB
Alex Bielecki
Cloud Practice Specialist at a tech services company with 201-500 employees
I am a partner, so I know people in technical support who I can contact.
View full review »it_user726264
Specialist at a tech services company with 10,001+ employees
Very good support.
View full review »GL
vantaget608886
Dynatrace Technical Consultant at a tech services company with 51-200 employees
The technical support is good.
View full review »LY
Leo Yu
Development Architect at SAP Canada
The product needs a lot of the support, especially on the consulting side and post sales. You will also need an administrator.
View full review »it_user957450
System Integrator with 10,001+ employees
We have not needed tech support.
View full review »Buyer's Guide
Dynatrace
April 2024
Learn what your peers think about Dynatrace. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
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Buyer's Guide
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Updated: April 2024
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