Everbridge IT Alerting Customer Service and Technical Support

Tech Leader
Office of the CIO, Service Excellence at a pharma/biotech company with 10,001+ employees
Their first-line tech support is good, but I think their method of providing support deserves some very real consideration. What I mean is, when I spend X dollars buying a product, our expectation for support is very high. I want you, as a vendor, to support your product 24/7 and give me appropriate response windows. If it's not urgent, I'm okay with you not being imminent, but if it is urgent, I want you on the phone right away. They've pushed a Professional Services model where they're saying, for you to get this kind of attention or support for either "How do I" questions or "What could we do a little differently?" or those kinds of things, they're suggesting we buy a bucket of Professional Services hours. I've resisted that from day one, and I have not yet given into that request because my perspective is, I already paid you for that. I bought the licensing and I bought support as a percentage, if you will, of the licensing price. That's what maintenance is for. To me, Professional Services is more an act of deeper consulting where I might say, "I want to actually go build an integration that's not leveraging your API strategy or methodology, so it's going to need some custom development work," or something like that. I get that. That's a pretty classic Professional Services engagement. But to hear, when I call you and ask a question like, "Well, how do I do this?" an answer like, "This is why you should buy a bucket of Professional Services hours," it feels a little "game-y" to me. I don't really like that. I'm working with Everbridge on that, too. I think that they're still wrestling with what their support model looks like internally and what their Professional Services business strategy is. I think they're trying to work their way through those growing pains themselves, but my gut reaction is, it's not a great start to say, "In order to support you, you have to pay me more." Their technical skill on the support side is good. Their model is a little bit shaky. I realized this, sadly, after the sale. I think it's partly because those same growing pains were part of what they were going through as a part of our normal sales cycle discussions. So they never put on the table that to get really top-level support, it will cost you more, until after everything was already deployed. We were probably well into our first quarter of deployment when the suggestion was, "I think you should buy a bucket of hours." It caught me, quite frankly, by surprise because I felt that we should have been talking about that during the sales cycle. They're going to find us really reluctant to write another check for what we would consider standard practice for product support. We have a very good relationship with Everbridge, so I would not want to send the wrong signals. I think they'll be very open-minded to hearing that kind of feedback. I don't know if they'll back down completely from their business position on Professional Services and support, but it's certainly going to be a conversation I'll continue having with them. View full review »
RubenBoiardi
Freelance Consultant at Freelance
Everbridge's tech support was really excellent. They were on the ball, they had answers to our questions. They made things happen that they probably hadn't done beforehand. I found them really collaborative and very much a pleasure to work with. I found Everbridge to be very responsive during the implementation phase, and post-implementation, whenever we had questions, we were able to reach out either via our managed service provider or directly to Everbridge. As a longtime tech guy - I've got over 30 years in the business - they were really a blast to work with. It's always great to work with people who are competent and who have some kind of empathy for your reality. I'm not sure if I was dealing with US people, Toronto people, or overseas people. There were a lot of people from different places coming onto phone bridges. At a certain point it was hard to tell who was a managed service provider, who was Remedy, who was Everbridge. It was just quite the multinational effort. It could have been a real horror story, and it turned out very well. We were starting to have doubts at one point, and then they called in the cavalry. We had a few extra resources. And things went off pretty much without a hitch. View full review »
Chris Quinlan
Director Of Service Operations at Finastra
The technical support is excellent. They certainly have different layers of support based on what you need and what you require. We have dealt with all levels of support throughout our journey with them. Where some of it is just a simple call into their help desk, which is more about basic troubleshooting, basic issues, maybe some how-tos, or some functions that weren't working exactly. This is right through to very hands-on technical assistance to solve some of our more challenging use cases. Where the IT Alerting platform sometimes isn't designed for the specific use case, they have been able to assign us a technical resource to give us a workaround or maybe to champion an improvement in a future release that will give us that function. We have pretty much seen that ongoing throughout our relationship with Everbridge, where they are always looking to make those enhancements or improvements for the usability of all their customers. Typical upgrade cycle: We make a recommendation for an enhancement or an improvement, because it's not there. It gets entered on the community, where other customers can vote on it, which will push it up the scale. Or, we also have our account reps who will speak on our behalf to their development teams if there's something that we really need. Then, if there is a sense of urgency, that is where those workarounds come in, where they'll work the system to give us a configuration or rules which will give us what we require. View full review »
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David Valerius
Communication Manager at a tech services company with 1,001-5,000 employees
Everybody I've dealt with at Everbridge tech support, barring one individual on their staff, has been pretty nice to work with. They're knowledgeable, they're helpful, they want to assist. There have been a couple of times that it's been challenging to get the escalation that we were looking for. We were hoping to get some more urgency, especially when we were first going live, with the instability issues we were seeing. It took a little longer to get that escalation that we were looking for, but once it happened, we certainly got the amount of attention that we needed on the issue. For the most part, after that experience, it's been pretty good. View full review »
Milton Williamson
Data Center Manager at PVH Corp.
We used their consultant, Brandy, in the beginning. Then we started using technical support for lockout issues. What happens a lot of the time is that when you send out an invite to someone to join, they get the invite and wait too long and then the invite expires so they call tech support to get that refreshed. Tech support has been very friendly, very knowledgeable. Aside from lockout issues, we've contacted them for password expiration, for users wanting the Evergreen app for mobile. Some of them can't have it, some can, depending on who they are. In terms of the lockout, it's fine because you get three attempts to log in and then you get locked out. It changes every 90 days and that's fine for us. That's what we do with corporate, so users are used to it. But that's why we're going to go to single-sign-on, so they don't have to remember that many passwords. When we get there we'll probably alleviate this problem. Once our people are up to speed with it, they will be able to do it themselves. View full review »
Manager32cf
Manager at a transportation company with 51-200 employees
We don't have that many problems with Everbridge. The couple of times I've had to engage with tech support they've gotten right back to me, helped me figure it out. Even the one time it was something I was doing wrong, they were able to point me in the right direction and get me squared away. They replied quickly. I don't have anything bad to say about them. View full review »
reviewer949713
Director - IT at a tech consulting company with 1,001-5,000 employees
Everbridge's tech support is amazing. I've been in IT for the last 20 years and I've had a lot of interaction with a lot of vendors for a lot of reasons. The Everbridge team is head-and-shoulders above virtually all of them. Their technical account manager is nothing short of amazing. They spend the time to build the relationships, which I really like. They visit every so often, we have quarterly meetings, we have weekly meetings. They're very responsive. They're really fantastic in that way. That can be the most valuable aspect of choosing a vendor. The fact of the matter is that you can use a lot of different systems. There is always competition out there. Some do some things better than others and there are little nuances to all the systems. But at the end the day, personally, I'm not a transactional person. I like to build those relationships and build on them and I think that shows in the platform. View full review »
Director6819
Director Of Operation Risk Management at a financial services firm with 1,001-5,000 employees
My biggest compliment is we have great account management people that help us out. We have been able to turn the tool over to IT people that have never used it, and they have been able to run it with minimal help or support. We still work with our implementation manager, who has been extremely effective, very consistent, and spot on. I have opened up about 10 tickets with approximately seven of them being very positive with quick turnaround, the support being knowledgeable, and knowing the answer. In maybe just one instance, a person did not listen very well, then I ended up calling our implementation manager. View full review »
David Paul
Lead Pipeline Designer/GIS Specialist at a consultancy with 1,001-5,000 employees
Tech support is excellent. They are very responsive. We are able to reach them very quickly. On a scale of one to 10, I would give them a 10. They are very quick about getting us answers when working with us. Their account team is excellent. Their marketing team is excellent. View full review »
Mike Moran
Management, IT Infrastructure at a pharma/biotech company with 10,001+ employees
Technical support is great when working with our direct account representative. Sometimes, when using the email support, there is a communication breakdown and it can take a while to get issues resolved. View full review »
Director7edb
Director with 1,001-5,000 employees
The technical support is excellent. They routinely answer problems on the first call. View full review »
Neeta Shetti
Senior Analyst at a retailer with 10,001+ employees
We would like the tech support to have better response times. Since we are looking at going global, they have told us Everbridge has told us that they are working on the issue. Overall, their responses have been good. I personally would rate the technical support as a 10 out of 10. View full review »
SrSystemd51d
Sr Systems Administrator at a pharma/biotech company with 5,001-10,000 employees
Tech support is excellent; very responsive and they provide good follow-up. View full review »
ITSmProcaa83
ITSM Process Manager at a financial services firm with 1,001-5,000 employees
The tech support is great. They're almost always able to solve my issues pretty quickly. View full review »
SeniorMa4d82
Senior Manager, IT Operations at a hospitality company with 1,001-5,000 employees
Technical support is helpful. View full review »
Find out what your peers are saying about Everbridge, Send Word Now, xMatters and others in IT Alerting and Incident Management. Updated: September 2019.
371,355 professionals have used our research since 2012.
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