Everbridge IT Alerting Customer Service and Technical Support

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 »
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 »
Learn what your peers think about Everbridge IT Alerting. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,773 professionals have used our research since 2012.
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 »
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 »
Learn what your peers think about Everbridge IT Alerting. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,773 professionals have used our research since 2012.