The technical support, when the solution moved from IBM to HCL, improved dramatically. The technical documentation, the quality of the upgrades, et cetera, is really, really fantastic. I'm very glad IBM sold the product off to HCL as the quality of the product and everything surrounding it, including technical support, has improved dramatically. It's very good. We're quite satisfied.

The customer service and support team is pretty good. 

There have been some technical issues that have required us to contact support. Support has helped troubleshoot and fix these issues, but it can sometimes be a problem, depending on the case.

I have personally worked with them because I request them to create access for all my colleagues. If required, I log a case in BigFix. Earlier the support was very good for BigFix, but now, HCL is facing some challenges. We are getting support, but we need more in that area. Their support was much better as compared to this time.

The technical support for BigFix is really good.

Technical support has been very good. Sometimes they can't do things if it is not a function of the system; however, if the function of the system is possible, they help us and make it work. We are satisfied with the level of support we get. 

We talk to HTC from time to time. We do lunch and learns with them and take most of our questions directly. They're quite easily contactable for the company to reach out to and set up a meeting, and they're usually very helpful. They're a great resource.

The technical support for BigFix is really amazing. There are dedicated technical support engineers available, and you can open tickets or seek help through the BigFix forum. Additionally, there are technical solution architects who can assist you. Just open a ticket with the Excel support team, and they will be there to help you.

The support is generally excellent, but there may be occasional delays due to their workload.

We have not had any big issues that would need the support. However, we did have some minor issues and the support was good and responsive.

Our company has a good relationship with the reseller that we work with and the support they provide to us is fair.

I rate the support of BigFix an eight out of ten.

The support from BigFix is excellent.

I rate the support from BigFix a five out of five.

Between the user groups, the community, the AVP support, the direct access via technical route and the PMR support, half the time I don't even need to do a formal PMR because the solutions from the community resolve whatever issues we're having. It's the best community and support based system I've ever used.

We get pretty good support on this. We can call them, and we also can connect with them through chat centers.

Technical support is pretty good. I have never had any issues with support. Primarily, though, I go to the BigFix community which has been super helpful.

Their online help mechanisms and documentation need to be improved. It's hard to find documented answers to your questions as the search functionality isn't ideal. 

That said, their direct support is excellent. 

We have interacted with them. They've been good and better probably in BigFix than some of the other tools that they acquired in that IBM divestiture. 

Technical support is above average, and in fact, I would say that they have superb support.

There is a lot of web access and online groups available, which are quite good. I don't necessarily have access to support and, therefore, cannot speak to their level of support.

We do have an internal team that would be able to get hold of support.

Technical support is responsible and knowledgeable. They're supportive when we have any issue in the environment and require help from them.

We can troubleshoot the tool. If there are any major issues, we go to the support team for help.

I would rate technical support as five out of five.

Their technical support is excellent. 

Overall, technical support is very good. Sometimes you have to figure out a different way to get to what you want and you have to escalate through multiple layers to get to the right solution. We've been using the tool for long enough that we don't need the easy help, we need the hard help. Sometimes that's really hard to get to and then the turnaround cycle between when we report an issue and when we hear back and being able to get data to the right people at the right time, we end up having to re-open tickets over and over again because we don't have the data that they need. Sometimes they ask for something and we have to go ask somebody else for it and get it back to them and by then the SLA has run out, so that's not good.

Technical support is excellent, as far as the forum support. As far as new product needs, it's mixed. Sometimes if you are asked to submit an official request they go into a black hole.

Support is very awesome. Every time we have needed something from technical support, they have been on top of everything with a very quick turnaround in the issues that we've had with the product.

Sometimes we need to have support, and there is a toll-free number we can use to connect to their help team. We rarely face any issues.

Their technical support is above average. Sometimes, because there are different modules, we'd get bounced to different help desks. It's frustrating that we don't have a one-stop shop. Overall, when we do get the right person, it's quick and easy. 

We've used technical support many times. They have great support. We've had international support. We've been on calls with Poland, Ireland, Germany and all our technical experts in the USA.

In the seven years, I think I've submitted maybe four to five problems. That's it. Response time has always been good.

Technical support has gone through its ups and downs, especially under IBM. The IBM support mechanism is clunky and somewhat challenging. They have made improvements recently. One thing that I really value about this organization is that we have a dedicated customer advocate, who is on the development team, and who is able to escalate serious issues as necessary, when the standard channels aren't working well. They've maintained that personal touch that has really improved our confidence in the support.

We're a partner, so we deliver technical support to customers. When we need to talk to the product support, traditionally, with the product over the last five years, I would not say support has been supportive. I hope that changes.

In regards to technical support, level 2 is very helpful, but when things need to get more visibility you can get their core developers to help which is really helpful.

Their support is very good. 

Technical support has sometimes been very good, and sometimes it's been not so good. It just depends. I would say that in tier one sometimes they know, sometimes they don't, but then once you go up to tier two or tier three they're definitely experts in their field.

Technical support depends on who you get. I deal with some amazing support folks, and then I've dealt with some less-than-amazing support folks.

Customer service and technical support people have a high level of knowledge. The forum and knowledge database are very interesting and up to date.

We haven't had to use the technical support at all.

Their technical support is very good. The PMRs I have had to open with IBM are answered pretty well. I have nothing but praise for these people.

Any time I've had to call or take it up with the support at BigFix, I've had nothing but the best support. The engineers get what it is we're trying to do. We've had an outstanding relationship with them, and some of them even know us on a first name basis. Very good support.

Their technical support can be helpful. We send a PMR and they are pretty helpful. I would give them, on a scale from one to five, with five being the best, around a four.

Their technical support is very good. The BigFix community is the best part. The support is nice, but the fact that we've got all those other practitioners out there, that's the best part.

I have to contact technical support infrequently, which is good. When I have to use them, I do get responses in a relatively timely manner.

IBM Support has been pretty good. For the most part, solutions are provided quickly (couple days), but I have had one that required more analysis and it took a couple weeks. I also find that using the user forum (forum.bigfix.com) is also very useful as some of the IBM BigFix support people are there along with very knowledgeable users.

It's been a few years since we used technical support, but we got direct contact from an engineer right away. He was not just a sales guy, but an actual engineer who came in and worked with us. That was good.

Their technical support is very good. 

We don't really use customer support. We have enough knowledge for reporting and deployments, and we have a TRC that allows us to access the remote of the end-users and check any problems. 

Their technical support is very responsive. 

We usually use the technical support for some troubleshooting when we have a specific problem with agents because in an environment with 7000 servers, we have a certain rate of problems which are specific problems, not general problems. Every time, the support attends to us quickly and the success factor is high.

Technical support has always been useful and they have always ultimately provided a solution.

Customer support is excellent, but involving customer support and crossing the initial hurdles of getting past the first level of support personnel sometimes takes a while. But once it lands with the right support people the support is excellent. Level 1 support from IBM definitely needs improvement. 

It has been great since it became HCL.

The first level two support was a little spotty a year ago. It's improved. I get a B, B plus from them. The knowledge of the first line of support seemed to be limited. 

Technical support is getting better. About five years ago, it was horrible. Over the last couple of years, it's gotten better; more engagement and more knowledge transfer, it seems like, to the first-tier level support for IBM.

I use the technical support for stubborn kind of issues, that won't go away. However, not as much as for the other products. They're very knowledgeable and it sounds like a different breed with the IBM support.

I've used technical support quite often at times, when either having a small issue, or just trying to set something up new and different, and I've always had great experiences with support. They always either call me back, or email me back, or set up a WebEx to work through an issue. So I've had great experiences with support.

We have not had much use for technical support. The few times that we did get in touch with them, they solved our problems. However, we have not had much need for technical support. BigFix is easy to use.

Technical support is good. We have a close relationship with people who work in the company. We are fortunate where we get direct communication with them, so it's good.

Their technical support is decent. 

BigFix technical support is good.

The technical support is always good.

We have used technical support, we went through all of that. They're wonderful and have been really helpful. We're good now because of them.

The technical support is usually pretty good. However, I had a ticket that stayed open for a couple of weeks which I didn't get a response to. Then when we got the response it wasn't really good. So they could have told me sooner than two weeks.

I have used technical support. In fact, I at one point managed the technical side for the same customer. I was part of the strategic outsourcing, so I was with the customer, then I supported the customer on the IBM side and then I came back to the customer's side to help them innovate using that same tool and the same support team I used to manage. So, it was full circle.

I am happy with the support team. Actually, there are some challenges from time to time, only because our needs are a little bit more complex because of how complex an organization and how large we are. Our needs are a little bit more than the average company. We've been able to work through those challenges and become more on the innovative leader side of the tool, which also helps us to get better support because now we're going from the bleeding edge of trying to get our organization to address problems to leading the industry charge, hopefully. Maybe next year with what we're trying to do with BigFix, we might be able to present some of our findings.

The deep technical resources are very good and can isolate an issue very quickly.

I haven't used the technical support.

Technical support has been good. When IBM first took over it was kind of rocky but in the last few years, it's definitely improved.

The support from IBM is good. It sometimes takes them a while to identify and come up with a workaround which can impact the environment.

Their technical support needs some improvement. We have had some cases where we didn't get enough support from the support team but I think it's improving now.

I didn’t have to deal with them much. Others did. We frequently found that we were bringing solutions to them.

Technical support is very good.

The technical support was pretty good. The response time was good.

There was a technology consultant available in Poland, who was very helpful, but recently he has left and no one has replaced him.

I have a good grip on this solution so I don't need to contact technical support for anything. 

We have not had any support cases with technical support.