IBM BPM Customer Service and Technical Support

it_user248055
Managing Director at Couture Consulting
Usually it's the client is using their account. The initial technical support is fine. When there are escalations, and their Tiger Team comes in, they are excellent. View full review »
Dwayne Fishel
IT Systems Engineer Consultant at a insurance company with 10,001+ employees
It's been good. They've been responsive. We've been able to escalate when we needed to. We haven't had any incidents in production. It was just, while we were developing a solution, working with it, there were some issues early on, and support was great. View full review »
LeadArch1e3c
Lead Architect at a tech services company with 1,001-5,000 employees
I haven't personally talked with anybody yet in technical support. I don't think we've had a need to. From a design and consulting perspective we did reach out to IBM to get some help to improve our processes in terms of development; not the actual process engine though. There is more stability in that team to deliver things faster, so that helps. View full review »
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TechLead9d62
Tech Lead at a financial services firm with 1,001-5,000 employees
We log PMRs constantly and the technical support has been great about providing Level 3 support. We have had some direct interaction with Level 3 personnel who provide easy, quick answers that we did not know, then we can implement those changes right away. We have definitely been happy with their response time. View full review »
Abrar Mir
Chief Innovation Officer at Habib Bank Ltd.
The technical team was fully involved in the process, and it was a fantastic experience. View full review »
Luis Yndigoyen
Partner at a tech services company with 11-50 employees
The technical support is good. They have good people working for them at IBM, who are knowledgeable and responsive. You need to have also good counterparties on your side to ask the right questions. View full review »
Applicat1779
Application Manager at a financial services firm with 10,001+ employees
We are in contact with IBM technical support and labs. We deal with external firms, who develop a couple of workflows that we use. We are trying right now to solve the stability issues. View full review »
Consultaece7
Consultant at a tech services company with 10,001+ employees
We do use them often, in terms of working with product-based issues or product-relevant problems. We have received good response whenever we engage IBM support for issues. We did get some help from IBM support on some of the BPM-related issues, even though they were not relevant to product. Certain kinds of consultations were answered. View full review »
Valentine Kubheka
Application Developer at a financial services firm with 10,001+ employees
I'd have to say 10 out of 10. Because I have never called their tech support, but they always make sure they attend to whatever problems we face. Not sure that's why they attend to us only, quickly, or maybe just how their tech support team works, but from my experience, I would give them a 10 out of 10. View full review »
Jay Birchmeier
Client Engagement Manager at a tech services company with 11-50 employees
Tech support is an area that could be improved. What we've seen over the years is that they had better support in the past than they do now. They're a little slower to respond; that could be based on the resources that are available to IBM. View full review »
Merrill Higginson
Integration Engineer at a financial services firm with 1,001-5,000 employees
Technical support is good. They are very responsive. It is usually me who takes more time to get back to them than they take to get back to me, which is good. View full review »
Md8140
Managing Director at a tech services company with 51-200 employees
We don't use their support. We have our own IBM experts who are certified and have years of experience. View full review »
SrSystem065d
Sr Systems Engineer at a tech services company with 1,001-5,000 employees
It's been pretty good. They're really good at providing good feedback, as opposed to a lot of support programs which will actually do their own little run book. They actually listen, more often than not. What little I've had to use them for BPM usually involved the installation step, and I found them really useful for that. View full review »
Anselme Millan
Team Lead Db And Middleware (operations) at a consultancy with 1,001-5,000 employees
I have been using IBM technical support for about 20 years. In any cases, whether it be for support, in case of a crash, or any other issue, I never had any bad feeling about support. It was fast, and they always had accurate solutions. View full review »
Applicat629d
Application Systems Engineer at a financial services firm with 1,001-5,000 employees
We have engagement, whenever there is an issue we open a ticket with IBM, depending on the severity, whether it's two, three, sometimes one, if production is down. The people who we work with are pretty responsible, most of the time. Again, not every time, but when it comes to the production and management, I think we get good response. We do have a liaison between Wells Fargo and IBM who takes care of high-priority tasks with Wells Fargo. They escalate, sometimes it goes to labs, level 2. We don't see any problems where nobody is looking at it and we're struggling, nothing like that. People are helping. View full review »
Developmf6a5
Development Manager
We had to use tech support a couple of times, when we had an issue with the application. There are a lot of MQs connecting to the main core adjudication system, and we had failures with those MQs, which was impacting the BPM processes. So we had to engage IBM at that time. They were definitely helpful. Our SLA is for a tier-one application, so it has to be resolved within an hour. So we engaged IBM. View full review »
Giam Villanueva
Business transformation manager at Financiers efectiva
The technical support is very good. We are with an IBM partner. We contact technical support because sometimes we have problems with our IBM servers failing. The support is always responsive in fixing the issue. View full review »
Gonzalo Varalla
CIO at a insurance company with 1,001-5,000 employees
Support is good. They had to escalate internally, in order to get some more expert advice internally, but it was okay. View full review »
Thong Huynh
BPM Consultant at a tech services company with 51-200 employees
IBM technical support is great. Customers can receive very good support from business partners too. View full review »
Integrat9027
Integration Architect at a financial services firm with 1,001-5,000 employees
It's pretty good. We've been on calls with IBM. We have a technical account manager, so it's pretty good. I can almost rate it 10 out of 10. Good relationship. View full review »
ITConsulb420
IT Consulting Architect at a financial services firm with 10,001+ employees
I have not had to deal with that side of things. We do not have anything that is down, so I am guessing technical support must be doing okay. View full review »
Associat8021
Associate Director at a tech services company with 11-50 employees
We have not used IBM technical support. View full review »
Enterarch677
Chief Enterprise Architect at a insurance company with 201-500 employees
We have received very good technical support. View full review »
Anup Varma
IBM BPM | Front end Engineering | MonogoDB | Angular | Node.js at a tech services company with 51-200 employees
I would give them a seven out of 10. The organization that I'm associated with is an IBM partner, so we have priority support. View full review »
Omark
Department Manager at a tech services company with 51-200 employees
Customer support is good. The first level of tech support does not provide much assistance. You need the ticket to reach a high level to start to see results. View full review »
Integrata071
Integration Specialist at a insurance company with 5,001-10,000 employees
Tech support is satisfactory. There is good competence in IBM Lab. View full review »
Wouter Huitema
Dev Ops Applications at Delta Lloyd
Technical support is pleasant to work with and always available. View full review »
BharathiRaja
Application Development Team Lead at a tech services company with 10,001+ employees
I would give their technical support an eight and a half out of 10 as a rating. View full review »
Samir Guragain
Senior Middleware Engineers
The technical support was helpful when I used them. View full review »
Developm478d
Development Manager at a financial services firm with 10,001+ employees
We are receiving good assistance from the technical support. View full review »
Operatio7f93
Operations Leader at a tech services company with 11-50 employees
I have not worked with IBM technical support for BPM. View full review »
Find out what your peers are saying about IBM, camunda, Bonitasoft and others in Business Process Management. Updated: August 2019.
365,820 professionals have used our research since 2012.
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