IBM Cognos Customer Service and Technical Support

Cognos Solutions Architect at a tech services company with 51-200 employees
Support is not cheap, and consultants (hello!) generally charge a few appendages. This is, of course, a matter of getting what you pay for. View full review »
Asha Shankar Lakshumanan
DWH/Cognos Project Lead at Syntel Inc @ Mercedes Benz USA
Customer Service: Customer Service is good and quick answering. Technical Support: Yes, Technical Support is very good to some extent.. They would try the initial knowledgebase solutions ( which we would have already tried) .. but they do work along with us to solve issues... sometimes it is quick, some time it takes time reproducing the issue and solving.. View full review »
Pietro Noli
Founder, Owner and CEO at a tech company with 51-200 employees
I would rate technical support between 2 and 3 our of 10. Several times in the past, I have needed the help of IBM official technical support, and there was more lost time than any actual contribution received. The IBM technical support people often know IBM products less than I do. So, nowadays, I no longer make use of technical support; it’s almost always useless. This means I do not waste a lot of time for no reason. View full review »
Lou Zunin
Senior Consultant with 501-1,000 employees
If you pay for IBM software technical support and work with a “supported” version of the product, then support is usually very helpful. Depending on how business critical the case is, they are fast in their response times. View full review »
Suraj Neupane
Cognos Developer at a university with 1,001-5,000 employees
It's a mix. Some support agents are very good while some don't have a clue of what's going on. View full review »
Pavan Kumar Maddali
Senior Cognos Developer at ADP
Customer Service: 4/5 Technical Support: I would give their technical support a 6/10 rating (actually, it varies from 6-8 level). IBM or any other vendor resolves documented errors but ultimately the application development / admin team should be able to identify the root cause of the issue and resolve it. IBM can only suggest best practices, so in general a 6-8 rating is quite good for any vendor. IBM has a good PMR system and a decent support reference available online. IBM also has deals on client partnerships based on the organization licenses where they will be on field at times to help their customers (this is service may require additional payments). View full review »
‎Manager BI Manufacturing at a paper AND forest products with 10,001+ employees
IBM Cognos can improve in this area. Both IBM and our company do research to find solutions, and we are sometimes faster than they are in providing the solution that works, usually by studying documents. We can use the normal routines sufficiently to solve problems. However, if we try to add components which are not streamlined or well-known, we have to work it out without the technical support. View full review »
IT Manager Information Communication Technology with 501-1,000 employees
I haven't used it but the team has. I think they found it very helpful, and got back to them in a reasonable period of time. View full review »
Artour Aslanian
BI Architect/Cognos Solution Architect/ETL Design Architect at a media company with 201-500 employees
Not applicable. View full review »
Sudha Mad
Sr. Director with 1-10 employees
Not very good because we didn't get a deep, back-end partner fit. View full review »

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