IBM Cognos Customer Service and Support
The scope of technical support for Cognos is limited in Pakistan, and I would rate it at eight out of ten.
View full review »We have not engaged with technical support. We also have our own IT support, and there are no problems.
View full review »JB
reviewer1803024
Business Intelligence Data Warehouse Architect
IBM Cognos technical support is very cumbersome. A large organization, such as IBM is very cumbersome when it comes to technical support because without having a dedicated support person for our company every time a ticket was called in, it was the same basic fundamental send me this file, send me that file. They didn't understand and we didn't have a dedicated source.
I rate the technical support from IBM Cognos a three out of five.
View full review »Buyer's Guide
IBM Cognos
March 2024
Learn what your peers think about IBM Cognos. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
We had an issue with the dashboards and we were in touch with the technical support from IBM to resolve the problem.
On the overall experience with the technical support, I would rate them a four out of five. However, the initial response time could improve.
View full review »PP
Prasad Babu
Senior Software Engineer at a financial services firm with 10,001+ employees
Technical support is a 10 out of 10. IBM is always available when we raise a PMR with them. Even on Level 2 or Level 3 issues, they will come into the picture and they are used to researching if any issue comes their way. They'll work to replicate the issue in their lab environment and they'll give a resolution. That is very good and helpful for us, for our team. We are extremely satisfied with their level of support.
View full review »JB
Jay Bockstoce
Cognos BI Developer at a construction company with 1,001-5,000 employees
I would give technical support a rating of 7/10. Response time tended to be a little slow, but their support team seemed to be very knowledgeable about the tools and best practices.
Some issues were resolved with “quick fixes”, not long term solutions which I didn’t like, but it worked.
Too many questions were answered with “upgrading to 10.2.2 will solve the problem”. This seemed to be IBM’s knee jerk reaction to uncommon, but known issues.
I would award them one point for their upsell tactic, one for their response time, and one for quick fixes versus long term solutions.
View full review »WY
reviewer2293248
Data Engineer at a financial services firm with 10,001+ employees
We have their premier dedicated support. I rate the solution's technical support eight and a half out of ten.
View full review »LF
LUKE FITZGIBBON
Resp offre IBM Cognos, Lyon at Talan
The solution's technical support could be better.
View full review »LZ
Lou Zunin
Managing Consultant at Adaptive USA
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 »SD
SunnyDarediya
Sr. Data Warehouse Architect at a tech vendor with 10,001+ employees
I am not very satisfied with the technical support that they offering. It's a very time-consuming process. The biggest problem that I see with Cognos is not the product itself, but the support of the product. That's where we always face issues, because whenever we contact IBM support, it's a very long and difficult process to get that thing resolved.
View full review »FS
FranciscoSosa Garcia
RPA Architect & RPA Product Owner at Francisco Sosa
The technical support is fast.
You have access to a knowledge base where you can look for the issue. If you cannot find it, you can contact IBM support and you will get an answer very quickly.
View full review »AS
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 »Technical support is good, solid. They gotten better lately.
View full review »PN
Pietro Noli
Founder, Owner and CEO at a comms service provider with 1,001-5,000 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 »SA
Susheel A
Director - Metrics & Analytics at a computer software company with 1,001-5,000 employees
We've dealt with technical support in the past. We found them to be helpful. We've been satisfied with the service provided.
View full review »WF
BIMan297500
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.
Sometimes technical support can be hit and miss. However, IBM has some very good technicians.
View full review »Technical support is excellent and very responsive. They have different levels of support for response time that can be purchased in addition to web help.
View full review »In my organization, I didn't directly interact with IBM, however, it is my understanding that support is good whenever you are facing trouble. Our team had connected with them and had success.
View full review »PZ
reviewer990360
Director at a consultancy with 1,001-5,000 employees
IBM has a good support when you have concrete technical questions.
View full review »Technical support is 6/10, more for the IBM partner from which we purchased the Cognos licenses. The challenge has been that most of the time, when you purchase it through IBM partners, because they are not the developers of the product, they have to go back to the IBM support and get the information and then relay it back to their customers; that adds extra time to solving the problem.
View full review »Technical support is good.
View full review »I rarely use technical support.
View full review »RG
reviewer1538121
Head of Data Architecture at a financial services firm with 10,001+ employees
I think the IBM Cognos tech support is good.
View full review »If you have a contact within IBM then things are great, but some of the IBM partners (in my opinion) don’t offer the same high standard, (there are gaps in their knowledge).
View full review »Technical support is 8 out of 10. The product has quite a few components. When issues arise, it is not very straightforward to identify root cause, thus difficult to find right support resources for help. My personal experiences are, if you know where the issue occurs and ask the right question, IBM tech support typically can get the answer for you very quickly. Otherwise, it might take some time to get things straightened out.
View full review »We purchase support from a vendor because support from IBM is more complicated and seems to take longer. Our vendor knows us and can respond faster.
View full review »HB
Hatem Bousrih
Director at a transportation company with 10,001+ employees
We utilized an IBM expert for support.
View full review »Technical support has been pretty responsive. I run an IBM Cognos professional services organization and we become the front-line support for many of our customers.
View full review »PM
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 »JM
dataware204993
Data Warehouse Manager at a construction company with 10,001+ employees
I would rate the technical support at about 5/10. We continue to struggle with IBM provided first or second time correct responses to cases we have open. Cases can drag on for months before resolution.
View full review »From IBM, technical support is OK; other domestic service providers also work OK, but their hourly rates are high!
View full review »IBM’s technical support is fine.
View full review »BM
Barry Morris
BI Cognos Expert at Pilmark LTD
Technical support has been improving a lot over the last two years. I add my questions in an online IBM forum and people from the development have directly contacted me with a solution. I'm really happy with it.
View full review »Vendor technical support could be improved. It used to be really great. However, it seems like the focus now is on newer development. The support may not be that good for the more difficult issues.
View full review »I rate technical support with a 8-9/10. We occasionally need to escalate issues to senior technical support.
View full review »I would give technical support a rating of 8/10.
View full review »
Customer Service:
Customer service has always been responsive and helpful, and most of our tickets have been resolved very quickly.
Technical Support:They are very perficient in their work.
View full review »MM
Mangai Murugan
Lead Technical Consultant at Perficient
IBM's support community is excellent, and there's a large knowledge base if we have any problems. When I have a problem, and I reach out to the support team, my problem gets addressed within a couple of days.
View full review »I personally have had no problems with IBM tech support, though my experience is from a reporting standpoint not an implementation standpoint.
View full review »The technical support is good.
View full review »EL
reviewer1196148
Owner at a consultancy with 1-10 employees
The support isn't bad, but the user community is quite small to discuss certain topics, especially in comparison to those of competitors like Microsoft Power BI.
View full review »HP
reviewer1418973
Senior Technical Coordinator - IM and BI at a healthcare company with 11-50 employees
In my lifetime, I have never had to call technical support for Cognos. That is from my experience. I never had any issue that was too difficult to deal with myself and I never needed to go to them directly. I have no first-hand experience with support. It probably suggests something about the quality of the product if in seven years you never have to consult the company for technical support.
View full review »I would give technical support a rating of 4/10. IBM technical support should be improved and their turn-around time should be reduced.
View full review »I would say technical support is good, not great. We have contacted support for a number of issues. The main thing tech support needed was to replicate the issue at their end, which is not always possible. We still have issues that tech support is unable to address.
View full review »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 »IBM support is very expensive. However, there are many online materials to improve your skills, as well as other consultancies beyond IBM.
View full review »Technical support from our vendor partner is great.
View full review »
Customer Service: I did not work directly with Cognos support.Technical Support: I did not work directly with Cognos support.
View full review »
Customer Service: Better, but I must say that it's not as good as my experience with Oracle's.Technical Support: Good.
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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 »Over the last 10 years, I have never needed to use the customer support.
View full review »RE
Bob Edis
Principal Consultant at a tech services company with 201-500 employees
Customer Service:
Customer service is very good. Given that support is coming from Canada and I'm in New Zealand, a 16 hours time difference, I've usually had a response by the next morning.
Technical Support:The old Cognos Help Knowledgebase (pre-Rob Ash) was brilliant. The next version was so so. The move to IBM's DeveloperWorks means I struggle to find the information I need now.
We needed to connect to a PI Historian database but IBMCognos BI/CA does not certify the JDBC (Linux) driver. IBM said they would not provide a fix to support the PI drivers. The workaround is now to get PI data via a web service using IBM Integration Bus into a DB2 table, then read the data from there.
View full review »I would rate the technical support 8/10. IBM has been pretty great with maintenance and technical support.
View full review »
Customer Service:
With IBM it is too complicated, I used a partner.
Technical Support:With IBM it is too complicated, I used a partner.
View full review »DA
Dk Aggarwal
Advisor at DCM infotech
The solution’s technical support is not so good. I rate the solution’s technical support a six or seven out of ten.
View full review »Over a few years, we have opened only a couple of tickets with IBM and all have been handled professionally and promptly.
View full review »
Customer Service:
Enhancement requests take a very long time to get into production. IBM works on the "squeaky wheel" principle.
Technical Support:IBM technical support can usually solve any problems. If it's not something they've run into previously, it can take a long time to get a straight answer. They provide hotfixes for really urgent bugs that are affecting production.
View full review »Technical support has been great. IBM has a wonderful support portal where you can submit tickets for issues that are way too complex to understand or control on your own. The fix central portal will get back to you ASAP and provide solutions to fix your problems.
View full review »Most technical support issues that I had were revolved in a prompt manner. The amount of information on the IBM knowledge base is impressive. The user community online is full of some brilliant ideas and solutions that I have used many times.
View full review »Technical support is good. The IBM Cognos support is usually dedicated and competent. Their reaction time is fast enough according to the support case priority.
View full review »Technical support is good.
View full review »
Customer Service:
In Turkey, IBM Customer Service and Sales strategy is very bad. Their level of customer service quality is very very low.
Technical Support:Their technical support method is wrong because they only give technical support to partners that are consultant firms . The partners' priority is money so it reduces the quality of service.
View full review »BM
Barry Morris
BI Cognos Expert at Pilmark LTD
I'm really satisfied with the technical support. We encountered a couple of very unique bugs and IBM was very helpful. People from IBM found a quick workaround and then they solved the problem. So I'm very happy with it.
View full review »
Customer Service:
We only had a company provide digital training. Their communication was poor, and they worked with a call center which was totally uneffective.
Technical Support:I had to make do with what could be found on websites and the internet. The information IBM gives here is solid, but very technical and hard to read. Other websites have to be handled with care as many contributions are more enthusiastic then useful.
View full review »Technical support is 8/10.
View full review »I have no experience with technical support.
View full review »I would give technical support a rating of 7/10. Usually support is good, but it all depends on the technician you get. I've had great experience with some people, but less than stellar experience with others.
The one thing that has been consistent with IBM Cognos support is if you have a very large issue affecting many users, they are quick to respond and support your issue.
View full review »Technical support has two levels: first-level support is provided by an IBM support partner. So the quality of the first level of support depends on the experience and the quality of service of the support partner. Second-level support provided by IBM can be slow, especially when a competent IBM technical expert can't be found in your country.
View full review »Technical Support is very expensive and internet resources for many issues are very poor, similar to QlikView and Pentaho. But I think Oracle OBIEE and MS BIare very good in this area.
View full review »The availability of the new Cognos Analytics community allows for global sharing of problem resolutions. As this version is evolving rapidly, finding in-depth training material can be challenging.
View full review »
Customer Service:
Customer service is fair compared with the abilities and size of the product.
Technical Support:I would rate it as 7/10 as it is rare to find unknown issues that have no resolution, but if you find one, or you did something wrong, and try to get help it will take some time.
View full review »The technical support is average.
View full review »Technical support is good (7/10).
View full review »
Customer Service:
It's good.
Technical Support:We are more expert than they are.
View full review »AA
Artour Aslanian
BI Architect/Cognos Solution Architect/ETL Design Architect at a media company with 201-500 employees
Bad.
View full review »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 »I would give the level of technical support a rating of 9/10. I also think the support that IBM offers is very good. When we have an issue with the software, IBM has good resources to get the issue solved. There is a lot of positive information over the internet.
One thing that can be improved is the time for troubleshooting and finding the root cause of the issues. Sometimes it takes only one day or a week, which is fine. However, sometimes it can take up to one or two months. End-users are not happy when they have to wait this long for a solution.
View full review »Different levels of support are offered and level 1 has 24/7 support. On par with any software company.
View full review »
Customer Service:
It depends on sales rep. It may vary. Judging on we experienced it could be 6-8 on scale 1-10 (10 is the best).
Technical Support:It depends on sales rep. It may vary. Judging on we experienced it could be 6-8 on scale 1-10 (10 is the best).
View full review »Technical support was good until IBM took over.
View full review »Technical support is very good.
View full review »RE
Bob Edis
Principal Consultant at a tech services company with 201-500 employees
Not applicable.
View full review »There is need for a faster resolution and expected time frame to resolve production issues. Whilst working on site and when support is needed for emergency issues, a quicker response time is required.
View full review »
Customer Service: 9 out of 10Technical Support: 9 out of 10
View full review »
Technical support is quite satisfactory.
View full review »Technical support is excellent.
View full review »Technical support is 8/10.
View full review »Technical support is adequate.
View full review »Not very good because we didn't get a deep, back-end partner fit.
View full review »IBM has a complete knowledge base and support setup.
View full review »
Customer Service:
We were given good service, fulfilling all the requirements that were requested.
Technical Support:The technical support provided by IBM is good, helps you with any problems with the tool.
View full review »The technical support is good.
View full review »I rate technical support 7/10, because the first help response is fast, even if the whole resolution of the problem might be slow. In any case, tech support is good.
View full review »
Customer Service:
6/10 as they usually get back quickly but rarely have a solution.
Technical Support:6/10
View full review »
Customer Service:
Depends on the support structure.
Technical Support:Depends on the support structure.
View full review »Technical support is 8/10.
View full review »Buyer's Guide
IBM Cognos
March 2024
Learn what your peers think about IBM Cognos. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.