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IBM Cognos Technical Support

Muhammed eissa avatar 1433675236?1433675234
Bi Consultant at a tech services company with 501-1,000 employees
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 »
F48b6783 c68e 4703 9ef3 2e8ffc9ebb38 avatar
Business Analytics Coach at a software R&D company with 51-200 employees
Different levels of support are offered and level 1 has 24/7 support. On par with any software company. view full review »
117076b8 81cf 446a 8130 31b3716c6798 avatar
Business Intelligence Manager at Mspark
They are very perficient in their work. view full review »
A6ef27dc fbdc 430a ac8f 7cbf172934eb avatar?1436196205
BI Engineer at a media company with 1,000-5,000 employees
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 »
3f945b50 7eb9 4372 803e cb6044ad254f avatar?1441945035
Principal Consultant at a tech services company with 501-1,000 employees
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 »
A8c2af83 3cbf 4c41 a6a5 3af51b46cd47 avatar
Cognos Consultant at a healthcare company with 1,000-5,000 employees
I rarely use technical support. view full review »
Anonymous avatar x60
Senior Cognos Analyst Developer at a engineering company with 1,000-5,000 employees
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 »
F8ef5ced b69d 4424 ba40 7b1d2293b5b7 avatar
Business Intelligence Specialist at a tech consulting company with 501-1,000 employees
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 »
Anonymous avatar x60
BI Cognos Developer II at a healthcare company with 1,000-5,000 employees
I have no experience with technical support. view full review »
D5029b82 c7ae 41d6 9c42 f195365d5feb avatar
Database application specialist at a tech services company with 501-1,000 employees
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 »
Eee04010 32ff 41b5 952e 62f95acc228a avatar
Cognos Consultant (Contract) at a university with 1,000-5,000 employees
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 »
C8bbc314 43ae 4283 80be 7b81083dc544 avatar
Business Technology Associate Consultant at a consultancy with 1,000-5,000 employees
Technical support is quite satisfactory. view full review »
64b4e0e2 908c 471f 92f9 fdffee79a598 avatar
IBM Cognos Consultant at a consultancy with 51-200 employees
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 »
954ccc23 5762 4dd7 8743 efb1b83ed33d avatar
Business Intelligence Specialist / Information - Business Analyst / Cognos BI Specialist at a local government with 1,000-5,000 employees
IBM has a complete knowledge base and support setup. view full review »
38a61420 34b4 4a46 8491 93d702a2e8c4 avatar
Analytics Specialist at a legal firm with 1,000-5,000 employees
Technical support is good (7/10). view full review »
A7e426d5 39dd 46da 97bf c912fe236157 avatar
Cognos BI Developer at a construction company with 1,000-5,000 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 »
Anonymous avatar x60
Sr Cognos BI Developer at a university with 1,000-5,000 employees
Sometimes technical support can be hit and miss. However, IBM has some very good technicians. view full review »
Anonymous avatar x60
Team Lead, BI and Analytics at a university with 1,000-5,000 employees
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 »
Anonymous avatar x60
Continuous Auditing Manager at a comms service provider with 1,000-5,000 employees
Technical support was good until IBM took over. view full review »
Anonymous avatar x60
Sr Cognos Developer at a insurance company with 1,000-5,000 employees
I would give technical support a rating of 8/10. view full review »
9840ff7c 3e65 4867 8532 ae8dfad21795 avatar
Associate Consultant at a university with 501-1,000 employees
The technical support is average. view full review »
D683f399 eabb 4913 b6f5 7fd975215f4d avatar
Cognos Consultant at a financial services firm with 1,000-5,000 employees
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 »
Anonymous avatar x60
Cognos - BI Consultant / Tech Lead at a energy/utilities company with 1,000-5,000 employees
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 »
139278a4 4542 4246 8750 733c4487bda2 avatar
Cognos Developer at a university with 1,000-5,000 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 »
705182a1 db14 4997 849e 260a8805438f avatar
Technical Lead Consultant at a tech company with 1,000-5,000 employees
I would give their technical support a 6/10 rating (actually, it varies from 6-8 level). IBM ( https://www.itcentralstation.com/vendors/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 »
D339ec6f fba6 4d28 88ce 690700344cc9 avatar
Business Intelligence Consultant at a tech consulting company with 51-200 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 »
4f5572b2 5bab 466c 86e3 0256520eeaf7 avatar
Senior Business Intelligence consultant, freelance at a tech consulting company with 51-200 employees
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 »
D527c5e6 c780 485b a0fb 7a72031655f1 avatar
Business Intelligence Consultant at a construction company with 1,000-5,000 employees
The technical support is good. view full review »
Anonymous avatar x60
Cognos BI Architect/ Developer at a real estate/law firm with 1,000-5,000 employees
I would rate the technical support 8/10. IBM has been pretty great with maintenance and technical support. view full review »
43df9b24 8d09 445b 9fdf ca079d8266a9 avatar
Data Strategist at a tech services company with 501-1,000 employees
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 »
Ed3bd195 ad16 4b5b 94b9 9cb20fc31a11 avatar
Business Reporting Engineer (Contracter) at a aerospace/defense firm with 1,000-5,000 employees
Over the last 10 years, I have never needed to use the customer support. view full review »
Anonymous avatar x60
Data Warehouse Manager at a university
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 »
Brian andrews li?1414337000
Solutions Architect at a pharma/biotech company with 1,000-5,000 employees
The technical support is good. view full review »
Anonymous avatar x60
Manager, Business Intelligence at a aerospace/defense firm with 1,000-5,000 employees
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 »
Seniordi190104 li?1423078427
Managing Partner at a tech services company with 51-200 employees
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 »
Anonymous avatar x60
Prinicipal Software Engineer at a tech vendor with 1,000-5,000 employees
Technical support is very good. view full review »
Anonymous avatar x60
Managing Partner, Lead Business Intelligence Consultant at a tech consulting company with 501-1,000 employees
Technical support has two levels: first-level support is provided by an IBM ( https://www.itcentralstation.com/vendors/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 »
F67e8686 e156 4933 b841 99cc2b342709 avatar
Project Leader at a tech services company with 501-1,000 employees
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 »
Anonymous avatar x60
Sales Specialist at a tech services company with 51-200 employees
Technical support is 8/10. view full review »
Anonymous avatar x60
Business Analytics Cognos Consultant at a tech services company with 51-200 employees
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 »
Anonymous avatar x60
Business System Analyst at a Consumer Goods with 1,000-5,000 employees
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 »
77cdeb07 4db4 474a 8715 1b7382065ffc avatar
MIS & Development Manager at a insurance company with 501-1,000 employees
Technical support from our vendor partner is great. view full review »
Picture seniorma5220
Senior Manager of IT at a retailer with 1,000-5,000 employees
Technical support is good. view full review »
23aee285 59b8 429e 9aca f2e6f3d8682f avatar
Partner, CTO, CBIP, BI Solutions Arhitect at a tech vendor with 51-200 employees
Technical support is adequate. view full review »
Anonymous avatar x60
Head of Business Analytics, Operations at a aerospace/defense firm with 1,000-5,000 employees
From IBM, technical support is OK; other domestic service providers also work OK, but their hourly rates are high! view full review »
Anonymous avatar x60
Sr Programmer Analyst at a energy/utilities company with 501-1,000 employees
Technical support is good, solid. They gotten better lately. view full review »
Anonymous avatar x60
Associate Director at a comms service provider with 1,000-5,000 employees
IBM’s technical support is fine. view full review »
040f58ad ab2b 4874 ae19 48b252848041 avatar
Senior Development Manager - Innovation - ERP Protheus at a tech vendor with 1,000-5,000 employees
Technical support is good. view full review »
45199fdd 0a2b 4137 9fd0 03b7609bb6ef avatar
Sr Consultant at a tech company with 501-1,000 employees
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 ( https://www.itcentralstation.com/vendors/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 »
D204434f 8150 495c a2e3 c7cdf8d495fe avatar
Senior BI Architect at a healthcare company with 1,000-5,000 employees
I rate technical support with a 8-9/10. We occasionally need to escalate issues to senior technical support. view full review »
096f3502 0a2f 40ba b392 8f471f708ac4 avatar
Cognos & OBIEE Business Intelligence Consultant at a pharma/biotech company with 51-200 employees
Technical Support is very expensive and internet resources for many issues are very poor, similar to QlikView ( https://www.itcentralstation.com/products/qlikview ) and Pentaho ( https://www.itcentralstation.com/products/pentaho ). But I think Oracle OBIEE ( https://www.itcentralstation.com/products/oracle-obiee ) and MS BI ( https://www.itcentralstation.com/products/microsoft-bi )are very good in this area. view full review »
03e7f475 4698 4c46 8a5f fb31f41df664 avatar
Cognos Consultant at a software R&D company with 1,000-5,000 employees
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 »
Anonymous avatar x60
IBM Cognos Instructor and Consultant at a tech company with 51-200 employees
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 »
Anonymous avatar x60
Senior Technical Consultant - Analytics at a tech services company with 501-1,000 employees
Technical support is 8/10. view full review »
67baf338 a21e 4583 b1bf 2e6bd64a2128 avatar
Senior Business Intelligence Consultant at Aspen Associates
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 »
Anonymous avatar x60
Senior Consultant - IBM SPM Cognos Solution Specialist at a software R&D company with 51-200 employees
Technical support is excellent. view full review »
59f4fb30 83c2 476d 94be d84f88af9dbb avatar
Principal Consultant at a tech company with 1,000-5,000 employees
Technical support is 8/10. view full review »
980e3f1c 45b3 45d0 a7e6 1de57c719b73 avatar
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 »
3f945b50 7eb9 4372 803e cb6044ad254f avatar?1441945035
Principal Consultant at a tech services company with 501-1,000 employees
It's fair. view full review »

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