IBM FileNet Customer Service and Technical Support

WolfgangPichler
Senior Consultant at pITsolutions
We have not had to use technical support very often. We get technical support from Germany. There is a good support center where the response time is quite good. View full review »
Moshe Elbaz
IT Manager & FileNet Specialist at a tech vendor with 201-500 employees
I've contacted tech support many times. I don't have very much good to say about it. The people in support are changing often so most of the people there aren't familiar with the product. They are always asking for the basic information about the system, even though we've worked with finance customers for many years and we know the product. We try to provide the actual error to customer support and to get an answer about it. But until they forward it to first-level support or engineering, we lose time. We are not usually satisfied with customer support. View full review »
Seniorsyseng67
Sr. Systems Engineer at a tech services company with 51-200 employees
I use IBM's technical support all the time. They're extremely responsive and very helpful. They always ask all the questions. They give us all the information upfront. If we need them to join in a call, they always do so really fast. That's been my experience for the last seven years. Every time I need help from IBM, I get it immediately. View full review »
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Fred Heilbronner
Director Network Solution Architect at a tech services company with 11-50 employees
We're fully certified to provide first-call technical support to our customers, which we do for the majority of our customers. Our customers like doing that with us because instead of logging into IBM's site and opening a PMR and all that, they call me and say, "Fred, remember that thing we saw two weeks ago, well it happened again. What do we do about it?" And because I have to live with the problem, I don't first have to ask them what version they're running, etc. We can solve it much more quickly. On the other hand, IBM's technical support itself is very professional, very capable. You have to learn how to work with them. We know what they want. Before we even open a PMR, we go collect what we know they will want and we send it to them. When they say, "Okay, where's all this information?" we tell them to look at the attachment. They go off and we get a resolution more quickly that way. View full review »
Jayanth Palle
Senior Consultant at Northern Trust
Technical support is going well. There are a few issues, but we have set up several monitors for our technical modules. View full review »
GupteshwarPrasad
AVP Technology at a financial services firm with 501-1,000 employees
Whenever we have any kind of technical problem or glitch, we use a PMR (problem management report) and it goes to IBM support. They are quite helpful and they are meeting their SLAs. I wouldn't say it has been excellent, but I would rate support at seven out of ten. View full review »
DavidOrtega
SAE - Services Account Executive at RICOH
There are three levels of support. The first one is local support which relies on our experience as a partner. At the second level, we use IBM support for our clients. Sometimes, an issue we have is when our client has an older version for a given component. IBM has told us that some of these versions are no longer supported and an upgrade is required. After that, they can give support. But if we are on the correct version or release, the support is good. View full review »
BolarinwaOyerinde
Managing Partner at Inception Business Concepts
We have never had to contact FileNet support. View full review »
Muhammad Kamran
Project Manager at Ora-Tech Systems
Technical support from IBM is very good. There is level-one, level-two, level-three, and lab services. We have dealt with all these support levels during our implementation. When we have asked for support with technical issues, they have resolved them. View full review »
Supervis3993
Supervisor Of Information Security Risk at a energy/utilities company with 1,001-5,000 employees
We did use technical support for a while. enChoice was one of the partners we used with IBM. They're a great partner. Eventually, I was able to hire enough of our own staff that we did much of our own support. My experience with technical support was good. Any time we needed them they were right there for us. View full review »
SeniorSo9e37
Senior Software Engineer at a financial services firm with 5,001-10,000 employees
Technical support is good. When we have any issues, we open a PMR with IBM and we do get the response on time. The only thing is that if there are any bugs, it takes time for them to come up with the fixes. But other than that, the technical support is good from IBM. View full review »
Boris Zhilin
Executive Director at Intelective
Technical support is very decent. We've never had issues with it. View full review »
Principaede6
Principal It Operations Specialist at a manufacturing company with 1,001-5,000 employees
My experience with the technical support is mediocre. Often times, I would open a ticket and the technical support would label it as a FileNet issue, then send it to the FileNet team. The FileNet team would receive it and declare it a Connections issues, thus creating a back-and-forth between teams until I insist on getting both teams on the phone and fight it out. I am the customer in this situation. I just want the issues fixed and resolved. It has gotten better. However, I do not have many issues with the system now. View full review »
Corporat88f8
Corporate Vice Presidents at a insurance company with 10,001+ employees
If I had a concern, it would be that we are sometimes not getting to the root cause of the issues from a technical standpoint as quickly as we should. For the most part, it's good. However, when things get a bit dicey with more involved issues, we have had some delays in getting feedback. If I had a concern, it's around the technical support and their responses in regards to things like root cause analysis. View full review »
Enterpri3203
Enterprise Architect at a manufacturing company with 10,001+ employees
One of our account reps was very instrumental in getting us set up, but we really haven't had, other than network latency issues in the very beginning, a lot of issues where we needed to go to technical support for it. View full review »
Patrick Obrill
System Analyst at AT&T
The technical support is very good. IBM has support which goes around the world, which is pretty good. They have a ticketing system that we are able to use to get support from when we need it. IBM Services is where we get help. We have a good connection with IBM. View full review »
Aldo Puglisi
Digitalization at a transportation company with 201-500 employees
We are working with a business partner in Switzerland. We work with them for every new release and for configuration. Our experience with them is quite good. We have been partners for quite a while on many different projects with many IBM products, and we are quite satisfied. View full review »
CEOd7ae
CEO at a tech services company with 1-10 employees
The technical support is very robust. View full review »
Softwaref5a5
Software Architect at a non-profit with 1,001-5,000 employees
We've been using an implementation vendor to help us get rolling with it, a company called Vega. They've been very helpful. View full review »
it_user543282
ECM Filenet Architect at a insurance company with 1,001-5,000 employees
We use IBM support quite a lot. We have a license with this product, then whenever there are any issues, we always contact IBM to get them resolved. The beauty is the response time. It is very good nowadays within the platform. View full review »
SolomonChris
Founder at intellicon systems
Our organization has administrators who are well trained, so we have experienced people on our team to manage the solution. However, if we have any production issues, we do contact their IT support. View full review »
CTO724f
CTO at a healthcare company with 1-10 employees
We never used the technical support. We have enough in-house knowledge. View full review »
Informat0634
Information Architect at a tech services company with 51-200 employees
The technical support is pretty strong. However, I still have cases of APARs which have been left open from many years. Therefore, the technical support is not excellent, but it's good. View full review »
Vp33e4
VP at a financial services firm with 10,001+ employees
The technical support is good and efficient. I would rate it an eight out of ten. View full review »
Reviewer8e92
User at a healthcare company with 10,001+ employees
There are a lot of Redbooks, and there is the IBM knowledge that is sent there. There are some more obscure errors that get thrown when I'm coding, because I'm bad. All in all, the tech support is really good. They have a lot of support. View full review »
FilenetS7829
FileNet System Admin at Emug
I evaluate technical support every time that I make a technical support request, and they do very well. I am very happy with them. View full review »
Engineer49eb
Engineer at a financial services firm with 10,001+ employees
The technical support is very good. We are very well partnered with IBM support. We have AVP Support, which is very valuable. View full review »
Director014f
Director of user services at a manufacturing company with 1,001-5,000 employees
I have not personally contact them. I am sure there are some other people in the company that have, but I have not personally contacted them. View full review »
CEOdd42
CEO at a tech vendor with 1-10 employees
We're consistently using technical support and they're doing a great job to this point. View full review »
Chuck Picard
Enterprise ECM Program Manager at a tech services company with 201-500 employees
We have not had to use their technical support. We have done a lot of the support ourselves internally. We have not had to use professional services for a very long time. View full review »
Suren Shiva
Software Architect at Deloitte
The technical support is pretty knowledgeable and good. View full review »
SeniorSy447e
Senior Systems Engineer at a comms service provider with 10,001+ employees
They're always very responsive. Though, sometimes we have to dig a little to work through the layers of technical support in order to get the people with the right level of expertise. View full review »
Reda Torkey
Chief Commercial Officer with 51-200 employees
When I face a big issue, I call IBM support and they are really helpful and their documentation over the internet can show you what you need, very well. View full review »
Softwaree227
Software Developer at a insurance company with 1,001-5,000 employees
I have been using IBM technical support to work with IBM to hash out their glitches, bugs on the product. I think that IBM has been very helpful. They are very professional when it comes to working with their customers. It's very helpful. View full review »
GeneralMba45
General Manager at a tech services company with 1,001-5,000 employees
We work very closely with IBM and their technical service as part of a solution proposal. We also work with them to support and implement our client systems. It's a team effort. View full review »
Ben Holmes
Financial Informatics Analyst at a insurance company with 10,001+ employees
I have not used tech support for this solution. View full review »
reviewer1014633
Administration Division Support and IT Services at a manufacturing company with 1,001-5,000 employees
The knowledge of their tech support staff is perfect but, even with that kind of support, we still need internal staff who have a notable level of knowledge of the solution. View full review »
reviewer1081452
Director Of Information Technology with 201-500 employees
IBM technical support is pretty good. View full review »
ServerMadd8a
Server Manager at a logistics company with 1,001-5,000 employees
I've used it quite often. Technical support could be better, more responsive in a timely manner. I've learned to actually open up tickets earlier in the morning because you seem to get better help than if you wait until the afternoon. View full review »
ProjectL6af9
Project Lead Engineer at a healthcare company with 10,001+ employees
If we run into problems, which is inevitable (and we run into problems all the time), we get quick responses and good solutions back from the technical support. View full review »
AreaMang4d5e
Area Manager at a tech services company with 1,001-5,000 employees
We didn't buy the product from IBM itself, it was from a business partner. So, issues first go to the business partner, before they go to the IBM. As soon as it's at IBM, it's very good. Before that, it depends on which person is available. View full review »
Smeb97d
SME at a energy/utilities company with 1,001-5,000 employees
I would rate the technical support as medium. I do not like the login process. It is not great. Getting an ID, and the IDs across the different things. IDs used to solve similar problems. View full review »
ShababShams
Project Manager at a government with 11-50 employees
Technical support is very good. View full review »
Chrystan Duarte
Business Development Manager at a tech services company with 51-200 employees
Solution4311
Solutions Architect at a financial services firm with 5,001-10,000 employees
The technical support at IBM is knowledgeable and responsive. View full review »
Business259f
Business Solutions Manager at a tech services company with 501-1,000 employees
I do not really work with the technical support. The solutions that we are implementing are brand new. Usually their support is good, though you would have a support contract. I will mention that I think the support could be better, and it could improve. View full review »
SystemTe38a9
System Tech Oracle Database at a comms service provider with 10,001+ employees
There are some issues when contacting technical support. It is not a very satisfying experience. View full review »
ProjectL3ff4
Project Lead Systems Engineer at a healthcare company with 1,001-5,000 employees
I have not personally used IBM's technical support, but there are other members of my team that have used them. I have not heard any negative feedback. View full review »
Gonzalo Varalla
CIO at a insurance company with 1,001-5,000 employees
Support is good. When they have to escalate internally, in order to get some more expert advice internally, they do so and it's okay. View full review »
Find out what your peers are saying about IBM, Microsoft, Alfresco and others in Enterprise Content Management. Updated: November 2019.
382,547 professionals have used our research since 2012.
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