Support for IBM FileNet is really tough. Finding skilled consultants is a challenge even with IBM partners like platinum or gold partners. And even if we find someone, they often lack the needed experience.

The professional services are not familiar with the product. They take too much time to handle a case. They need more knowledge.

A third-party services vendor, a gold partner certified by IBM, helps us communicate with the technical support team.

Technical support is going well. There are a few issues, but we have set up several monitors for our technical modules.

We have never had to contact FileNet support.

The technical support is pretty knowledgeable and good.

Technical support is not bad. But the problem with the technical support is that it is time zone-based. So, if we have an issue that is brought across a number of time zones, this will happen: We'll start working with one technical resource; we'll finally start getting working on it when, all of a sudden that technical resource has to leave, and we have to start with the next technical resource in a different time zone. Then, we have to bring them up to speed with what we're doing, and so we lose a little bit of time. The fact that the same resource isn't on it for the entire problem sometimes is concerning.

We subscribe to the premium support with additional charges, but it is worth every additional dollar that we spend on that, because we saw a huge jump in the quality, responsiveness, and the attention. When you have a dedicated technical account manager that looks after your technology, PMRs, support requests, etc., that is fantastic. We are able to do things far more things more quickly than before. I would say this is an A.

I have used technical support a lot. A lot of times, it is 10/10; sometimes 8/10; sometimes 5/10. That's how I would evaluate it.

We have a good partnership and we get a lot of good support from our IBM sales partners and through our PMR support, but occasionally we run into certain issues where I'll evaluate it a little lower.

We have used technical support. During the initial launch, there were a few issues, I guess, with the multi-value fields, but they were resolved fairly quickly.

Technical support was not excellent, but very good.

Technical support is very decent. We've never had issues with it.

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.

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.

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.

Technical support is pretty good, given that we have a very good partnership with IBM.

Technical support is good. We rely on them a lot. We think of them as a partner. They're excellent, for the most part. We've had a few times when we were stuck and never had a solution. It was because we were way outdated on our system. For the most part, IBM, they're good. They're really good.

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.

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.

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.

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.

I've always had a great experience with technical support. I've used them enough that I know most of the tech support people by name. The good feeling is, yes, they recognize you as well and they understand your experience and where you are coming from. They are easy to work with, to get on the phone. Having that phone conversation usually speeds up the resolution time quite a bit.

I don't actually put in tickets; my dev team does. Sometimes they've been a little frustrated with response times, especially for production systems. It’s hit and miss.

The technical support is good and efficient. I would rate it an eight out of ten.

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.

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.

We have not used technical support, because we have an IBM service team that we use directly. They're not the actual tech support guys, but we do have an IBM team that does a great job.

We have not used technical support.

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.

The technical support is very good. We are very well partnered with IBM support. We have AVP Support, which is very valuable.

We do use technical support. I'm a member of what IBM calls the AVP, Accelerated Value Program. They're phenomenal. These guys know their stuff. They are responsive. I have a wonderful and long term relationship with Peter Fagan, who is my AVP tech. I absolutely love the guys.

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.

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.

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.

We have the AVP premium support. They are very fast for first response, and they are very productive providing right solution in the right time.

Technical support is 10/10.

FileNet tech support is wonderful. Sometimes, they prioritize according to whether the issue is a casual question or an emergency? If it's an emergency, they're right there; they'll have somebody there. They will get it fixed. If you ask them a low-priority question, it might take a while, but it's a low-priority question.

Also, once you find a document on their website, it's generally very good. The problem I've always had is that their website is sometimes horrible to find things on.

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.

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.

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.

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.

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.

In my previous company, we had an issue with one of their products. We could not find anything on the data documentations or on their website. We approached them and they accepted that there is a problem with the product itself and so we got in touch with them and they tried to fix the issue. 

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.

The technical support is good. I think that the guys have provided us with the solutions that we needed.

I think technical support is pretty good. They've been very responsive and helpful, but we haven't really had to call them too many times in the last few months.

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.

I have not used tech support for this solution.

I rate the technical support of IBM File Manager a three out of five. They could improve by being more responsive.

We never used the technical support. We have enough in-house knowledge.

The technical support is very robust.

We have a business partner that we go through, and then to IBM. The technical support we receive through our business partner is excellent. We have very good relationship with them. They provide and recommend solutions to us and how to make our setup more efficient. If we have a business case, we're set up to go.

We have used technical support quite a bit. We're heavily engaged with the Lab Services on a regular basis. We have a lot of enhancement requests that are going out and so forth, and IBM has been very responsive to us.

We've been pretty successful with the PMR process. I don't have any real negative or positive feedback exactly; it serves its purpose.

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.

The technical support is very professional and efficient. So far, we have been very happy with it.

Going forward, it could be made a little bit easier for the end user. We're a DB2 shop. Our implementation against DB2 could be a little bit cleaner in some ways. Not every shop is necessarily going to have a DBA in house that can handle those duties. In some of the FileNet implementation, I saw that there was a fair amount of database work that needed to be done and that wasn't clear at the outset.

I felt that support often times “dropped the ball” during our implementation. I will add that other than the database related issues of our implementation, the support I was received was excellent. However, the database related support, or lack thereof, stands out.

I evaluate technical support every time that I make a technical support request, and they do very well. I am very happy with them.

We're consistently using technical support and they're doing a great job to this point.

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.

We have not used IBM technical support for FileNet.

There are some issues when contacting technical support. It is not a very satisfying experience.

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.

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.

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.

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. 

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.

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.

Technical support is very good, as long as you're providing the information. If they slack a little bit, just make sure you give them a call and remind them that it's an important issue to you.

We've been using an implementation vendor to help us get rolling with it, a company called Vega. They've been very helpful.

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.

IBM technical support is pretty good.

The technical support at IBM is knowledgeable and responsive.

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.

Technical support is very good.

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.

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.

Good.

Customer service is 4 out of 5.

Technical support is 3.75 out of 5.