IBM technical support uses labs to mimic our environment, which is fine. But we archive a non-production environment first prior to archival of an applications production database. Doing it this way, we can keep our business customers calm, as we can show we archive every record (record count) and reconcile down to the penny. If we are off, we do not move the archive to production. But IBM treats our archiving of non-production database with lesser priority. In the past, we have waited months for IBM to resolve the problem. Our only solution has been to light a fire under the bottom of the sales reps.

One issue is that IBM only wants to deal with one person. It makes sense from their point of view, to have a single point of contact. But from the customer side, it is a pain. Especially when the person is on vacation or out sick, everything grinds to a halt.

Great, up to the point when you actually figure it out and no longer require assistance. Unless, you need support to interpret the log files.

We have enjoyed excellent technical support.

We didn't hire an exclusive tech support team and had to rely on the IBM team. However, there was a bit of a delay in getting a response from them.

I would give technical support a rating of 7/10.

Customer service is good.

Technical support is not bad.

I rate level of technical support a good 7/10.

I would give technical support a rating of 7/10.