There is room for improvement in the customer service and support. 

IBM MQ should offer more extended support to users, and their response time could be faster. They have a community forum, but the official support channels could be improved.

We would like to see the IBM technical support team extend their hand to providing support for other cloud vendors like Azure, Google Cloud, and AWS.

Technical support is rated a ten out of ten because we receive support very quickly but rarely need it. 

Our in-house support members are all certified. Most of them have 5 to 10 years of hands-on experience. They don't fall back on IBM for day-to-day support/issues. But if there is a Severity-1, they do log a problem ticket for further expert advises from IBM.

We have only had one issue that I can recall from the last four or five years, to do with the file synchronization. To figure it out, it took a few days.

Overall, the support has been good. As IBM doesn't have a lot of resources in Malaysia, they rely on India or Singapore region for support sometimes.

I rate the technical support a nine out of ten.

I rate IBM support eight out of 10. We've never had problems with support. 

The quality of service can vary depending on the level of support for different issues. If it is on an issue with what IBM does within their cloud that they control as an ASP it can be somewhat complicated because it is not visible to us. They only support and run the model for us. They will do the updates, manage, and make sure everything is working, it is an effective service but if we have an issue, we do not get that much of a response from them. However, when it is on-premise with us on our side and we talk directly to IBM and they support us fully for the application. 

I have raised a couple of tickets with IBM support. The one thing I say is, all the support members are not always knowledgeable. I need a very senior person when I need something. Whenever I log a ticket, there will be one person who will not have the information to help, and I need to escalate. Every time I have to push and ask for somebody more senior, only I can get help.

What is expected is, as soon as we give some logs or share some issues, that we get a person to help immediately. However, that's not the case. It takes too long. 

Technical support is quite good. They are some of the best. They are responsive.

Since we've used IBM for a very long time, we need to rely on them less. Most issues can be dealt with by looking at the documentation, which is available online. You often do not even have to reach out to support. That said, if you do, they are great.

Technical support is very helpful and responsive. We are satisfied with the level of support we get. 

I think IBM technical support isn't too bad. IBM support can be a bit slow. Someone should be able to check on the problem straight away. 

I know that IBM in the States is very good. You can get good IBM staff and engineers and architects 24/7 or from 09:00 to 05:00. They have highly skilled and highly experienced staff there. Here in Australia, it feels like it's run by an account manager and run by salespeople. It should be run by architects and engineers and not by the account managers and sales teams.

We have found the technical support to be very good. They are responsive and knowledgeable. They are also very friendly. We are satisfied with the level of support we receive. As soon as we raise any issue, they get in touch with us and sort it out. It's great.

I am satisfied with the support from IBM. To be honest, I used to be an IBM trainer for this product, so I know people there. The only issue I have is that if the product goes out of service, it's difficult to get PMR (Problem Management Report) for it. In production, a lot of businesses tend to stick with the older versions.

Lately, quality of the technical support is not that good, as it used to be in the past. IBM supports us from the infrastructure's standpoint to the part where they provide us product support as well. So, one of the things that we did notice recently was that the qualified people who were supporting all this stuff are not there anymore.

I have used support on several occasions. We were an early adopter, and there are always a few bugs along the way. We did use technical support and we went all the way up to the lab a couple of times. It was outstanding as usual.

The support from IBM MQ is good. They have always helped with my problems, but sometimes it can take them a while for a resolution. Sometimes you might find a bug in a one-year span of using the solution, but they will provide a fix within a matter of weeks.

There was no delay from IBM MQ's technical support, and they had a good response time.

I haven't been involved in contacting IBM's support, but in general, we didn't have any vendor issues.

The technical support is fine. MQ is very predictable product and it's good.

I use the technical support from time to time in Hursley because MQ is developed in Hursley. I keep in contact with Hursley developers because in my organization, we use MQ a whole lot for our messaging. I am very happy with the support.

We have only rarely used technical support, because you don't really need it. When we have used it, it's been very good. The SLAs and everything that we've got for tech support is being met. We've also been using it long enough that we've got some very solid support, as far as, we know who to talk to and when to talk to. It's been great for us.

Customer support is good but there is room for improvement in their process. Their support is 24 hours so if you are dealing with support in the U.S. and it is passed over to a support person in the UK for example the person in the UK will not be provided with a detailed log of what has transpired. A lot of time is wasted waiting for them to catch up by reviewing the information each time the case is passed to a support person in a different country.

Tech support is very good. I guess other support groups if someone is looking for ADP accounts it lacks but in general technical support is good.

I would rate them a nine out of ten.

Technical support is good.

Technical support is great. We are satisfied. We call them every time we need. I would rate them a nine on a scale of one to ten.

I usually deal with level three support and they're pretty awesome; so, they're very good. I rate them 5/5.

We've had times where we've had to actually open up PMRs and things like that. But for MQ, it's very, very rare. We use CICS; we use WebSphere itself; we use DB2; so, we use a ton of other IBM features. With MQ there are very, very, very few problems.
When we do use tech support, they're very responsive 99% of the time. There might be one or two times where maybe something new will come out and they might have to come out with an actual fix or something, and develop it. It might take a little time to do that but usually, it's very responsive; very good thing.

We don't use IBM support much. Sometimes partners will come to us with questions, so we just guide them. Sometimes, you need an MQ person because they have access. We guide the customer to ask this question. You have to ask the MQ entity or the entry person. They will help you. And we are not writing any protocols because a separate team does that. And also, if anything goes wrong with the MQ product, then IBM will address that.

I was not on the team that was on our internal MQ for support but I know IBM support services are really good. While I have had some issues and long nights supporting IBM software in my 33 years of IT, the support personnel are good. I always say good things about them. It is not their fault that their products come up short, but they do a good job at supporting customers.

I would rate their technical support an eight out of ten.

The technical support is good. They respond in a timely fashion when we have problems.

We usually always get to the right people, because of the criticality of some of our problems. So, it works very well.

The only time that we have used support is when we do upgrades. We'll talk to IBM and maybe resolve some of the discrepancies in the product. IBM is very helpful. They are very responsive and if they can't answer the question, they find the person that can.

I rate technical support a ten out of ten.

I would say that technical support is average. Obviously, we are going through their PMR system. They are such a large company. I think the availability of somebody on the phone or calling somebody when you need something fixed immediately is a bit challenging for the organization. I think that's an area that they can improve on.

If we have IBM MQ or one of the applications go down, our entire plant is down. Then sometimes, it's 2-3 hours or something before someone calls us back. It would be nice if we can call somebody and have somebody you can actually work with that is knowledgeable on the product right away. That's my only gripe.

For a lot of other things, like lower priority items, working through the PMR system's been fine. I think their system is good. I just think that they need to be a little bit more responsive to their severity one tickets.

I have used the technical support around one or two times, but not that much. I did have some meetings scheduled with the architecture guys at a recent IBM conference. I am quite happy with the support that I have received.

Service is good. We've been able to meet all our SLAs in the agreement that we signed with them.

We have an enterprise level agreement with IBM. If there's any issue with MQ, we have a direct line to them.

We are not really happy with their support. They don't have the skills to very efficiently answer our questions, so our relationship with them is difficult.

Technical support is good. For the most part, we get what we need. We did have AVP for a number of years, which was another level of support. We're reconsidering that maybe we should be going back to that level just for the more timeliness and quality of support.

Technical support is responsive; it comes out of Hursley, which is their main support and development location. There is a direct line to their development; it's very good.

The bank has been very good in getting good technical resources to help us. There is a specific couple of people in IBM who know our architecture itself. We have what is called a value-add program where, when we have a problem or a service request, it will go through IBM but it will automatically land in the box of one of the experts who knows our architecture very well. We reach the same two people each time. We don't have to explain things to them.

We are very happy with IBM support. Also, their professional services; if you need consulting, they're fantastic.

I have not really used technical support in the last year.

When I did, I've had experiences with channels not starting up, either due to connectivity issues which turned out to be either network-related. The messages are really clearly defined and errors are logged, so we referenced that and based on that, we took action.

When we do contact technical support, they're excellent; 5/5.

You get very good support from IBM. If you are facing any issues that are tricky or there is any code issue where FDC files are being generated and you're not sure what is happening, you can open a case with them. They will help you with that. They are very efficient.

IBM handles technical support. They are good. 

I have never had support for this solution.

The technical support is good.

We haven't had to use support yet.

We did use technical support mostly when doing upgrades. I would say that we have used this solution for about 15 years already. We only encountered production problems two or three times. It is a very reliable, very solid solution.

We've used it and it hasn't been great. It didn't seem like we could get the answers we needed without having to use professional services. For a solution like this, there are little things like, how to tune it, how to upgrade it and that as a customer we don't feel the need to use professional services for. We want to be able to just find a document on how to upgrade and that has been difficult to find.

I have not personally used technical support for MQ, but my team has. It has been very responsive.

IBM technical support is always very great and we have a really good opportunity to talk with them, each and every time that we need support. They give us special attention. So, we're happy with the support provided.

Technical support is very good. Whenever we have a question, they are very responsive.

Technical support is very disappointing. They didn't respond. Then, we nagged them a lot. We basically got, "That's why you should just upgrade to the latest version of IBM. That's a known problem with the stack. You should just upgrade. Why are you still so far behind?"

I am an architect, and I talk with the architects of IBM. The engineers talk with technical support when needed.

I don't have any complaints about the technical support.

We have used technical support. Not for the solution, but for problems or issues. I would say that they are okay. If you want me to rate between one to ten, I would rate them four.

I have not used any technical support for this solution.

We have used the technical support once or twice; it's good. We opened some tickets and received responses within a short time; so it was okay.

I'm not sure that we've really had to use technical support for WebSphere MQ. We’ve figured out how to do it. We've known how to use MQ, set up queues and so on, for a long time. They interface well with our products. We really don't need the support, which I guess is a hallmark of how simple it is to use the product.

We might have had some issues with installation, or some initial setup calls. Once it's gone live, we've really not had to ask for help, had a queue break, or had transmissions not happen.

The support from IBM MQ is good.

IBM's technical support is great.

We handle the support that initially comes in from our clients. If we have any problem, then we take it to IBM using a PMR (Problem Management Report). When there is an issue then we feel that we can go to them.

The technical support has been helpful.

The support from IBM Russia is good.

Support is managed by the vendor management team. This is being taken care by some of the managers.

I have not had to use technical support. I've had to use IBM technical support because of some issues, but I never had to talk to the MQ people. We have an MQ rep on site and he handles that stuff.

I have used the support from IBM MQ. There is some room for improvement.

I rate the support from IBM MQ a four out of five.

The technical support from IBM is very good, they are responsive, and customer friendly.

Level of support with IBM WebSphere products, including IBM WebSphere Commerce server, IBM WebSphere Portal server, and IBM Websphere Integration server is fantastic.

For clients such as Target, IBM provided excellent support for IBM CICS Web Services, as well as IBM WebSphere Integration server, by having a dedicated IBM team in the USA that provided support.

Our team is very well versed in MQ and they're always able to solve all the problems. In fact, last year we moved to iApps, and they were able to work with IBM. They were able to solve whatever roadblocks we had.

We have our own support team. Whenever we have some situation, we go to them. If they're unable to solve it, then they reach out to IBM.

Technical support is OK. Quicker escalation would make it better.

Support has been good so far. We submit a lot of PMRs and we usually get pretty good response.

We don't have to use support very often, but they are responsive.

IBM support is good. I would rate it nine out of 10.

IBM technical support for any product is pretty much the same across the board. I have no complaints. They are okay. They are fast and knowledgeable. 

We are satisfied with the technical support.

We have used technical support. I can't think of any issues with technical support. We've received the support that we needed, on time.

We haven't had to use support much, because we have really good people. So, it has worked for us the way we wanted.

We use technical support, the PMR, all the time and it's great. It's usually really quick.

We honestly don't utilize IBM for tech support. We have an independent partner that we use for all of our IT support for this product.

Once you install MQ, you don't need a lot of support. Of course, we have support with an IBM partner in our country, but up until now, we have never faced a major issue that could impact our business.

We use technical support only when there are problems, which is very rare. It's always been good when I've had to call them; responsive, efficient.

We've had problem tickets and things that we've called in to analyze issues. The good part is that it never really was an MQ issue. It was some other issue that came out, but we would get them involved and they would be able to diagnose. It helped us a lot.

Their response was quick; very quick response and very detailed response. Basically, they usually do captures, send in the data and do the analysis. Usually, within 24 hours, we got the information back we needed.

We have occasionally used technical support for MQ, if we really run into an issue. That has worked out pretty well. As a matter of fact, most of the time, for any kind of an issue, we've usually had it resolved within a day. That's the way we want it.

Technical support is tough to connect with because the training and documentation from IBM are awful and the technical support from IBM is also poor. So it's easier to solve your issue using Google rather than calling support at IBM.

The support that we have goes through third-party vendors. In the past, their support has been very good, but I can't say anything about it today. About 15 years ago, in the companies I was working with as a consultant, we had very good support. We were working very closely with IBM, and IBM implemented the PS/2 and OS/2 operating system together with Microsoft. The implementation there in terms of the connectivity was an implementation of the IBM MQ series in the OS/2 operating system, PS/2 environment. The support we received for that work back in the late '80s was fantastic.

I've never contacted technical support in the past. I can't speak to their level or service due to the fact that I've never directly dealt with them.

The product is stable and reliable. We don't generally have support issues. If the product isn't good, people will say that it's not a good product but the support is good. If it's a good product, you won't need much support. 

Technical support is excellent.

We have used technical support. For MQ, it's very good, compared to other products.

We have teams that usually interact with IBM. My team doesn't necessarily do that that often but when we do, it's a fairly pleasant experience.

The technical support has been pretty good. Every time I've used it, they were pretty good and I found them to be knowledgeable and responsive. I'm quite happy with their level of service.

Support is very good. It is very fast. If an issue is Priority 1 they will respond very quickly and call you.

My colleagues have used technical support. I would say it's good.

I have not used technical support.

I personally have not used technical support. As a corporation, we have, and it is solid.

I personally haven't used technical support, so I can’t comment on that. Once it's deployed, the support team manages everything into it.

Their support is very good. IBM MQ is around 20 years old. The technicians have a lot of expertise with it.

The support is good. They try to resolve problems as quickly as possible.

We've never encountered any critical issues that required technical expertise except when the server crashed. We had to get an IBM WebSphere MQ accredited service provider to reconfigure the application. We never experienced any other pressing issues after that.

We have hardly ever used technical support for it. The last time we did, we found out that we were running an unsupported release. That kind of shows how long it just runs. Sometimes you forget to upgrade a couple of the components.

When I have used technical support, I thought it was very good. They even reached out and helped us a little bit in that situation – when we weren't even supported – to take a look at some of the basic stuff, just to make sure we didn't miss anything. Eventually, we got through the situation. We figured out what it was. It turned out it wasn't MQ at all. It was just a configuration change. I think tech support has been pretty good.

I'm an IBM i guy. I always think IBM support is excellent. I haven't dealt with z/OS in a long time, but they were good there, too. The product support, I would imagine, has been pretty good, too.

The technical support is good.

No technical issues come to mind.

I would give the technical support a 7/10 rating because we do get the response back, but a lot of time gets wasted in carrying out processes such as getting and sending logs, instead of coming online and sharing the screen and troubleshooting the issue.

We have used support. They are okay. Opening a PMR is a pain in the neck. When you're in a critical event, you don't want to go open up a web ticket. You want to get somebody on the phone, it could fix the problem now. We get that it all goes with the support level and we are pretty high.

I would rate the technical support as good, 8/10.

We haven't had major issues, but whenever we have had an issue we have written to IBM and they have gotten back to us on a timely basis.

Technical support has been good.

We have used the technical support, but we are more concerned about the response time. For example, we have severity 1 issues and the system is down, but we still see time gaps and they don't respond.

We frequently use technical support. They have been pretty good, so far.

I have used technical support once in a while, such as when we are upgrading or when we are going to change the server or something like that. They are pretty good. In our part of the world, it's pretty good support.

We have had a few scenarios where we were trying to develop some custom security solutions that required MQ to be authenticated, when they are trying to push our consumer messages out. It was not really an issue but more of an enhancement that we were trying to do. That's when we tried to approach IBM and get their inputs on the best way to do this.

They certainly were very helpful. They provided us with the necessary guidance and showed us some technical documents that were available for our reference and basically, to get the project completed.

Our admins have used support in the past. As far as I know, they are satisfied with it. It's pretty solid and it's kind of the backbone of a lot of our stuff.

We have used technical support very occasionally. It's gone well when we've called, but we really haven't had too many opportunities.

The technical support from IBM is always reachable.

Internally, we provide technical support to our users. This is possible because our team is only six or seven users.

I only contacted technical support when I wanted to upgrade Windows Server. It's not that easy to move. I had Windows 2008, and I wanted to go to Windows 2012 or '16. You have to reinstall, or there was a solution somebody told me about and that made life easier.

IBM technical support is good.

A long time ago, and not in the recent past, we did experience some issues with the technical support.

Our company has its own IBM center of excellence, where we have all of the required expertise within our organization, predominantly for this product. In addition, we have partnership support that we are getting every time from IBM.

The technical support is great. Normally, whenever we have an issue, within 24 hours we will get a resolution, so we can close it and leave it to the IBM technical support guys. We get a solution mostly within 24 hours, so that's great.

I haven't used the technical support.

I have opened a ticket. Technical support are not bad.

We've found the technical support to be very good. they tend to match the severity level of the situation. We're quite happy with the way they respond.

The technical support is very good. We have a partner in Puerto Rico. They have people with extensive experience, and they help us.

We do not have a direct contact with them. We have a desk line with them, and we have some sort of agreement. They treat us very well.

We always rely on technical support; it is very good.

Customer service is good although they ask for a lot of information that is time-consuming and slows down the process. I'd like to see some improvements in that area. 

Did not use.

Did not use.

I would rate IBM technical support as a four (out of five) because they are a big company. If you want to get through all the technical support levels, then you need to spend some time. However, this is normal for such a big company.

I haven't used technical support, but my group has.

We've had good luck with the MQ people at IBM, in helping us resolve problems.

I have been in contact with IBM support many times. I am satisfied with the support.

The technical support depends on the kind of request you have. IBM is a big organization, and sometimes it takes time, while other times it's very quick. But what is great is the documentation and they even define some bugs. They have a willingness to describe these as an APAR (authorized program analysis report) on IBM pages and they're easy to find for the solution.

Technical support is average. In terms of efficiency and response time, it's average, comparable to any other vendor. It isn’t better than anybody else that we know.