IBM QRadar Customer Service and Technical Support

DAX Paulino
Cybersecurity Practice Lead at a tech services company with 201-500 employees
I have not yet contacted technical support. I have not encountered any problems. So far, we have had no need for them. We have just fixed things ourselves. View full review »
BALA
Program Manager at a tech services company
The support is very important during the implementation and initial stages. I think that the turnaround time has to improve. If we raise a ticket then we have to wait for a patch. After this, the patch will probably have to be applied within our test environment. After testing it has to be promoted to production. Overall, the turnaround time is slow. View full review »
Vulnera08667
Vulnerability Manager at a tech services company with 51-200 employees
I would give technical support a rating of 8/10. When they help you with a call for a problem with the product, which I've had twice, the next day, they roll out an update worldwide for all their products to be patched on that problem. They lose too much time, in my opinion. Normally, you struggle a bit to get a hold of them and get to the correct person to assist you. Even though this isn't a very big delay, it usually takes about an hour. However, in my company, an hour can make a very big difference in my life. For example, it will take me about an hour to an hour and a half to get support from them. I'm a person who loves to get it done now. So if you don't mind waiting about an hour, then it can be very good support. When you log a call with IBM, it takes them about an hour to start working on the problem. View full review »
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Vulnera08667
Vulnerability Manager at a tech services company with 51-200 employees
The technical support has definitely improved. In 2016-17 it took me about ten hours to get a reply from IBM. It now takes an hour to two hours for them to reply to me. View full review »
Cyberspec67
Cyber Security Specialist at AEC
Technical support hasn't been bad, but sometimes it's inadequate, sometimes it is good. It depends on the case. We've had bad experiences in the past because we didn't get onsite support when we needed it. They do have onsite support but only for third-party partners working directly with IBM. And sometimes the support is too slow. View full review »
Omar Sánchez (Mr.Tech)
Information Security Advisor, CISO & CIO, Docutek Services at Docutek Services
On a scale of one to four, I would rate it a four. We have had some issues. For example, the other day I wanted to add a new correlation. So I opened a ticket for that new correlation. I went to go change my correlation, but they took so long to get the correlations down. I had to go ahead and open the ticket before I got to change the management process. View full review »
Larbi Belmiloud
Security Engineer at a tech services company with 11-50 employees
We don't use IBM Support. We communicate with Morocco Teams about this. When I have an issue, I post it and ask for the community, because I have an account in the IBM Community. The community is very, very knowledgeable and strong. View full review »
Dameer Siddiqui
Senior Associate Consultant at Skill Orbit (Pvt.) Ltd.
Technical support from IBM is not that good here in this region. It's quite helpful to have local support. They don't have much expertise in this product. We usually have to go to IBM to resolve the issues if we have them because the overall product is a bit complex. There are not many local resources here in this region with expertise in IBM QRadar. View full review »
SenSec321
Senior Security Architect at a tech services company with 10,001+ employees
There are three zones that make up the technical support team, one is Asia Pacific(where the people from India are IBM India they work in that particular region), there are Europe(people from the UK and the Netherlands) and America (the people from the US). When comparing these support teams, the Indian team is lacking. View full review »
QRadar677
B.T. Güvenlik Yöneticisi at a recruiting/HR firm with 10,001+ employees
I have never used technical support for this solution. View full review »
D.M.Hashim-Ul- Alom
Senior Server Security Engineer
We have our own system and network experts, forensic experts, and database expert so until now, we haven't had any issues that required us to contact their support. View full review »
Damian Scott
Sr SIEM Consultant at a tech services company with 51-200 employees
The technical support is very good. View full review »
Nimesh Bhatia
IT Security and Business Development Manager at a tech services company with 51-200 employees
The support is very good. We get support whenever we need it. Sometimes they respond immediately and sometimes it will be within 24 hours. We can ask them to please do it right away and they can get a request done within an hour or two. View full review »
SrSecAnalyst918
Sr. Security Analyst with 1,001-5,000 employees
Tech support is excellent. View full review »
Reviewer258
Managing Director at a tech services company with 1,001-5,000 employees
The tech support is not that good. They often rely on their learned knowledge base, instead of getting their hands dirty upon the actual case issues. They just think of the traditional approach of "OK, try this, or that." Obviously, we already know which steps to follow, we need for them to come up with some out-of-the-box solutions. This delays the process of finding a solution to the problem. Unfortunately, this happens a lot. View full review »
FarhanAli
Security Analyst at a security firm with 11-50 employees
Buying anything, an enterprise must look for troubleshooting and fixing its issues using its support. With QRadar, all those things are easily available and just a click away on the Internet. From IBM Fixlet to dW Answers, you can do a lot. View full review »
Srijan-Sivakumar
Director of Market Enabling Solutions at a tech services company with 51-200 employees
I am not involved with technical support because I am in pre-sales. View full review »
QRadar6777
Chief Technology Officer at a tech services company with 51-200 employees
Our experience with technical support has not been smooth. There is a lot of bureaucracy to get to the technical team. In fact, in some cases, we resolved the issues ourselves and then explained to their technical team how it should be done for other customers. View full review »
NetworkS3978
Network Security Engineer at a health, wellness and fitness company with 10,001+ employees
The technical support is poor. Mostly because when I open a PMR for IBM, I am stuck with Level 1 staff. As an engineer, nothing that I am bringing them does not require Level 2 or Level 3 support. Most of the stuff that I open ends up code changes or bug fixes. Our company is far more mature than most. Our issue is that the support is slow. View full review »
Muhammad Adeel
Senior Security Engineer at dig8labs
Technical support is the area IBM should work on. Support is not that responsive. If I open a support ticket, it takes three to four days for them to respond. They take that much time. View full review »
Mathieu Dorckel
Cybersecurity Engineer Consultant at a tech services company with 501-1,000 employees
Technical support is good when they using WebEx. By portal, they are slow and inefficient. View full review »
Onyegbule Uche
Technical Consultant at Activedge Technologies
Technical support has proven to be very helpful. View full review »
Phillip Okemwa
Senior Information Security Analyst at a financial services firm with 501-1,000 employees
Their support is excellent, they are available when we need them. I'm satisfied so far. View full review »
MazenHindawi
Network and Security Technical Team Leader at a wholesaler/distributor with 201-500 employees
Support is good. The technical engineers seem they know what they are doing. Though, the escalation response is bad. An escalation takes time, because the response time is not as fast as it should be. View full review »
Reviewer5570
Information Security Manager at a comms service provider with 1,001-5,000 employees
Technical support is good, but not great. View full review »
Trust Mapoka
Managing Director at CIA Botswana
Their technical support is pretty good. View full review »
Douglas Concepcion
Security Solutions Architect at Micro Strategies
Their Level 1 support is weak, but the support that we worked with to set up our feature sets is good. Their Level 2 and 3 support are good to work with overall, like most companies. We contacted their technical support about adding more feature sets. We worked with their engineers to set up the feature sets that we wanted to expand upon and deliver the product, which they did. View full review »
Luis Yndigoyen
Partner at a tech services company with 11-50 employees
The technical support is good enough. View full review »
Harshit Jaiswal
Security Consultant at Varutra Consulting
I haven't contact the technical support yet. View full review »
reviewer810204
Lead Security Infrastructure Engineer at a financial services firm with 5,001-10,000 employees
Better than average versus their competitors. View full review »
Marketdir9846
Marketing Director at a aerospace/defense firm with 1-10 employees
My experience with technical support has not been so good because I would prefer support in Spanish which I haven't gotten. View full review »
Shaikh Jamal Uddin
Senior Information Security Consultant at Secure Coat
Mohamed AFEILAL
Director General at New System Engineering
The quality of technical support depends on the level. Level One support is very good, but if you have Level Two or Level Three then the support is not very reactive. View full review »
Mika Suomu
Cloud Security Architect at a tech company with 201-500 employees
The quality of technical support depends on the IBM support person. Sometimes, it's hard to get the right person on the other side. A ticket coordinator could be the key to better quality delivery. They are sometimes slow to respond and unhelpful. View full review »
Rajeev MM
Senior Analyst at a tech services company with 201-500 employees
The technical support is good. View full review »
Sebastian Osterc
Member at CIFAL Argentina
I have not used technical support. View full review »
Find out what your peers are saying about IBM, Splunk, LogRhythm and others in Security Information and Event Management (SIEM). Updated: September 2019.
370,827 professionals have used our research since 2012.
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