IBM Rational ALM Customer Service and Technical Support

Lyubomir Gotsev
Consultant
I was satisfied with the level of technical support, but it can be a little better. It doesn't have to do exactly with the technical support team, but more with additional material and information which you could find on their website. For example, if you know the questions and you know it is probably a common thing that people need to know, you should not have to call support to find the answer. If you had a better collection of frequently asked questions — a FAQ — users could quickly solve more of their own problems. This source of information does not currently exist. When you are not so experienced there are a lot of basic questions you have and you should have easy answers. Instead of being able to just find the answer yourself in a knowledge base or forum, you have to ask other people with more experience. It wouldn't be necessary if they would just provide some more information. View full review »
Nitin Kaushik
Quality Assurance at Varroc Lighting System
The technical support is good but there is too much of hierarchy. It takes a lot of time to get to the right person. View full review »
reviewer1256694
Technology Architect at a software R&D company with 10,001+ employees
We are satisfied with the technical support that we received from IBM. View full review »
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Abdulrazzaq Huneidi
IT Agile Supervisor at a comms service provider with 501-1,000 employees
We have a maintenance license with IBM so we have technical support, but we have not had major incidents. View full review »
Mpho Morake
Senior Developer at SBV
Technical support is good. If you run into issues, they can always walk you through what they recommend you do and work with the documentation. IBM's dedication has always been documentation versus actual. View full review »
Find out what your peers are saying about IBM, Atlassian, Microsoft and others in Application Lifecycle Management (ALM) Suites. Updated: March 2020.
407,401 professionals have used our research since 2012.