Technical support is good to excellent.

Technical support is 6/10.

They provide very good technical support. Perimeter security is a hot-button topic and you can get some serious help if it’s not right.

I would rate the technical support a 8/10.

Technical support is doing its job mostly. What I don’t particularly like is the flow duration. But it really depends on the magnitude of the problem you have. I would rate it as good to very good in most cases.

7/10

8/10

I would give technical support a rating of 8 out of 10.

I would rate the technical support a 6/10.

I would give technical support a rating of 4/5.

Technical support is very good, incredibly thorough, and if you have the right support agreement in place, it can be infinite. That being said, when raising a ticket, due to the complex nature of SSO, you need to provide a ton of technical details in the form of logs from the end point to the back end.

These recycle at a very high rate, especially in larger estates so acquiring the logs is not always easy. For this reason, we've had some larger issues outstanding for quite some time. For supported versions, if the level 1-3 teams can identify the cause, they will either provide you with a hotfix that has been previously developed, give you in depth instructions on what needs to change, or refer the development team for a bug fix.

Customer service is 8/10.

Technical support is 8/10.

Fantastic customer service from IBM.

Technical support is good as you can raise issue any time and based on criticality of the issue IBM can provide support immediately. In some cases even on-premise support is also available.

I rate technical support 7.5/10.

I would give the technical support a 8/10 rating. Sometimes, there are long running support tickets (for 6-8 months) and that is unacceptable from the customer's point of view.

Good.

We as a Premium Business Partner have some advantages in being able to contact the developers more easily. Our customers can raise tickets, and depending on their contract, they are suitably assisted by IBM.

It has been good for long time.

Good. Nothing to complain about.

The technical support are very skilled and has helped solve all issues that I needed help with in a timely fashion.

Excellent.

Excellent.

An acceptable prompt response is received from the technical team depending on the severity of the issue.

IBM provides prompt support on any issues faced. IBM is willing to go an extra mile to help meet their customers’ requirements.

Very good.

It depends on who you get. Some Level One technicians are better than others. When you get to Level Two and Three it's much improved. We've dealt directly with the developers on several occasions and those folks are the best.

Overall, it's decent. Many times it depends on the IBM support team member handling the customers' issue.

Overall, it's decent. Many times it depends on the IBM support team member handling the customers' issue.

We haven’t used technical support yet. This solution has not yet been released. It is still just a demo and it is going to come out in the next few months.

8/10.

8/10.

Good.

Very good.