IDERA ER/Studio Customer Service and Technical Support

VpDataInd01c
Database Designer at a manufacturing company with 1,001-5,000 employees
Tech support has been good. I have no complaints about it. We haven't needed to use tech support in quite a while. But when we do, we have to go through whatever their process is, and if we haven't been able to resolve it through the regular process, then we get an individual person that we talk with directly to work with us to solve the problem. They have gotten onto our machines with us. They've been very responsive. They have their standard routine of what they have to do, but if that doesn't solve something, then they will get on with us individually or they ask us to send them the model and they figure it out. View full review »
Jamie Vasser
IT Specialist at a government with 10,001+ employees
Tech support is a sticking point with me. I am really disappointed in the tech support. We pay for the Platinum level. It takes hours to get a response. We're on East Coast time. I know that most of their support people are West Coast, but it's very common for me to put in a call in the morning, prior to lunch, and get a response from someone after I've gone home for the day. I then come in the next morning and try to connect with that person and, of course, they're not in yet. I've had some really disappointing experiences with support. View full review »
DataArchadd7
Data Architect at a software R&D company with 1,001-5,000 employees
We bought premium support and so far it is good. The normal technical support is okay; I would not rate it too high. After we got the premium support things were much better. Regarding the last upgrade, they really helped us by walking us through it step by step. That was really good. We always want to have peace of mind that we can reach them. When we had regular support, sometimes it was very difficult to get hold of them. We upgraded our support to premium, to make sure that we get the proper attention. View full review »
Find out what your peers are saying about IDERA, erwin, SAP and others in Architecture Management. Updated: September 2019.
366,756 professionals have used our research since 2012.
Mariya Salamatova
Senior Business Intelligence Developer at a wholesaler/distributor with 51-200 employees
Overall, technical support is okay. It's fast and usually, within four or five hours, I get a reply. View full review »
DataArchd5df
Asst. Director, Data Management & Analytics at a university with 10,001+ employees
Technical support is good. Whatever inquiries I submit, I get a response. I haven't seen any lack of response from the support team. View full review »
DBA8d65
DBA at a consultancy with 501-1,000 employees
Tech support hasn't been as good lately as it was in the past. It is down to "average." View full review »
Reviewer951561
Database Administrator at a government with 10,001+ employees
The technical support has been fine. I have only used them for licensing issues. View full review »
Reviewer967458
Database Developer at a financial services firm with 1,001-5,000 employees
The only thing I had an issue with was licensing, and the support was very good. They replied very quickly and it was very smooth. View full review »
Mike Grove
DBA at a manufacturing company with 201-500 employees
Tech support is very helpful. I have only had to engage with them once, as far as I can remember, during an upgrade. They stuck with me until it was resolved. The initial request was responded to the same day and I believe we had it all wrapped up in less than two working days, from the time I submitted the ticket. Part of that was scheduling a time for them to remote into my desktop. Once they were in, it was resolved within 30 minutes. View full review »
Database9ac8
Database Administrator at a healthcare company with 1,001-5,000 employees
Tech support is pretty good. They resolve issues right away, I usually don't have to wait too long. View full review »
Find out what your peers are saying about IDERA, erwin, SAP and others in Architecture Management. Updated: September 2019.
366,756 professionals have used our research since 2012.
Sign Up with Email