I rate Imperva support eight out of 10. They're quite responsive.

Technical support is good. Sometimes we have to raise a ticket and we get good, proper support. There's no issue.

The support of Imperva SecureSphere Database Security has good support.

We contact the technical support team while deploying resources. Sometimes, the team replies with the solutions already available online. It could be better.

Very good customer service was responsive to needs to get Imperva SecureSphere operational.

Imperva SecureSphere did not require very much tech support, but with the few issues we had, they were cured very quickly by tech support.

We have been able to handle everything on our own. As partners, we are technical savvy.

Imperva's technical support has been good. In the past, it sometimes took a long time to resolve an issue, but more recently, the responsiveness has been very impressive.

There are different levels of support that you can contract for and it is supposed to be based on priority. In our region, the level of support — whether you have paid for premium or expanded support — you get the same level of support. There are no options for same day support or one hour support. You may still get a response within an hour no matter what level you pay for. That said, we normally pay for premium support and we have been satisfied with the service when we do that.

Till now we have not had any open cases with the technical support, so I cannot comment on that.

The customer support is not very good. 

We have not used technical support. Our supplier manages the tool, so we don't get in touch with Imperva if there are any issues. Our supplier does that for us.

One of the reasons we want to leave this solution is the fact that we don't have any technical support whatsoever. If there was some on offer, it might convince us to stay. Technical support is typically handled by partners, and they do not do a good job. We've been trying to reach the parent company directly because we are unsatisfied with the level of service we've received and we've had no luck. Therefore, we'll probably leave the service altogether.

The support team responds promptly but sometimes it seems that, in more complex cases, they just try to stall for time for R&D to look at it and that they don’t know why some problems are happening.

The technical support is good in terms of knowledge. However, the replies are not so frequent and hence can be frustrating sometimes.

It's moderate.

It's moderate.

Local companies have limited exposure to the tool There's professional support and support from the providers, however, if they don't know too much about it, they cannot provide adequate help. 

Due to restrictions because of sanctions in Iran, we do not have support for this solution. For this reason, we have done everything ourselves. This can be challenging because sometimes we have troubles upgrading the device, or obtaining new signatures.

The technical support is OK. But they have big potential to do things better.

We had a service provider in-between Imperva and our organisation. It did not make things easy. When dealing directly with Imperva I had good experiences with the vendor, and real issues were escalated quickly and getting access to the relevant engineering sections of the vendor was possible.

Technical support was hit and miss. Sometimes we received excellent support, and other times it was not so good. Sometimes convincing the engineering team that there was a real problem in the software was a bit harder than it should have been. Overall, compared to other vendors, support was good.

Their technical support is good and the response is guaranteed until the problem is solved. I think when it comes to response time, it's always very quick. Maybe just one simple criticism would be that it's very hard to get a remote station with them and everything is always email and sending logs. I'd like to see more hands-on and direct contact with the environment. 

The technical support for Imperva is super, super, super. They have a very experienced support team. They can diagnose all of our issues and are always very fast. They have very good documentation and knowledgebase resources that add to the depth of their support.  

The support isn't as good as it could be. We are not quite satisfied with it.

We are working with their technical support. They have been good so far.

When the technical support is required, they assist us. I would rate them as seven out of ten because they are not so good due to the due to differing time zones. 

We managed by using the regional vendors. Overall, the support is effective.

On a scale from 1-10 (1=worst, 10=best) I would say technical support is 9. Support is always guaranteed and every internal SE has been always competent and ready to assist.

Customer service is excellent, 5/5.

I didn’t interact much with tech support. But from what I’ve heard, it’s on par with industry standards.

Their support is fantastic. It is 24/7. You raise a ticket, and you get someone assigned to you immediately.

I would rate them a five out of five. In a worst-case scenario, it would be a four, but it's always very straightforward. We get a very quick response.

While configuring custom strings for data classification, we did engage Imperva Support and they were very helpful in setting up custom hex strings to help with our data classification. The response time was good too.

The technical support is all right. They're not great, they're not terrible.

It's good, but it's a big company, so you need to know the paths to get the most out of it.

It's very good.

Support is good. The Imperva engineers have excellent technical knowedge.

We have contacted technical support a few times, and the experience was ok.

The vendor’s local partners, NGN Company and Bulent Daldal, were very supportive whenever my company needed their help.

Customer service has always been available.

Technical support is rated highly.

I have no experience with their technical support.

Technical support for this solution is insufficient. If you have a professional then you can handle it, but if you are a regular customer then it is difficult.

I have not needed to use the support.

The technical support is ok, and we have had good assistance from them.

We don't speak directly with the vendor. We only call the managed solution provider.

Their technical support is very good. In a few situations, they took too long to respond. I would rate them a nine out of ten.

8/10.

I haven’t had an issue in the year I have used the product.

I’ve never had to contact them.

I don't have much experience with technical support, but when I have spoken with them, they have been helpful.

I have contacted them. Sometimes, they are good, and sometimes, they are not. 

There are delays in responses from technical support, but you do get a response per SLA.

The level of technical support is bad.

Technical support was very professional and elastic.