When TIBCO purchased them, the people changed, but the new tech support people are good. The license agreement for response time changed, so there are options. Blue Cross is part of the gold support, and we get good support. We can get an answer within an hour on any question.

We don't always reach the right person. Sometimes, we get junior-level reps who aren't as knowledgeable as we are. 

Additionally, when we log calls, they usually involve advanced requirements, and the resolution timeline isn't always fast enough.

It provides standard support that is typically included with the license purchase. You can access the details of their service level agreement requirements by downloading their documentation. They also offer an option called "gold support," which is available for an extra cost, usually a percentage of your license fee. This premium support package provides more extensive assistance, including dedicated customer support. We currently use this service, as it offers a higher level of support.

We are getting good support from my end of the picture.

There were many meetings held at our offices, we also participated in their Customer Summit, in Orlando this summer where we met lots of good, solid professionals and customer-based professionals with whom we were able to learn and grow, as well.

Fabulous so far

Overall positive.

The support with our Exec has been awesome.

IBI customer service/technical support team is very responsible, great experience.

Excellent, they are very very helpful.

It's great, and very personalized.

The customer service and technical team are very knowledgeable and respond promptly to requests, email or phone calls. Always are very helpful and courteous.

Have not used them much, however my coworker has used them and had great results.