ManageEngine OpManager Customer Service and Technical Support

Vasan Naidu
IT Support Manager at a financial services firm with 1,001-5,000 employees
In South Africa, the OpManager system is fairly new. With the current support structures in place, the support team is exceptionally helpful and they try to go the extra mile. However, I don't think they are as experienced with all the components of the system as the users would hope, so it makes installations a little bit difficult. They do escalate to external teams when it is necessary and warranted and we do get assistance when the local team cannot handle a problem. So from that perspective, I think they do an extremely good job in making sure that we are functional and that we have the contracted level of support. I do not think it is an entirely personal preference to assume that the local vendors would have a bit more knowledge about the products in order to support us properly and efficiently. Regardless of any and all issues, support normally responds promptly (within a couple of hours). It is simply not desirable that the actual issues can take a few days to get resolved. View full review »
Syed Mohammed Wasi
Technical Consultant at Ministry of Finance - Saudi Customs
Technical support for this solution is fine. However, it is very hard to reach level one. Level two and three are ok, but they just give a general answer, such as switch something on or restart. Sometimes we need a technical person who can troubleshoot our problems quickly, which requires level one. It can take a lot of time to escalate through the levels. If you have a critical issue then it can be escalated to level one immediately. Technical support has to be improved because for us to always start at level three, it is wasting our time. View full review »
Rigoberto Mora
Product Manager at a tech services company with 501-1,000 employees
We use technical support at times, especially when there is a new release. Sometimes we need remote support from the manufacturer, and it is fine. View full review »
Find out what your peers are saying about ManageEngine, SolarWinds, Paessler AG and others in Network Monitoring Software. Updated: November 2019.
378,397 professionals have used our research since 2012.
Fredrick_Massawe
System Administrator at Bakhresa Group of companies
I have not dealt with technical support for this solution. View full review »
reviewer830826
IT Administrator at a maritime company with 10,001+ employees
Technical support is good. Not excellent but I can say it's good. We are satisfied. View full review »
Krishna Krishna
System Administrator at Computer Network Systems
Technical support is very good. View full review »
Nabil Fahmy
Senior Infrastructure Engineer at Union Group
Technical support has been very good so far. We're satisfied with them. View full review »
Find out what your peers are saying about ManageEngine, SolarWinds, Paessler AG and others in Network Monitoring Software. Updated: November 2019.
378,397 professionals have used our research since 2012.
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