Micro Focus ALM Customer Service and Technical Support

Jordan Gottlieb
Principal consultant qa architect at a tech vendor with 201-500 employees
I have used tech support. Mostly because I'm with a consulting company and we also support ALM. We have our own internal support organization that people can get into. In terms of Micro Focus support, because I'm a more advanced user - I've been using this tool since version 7 - I typically don't get a whole lot from first-level support. I tend to want to go right up to second, third, or even directly with the development organization. So I'm more the outlier, edge-case kind of person compared to most customers out there. Once I get to the people that are at the level that I know I need to deal with, they're good. I'm also dealing with the people on the other side of the ocean, working directly with people who may have actually coded ALM to begin with. View full review »
AvpQualif259
AVP Quality Assurance at a financial services firm with 501-1,000 employees
We have definitely used tech support, and the skill level varies (this is before the Micro Focus integration). When we were trying to figure if QC SaaS can work with Windows 10, it took us three weeks before tech support finally realized that they missed a patch on their end, and it cost us three weeks of wasted time. The IT support even said, "We're waiting for you guys to get synced up on your side," before we could do anything. Tech support has the knowledge and skill, but it's not consistent. View full review »
Mark Chase
Test Management Architect at a insurance company with 1,001-5,000 employees
I think like every company, they're changing the landscape. Support, in my experience, has been pretty good. There are always challenges based upon the routing/tier structure of who gets the issue first, how it gets routed, how it gets filtered down to the specific expertise that you need. That depends on your acumen as far as knowing your tooling, knowing your approach, what that's going to be. Somebody who is very savvy, will obviously have frustrations coming into a tier-one support desk. Who they really need to go talk to at the end of the day may be somebody, and it will vary by company, like a tier-three, real low-level, very experienced resource support tech who fixes those issues. So it's going to vary based upon the customer's competency versus how they are routed through a support desk. View full review »
ReviewerB3126
Vice President - Test Management Lead at DBS Bank
The technical support has been deteriorating since the Mercury days. I would give technical support a rating of six out of 10. View full review »
it_user437799
Validation Office at a pharma/biotech company with 51-200 employees
Customer Service: The local supplier Assurity were good. Technical Support: The local suppliers were very good, but if it was something that had to go back to HPE, forget it. View full review »
Belgin Wolard
Sr. Test Automation Engineer with 201-500 employees
In terms of technical support, I usually get solutions to my issues. I did not have any issues to call technical support for a long time. View full review »
Sukarna Chirumamilla
Senior manager IT at a transportation company
We've used it multiple times. One of the reasons is the SAP tab. There is this plug-in that connects with SAP, and whenever we do an upgrade or something we need to test with the SAP tab, and the software has been very helpful in doing that. I already know the response that we get from support. We have a dedicated CSO who engages whenever we need something, when we sat we need this report, we need that data, then he will definitely immediately give us that. View full review »
Justin W.
IT Quality Assurance Analyst at a energy/utilities company with 10,001+ employees
HPE’s technical support services are fair but leave a lot to be desired. An alternative to the direct HPE offering would be to pursue outside, well-known, thirrd-party professional support services that have extensive knowledge in HPE ALM and associated tools. View full review »
it_user128247
Sales at a comms service provider with 10,001+ employees
So far, technical support is very good because we have been using HPE products, or the earlier Mercury products, for a long time. We have a quite good collaboration with them. From that kind of background and knowing our kind of working environment and solutions, together with their technical support and help, we have been able to implement these tools in the right way the first time, without trying to invent the wheel on our side. View full review »
it_user470463
Quality Assurance Software Management at a healthcare company with 10,001+ employees
I haven't used tech support because we have a couple of different layers within the business unit. So I have people that I can go to, and then those people go to tech support. So it is utilized on a different level, just not by me. View full review »
Ppc397
Pp at a financial services firm with 1,001-5,000 employees
The tech support is not so great so far. At least as far as the HPE tech support is concerned. Before, when it was Mercury, it was the best tech support of all time. Right now it's okay. It's doable. It could be better though. View full review »
Parag Gulwani
Staff QA Engineer at a comms service provider with 1,001-5,000 employees
For any of the operators, the support is extremely useful. It's great, actually. They are always available on-time. View full review »
TomDelmonte
Process Architect at a aerospace/defense firm with 10,001+ employees
Customer Service: Customer service was adequate. Technical Support: Technical support was adequate View full review »
Principa8919
Principal Business Analyst at a financial services firm with 1,001-5,000 employees
The technical support is pretty good. It probably depends on the support contract type you have. Our contract works pretty well as we have dedicated support engineers for our product. They are knowledgeable and responsive. Sometimes you need a little bit more, but then HP help us to find it as they're knowledgeable troubleshooters. So we never had a problem to get issues fixed when we found that particular person. It was very effective I guess. View full review »
QaManageced2
QA Manager at a individual & family service
Our experience with the HPE support was not great. We have not used Micro Focus yet. Based on that, we switch to a consulting firm, Melillo, for the support because we were not getting direct answer from the HPE support, therefore we switched because of that. Now, we get a better service. Hopefully, with Micro Focus, it will be better. View full review »
TeamManabebb
Team Manager at a financial services firm with 10,001+ employees
For such an experienced team as my mine, who have been working with the product for more than ten years, it is not that easy dealing with technical support. They often do not have the knowledge that we have. It takes a while to train them so they understand what our issues are and we have to connect to second or third level support. View full review »
SteveLarson
Account Director at a comms service provider with 5,001-10,000 employees
The level of technical support is very good. View full review »
Lacy Mc Clain
QA Analyst at a legal firm with 1,001-5,000 employees
I rarely needed any as I am an expert administrator. View full review »
Yevhen Fabizhevskyi
Software Development Engineer at a tech vendor with 501-1,000 employees
Technical support is very good. View full review »
TestProcc24f
Test Process Manager at a construction company with 10,001+ employees
I have not used technical support myself, but Tieto is actually doing that in an effort to improve their own framework and initiate a closer relationship with HPE. View full review »
it_user566988
Test Manager
Nine on a scale of one to 10. View full review »
HeadOfDe5f4d
Head of Department Testing at a tech services company with 10,001+ employees
We have used HP technical support for resolving cases and we also asked help from Presales in HP Russia. These guys resolved our problems and helped us to install ALM Octane in our environment. View full review »
Neeraj Kumar Singh
Managing Director at a tech services company with 51-200 employees
I would give technical support a rating of 10/10. View full review »
Caroline Gitonga
Presales Consultant at Oracle
Customer Service: Very responsive, though we haven't needed a lot of support. Technical Support: Technical Support has been helpful. View full review »
Vladimir Skrbek
IT Specialist with 5,001-10,000 employees
Technical support is good. View full review »
Sarah Kemle
IT Business Analyst at a manufacturing company with 10,001+ employees
It is very good. We are located in Germany, and they have a service partner here. The fix given to us depends on the complexity of the problem, but usually we get answers within a day. View full review »
Thorsten Westhues
Information Systems Consultant at a government with 5,001-10,000 employees
I cannot comment as we use internal support. View full review »
John ONeill
Principle consultant at Active Data Consulting Services Pty Ltd
Customer Service: Very high. Technical Support: Extremely good. View full review »
it_user2862
VP of IT at a manufacturing company with 1,001-5,000 employees
Tech support is very, very poor. There is no coordination between product groups, you have to repeat the same information multiple times, features that are "fixed" end up breaking in the next release, and releases and upgrades do not fix problems as promised. View full review »
QaManage231b
QA Manager at a financial services firm with 10,001+ employees
Tech support has been very helpful when we've had some questions or issues. They've been very responsive. View full review »
Varun Srinivasa Murthy
IT Solutions Analyst at a manufacturing company with 1,001-5,000 employees
Technical Support is great and always responsive to solve the issues. View full review »
it_user568668
QA at a healthcare company with 10,001+ employees
A seven out of 10. View full review »
Ivana Buljan
Product Development Manager at a comms service provider with 1,001-5,000 employees
I used tech support once. It took a while to solve the issue, but it was solved. View full review »
it_user514626
Test Lead
it_user349722
IT Manager of Operations at a healthcare company with 10,001+ employees
A seven out of 10. View full review »
Ganesh Muralidharan Pillai
Assistant Director Quality Assurance at a tech vendor with 10,001+ employees

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