ArcSight Enterprise Security Manager (ESM) Customer Service and Support

Ramnesh Dubey

Solutions Architect at a tech vendor with 10,001+ employees

There is room for improvement in terms of the quality of the solution.

Irfan Ali

Lead Principal Architect at Injazat Data Systems

The customer service and support were satisfactory. There is room for improvement in the first-hand support. It would be helpful if they could understand more of the context of the customer's query.

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DavidBrown13

Security Operations Director at Axon Technologies

Micro Focus is less helpful than HP Enterprise was. If I were to rate HP Enterprise when they owned it, I would give them a nine. I'm going to give Micro Focus a six because, after we started operating it, they would provide us professional services or engineers from less desirable skillsets and locations. Being in the Middle East, it's difficult to get quality people, so we ended up getting a lot of people from South Asia and Central Asia that just weren't as good as people we had before coming out of Europe or North America.

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Buyer's Guide

ArcSight Enterprise Security Manager (ESM)

April 2024

Free Report: ArcSight Enterprise Security Manager (ESM) Reviews and More

Learn what your peers think about ArcSight Enterprise Security Manager (ESM). Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.

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768,246 professionals have used our research since 2012.

AbhishekMishra

Technical Lead Project Individual Contributor at DXC

ArcSight's technical support hasn't been as good as it was in the past. I don't find it to be very good. My queries are not being properly resolved.

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it_user858882

Business Development Manager- Threat Management Services at Insight Enterprises, Inc.

Unfortunately, this may be the single biggest complaint I have. We have had a bad experience in several different stages of engagement with ArcSight support.

Customer service during the transition from HPE to Micro Focus was abysmal where it became disruptive to our service delivery. Things have improved in the time since and gotten better lately, but there is still room for improvement.

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Anand-Dutta

Head Global Alliances Director at Tech Mahindra Limited

The technical support team of ArcSight Enterprise Security Manager (ESM) is very helpful. I would rate technical support for the solution five out of five.

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Peter-Mendonca

Sr. Group Manager at a tech vendor with 10,001+ employees

I've had mixed experiences. Sometimes, it was fine, and it was not so good at other times. It isn't as good as it used to be.

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BCCB Onil Nunes

Chief Information Officer at Bassein Catholic Co-Op Bank

I have not been in touch with ArcSight for technical support. I only talked to my vendor, who monitored my network. My vendor got in touch with ArcSight support.

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Riccardo Rosso

Consultant at Libero

ArcSight's technical support is very good.

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PeterMendonca

Sr. Group Manager at WNS Global Services

I rate ArcSight support seven out of 10. Sometimes, it takes ages to get an issue resolved. I have ArcSight experience, so I normally try to fix things on my own or find a workaround, but it's tough to get support when I need it.

It goes on for days. If you call in the morning and explain it to the engineer, but the issue isn't fixed, you have to explain it to another person when the shift changes. It's usually okay, but it can be challenging if you're dealing with an urgent issue and you don't have the proper documentation.

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it_user140673

Senior Manager of System Security with 501-1,000 employees

Customer Service: Support can use vast improvements, but your technical account managers are great. No complaints there.Technical Support: Lacking. View full review »

Seshi Dumpa

IT Security Manager at a tech services company with 10,001+ employees

We do not use technical support that often. They are very good, but they should train their L1-level support. Overall, they're a good strong team.

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Abbasi Poonawala

Chief Enterprise Architect at a financial services firm with 10,001+ employees

Technical support is available 24/7, They are on a rota basis for the different regions. If I'm looking for support here in India, it's available 2 1/2 hours ahead of Singapore, 3 1/2 hours ahead for the Japanese team. In the UK region, we have support available from 11:00am. And if I'm looking for post 7:00pm in India, then I have the support teams available from the States. They're quite good and they offer other professional services too, including for incident management.

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Md. Shahriar Hussain

Cybersecurity and Compliance Lead Engineer at Banglalink

ArcSight support is okay but slow. It isn't provided promptly. There is a vast time difference between American time and East Asian time.

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Ashraf Abbas

Information and Cyber Security Analyst at a financial services firm with 10,001+ employees

They have been great. They are friendly and good.

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reviewer2134215

Consultant at a financial services firm with 10,001+ employees

We have not used technical support. Our team provides support to the customer. I'm not sure how they have assisted, if applicable.

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Rikin Rathod

Senior Officer IT at Tech Data Limited

We did have a couple of problems recently where one of the modules was not communicating well. In terms of support, I think that they are quite good.

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Wessam Altoumi

Chief Commercial Officer at Yamamah Information Technology & Communication Systems LLC

The support for ArcSight ESM has been very good.

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Mahmoud Younes

Soc Cybersecurity Analyst at VaporVM

I haven't contacted the tool's technical support yet.

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it_user410400

Senior Cyber Security Analyst at a tech services company with 10,001+ employees

I would give it 3/10. A lot of the support is community based. That strategy can work, but the answers are sometimes incomplete, incorrect, and can take a long time to get.

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it_user409212

Cyber Security HP Arcsight Dev Ops Lead Developer with 10,001+ employees

With HP themselves, they need a lot of pushing to get them to get seriously involved with issues, given that they are paid a lot of money to provide support and deliver top SLAs.

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Subhadip Pakrashi

CEO at Kapstone Technological Services LLP

ArcSight technical support is a bit better than the QRadar.

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it_user257376

Lead Splunk Architect at a financial services firm with 10,001+ employees

Support is slow and doesn't always have the required skill set to solve the issues.

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HungTran2

Technical at HPT Vietnam

The support is not very good.

I rate the support from ArcSight ESM a four out of five.

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it_user700140

Ex Senior Security Analyst and Onsite consultant at Paladion Networks

We have experienced quick customer support. They have a complete list of our previous issues along with our history, which makes it faster for them to solve our issues.

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it_user417483

Senior IT Security Consultant, Cybersecurity Technology Services at a consultancy with 1,001-5,000 employees

I have not had to use tech support for at least two years now. From what I recall, they were good.

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reviewer1069233

Principal Enterprise Architect (Technology, Cloud & Security) at a retailer with 10,001+ employees

I didn't take any kind of support.

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it_user406062

Sr. Director, Corporate Information Security at a comms service provider with 1,001-5,000 employees

We've used technical support several time and found them to be good.

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it_user400656

Security Practice Director at Rolta AdvizeX

Technical support from the vendor has been good. There's a particular challenge with ArcSight not in the technical support, but in the fact that it supports the platform and the integration.

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it_user147210

Sr Security Engineer at a tech services company with 51-200 employees

They try really, really hard. View full review »

it_user409143

Security Manager at a tech services company with 10,001+ employees

I would give technical support a rating of 4 or 5 out of 10.

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it_user571005

System Support Engineer at a tech services company with 501-1,000 employees

Technical support is poor. This is one area that needs improvement

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it_user401874

Information Security Specialist at a tech services company with 501-1,000 employees

Customer service is fast in response, but very standard in their approach, which takes lot of time for simple issues.

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Jeremy Ambicha

Forensic Consultant at A Cyber 1 Company

Customer service and support are one of the biggest challenges we are having. Although it is provided, and once you log tickets, they follow up quickly, sometimes some of the challenges we face drag on for a while because of ironing out specific details about technical support and payments.

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Nono Bon

Senior IT security Administrator and solution at scada.ci

The support from ArcSight Enterprise Security Manager is very good. However, we have some questions that have not been resolved.

I rate the technical support from ArcSight Enterprise Security Manager a four out of five.

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Luthfiana Hudaya

Works at NOOSC Global

There is not much in terms of support that is available for this solution. There are not many people with the competency for visualization and creating use cases.

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it_user142611

Information Security Professional at a financial services firm with 1,001-5,000 employees

Customer Service: GoodTechnical Support: Pretty good and timely. View full review »

it_user597606

Associate Manager at a tech services company with 10,001+ employees

The technical support needs improvement, as sometimes it takes time to get the actual response on the issue. It takes more than two days to reach a resolution as the support team needs a lot of basic information.

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it_user409203

Security Business Analyst at a tech services company with 10,001+ employees

The level of technical support is low. I think HP should invest money to train support people. Furthermore, sometimes I feel they are overworked because they used to sending notifications about cases without closing them.

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Vinod Shankar

Manager, Enterprise Risk Consulting at a tech company with 1,001-5,000 employees

3 out of 5.

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reviewer1370811

Head - Professional Services at a computer software company with 51-200 employees

The solution's technical support is excellent. I'm in India, however, their support is on a global scale.

HP as an organization had one toll-free number. You plug in your requirements. However, by the time it reached the team, it became difficult as everyone was routed centrally. However, once the site was taken over by Micro Focus, we are seeing some great improvements in the support.

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Hatem Metwally

Senior Security Consultant, CISSP, HPE ArcSight Specialist at a retailer with 5,001-10,000 employees

Sometimes very good and sometimes moderate.

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it_user399357

Security Response Engineer at a media company with 10,001+ employees

They don't listen when we report an event or issue. We tend to be on the bleeding edge, so we have to do our own troubleshooting and perform our own resolution of events. When we send information, they've often asked for logs. And sometimes we don't get responses at all. I often have to ask for a status update on our tickets, which oftentimes get sent to non-US support teams. They're then re-assigned back to the US and there's a lot of confusion.

Technical support has been so frustrating that we've brought in an intermediary, LiveQuest, to deal with HP support for us.

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reviewer987771

Senior Manager at a tech services company with 51-200 employees

The support from ArcSight ESM is very poor. We had a negative experience.

I rate the support from ArcSight ESM one out of five.

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reviewer1738932

Security Sales Engineer

I've used their customer service and support a couple of times. It was a good service.

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it_user587595

Dynamics Nav Expert at a tech services company with 51-200 employees

The technical support was not very good. They are slow and not very efficient. I rely on personal contacts to solve my issues.

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it_user180471

Security Expert at a tech services company with 501-1,000 employees

Right now, I would call technical support moderately good, since it has improved greatly over the past years. There are still some issues with timeliness every now and then, but the number of critical issues is quite low.

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technica402861

Senior Manager - Cyber Security at a comms service provider with 1,001-5,000 employees

System integrated support is there, but we haven't had any need to contact HP support. We will soon, though, because we don't really know how to fine tune the product.

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ShilpaSingh

Security Engineer at a tech services company with 1,001-5,000 employees

I have experience with their technical support, and I would rate them 4.5 out of 5. Whenever I have raised a ticket, I got an appropriate response. They were able to solve my problem.

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Sandeep Sehrawat

Information Technology Security Consultant at Sify Technologies

In the beginning, we got good support but it hasn't been what it used to be. On weekends we get the list of devices that are integrated but if we need to generate the lists of rights, it doesn't send the logs.

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reviewer1342554

Associate Vice President at a consumer goods company with 201-500 employees

I definitely have been in contact with technical support multiple times. They do provide device guidance. I'd say that they do work quite efficiently and our tickets are always responded to. We're pretty satisfied with their level of support.

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Velly Nusmir

Senior Manager at PT Permata Anugerah Abadi

The technical support is good. They have been able to resolve our issues.

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it_user661260

Security Consultant at a tech services company with 5,001-10,000 employees

Customer Service:

Seven out of 10. Basic questions get answered quickly. More in depth questions require more time, which can be a problem. It has improved over the last two years.

Technical Support:

Initially, the level of technical support was not so good. Once you get put through to the people in the US, you will get the better answers.

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it_user597603

Manager at a financial services firm with 1,001-5,000 employees

I have had mixed experiences over the years. Customer service was good, while the technical support was mostly great.

There were a few glitches, like assigning our trouble ticket to a support specialist in an impossible time zone.

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it_user124926

Security Expert at a tech services company

The technical support is poor.

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it_user286302

Network Security Administrator at a government with 1,001-5,000 employees

I would rate this zero, if I could. I have had many incidents opened with HPE Support for ArcSight products, and there has not been a single issue where their support was more valuable than the time it took to deal with them. In most of my experiences with them, I provided a thorough description of the problem including logs, config files, and sometimes .pcap files.

I then heard back from them roughly once or twice a day for a week, during which time they would ask questions that I had already answered, and suggest actions that couldn't possibly relate to my issue. Of course, I tried their suggestions, but they did not work. By then, I had always devised a workaround to reduce impact to production and didn't receive another suggested resolution for weeks or months.

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it_user417585

Information Security Architect at a tech services company with 51-200 employees

Customer Service:

Every product has its stability bugs, and ArcSight is not an exception, though I haven't found anything critical.

Technical Support:

I must say that tech support is getting worse and worse every year. Hard cases may "hang" for months. In simple cases, support often demonstrates a lack of deep knowledge. When ArcSight was not HP, its product support was much much better. Even first-line support could help with anything.

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it_user126642

IT Security Consultant at a tech services company with 51-200 employees

Customer Service: PoorTechnical Support: Poor View full review »

Ly Binh Lap

Network Security Engineer, Security Monitoring Center at a tech services company

ArcSight technical support is enthusiastic. They have a lot of experience and many case studies.

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ProductS9907

Product Specialist Security Solutions at a tech services company with 201-500 employees

We barely used the technical support assistance except for licensing. The times when we did use it, they were very good.

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it_user406278

EVP & Global Head - Services at a tech company with 1,001-5,000 employees

They're pretty good and responsive.

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Velly Nusmir

Senior Manager at PT Permata Anugerah Abadi

They offer 24/7 standby support wherever you are. It's very good.

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reviewer1751472

Chief Technological Officer at a tech consulting company with 51-200 employees

Their technical support is generally good. On a scale of five, I'd give them four out of five.

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Olakanmi Oluwole

Cyber threat Intelligence Manager at CyberLab Africa

We have been satisfied with the support.

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it_user468321

Chief Technology Officer (CTO) at a tech company with 501-1,000 employees

It has improved substantially over the last two years. I'm going to rate them at 3/5 because when you call in the time to remediation is long right now. I'm not going to fault any one person on that. It's a complex security tool, so calling in and trying to get that omission, crystal ball appearance is difficult. I get that. Is there room for improvement? Of course there is.

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reviewer1501149

Managing partner at a tech services company with 11-50 employees

We haven't really dealt with technical support. I wouldn't be able to speak to the quality of their services.

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it_user415854

Senior Information Security Engineer at a tech services company with 501-1,000 employees

Customer Service:

3.5*

Technical Support:

Technical support should be improved. Many times, I've raised a case but none of them solved it and it took the guys from the Protect724 forum so solve my issue. The support team simply collects the logs from end users and makes you wait, and you carry on passing the same information which is available in the Admin guide.

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it_user428250

System Engineer at a tech services company with 51-200 employees

Customer Service:

5/10

Technical Support:

5/10

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it_user256617

Sales Engineer at a tech services company with 1,001-5,000 employees

Technical support responds quickly.

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it_user126918

Information Security Consultant with 1,001-5,000 employees

Customer Service: Good.Technical Support: HP support needs to improve a lot. For solving one ticket HP support takes a lot of time and there is no proper problem management process. View full review »

it_user126648

Senior Security Analyst at a tech services company with 10,001+ employees

Good. View full review »

MuhammadJunaid3

Techniqal Lead Enterprise Solution at a tech services company with 51-200 employees

We are satisfied with technical support and most of our problems have been resolved.

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reviewer1284078

Information Security Analyst at a comms service provider with 1,001-5,000 employees

I think there is good technical skill with the technical support but their attitude and response time is not good.

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it_user730782

Delivery Consultant - Security Solutions with 1,001-5,000 employees

Eight out of 10.

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it_user285777

Solutions Architect- SIEM and Solutions with 1,001-5,000 employees

I have never used technical support much, but will give it 3/5.

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Buyer's Guide

ArcSight Enterprise Security Manager (ESM)

April 2024

Free Report: ArcSight Enterprise Security Manager (ESM) Reviews and More

Learn what your peers think about ArcSight Enterprise Security Manager (ESM). Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.

DOWNLOAD NOW

768,246 professionals have used our research since 2012.