Whenever required, we have reached out to the technical support team. Our architecture team thoroughly evaluated Fortify along with our stakeholders. We always prioritize leveraging our existing applications from an inventory of over 340 applications, rather than opting for new ones. 

When we onboarded Fortify in 2008, we had other choices for tools and products as well, but we didn't choose them. This decision was made by the cybersecurity defense team, who are the primary users of the product. 

They were satisfied with Fortify, and we didn't require extensive support. However, whenever needed, we can rely on the support included with the license.

Micro Focus support is slow, and they should improve that.

I used technical support during the integration between Fortify and ALM, but the support staff was not adequately prepared to assist me. I identified that there is a need for development between Fortify on Demand and ALM.net. They initially said that it was working with ALM, but after reading the documentation, I discovered that it only works with Octane, not with ALM.net.

The technical support is fine, however, it would be very helpful, especially during implementation, if there was more documentation and help surrounding setup.

Customer Service:

10/10 - Christine Bobba, Gerald and the whole TAM Team were very supportive. Stuart Ward does a great job running his TAM Team focused on customer service.

Technical Support:

Jason Powell was really support from a technical perspective. He was able to quickly gather the details we needed to resolve security issues with the code or set up.

We've only contacted customer support once when we had a problem with an update. They were helpful and resolved the issue. 

Their tech support is absolutely outstanding. Their tech support is the most responsive tech support I've ever seen.

We did not need to contact support because we did not have any problems.

I have not interacted with the Fortify on Demand technical support team directly. Our own infrastructure support is the group that would deal with them. My team only communicates with our internal support.

Our experience with tech support has been good. We haven't needed support that much but whatever we needed we were able to find on their website. There were a couple of things regarding the licensing and payment that we had to get some help with. But it was quick and easy.

The support from Micro Focus Fortify on Demand is great. They have been very good to answer our questions. They have their own Fortify on Demand team and they will help you resolve your problems.

We did have some issues but we did not contact the technical support of Micro Focus.

When we sent a question about the product to their support team, we had to wait a while but they did send us a response eventually. I think that they could work on reacting faster to support questions.

I haven't reached out to HP Support so far.

They are helpful, and we have a good relationship with them. I'd rate them an eight out of ten.

The technical support of Micro Focus Fortify on Demand is very good.

I am satisfied with the technical support.

Most of what I've been doing with them is just getting help with being able to set up an environment and the license keys, and they've been pretty helpful. I haven't had many issues that required me to report a bug or a problem. I did deal with them maybe once for a tech problem, and they were very responsive. They seemed pretty good.

I have not been in touch with technical support from the vendor.

Our technical support team is comprised of three people. Two of them help to demonstrate the product and instruct people on how it works. The other one is connected to the development team and can help with troubleshooting issues.

Technical support is very good. I've never had an issue that we couldn't resolve. If we have a scan running and we need it to finish sooner, they will allocate extra resources to it if we identify. We've had very good results with their tech support.

Excellent – from the PoC through setup and implementation; we received timely and knowledgeable support whenever we need it.

Good

Good

Whenever we have any issues, Micro Focus support has been helpful. They have lots of products, and they're established in the market. When you open a ticket, you get an immediate response by phone.

Technical support is 6/10. I find the Internet to be more helpful at times than their own tech support in finding answers.

My experience with technical support has been very good.

Customer service is excellent.

The technical support is very good.

I haven't contacted their support, but I know that a team was in touch with Fortify technical support because they do get to have a lot of questions about migrating the software, licensing, and other stuff. They contact the support quite often. I know that they get responses, not always the ones they would like, but they do get a response from them.

Customer service has been good once we get attention, which comes back to the false positive issue.

Sometimes the results need clarifications. They could be a bit more responsive as once we get someone the interactions have been good and helpful.

Their support is good, but sometimes, they take a bit longer. For high severity incidents, they should properly identify the team that has to be engaged to solve an issue. I would rate them an eight out of ten.

The technical support is just not there. We have open tickets. They don't respond. Even if they respond, we don't see eye to eye. As the company got sold and bought, the support got worse.

Technical support is very good.

Technical support is okay. They have a platform that you can create tickets on. Once you raise a ticket, support is quick to help you. 

If they wanted to improve technical support they could offer meetings with the developer or security team.

Tech support has been a great help. They always respond to us in a timely manner.

Whenever we contact support, they assist us in running our scans.

Technical support is very good. We had a few issues in the initial setup and the HPE team’s support was commendable.

Technical support isn't top-notch, but it's not bad. It's just average. They take a while to resolve issues.

The technical support is actually a problem that needs to be addressed. Since the acquisition and merger with Hewlett Packard, it has been really hard to know who the technical or salesperson to talk to. Micro Focus has a whole lot of solutions that are of value in our region, but it seems that they are not doing a proper job of coordination of knowledge. There is a huge knowledge gap from the Micro Focus team in the way they support businesses. We were hoping that the transition was the thing that affected the lack of better support. But by now we should be able to point to who the person is that is in charge and the person to talk to when it comes to the various products. I really don't know anybody in charge of the technical team to help us properly with issues.  

We had a good tech support experience.

Till now, we have not raised any tickets. If we are stuck with something, we just google and find out. We use their documentation, which is good enough. That's why we didn't raise any technical queries or things like that.

The support is good. Their support is in the Netherlands, sometimes it takes some time for the time zone difference between Latin America and the Netherlands but overall the support is good.

Their customer support is very good. I sometimes need it, and I get the answer quickly. They are very helpful.

I have not yet contacted customer service or technical support.

Technical support for this solution is fine.

It's good, but could be better to align with other main vendors, such as IBM.