Their support is very good and fast. As compared to some of the other companies, it is very good and fast. I would rate their support a nine out of ten.

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The customer service and support are very good and responsive. 

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Technical support isn't the best. It depends on who you get. Every company has different levels of technical support. They have level one, level two, level three, and then the AR and D after that. If you're dealing with a simple question, maybe the level one or level two folks can handle it. However, if you have something that's really technical, you need to get to level three, and sometimes it takes a little more of a push to get that type of case elevated to the right person.

They have customer success managers or customer engagement managers that help customers do that - if you are paying for that level of support. It is the staff that can help move things along where improvement is needed. 

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My customers have turned to Micro Focus' technical support, but they have mostly not been able to solve the problems. When the case has to do with the setup, the technical support has been useless. So, I would give them a three out of ten.

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Technical support is very good. We have a dedicated POC for Micro Focus. Although we have to follow the process of submitting tickets and waiting for a response, if it's a P zero issue, then we can directly connect with the technical person who has been allocated to us.

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We haven't used their support much because we are better than them in some circumstances. When we have contacted them, it's to ask why a feature has been removed or something has been changed. That's when we have needed support.

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I would rate it six out of ten.

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The customer service and support are good.

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While OpenText provides excellent customer support for partners, the lack of a phone support option limits the ways we can interact with them. The only methods of communication are through their portal or via email. If phone support were available, the overall support experience would be flawless. Sometimes, the issues we encounter are complex and challenging to resolve through text alone. Having access to 24/7 phone support would be immensely beneficial, allowing us to connect directly with representatives to discuss these matters effectively.

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LoadRunner Professional's technical support is really good - they respond promptly and give super support. They also have a nice, robust knowledge bank, so if there are any issues, you can usually find help on the support site or via the community.

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The technical support is very good. 

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The technical support for LoadRunner is generally responsive and helpful. I would rate them as a seven out of ten. While they address issues promptly, there is room for improvement when it involves collaboration with other technical support teams, which can sometimes extend resolution times.

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I would technical support at eight out of ten.

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I have not interacted with technical support.

This is my company that purchases the tool, and once an issue arrives, we will contact them and they will connect with technical support.

The contact is with our IT department.

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I would rate the technical support a one out of five.

The technical support is very bad.

They are not providing any technical support, even though we have a support license. They have only hired people with zero knowledge.

They are completely unresponsive.

If I run into any problems or have any issues, I will resolve them only by myself. I will not rely on any technical support. If I raise a support ticket, they will actually require my setting for more than a month or two to solve a very simple problem.

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Tech support is very responsive and knowledgeable

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There are issues from time to time that we need help with. There have been specific problems that we reached out to the vendor about, and they have mostly been resolved on time.

I am satisfied with the support.

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Customer support is available online and it's good enough for solving the general problems that pop up. 

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Their tech support is pretty good. They try to document things and they are organized. I would say I've had good experience with them. 

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We use tech support, but not quite often, just when we really run into some problems. We have a really strong internal team, which so a majority of the issues are internally solved. We are either experimenting or knowledge base in everything. We do reach out to tech support, but it's very rarely done (rare cases).

Service depends upon the issue we face. Sometimes we go off on a tangent. It's an exception, but we go down the wrong path. Then, it's a long winding road to the actual resolution. In many cases, if it's a common issue and it's fairly quick, we get pretty good support. I've actually seen both.

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Support is very good. I rate the technical support around eight or nine out of ten.

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On a scale of one to ten, where one is low, and ten is high-quality technical support, I rate the support a one.

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For the Micro Focus LoadRunner Professional is not possible for them to provide us with a resolution because there is a bottleneck from the solution side, but they are proactive.

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It's on and off at times, depends on what tech guy you are working with. Some of them I find very technical strong and they were able to help, but it has to go through some processes. You have a basic layer and if it's not resolvable there, it goes to the next level so it has a process, which may take some time.

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Technical support for LoadRunner is quite good. I would rate them an eight out of ten.

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As we have just begun using it, we have note let had to contact support.

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Not directly through HPE. We go through HPE's vendor partner, which is Checkpoint Technologies, and they provide excellent technical support.

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Customer Service:

Average, to occasionally good, but no better.

Technical Support:

HP LoadRunner technical support is adequate, with implementation issues and functional problems that may arise. However, it doesn’t include scripting support, but there is a wealth of information on numerous public forums regarding LoadRunner to assist most technical issues which helps.

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We found the support to be good. Whenever there is an issue with anything, within 24-hours we get an answer. If we want someone from their team to look into an issue, they will log it, analyze it and get back to us.

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It's good but we need to manage exactly what we need from them. Sometimes on the business side it's not clear enough. When it's not clear we don't have the results we need. The next time we need to make sure to correctly define our needs and involve them in that way.

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When I had contacted technical support they very helpful.

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The technical support is not as great as we expected them to be. The one or two times we have connected with them, they referred us to a model. They often say they will get back to us instead of helping us immediately. It's not very good.

The last issue we had was related to some specific application. The tool was not able to identify the objects on the screen. We had questions, as they used some technology tool provider, and said they were testing at that time, and had mixed the technology on that screen, on the GUI. Loadrunner was not able to recognize it. They said they would come back to us, but we have not seen any answer from them since then. That was around a year back. We've had many questions since then as well.

In the end, we had to solve it internally, but there is no solution from the tool company. Maybe in the next release it will be resolved.

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Most of my experience is in the early days of Mercury, they were brilliant. They were really good and helped resolve issues. I have not been using them recently.  

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We are not actually concerned with the technical support of the LoadRunner. We get support for the LoadRunner through the internet.

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The technical support is good. Whenever we had a problem, they solved it. 

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Premium support is great, but before that when we just had general support, it was not all that great. We had issues with trying to get support to call us back on tickets and turnaround time on resolution.

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Customer Service:

Customer support is good, and the turnaround time for requests is very fast. Also, they have created a forum where experts will help you without creating a ticket.

Technical Support:

8/10

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Customer Service:

I don't have recent experience with HPE customer service.

Technical Support:

I don't have recent experience with HPE tech support.

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I don't remember the last time we reached out to tech support.

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Customer Service: 7 out of 10Technical Support: 5 out of 10 View full review »

They're very good. We have issues, we contact them, and they help us solve the issues.

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Customer Service:

I'd say that customer service is not good.

Technical Support:

Technical support is also not good.

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Very rarely have I actually wondered how to use tech support because most of the bugs, most of the issues have been resolved by ourselves, through online browsing and materials. I've not really chatted with the LoadRunner tech support.

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We've used technical support quite a lot but not so much lately because it's something we're very familiar with, so we tend to manage it. But when we've used it we've been happy with it.

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Customer Service: I'd rate the customer service 3.5 out of 5.Technical Support: The technical support was a 3 out of 5. View full review »

OpenText LoadRunner Professional's technical support is good. However, I do not contact them often.

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Technical support is challenging. We have premier support for ALM and Performance Center, and we usually get inexperienced engineers when we contact tech support. They always ask for log files. We've been using HP tools for over 10 years and we can fix most problems ourselves. But, if we can't, we have to contact R&D, but that's too long a wait for us to get resolution of our issues.

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We have been in touch with technical support but not very often. They were helpful when we did contact them.

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We get really good support from the support team.

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Quite good, though sometimes it depends on who you’re dealing with. Sometimes you have bad luck and get a guy who doesn't know much about it, is new, or is in training, but most of the time technical support is fine.

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HPE provides excellent technical support. The process is lengthy and time- consuming, but the quality is excellent.

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We have used the tech support. There are multiple levels of it. Most of our tickets get resolved at the very first layer. Very rarely do we have to escalate the tickets to the R&D, but that hasn't been very often. The product has been working well.

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The technical support of Micro Focus LoadRunner Professional could improve. I had an issue with the licensing and their response time is slow. They can improve on this in the future.

I would rate the technical support of Micro Focus LoadRunner Professional a three out of five.

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Technical support has been good so far.

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Customer Service:

Excellent

Technical Support:

Good.

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Technical support is fine.

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Customer Service: The Customer Service is good, the sales guys are not overly aggressive to sell, as the product does sell itself.Technical Support: The Technical Support is OK. It’s not as good as the Pre-HP acquisition days at Mercury. View full review »

I have not used technical support in the past two years. Previously, it was too thick and too heavy to deal with them. They asked a lot of questions without providing solutions.

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Customer Service:

4/5

Technical Support:

4/5

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Customer Service: Very poorTechnical Support: Strictly ok View full review »