OpenText Project and portfolio Management Customer Service and Support

Aphiwat Leetavorn. - PeerSpot reviewer
Manager, Director, Share Holder at Marco Technology

I rate Micro Focus support a three out of ten. The support for PPM isn't very good. We can resolve most of the common issues on our own because we have experience, but we need help with difficult cases.  

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SW
PPM SaaS Application Manager at a government with 10,001+ employees

They have really good technical support. There hasn't been a question that I've asked or posted to our technical support team that hasn't been answered or addressed in some way.

They're doing a really good job with the application overall. It can't be too rigid to the point that you can't make it work for your organization. But they also have to be able to control the changes that go into it. The vendor has been prioritizing deployment of enhancement requests that have been voted on, and the speed at which they have released them has been gotten a lot faster. It fits how fast we need to move and how fast we actually need to make changes.

They're doing a really good job of innovating and updating features in PPM. That process used to be a little slower, but now it seems that when an enhancement request is prioritized or a hotfix is needed, they're right on it. We're getting fixes fairly fast, before the month is over.

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RC
AVP at a financial services firm with 10,001+ employees

The technical support for the solution is average.

They take a lot of time in understanding an issue, even though they're the technical support team. They're supposed to be knowledgeable about the product, but when you try to explain an issue to them, half of the time they don't understand. When they do understand the issue, they don't accept it as a defect. They say that it is as-designed within the product, which is completely foolish. Even a third party would agree that it is a defect. But the technical support team will quarrel a lot and say that it is not a defect; that it has to be an enhancement. That sometimes feels stupid. And getting a fix takes quite a bit of time.

As far as upgrades are concerned, for example, I'm working on version 9.65. If I have to upgrade to version 10, I can tell you that whenever that upgrade happens I will easily be able to find out at least seven to 10 defects in the new version. It is good that they come up with new features, but I would like them to do the testing of that version a little bit more seriously.

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Buyer's Guide
OpenText Project and portfolio Management
March 2024
Learn what your peers think about OpenText Project and portfolio Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
Mahmoud NourElDin - PeerSpot reviewer
ITSM Consultant at Vodafone

We had a support case with them a long time ago and our experience with them was good.

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KL
Project and Portfolio Management Governance and Support at a financial services firm with 10,001+ employees

I rate Micro Focus support a nine out of ten. The support we receive from Micro Focus and their partner vendor has been immensely helpful. They're highly responsive, and their partner vendor has a high degree of technical expertise. They understand the product. Each time we have a change, they can perform an analysis and provide recommendations.

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Attila Mozes - PeerSpot reviewer
Managing Director at provalida GmbH

I would rate technical support services at five on a scale from one to ten.

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MM
Manager application development at a healthcare company with 10,001+ employees

I'm not thrilled. I feel like I get the runaround and I have to explain the issue five different times. First to the engineer, then the next one comes and they want to start over, so then I have to explain it again, and then they want to pass it on, then I have to explain it again. Having to do that, it's time consuming and frustrating, and I end up closing the ticket because I don't have the time for it, then my issue ends up not getting resolved.

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PS
Managing Director at a tech services company with 11-50 employees

I would rate their customer support an eight out of ten.

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it_user568059 - PeerSpot reviewer
Assistant Manager at a maritime company with 10,001+ employees

Whenever there is an issue, our team contacts technical support. Their response is positive. It is better than the average service. We get prompt responses as such; if you are at the receiving end, it's easy to convey if you have good knowledge. This is more or less a configurable tool, so rather than fixing bugs, it involves understanding and providing clarification of issues.

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it_user671394 - PeerSpot reviewer
Resource manager

We had bad experience with technical support. They don't do their best to try to help us solve the case. They tend to point away from the product to other possible problem sources. These are things you don't want to hear as a customer.

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AM
Sr. Technical Consultant at a financial services firm with 1,001-5,000 employees
Customer Service:

Pretty responsive and good

Technical Support:

Good.

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Islam Bayraktar - PeerSpot reviewer
PPM Services Director at OPTIIM

Technical support could be improved. Support is a competitive issue in the market with this tool, at least for medium sized customers. 

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it_user648759 - PeerSpot reviewer
Director Of Information Systems at a insurance company with 10,001+ employees
Customer Service:

Customer service is 3 of 5.

Technical Support:

Technical support is 3 of 5.

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Shirish C - PeerSpot reviewer
Works with 5,001-10,000 employees
CT
Senior Consultant at a tech services company with 51-200 employees

They can take to the result which is expected from them.

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JH
Board of Directors; Treasurer at a marketing services firm
Customer Service:

I would give customer service a rating of 10/10. They are excellent.

Technical Support:

I would give technical support a rating of 9/10. They are great.

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it_user704031 - PeerSpot reviewer
Managing Director Benelux at a tech services company

A seven out of 10.

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it_user677724 - PeerSpot reviewer
Project Manager / Consultant / Global presales at a tech services company with 11-50 employees

I rate support 7/10.

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it_user674328 - PeerSpot reviewer
Project Manager at a financial services firm with 10,001+ employees

Optiim supports us for technical solutions. Our customer satisfaction is extremely high, our rating is 9 out of 10.

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it_user705723 - PeerSpot reviewer
Budget Management at a tech services company with 10,001+ employees

PPM support maintenance services we have been contracted in Spain and are responding well. We are rating this service level as very good.

However, there is a poor level of technical support from the labs and 1st level technical support. This means that we are waiting for months in order to fix some non-critical issues. A couple of years ago, we had critical issues during the Chinese New Year and we had to wait several weeks for a solution.

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it_user704010 - PeerSpot reviewer
IT PMO at a financial services firm with 10,001+ employees

Optiim, our vendor, supports us for technical solutions. Thus, our customer satisfaction is extremely high. Our rating is a nine out of 10.

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it_user674352 - PeerSpot reviewer
Sales Manager at a tech services company with 11-50 employees

We are somewhat satisfied with tech support.

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it_user704016 - PeerSpot reviewer
IT Consultant

It takes longer but we always get help from the technical support.

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Buyer's Guide
OpenText Project and portfolio Management
March 2024
Learn what your peers think about OpenText Project and portfolio Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.