It all depends on who you end up with. Each company has different levels of technical support. They have levels one, two, and three, followed by the RND. If you have a basic question, perhaps the level one or level two personnel can handle it. But, if you have anything really technical, you must go to level three, and sometimes it takes a little more push to have that sort of case elevated to the appropriate individual.

It isn't, and they have individuals that will allow you. They have customer success managers, customer engagement managers, or whatever you want to call it who help customers to achieve this. If you are a paying customer for support, they have staff like that who can help move things ahead. Yet, it is one area where there may be some slight improvement.

They are very good. I am supporting multiple tools. Support-wise, they are very good. In HP days, it was not great, but with Micro Focus and now OpenText, the support is better.

We reach out to them when we face any issues. Because it is cloud-hosted, we reach out to them and open a ticket if we are trying to start the load, but we are not seeing any screen or have any other issue. Within SLA, they reach out to us. If it is a new feature request, they reach out to us. We also have monthly calls with their customer success manager. They keep us up to date and give us all the information about the new things that are coming. They also send notifications beforehand when they have any maintenance scheduled. The communication and support have been good.

I would rate their support a nine out of ten. I am taking one point off because sometimes, it can take a few cycles to explain the issue to the support, but that is applicable to any tool. Overall, I am satisfied with their support.

Our OpenText Account Manager coordinates with their technical support to ensure tickets are routed and resolved efficiently.

We have not dealt with them so much yet. The support for Silk Performer was excellent. We had excellent resources and support. I would rate them a ten out of ten, but on the LoadRunner side, I am undecided. Time will tell.

The product’s technical support team’s response time could be better.

I got a solution from the support team every time I had queries.

OpenText's technical support is generally responsive and helpful. They address issues effectively, although specific or niche protocol requirements might take longer to resolve due to prioritization. Overall, I would rate their support an eight out of ten.

We don't call customer support but we do online requests. We have put in service requests. They're helpful and the replies are quick and valuable. It helps us out.

At this time, Micro Focus is handling the support, which is kind of messy compared to going directly to HP. There is no single point of contact between sales and support.

Sometimes, if you open a ticket with technical support then we might be waiting for a week. It is not always this way, but in general, it is not what we would expect.

Technical support has been good. We find them to be quite helpful and responsive. 

I have used OpenText technical support a couple of times and they have been very supportive. They're good.

LoadRunner is a very old product in this industry. It was a little difficult to get to the right support team. Now there's a professional service group that is better than they were before. 

If scaling becomes a problem, then we have to involve the support, the right kind of support to actually fine-tune and troubleshoot the entire configuration. But with the cloud version, that risk is minimized. It has adequate storage available.

I'm not a big fan of the tech support to be frank. SaaS tech support (HPE tech support or Micro Focus), there's a gap between the people who access our tickets and the people who know the product. So, there is always a blind exchange of information within Micro Focus and most of the time get frustrated with the kind of ticket updates we get. What happens is the person handling the ticket might not be an expert in the product so we end up redoing everything. Communicating everything about our setup and infrastructure and the customer engagement for each ticket. Therefore, we started involving our technical correspondent with Micro Focus, but we're told that it's a pretty messy situation over there.

The solution's technical support has been good.

I have used the support. We were one of the first users for Beta, so we have a relationship with the developers, so we tend to just go right to them when we have questions or problems.

They've been great. A lot of the times, it's not really a problem with StormRunner, it's just our understanding of what it's supposed to do, so they are very great about explaining the reasoning and what will be coming in the future. If we don't think that's really what we want, they'll explain how it's in the roadmap and how it's going to be made better.

5/5.

The support provided to us very good which helped us to evaluate the solution for our context.

It was great, there was an issue and I worked with Kim from HP who was great.

It was great.

I have not used technical support recently. HPE support is always prompt to solve the issues. That is the main thing I appreciate regarding support.

Good

The level of customer service / technical support is satisfactory, with a few times good.

For example, when trying to learn the monitoring feature of StormRunner, I requested access to the Web Tours application that is installed on the server so I could explore that feature in depth. However, access was denied (monitoring-only access was provided). My question was: When both the application and the tool belong to HPE, why was access denied?

Quite responsive.

8/10.

8/10 - their team was very proactive in resolving the issues and provided hotfixes to support us running performance tests whenever required.

We didn't use it that much. It was a demo session set up especially for us.

We've gone through the standard customer support and it’s been good. It's not quite to the level that an R&D would be, because they really get really under the covers to fix things.

It's not something we've really had to worry about - we were able to crack it open and begin.

The help files on the web are good and the video links/ guides are good.

Customer Service is immaculate.

Tech Support is immaculate.

Since this is a new solution, they need to improve the support. They also have some lack of expertise. We understand that.

This vendor, Micro Focus, is not very good at technical support.

It's very good. We also have support from our partner, Micro Focus, so it's basically good on that.

Customer service was an 8/10.

Technical support 9/10.

Technical support is something we're not so happy with.

Excellent customer service.

Excellent technical support.