We've never had official contact with customer service. I do have unofficial contact with them but that's because they're friends.

I've never needed professional technical support and the community support is excellent.

I would rate their tech support as an eight out of ten. They used to have local support in Brazil, but now calls are directed to a call center in Costa Rica, which can sometimes cause delays in response times due to serving multiple countries in South and Central America.

Technical support is average. When it's come to complex issues, it takes longer than expected to solve.

The main issue is the response time. Cases can drag on for months without immediate feedback or guidance, it is not uncommon for cases to remain open for over six months.

The technical support team is not very knowledgeable about the product.

I haven't dealt with it, but I would like to have a channel. 

I have not used the support from NetIQ Identity Manager.

Very poor. We ended up having to contract for support from two other service providers since NetIQ’s support was so poor.

Technical support was good. I had to use them a few times and they were very knowledgeable and they were quick. I always had a quick turn around from support.

7/10.

9/10.

The technical support has been good.

Technical support is very good, but in my country the ecosystem of consultants is scarce. In Argentina, in addition to Micro Focus (previously Novell), there are only two or three partners whose focus is IDM. But the few that are there, they possess very good technical level, generally ex-Novell.

9/10.

8/10.

Not too bad.

OK. Not up to par with bigger vendors like MS and Cisco.

Never had a need to call customer service.

It was a pretty similar standard to what you would get somewhere else.