Netsurion EventTracker Customer Service and Technical Support

JohnBandy
Chief Information Security Officer at Samford University
Their technical support is really good. We've got a dedicated service manager. For the most part, he'll respond. The only thing — and it's not a problem, but I do like to mention it — is because they are in a different time zone, it's not that they won't respond, but it depends on how severe the ticket is that I open. If it's anything much past noon or 1:00 p.m., I know because of the time difference that it's going to be the next day before they get back to me, unless it's something that's really hot. They do have 24/7 coverage, but unless it's something that's really down or a real issue, if it can wait till the next day, you won't necessarily be able to get somebody on the phone that afternoon. The great thing is, I start at 7:00 a.m. Central anyway, so there is overlap for five hours of my time and that's been sufficient. They have U.S. sales, but not necessarily U.S. support, but that's okay. It hasn't been a problem. It's not hard to escalate when necessary. If I send a second ticket or ask for some kind of update, that dedicated service manager responds pretty quickly. Most of the time, he'll actually be calling me and seeing what else they can do. They've been really great about turnaround speed and communication. EventTracker's SOC team is who I report my issues to if I want to open a ticket. It's part of the managed services but it's not the only piece of that service. View full review »
Richard Teegarden
Network Manager at a energy/utilities company with 51-200 employees
The support group is tremendous about asking me if there is anything else I want, is there anything more they can do and, and I'm left a little bit speechless. I've asked for various reports or can we have something else tracked individually. That's usually a pretty quick turnaround. Their support has been very good. We've got a great relationship. They do a great job of checking back to make sure there's nothing we're missing. I'll email their main group. I have some individual contacts and I'll reach out to them occasionally, if I need to. Typically, I try and go through their main security operations center. I get the daily email from them, and that's who I would reply back to. If I've got a request, for example, if we're shuffling around some backend databases, something we've got to move off of a backend SAN to a new SAN, I'll just reach out to them. "Hey, we're looking to do this." Response time from them is pretty quick. We have had emails back and forth within 15 to 20 minutes. They're very easy to get ahold of. Their security center might be maybe in a different time zone, but I've never had a problem, here in the Central Standard Time zone. Anytime I've reached out to them, I've always gotten a response pretty quickly. View full review »
MarkOlson
Senior Director, Information Security at a pharma/biotech company with 1,001-5,000 employees
The support team was really good. They've got a very good support organization. Everybody we worked with on the phone, as we were doing the initial setup, and even as we've done different support calls or requests for help, has done a lot of work for us, which is terrific as a company. We'll need to figure something out or we'll need help to investigate a problem. We'll put a ticket in and they'll call us right back. They'll help run queries for us, they'll run reports for us for a specific incident. They're a very responsive support team, and that's their standard tech support. It's a "wow." It's nice to see a company that does things the way they used to be done. I think it's because they feel they've got a good product. The support team is terrific. I've been doing this a long time and it's one of the better support organizations I've run across in the last 15 years. View full review »
Learn what your peers think about Netsurion EventTracker. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,794 professionals have used our research since 2012.
JeffHaidet
Director of Application Development and Architecture at South Central Power Company
The EventTracker team itself has been great. We can call them for pretty much anything related to their product. They will offer suggestions, advice, and best practices on ways to do things. It's like having another team member here at our disposal, working with their product. I believe that is their standard tech support. We're paying for the run-and-watch (SIEMphonic) so we're getting an extra set of eyes on things, but when we call in, their support is top-notch. I would give their support team a 10 out of 10. That is a given. Of all the products and vendors that we've used, I've never had a more positive experience with a support team than with EventTracker's support team. View full review »
reviewer1154436
Sr. Information Technology Security Engineer at a university with 1,001-5,000 employees
I find EventTracker support to be quite helpful. They have been quite responsive whenever I've had any issues. For the most part, they have been good to work with. There have been a couple times where there have been some issues that have taken a bit of time to try to get resolved and figured out. However, that is sort of par for the course for different products. View full review »
Geremy Farmer
Information Technology Coordinator at Magnolia Bank, Incorporated
They are very responsive. They're monitoring stuff as well, with that SIEMphonic piece. They're monitoring your logs and if there's anything you have deemed critical, they're making you aware of it, to make sure that you're aware of it. They do a really good job of following up and trying to do as much as they can to assist you in any way possible. View full review »
Bryan Caporlette
Chief Technology Officer at G&G Outfitters Inc
The technical support is very good and responsive. If I send an email to them, I always get a response within an hour. I don't generally have any emergencies happen. When we've had an emergency situation, they've also been really good to jump on and help remediate the situation. For example, we had a virus that was detected, and they were the ones that identified it early on during their review of the SIEM. They were there to help us through the remediation, getting it blocked, and blocking any exfiltration that the virus was trying to do. Afterwards, during the post-mortem and giving me documentation on what they had seen, how we'd reacted to it so that I can put together a post-mortem for the executive team, they participated in that. Overall, they have a really strong support team. View full review »
Sean Sheil
Information Technology - Business Process Analyst at a financial services firm with 51-200 employees
I've used the technical support a couple times. I've had very good results. In generating those reports, they were able to provide the methods in order to collect the information we needed to collect. View full review »
Consultib253
Consulting Engineer at a tech vendor with 10,001+ employees
Usually whenever we call the technical support, it's a big issue. I've not had any problems with them. They have been very responsive. View full review »
Learn what your peers think about Netsurion EventTracker. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,794 professionals have used our research since 2012.