One Identity Manager Customer Service and Technical Support

User at a tech services company with 201-500 employees
The support team could be improved on. The first level of support essentially looks up knowledge base articles and often can't provide the answer needed. This could be skewed because any issue we couldn't solve with our implementation partner was certainly not a level 1 issue. However, even with One Identity knowing that we would have to deal with bad level 1 before we could get someone who could actually help on the line. However, to give a positive side, any time there was an emergency they were very quick to get the right resources on the issue, even when it meant waking people up in the middle of the night. View full review »
Massimiliano Ferrazzi
Senior Manager Global IT Operations at a healthcare company with 1,001-5,000 employees
We are working with a One Identity partner. This is really important. One of the most important things to do when going with One Identity is to choose a partner wisely. We are currently working with a partner and we're still evaluating that. It needs to be assessed a little bit better and to ensure that they can support us. It has nothing to do with One Identity support itself. The important thing is ensuring that the partner is able to support requests. That's what we are currently assessing and evaluating. We are working with IPG because our headquarters are based in Germany. We have a history with them. We are currently ensuring that they are capable of providing the support that we require, and especially provide us the agility and flexibility we need. The partner is important because the implementation of the systems and the configuration of the systems are done by the partner. It is key for One Identity to ensure that the partners can do the work properly. View full review »
Tobias Stehle
Product Owner at DmTech Gmbh
Sometimes, it's really good and fast. Sometimes, you make a service request and don't get an answer. Sometimes, you have to use management to get support for a really urgent problem. So that's not always good. Overall, its pretty good, but when you work with the product, you find bugs, and normally, they're fixed. Sometimes, we don't get a response that we want, and it's frustrating. I also see peak times, where it is pretty slow, then the support is really good and pretty fast. View full review »
Find out what your peers are saying about One Identity, SailPoint, Oracle and others in Identity Management (IM). Updated: March 2020.
407,845 professionals have used our research since 2012.
Systems Specialist at a financial services firm with 1,001-5,000 employees
We speak to our consultants. They are our technical support. View full review »
Systems Specialist at a financial services firm with 1,001-5,000 employees
We have only used technical support through our partner/consultant company. We haven't been in direct contact with One Identity. Everything has been okay. View full review »
Umit Yilmaz
Owner at UY IAM Consultancy
With the technical support, I create a case, then within a few hours I receive a reply. So, I'm very pleased with the technical support. However, some features aren't supported. It is based on your own risk, which I can accept, but I would be happier if they would provide me some additional information about them anyway, e.g., deleting tables or columns. View full review »
VP at a healthcare company with 10,001+ employees
The technical support lacks the knowledge on custom deployments. They have good knowledge on the base product, but they lack the knowledge on the custom deployments. Their attitude is a bit strange. Quite often, we have to prove that there is a problem with the product rather than having them prove that there is not a problem with the product. View full review »
Patricia Lara
Supervisor at Hartmann AG
We used a partner. So, we don't use the support service directly from One Identity. All the support that we need is done through our partner. View full review »
IT Business Process Specialist at a Consumer Goods with 5,001-10,000 employees
The technical support is non-existent. It is not worth talking about. View full review »
Product Manager at a non-tech company with 10,001+ employees
We are paying for premium support, which is expensive. However, we do receive very good, fast support. View full review »
Deepu Chandran
Identity Access Management Specialist at GSL Consulting Gmbh
Technical support depends on the level. Level-one is not as knowledgeable as level-two. But, overall, their level of knowledge is good. View full review »
Techinal Support Analyst at a financial services firm with 1,001-5,000 employees
To this point, we have not had to reach out to the solution's technical support. View full review »
Kars Wittens
Service Owner at Rabobank
Technical support is good. View full review »
Marta Dern
Analyst at Grifols
We have opened a couple of cases and we've had a really good response from the team. Initially, we contacted Professional Services a couple of times, and their answers were pretty good. View full review »
Miska Siirto
Lead Solution Architect at Tieto Sweden AB
I've been happy with the technical support. When I previously worked in another company implementing One Identity Manager, I was pretty happy with support. View full review »
Pascal Stockmann
Consultant at igf-logic GmbH
The technical support is pretty good because we can reach the right person directly. We also get escalated quickly, if necessary, to the development team. So far, it has been a good experience. There is a good support team if you have issues. There is a really nice path to get in touch with them. View full review »
Solution Designer at a pharma/biotech company with 10,001+ employees
We have not been much in touch with their technical support, which is a good sign for the product, since it mostly working. View full review »
Senior System Administrator at a manufacturing company with 10,001+ employees
Technical support is usually great. View full review »
Tadej Grebensek
IT Engineer at Gorenje
I haven't had much contact with the solution's tech support. My partner contacts them. View full review »
Samuel Paul
Project Owner at Adeo
We have the premium support and are very satisfied. They are always answer our questions very quickly. For the moment, we are very satisfied, but I think it's because we are paying for the premium support. View full review »
Michael Botek
CEO at IT Design Software Projects and Consulting
With technical support, it is always an issue to get the right person. They do have good technical people in support, but it is sometimes not so easy to get them. View full review »
Principal Consultant at a tech services company with 1,001-5,000 employees
The German technical support is great. We are a German partner, and we find them knowledgeable and fast, as they do their thing. View full review »
Lead Technology Manager at a financial services firm with 1,001-5,000 employees
The technical support is acceptable. We get responses when we raise queries, but maybe not as fast as we'd like. View full review »
Samo Srebernjak
Head of User Support at Gorenje
I have only had one experience with the technical support, and it was okay. View full review »
Product Specialist at a retailer with 10,001+ employees
I haven't used the technical support yet. View full review »
Find out what your peers are saying about One Identity, SailPoint, Oracle and others in Identity Management (IM). Updated: March 2020.
407,845 professionals have used our research since 2012.