The customer service and support seem to be good. 

There are some delays with response and escalation.

OpenText Extended ECM's technical support is pretty good most of the time. The hardest part with the support is finding the right resource to answer a specific question.

I have not contacted their technical support. We use managed services. It is not on-prem for us. It is managed. I contact our support, and they contact OpenText's support.

The solution's technical support team lacks the expertise to resolve the issues, and their response time is not fast enough.

My colleagues can answer this better, but it depends on how you ask the question and whether you get the right person to assist you who knows that area. The first couple of times, the experience was different because they did not quite understand the question or that area, but over the years, we understand the structure a little bit better. It is a matter of asking the right question and then finding the right person who can help us. There are some challenges here and there, and overall, I would rate their support a seven out of ten.

I'm not so happy with the support team. We always get tier-one support. It's just a waste of time. Tier-one support provides no advice other than collecting the issue details, screenshots, or gathering logs. Then, they start reviewing the issue. It can take a week before someone can actually start digging into my issue details. That's been the case for a while.

I hope OpenText can do better in this area. If we have an urgent issue, unless we escalate, we won't get someone with the right expertise to get into that issue immediately. I wouldn't give any good ratings for tier-one support. OpenText has really good people that I worked with over the years on different applications. There's always a specialized and dedicated person who knows what to do and can resolve the issue. However, it takes time to get to that person.

The solution's support is good most of the time. The hardest part is finding the right resource to answer the question. 

I have had both very good and very bad experiences with it. It sometimes depends on the product. I have sometimes struggled with support and getting answers in a timely fashion. I am also not a huge fan of the change in platforms. I am getting used to it a little bit, but it still leaves something to be desired from the old support platform. 

Overall, I would rate their support a five out of ten. Specifically for AppWorks, I would rate them one or two. I have had a tough time with support with that one. The support for the Content Server and other things around that has generally been much better, and I would rate them a seven out of ten. 

We have been working with some vendors. A part of the reason why we have been working with vendors is that we did have some challenges with their solution group, which is like a part of their tech support team. We did have challenges getting good responses from them. They have gotten better by going through an intermediary vendor that is experienced and can already answer a lot of the issues that we have been having. Based on my second-hand knowledge, I would rate them a seven out of ten.

Sometimes it takes a while, but things do get resolved. I would rate them a seven out of ten.

We contact the support to resolve documentation challenges. The tool's support is good. 

For support, when we open a ticket, we get assigned logs. We need to wait a week or two for a response.

High. When contacting OpenText support we always get an answer within a few hours. The technical support is also very knowledgeable on most of their products, and provides frequent updates when working on a ticket.

The technical support was okay. 

We haven't had many issues and everything was resolved through our service agreement.

We have not contacted technical support.

7 out of 10.