We hadn't had any contact with technical support in the past. I cannot judge their level of helpfulness.

As we opted for an OEM solution. We had to go through the vendor. It was not a great experience with most of the tickets.

We need more installations and deployments to share our customers' reviews for "Pentaho Data Integration and Analytics".

Pentaho has a good community support - forums.pentaho.com and there are a lot of other forums.

We haven't used tech support, but the forums are an excellent source of help.

I have not had to use the customer service.

I have not had to use technical support.

My company has been served only be the Brazilian Pentaho's representative, which are knockout good guys and gals, which deliver it at any cost! They have even brought in Pentaho technicians from USA to assess some of our issues. Only kudos to them. I cannot opine on US or Europe support, but I have no reason to think less of them.

Technical support is a mixed issue with Pentaho. As previously stated, it is a young product, from a young company. The technical support by the means of instructions manuals, fora, Wikis and the like is quite good. However, the fast growing has left some breaches along the documentation body.

For instance, I needed to find how to enable certain feature on reporting designing. I was not able to find it in the official help guides, but there was the project leader blog where I found a post talking about it. With the correct terming I was able to look for it in the International Forum, where lying there was the answer I was in need of. So, overall it is good, but it is still in the road for a complete and centralized, well managed, gapless documentation body.

Pentaho has stellar support services with extremely intelligent Pentaho and Hitachi consultants all over the world. Those support services and documentation are made available to Enterprise clients that have purchased the Enterprise Edition and have access to the support portal.

Since Pentaho Business Analytics is open-source, it has a very helpful community.

My company has a procedure to evaluate all of our suppliers and we have questions about promptness, level of expertise, pre-sale and post-sale, effectiveness and efficiency.

7 out of 10

I've never had to use it, but they do have a strong online community.

Technical support is good.

5/10

9/10

Really, I don't know about the support of Pentaho EE. As for the support of Pentaho CE, it is bad. Fortunately, I am highly experienced and use it very little.

The open source strategy of Pentaho has resulted in a very active community which provided us all the support we need. Compared to other big vendors my personal experience is that response times are a lot shorter.

Being a community user, most of the time we depend on forums and the kind of response we got for tricky questions was just amazing.

Customer Service:

3 (out of 5 scale)

Technical Support:

3 (out of 5 scale)

Open community, you can find good responses at a high level for the free edition. I have not used the commercial version which includes support.

I've never had to use technical support.

7/10

7/10

A 3/5. The support is prompt and timely. But there have been some technical limitations sometimes.

3/5.

9 out of 10.

7 out of 10.

I use the CE without support.

I use the CE without support.

This is an open source application and gets the full support of the community.

Good.

Less than average.

For most of the time, I usually use Pentaho forums and the response from the Pentaho community is very good.

7/10

7/10

7/10

7/10