Perfecto Customer Service and Support

Roland Castelino - PeerSpot reviewer
QA Lead at BMO Financial

The customer support has improved over the past two years. They have probably remodeled their customer service, changed something, or added more resources. Now, it is easier for us to pinpoint an issue, explain it, and then get resolution for it. 

I would rate the support team as 10 out of 10.

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Glenford John - PeerSpot reviewer
Product Manager, Device Integration at a comms service provider with 10,001+ employees

Technical support is amazing. They have 24/7 support. I was amazed that we could have support that doesn't involve calling someone, unless we need to use Webex so someone can walk us through something that broke on the server.

I would rate technical support as eight out of ten.

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AG
Project Manager at a financial services firm with 10,001+ employees

The technical support has been very helpful. Whenever we raise a ticket from the support website portal, they reach out to us within a couple of hours. That's pretty fast for a turnaround. We don't have to revisit and ask for follow-up.

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Buyer's Guide
Perfecto
March 2024
Learn what your peers think about Perfecto. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Bharat Malik - PeerSpot reviewer
Senior Automation Engineer at RBC

The Perfecto technical support is good. We have had to raise multiple tickets for some of the issues that we've faced. They have a decent turnaround time when they provide solutions. Sometimes, they were not able to provide a solution, but the response time was decent.

I would rate the technical support an eight out of ten.

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MB
Manager and Platform Lead, Canadian Digital Banking at BMO

They're quite responsive and they do reach out for more information, which is good. Lately they've been coming back with fixes, which I really enjoy. When a company can say, "Hey, it's on us. We're going to fix it," and they come back and they fix it, that really helps. We're in the midst of making sure those fixes are valid and that things are working. I appreciate that they flag those things as something important and try to fix them.

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Kristina Bogojevska - PeerSpot reviewer
Product Manager at a manufacturing company with 10,001+ employees

Their support is amazing. We have a technical consultant from Perfecto with whom we work. Whenever we need help with troubleshooting, he's very responsive over email. He is also very responsive in terms of scheduling a working session with the engineering team. It is easier to troubleshoot that way. Their customer support is great. I would rate them a ten out of ten.

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RG
Director, QE Automation & Analytics at a financial services firm with 10,001+ employees

The technical support is good. Our service-level agreement states that if we open a ticket, it has to be resolved within a certain number of days. This depends on the criticality or the gravity of the defect. There is a proper process in place for that.

I don't think that the support has slipped on their deliverables, so I would rate it a nine and a half out of ten.

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Rodrigo Candido Costa - PeerSpot reviewer
Software Quality and Automation Specialist at PRIME CONTROL

I rate Perfecto support a ten out of ten. They've done more than one call with my team and helped the people here until the problem was solved. After the issue was addressed, they followed up with us about the process to see if the automation was stable. 

They are always available for calls and provide guidance when we implement client services. We work as consultants here, so we use it in various contexts and many different lines of business. I had an issue two months ago when I was trying to set up the Ruby automation to interact with Perfecto, and it had some bug that interrupted the automation to work. They did a small diagnosis and solved the problem in a couple of hours.

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AndyBrown - PeerSpot reviewer
Systems Engineer at a financial services firm with 10,001+ employees

Perfecto's support goes above and beyond, with its automation support. We have biweekly meetings with some of Perfecto's support staff and they help us with automation issues. If there is some problem that Perfecto can help with, they are there. Their support is excellent. They're very friendly and great to work with.

From time to time, we may find a URL that needs to be whitelisted or allowed with Perfecto. The support team has been great as far as making sure that IPs are allowed, and that things are up on the Perfecto side for any integration.

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VR
Manager at a insurance company with 1,001-5,000 employees

So far, so good. We haven't created an official service ticket yet, but the inquiry and the follow-up seem to be good. 

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reviewer1963857 - PeerSpot reviewer
Head of Quality at a comms service provider with 1,001-5,000 employees

The support that we are getting is really valuable. The technical support is top-notch. There is a dedicated person who takes care of us. We reach out to him, then he reaches out to his team. I would rate the support as seven or eight out of 10.

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Sameer Bakshi - PeerSpot reviewer
Test Specialist at IBM

Their technical support is very good. They immediately respond to our queries and try to resolve them in the best way possible. Obviously, there are times when they need more information from us, but when they have the full information, it's quite fast.

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Govindaraj Ponnusamy - PeerSpot reviewer
Automation Architect at a tech consulting company with 10,001+ employees

Whenever we have a doubt about mobile device testing, we just go to the Perfecto site and what we need will be there. For example, we were facing some issues when scrolling down. So, we went to the Perfecto site and found that particular solution.

You just need to create a ticket for Perfecto, and most things will be immediately addressed. Complex solutions are also available on the Perfecto website.

I would rate the support team as eight out of 10.

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FA
Automation Tester at IGM Financial

The technical support gets back to us within a few days. I have not used it that much and I don't have complaints, nor have I heard complaints. My team lead is the one who uses the technical support more often, and he's quite happy with it.

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KC
IT Quality Control at a insurance company with 10,001+ employees

I commend their tech support. Their support is very efficient, very helpful, and very personalized. They just go above and beyond. I never had any complaints about their tech support. I am definitely satisfied with their support.

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FZ
Associate Software Engineer at a financial services firm with 10,001+ employees

We get pretty good response times and I have someone I can contact very quickly if I have a problem.

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PY
automation tester at a computer software company with 10,001+ employees

Whenever we have an issue we raise a ticket and it is resolved pretty fast. The technical support is great and it's quicker now than when I first used it. The follow-up is also great.

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PM
Automation Consultant at a consultancy with 10,001+ employees

I work closely with my Perfecto vendor and he is very supportive. Every time there is a new update he will share it with us and get our feedback to help enhance the tool.  They help update the core into the Quantum framework. We have had some key, latest, knowledge-sharing sessions with their team regarding these new updates.

We also have the Perfecto support portal, where we'll raise incident tickets. If, for example, a device is not working, it's not connecting, or a tool is not supporting what we're doing, we will raise a defect ticket. We can indicate the severity and wait for updates from the Perfecto customer solution team.

In terms of objects, we had some challenges initially and we told our point of contact about them. They updated the solution as a result. Also, sometimes we were not able to access iOS devices. Every time we wanted to go to iOS devices, we had to trust the app, otherwise the lab would not be launched. And we had some challenges accessing the iOS app from the Quantum framework. We worked with the Perfecto team and we got solutions to those issues.

That process is ongoing. We ask them about whatever ideas we have for them to improve. One of the ideas I asked about is because there are a lot of things we need to export into ALM Test Lab. It would be great if Perforce could create a plugin that could be added to the Perfecto portal so that we could just provide the ALM URL domain name and password to connect it to Perfecto. Right now, we need to write code to integrate it with ALM and export the results once the execution is done. An integration with Jira would also help.

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VG
Regional Head Customer Experience at a financial services firm with 10,001+ employees

We have had contact with technical support and they are good. We have no issues with them.

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JR
Prin IT Bus Systems Analyst at a healthcare company with 10,001+ employees

I have not interacted directly with their technical support. We have a team that deals with them.

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AZ
Responsible for Test Management at a tech services company with 10,001+ employees

The current version of the solution is very stable, so we've never had to contact technical support.

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it_user510336 - PeerSpot reviewer
Associate - Projects at a tech services company with 10,001+ employees
Customer Service:

Customer service is 100%.

Technical Support:

Technical support is 100%.

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it_user173214 - PeerSpot reviewer
Test Lead at a tech services company with 10,001+ employees
Customer Service:

It's been 100%.

Technical Support:

It's been 100%.

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Buyer's Guide
Perfecto
March 2024
Learn what your peers think about Perfecto. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.