We've used Tricentis technical support quite often. The way I understand it, they have tier-one, tier-two, and tier-three. Their development people are probably their third level.

They answer quickly, but sometimes they ask questions that I cannot answer because it's part of their tool. Last week I finally told them, "Just go out and look at our system. Follow my instructions and just go out and look. You have it. It's your cloud."

Whenever my team reaches out to the Tricentis qTest support team, the response time isn't as fast. It's the area to improve on in terms of support.

My rating for the Tricentis qTest technical support is six out of ten.

I speak very highly of the company, especially the QASymphony folks who were merged into Tricentis. There was some merger pain in terms of availability. We found that our calls were cycling. But they recognized that pretty quickly and definitely helped us get on the right path. 

When we were doing the upgrade, we were able to get slots scheduled fairly easily. 

So tech support is as I expect it to be, at this point. 

I have names of people whom I can call. That's always nice. It's not just "1-800-qTest." As a vendor they're attentive. They've been up here a few times and we definitely have a view into their roadmap. I find that as much as you're willing to give, you'll get.

Technical support has been fine, acceptable. Their responses have been in an inappropriate amount of time for the most part. 

There are just those two limitations that I've uncovered, as compared to other tools that I've used. So a lot of my interactions are like, "Hey, I want to do this," and they say, "Oh, you can't do that," or "the tool doesn't support that." That's the thing I have run into the most. It's not a support issue, it's just a tool issue. Functionality.

Technical support is pretty good. During the first six months I was creating tickets and tried to get the answers immediately through email. If it was not possible for me to understand their answer, they immediately scheduled a meeting. So at the maximum, my problem would be resolved over the course of a week. The support is really good.

There weren't frequent responses from Tricentis qTest's technical support team whenever our company needed some help. When our company was struggling with the setup phase of the solution, during which we wanted to integrate qTest with Jira, we tried to reach out to Tricentis qTest's technical support team, but we didn't receive any substantial response from their end. I rate the technical support a six out of ten.

Tech support is incredibly responsive and has always come back very quickly and helped us find issues. They have gone out of their way to make sure that we are served as best as we possibly can be. I feel like I'm in really good hands with them. That definitely started from the time at which we took on and transitioned to qTest, in the way that they helped us get up to speed with information and support.

We have the option to contact tech support but, so far, except for a couple of times, we haven't had a reason to contact them. Tech support is good. They have set up a good infrastructure and process, so things are getting addressed quickly.

They have been doing okay in terms of the suggestions we make. It depends on the level of severity of what had occurred, what changes are needed. But they're responsive. We do get communications from the support team pretty well and our account manager is pretty good on following up on things.

For the most part, first-tier support has to ask some basic questions, but they're pretty good. There is room for improvement on communication response time from first-tier support. What we do is we wind up copying our account manager on tech support requests so she can assist in following up a little bit quicker. Ideally, we shouldn't have to do that, but we have learned to do that and it does make it a lot faster.

Technical support has been awesome. There is no doubt in my mind that it's been very good.

Technical support is friendly and quick. Most of the time we get a response the same day. They're located in Vietnam. There is a ticketing process. If we have an issue we open a ticket with them. If we need to, they will schedule a meeting with us to complete the request. They respond on time.

Representatives come over or Skype us to tell us about the next version date and the like. We get the communications from Tricentis indicating the dates of rollout of new versions.

Tech support did answer promptly. My issue is not the fault of the tech support. The tech support did fine. The issue I described above is the only time I've contacted them.

Good. Eight out of 10.

The technical support is good.