Qualys VMDR Customer Service and Support

Harold Jensen - PeerSpot reviewer
Senior Cybersecurity Engineer at 3M Health Information Systems

Our CSM has awesome, however, support is often overseas at conflicting hours.  Support seems to follow scripts and forces us to go through the same scripts. Some solutions required months from Qualys to implement. 

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LUKEMONYUSSUF - PeerSpot reviewer
Information Technology Security Analyst at Culina Group Limited

Presently on my own part, I've not been able to experience the support, but I can search the technical algorithm of which I've not yet got any reports. 

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Alen Bohcelyan - PeerSpot reviewer
Cyber Security Director at Coca-Cola Icecek AS

Technical support is pretty good. It is very easy to get support from the global team, at least for us. We don't depend on local partners, which is great due to the fact that, whenever you are acting in 10 or 11 countries, local partners can be an issue. The language barriers, et cetera, can be an issue. That's why it is great to have responsible global support.

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Buyer's Guide
Qualys VMDR
March 2024
Learn what your peers think about Qualys VMDR. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
Prajot Nair - PeerSpot reviewer
Senior Manager -Cloud Security at Capgemini

I am not happy with the technical support because I had a very bad experience with them. On a scale of one to five, I would give Qualys tech support a two.

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MS
Information Security Manager at a outsourcing company with 51-200 employees

I maybe had one meeting trying to understand how to build the dashboards, however, my colleague is the one that was selected to handle the solution and works closely with technical support. From what I heard, they've been great.

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Ruan Kotze - PeerSpot reviewer
Head: Cloud Platform Security at BCX Namibia

We've had very few technical issues, and the customer support team has quickly resolved issues we've had.

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JoaoManso - PeerSpot reviewer
CIO / IT Consultant at RedShift

We haven't often needed support from Qualys but when we have needed it, they have been quick to respond and resolve our issues. 

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Venugopal Potumudi - PeerSpot reviewer
Senior Consultant at Tata Consultancy

They do offer a lot of support in the form of training for users. They also offer labs. The technical teams are reachable. Technical support is quite good with them.

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Edward Manuel - PeerSpot reviewer
Risk & Security Admin at Goodyear Tire & Rubber Company

The solution's technical support is excellent and responsive.

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Swami Govindan - PeerSpot reviewer
Security Architect at a tech vendor with 5,001-10,000 employees

Technical support is good. We always get a quick response. 

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JT
Former Employee of Orange Business Services as Head of Security Engineering at a comms service provider with 5,001-10,000 employees

The solution's technical support team replies with generic answers. The quality of the response could be better.

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AZ
Assistant Manager Solutions at Mutex Systems Pvt. Ltd.

Support could be a little bit faster. I haven't been granted access to their support portal, but I have a technical support engineer who's always available, and there is only one person I can talk to. But the problem is if he's absent, I'm left waiting for access to his portal. 

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JO
Manager, Info Security Planning & Architecture at a comms service provider with 10,001+ employees

Qualys' technical support is very responsive.

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Minh-Do - PeerSpot reviewer
Product Manager (Journey Expert) - ANZ Deposits at Anz

Qualys' technical support is quite good.

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KD
AVP - Information Security at a financial services firm with 10,001+ employees

The technical support has been fine. We're getting the required support we need when we need it. I'd say we're pretty satisfied in that regard.

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PranjalGargava - PeerSpot reviewer
Cyber Security Engineer at a transportation company with 5,001-10,000 employees

The product's support is not very helpful. They suggest things that we already know. 

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AL
Sr Security Engineer at Jardine Matheson Limited

Qualys' customer service could be better.

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PK
Senior Security Consultant at a tech services company with 10,001+ employees

Technicals support is pretty good. Since I've been working in this, they've been friendly and straightforward, and we were able to get the most out of them.

We have suggested areas for improvement, and they have been working on them. They always make a good impression on us.

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NS
Lead Cyber Security engineer at a manufacturing company with 10,001+ employees

Most of the time technical support has been through emails; calling is a back feature. It's not as easy compared to that of Veracode.

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AP
IRM Technical Consultant at Shell

The customer support is very bad. When we submit a ticket, we do not get a response immediately.

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RR
Senior Vulnerability Analyst at a comms service provider with 10,001+ employees

The tech support acted quickly and responded quickly to our tickets. There was a good response time.

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Tim Cranny - PeerSpot reviewer
Principal at Cranny Group

The technical support is mediocre at best.

I would rate them a two out of five.

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BM
Sr. Manager, Vulnerability Management at a transportation company with 10,001+ employees

We engage with technical support often. There could be some improvements made.

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BV
Security Specialist at a financial services firm with 1,001-5,000 employees

We have a dedicated Qualys team of two persons assisting us with the implementation.

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Dharmendra Kr. Chauhan - PeerSpot reviewer
Manager|Cloud Security & Solution Architect| CloudOps|AppSec | DevSecOps | DevOps | CapOps | FinOps at Wipro

I rate the technical support an eight out of ten. They have really good support.

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it_user259977 - PeerSpot reviewer
Analista de Seguridad TI at a manufacturing company with 1,001-5,000 employees
Customer Service:

Very good! I think I would give them 10/10 because in Latin America the service was excellent.

Technical Support:

Again, I would give them 10/10, as the documentation is so good and all is clear, but if you have a doubt, technical support was always concise and had a quick answer. Also the community helps a lot.

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SH
Chief Executive Officer at Suraksha

Technical support is fantastic.

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PW
Global Infrastructure Architect at a energy/utilities company with 5,001-10,000 employees

Technical support is great and we've never really had a problem. They're always there if we need them.

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AK
Solutions Architect at a tech services company with 10,001+ employees

The technical support for this solution is good. We are required to solve any kind of security issue whin two hours, so these are critical tickets. The entire instance usually has to come down until the fix is delivered.

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Absar Shaik - PeerSpot reviewer
DevOps Engineer at a financial services firm with 501-1,000 employees

I have used the support from Qualys Container Security and they could improve their knowledge.

I rate the support from Qualys Container Security a two out of five.

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AH
Senior Manager Network Design at a computer software company with 51-200 employees

Qualys VM could improve by having more skilled support personnel.

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it_user259962 - PeerSpot reviewer
Manager System Security at a comms service provider with 1,001-5,000 employees
Customer Service:

Support is available 24/7 via phone and e-mail. Remote session support is also available.

Technical Support:

They have excellent expertise.

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it_user147540 - PeerSpot reviewer
Security Compliance Analyst at a healthcare company with 501-1,000 employees
Customer Service: Good – 4 out of 5Technical Support: Good – 4 out of 5 View full review »
FG
President and CEO at a non-profit with 11-50 employees

Qualys has an impeccable, readily available technical support team.

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SS
Information Security Engineer at a tech services company with 1,001-5,000 employees

I have not had a need to deal with Qualys tech support.

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it_user254973 - PeerSpot reviewer
Manager Information Security at a healthcare company with 10,001+ employees
Customer Service:

Excellent, the Qualys support team always helps on a priority basis.

Technical Support:

Excellent!

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JS
GM Network Information Security at a tech services company with 1,001-5,000 employees

The technical support was very good from Qualys VM.

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it_user254613 - PeerSpot reviewer
Security Consultant at Cyber Intelligence Sdn Bhd
Customer Service:

9/10

Technical Support:

9/10

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MM
Director for global support at a tech vendor with 1,001-5,000 employees

I used to run technical support there. So, I didn't need to go for support.

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it_user121395 - PeerSpot reviewer
ITSM & AntiFraud Consultant with 51-200 employees
Customer Service:

The customer service level is very high. All the requests made to the reseller were fulfilled in a very short time.

Technical Support:

We didn’t need to use Qualys technical support as the product was very stable, and our knowledge of the product was enough to fulfil all the clients needs.

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ME
Senior Cyber Security Specialist at a tech services company with 1,001-5,000 employees

I did not contact technical support.

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MM
Chief Information Officer/Senior Vice President at a tech services company with 51-200 employees

They provide a lot of free virtual training to really understand the technology and the solution. That's a plus for them.

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it_user254967 - PeerSpot reviewer
Linux Administrator at a comms service provider with 501-1,000 employees
Customer Service:

I have never had to interact with them. I get most of the information on the forums, and even there the responses are lighting fast. As far as actually talking to someone, I personally have never had to speak to Qualys support.

Technical Support:

It's great. The users on the forums are very knowledgeable and eager to help. If I need a quick answer I will always get one from the support forum.

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it_user366201 - PeerSpot reviewer
Shared Information Security Officer at a university with 1,001-5,000 employees

Technical staff are excellent.

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OO
Director Transformación Digital at oesia

The technical support is very good and they have it both in Spanish and English.

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it_user254970 - PeerSpot reviewer
Technical Services Manager at a tech company with 10,001+ employees
Customer Service:

The support needs to improve a lot, their response is absolutely slow. I have had terrible experience with support over the years.

Technical Support:

I would rate it great because of its improvement since I have had terrible experiences in the past.

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LH
Senior Consultant at a tech services company with 11-50 employees

The technical support is pretty good, though sometimes the response time could be better.

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it_user297117 - PeerSpot reviewer
Information Risk Analyst at a healthcare company with 1,001-5,000 employees
Customer Service:

8/10.

Technical Support:

8/10.

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it_user268167 - PeerSpot reviewer
Senior System Engineer at a comms service provider with 1,001-5,000 employees
Customer Service:

7/10.

Technical Support:

5/10,

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it_user255882 - PeerSpot reviewer
Customer Technical Leader for Galeries Lafayette at a tech company with 10,001+ employees
Customer Service:

9/10.

Technical Support:

8/10.

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it_user251121 - PeerSpot reviewer
Senior IT Security Analyst at a tech services company with 501-1,000 employees
Customer Service:

It's good.

Technical Support:

It's good.

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KR
Senior Information Security Engineer at a financial services firm with 501-1,000 employees

The tech support is helpful. When we initially open a ticket, we get response within five minutes. Then, they open a case and we receive input from tech support within 24-48 hours with a Q-ID.

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it_user924705 - PeerSpot reviewer
Information Security Officer at Zamil

Our experience is that the problems we send them take too much time to resolve. For example, we opened a case for the problem I mentioned earlier, the vulnerabilities with Windows 7 and Server 2008 where it's trying the wrong patch. It took them a long time to even give us the correct explanation. So this is a problem.

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HH
Network and security Pre-sales Engineer at a tech services company with 51-200 employees

Because we are in the Middle East, we deal with the office in Dubai. You cannot imagine how supportive they are. They are amazing in their response.

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it_user298425 - PeerSpot reviewer
Network and Lotus Notes Administrator at a insurance company with 1,001-5,000 employees
Customer Service:

8/10.

Technical Support:

7/10.

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RB
Consultant at a media company with 51-200 employees

I haven't needed to use technical support. 

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PL
IT Consultant Supervisor at a financial services firm with 5,001-10,000 employees

We haven't had problems up until this point that required technical support. The solution can run by itself and generate reports. We didn't have any issues that would need us to call technical support.

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VM
Consultant at a tech services company with 11-50 employees

I've never used the technical support. Documentation is simple and complete. 

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it_user347139 - PeerSpot reviewer
Sr. Analyst- Security Testing with 1,001-5,000 employees
Customer Service:

7/10

Technical Support:

7/10

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Buyer's Guide
Qualys VMDR
March 2024
Learn what your peers think about Qualys VMDR. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.