Technical support needs some improvement.

Currently, we are using both premium support and local partner support. We are getting support from our local partners for the development requirements from our side. They are supporting us with development requirements. I would rate our local partner an eight out of ten in terms of support. 

Currently, we are using the vendor's premium support due to a post-upgrade challenge. During this upgrade, our Active Directory experienced prolonged completion times, taking up to 30 hours for a single cycle. Fortunately, the One Identity support team was instrumental in resolving this issue.

The biggest value of having premium tech support with One Identity Manager is the quick and efficient resolution of issues. However, there have been instances where the support response time could be improved. Overall, I would rate the support as a seven out of ten.

We work directly with support. They are very prompt. I would rate them as eight or nine out of 10. They will help us based on the level of the ticket that we raise. Since their response has been very prompt, we basically have had no issues. 

Initially, we had issues and brought it up with their management. Since then, we can count on them if we have any problems.

I mostly work with premiere support. It offers faster support times. That's important. When we do reach out, it's likely very critical. 

I believe we use Premier Support. To be perfectly honest, we were not very happy about Premier Support, and it was escalated.

The answer we usually get is that something will be fixed in the next release, or the release after that. Sometimes they help, but most of the problems are not solved.

We just take the normal support whenever we have any issues. For the premium support, you have to pay a lot.

The support from One Identity is very good. Whenever you reach out to them, they help you out. If you have a license, they have a technical support team. They also have a professional services team if you need any professional support. From the customer service perspective, they are pretty good. You can reach out to them anytime. That is a very flexible option they have.

In terms of documentation, they have everything. They have all the technical documentation and all the details. They also have a user forum where you can post your queries. It is a global forum where experts reply within an hour or two, which is very good. You can reach out to these experts, and they will help you out. The user experience is very good with One Identity.

One Identity Manager's technical support is pretty good.

I rate One Identity technical support six out of 10. 

If we experience a major incident in production, we can expect to receive a response within one hour. We find solace in knowing that any significant problems will be promptly addressed.

I have used their Premier Support. It is called PSO. It is very easy to book an appointment. You can use the calendar to find a slot. You can take half an hour or one hour. Once you are connected, the guy knows it is very important. Based on my experience, they were able to provide the resolution and tell me about the button that I needed to hit and what I needed to do. At that time, I asked them why it was not documented, and the answer from the PSO was that for specific matters, they wanted us to contact PSO. 

I prefer not to involve PSO because the prices are huge. We try to avoid it. When I need to involve PSO, it adds value, but it is very expensive. Whenever I involved PSO, I got the answers I needed within the time in which I needed the answers. I would rate them a ten out of ten.

Premier Support has not been an influence in purchasing additional licenses or products from the vendor.

The technical support team's response time needs to be improved.

I have not used the support from the vendor. One Identity has various support sites, such as the support center and community sites, which can help address any questions or issues related to One Identity products. However, my experience with these sites is limited, and I cannot provide more detailed information.

Support needs to be better because this is a framework-style product and your own developer needs to be able to work efficiently with theirs. Sometimes a problem is in the development code, not the core product functionality. It takes too much time, as operational support to investigate and find the root cause. The solution offers amazing functionality for the framework, but if you didn't write the code yourself you are in trouble. 

For example, if a third party writes code and then their involvement ends, an issue in production that needs support won't get it because the third party's code error is an unsupported area. 

I've contacted the technical support team for One Identity Manager, and the team was very helpful and very knowledgeable.

As a partner, we have access to a higher level of support, either gold or platinum. The support experience is generally good, and I would rate it around an eight out of ten.

We have really good support. We tend to deal with one support person in particular, so he knows our environment well. We have a great relationship with their support in general.

We are working with a One Identity partner. This is really important. One of the most important things to do when going with One Identity is to choose a partner wisely. We are currently working with a partner and we're still evaluating that. It needs to be assessed a little bit better and to ensure that they can support us. It has nothing to do with One Identity support itself. The important thing is ensuring that the partner is able to support requests. That's what we are currently assessing and evaluating.

We are working with IPG because our headquarters are based in Germany. We have a history with them. We are currently ensuring that they are capable of providing the support that we require, and especially provide us the agility and flexibility we need.

The partner is important because the implementation of the systems and the configuration of the systems are done by the partner. It is key for One Identity to ensure that the partners can do the work properly.

I'm satisfied with the level of support we receive. 

We use regular support. I was not aware premier support was an option.

Whenever we require support from One Identity, we initiate a service request, and the support team is readily accessible. They typically respond within twenty-four hours and effectively assist us with any issues we encounter. The support from One Identity has been reliable and responsive. I would rate it eight out of ten.

We use their standard support. They are nice and they are always on the edge, helping us. It's great support.

I rate One Identity support eight out of 10. We have premium support, which gives us more access to the vendor to change records, open tickets, etc. 

I rate One Identity support nine out of 10. Most of our customers use One Identity's premier support. The main advantage is that they offer 24/7 service, so you can call them on Sunday evening if you need help. 

The only advantage of their Premier Support is that you have an agent from the vendor assigned to your account, someone you can contact for any kind of product updates or fixes. That person will also tell you, "Hey, the next release is coming and these are the new features, these are the hotfixes." You get the added value that if you open a support ticket with them, your Premier Support agent will try to get a response a little sooner than usual.

One Identity support has been fine. We always have good, professional feedback and solutions, and the communication has always been okay.

I've contacted the support team for One Identity Manager several times. For level one support, particularly when something is broken and I need help, the team's been really quick and accurate. Most of the time, I get the first answer or first contact resolution in less than half an hour as written in the contract, and the support team has really found a quick solution. Every time I face an incident, the team finds a solution to it within an hour. Sometimes it could take a few hours to resolve which is when the One Identity Manager support team provides new patches to implement, for example, the issue started at seven at night and patching would be done at eight in the morning the next day.

For major incidents, I would rate support a five out of five, but if it's just a little incident that does very little harm and is in development, issue resolution would take longer. The support team for One Identity Manager handles major incidents perfectly, so I have no complaints, but if you just have a little incident that appears on your development system and is not really that important, it could take days and days before a technician is sent onsite. This is why my company prefers to work with a partner that is more open to decision, and though the One Identity support team is really there to save your life, it's not there for every incident or situation that you come across.

I haven't had much contact with the solution's tech support. My partner contacts them.

When we cannot resolve issues with the tool, the technical support team assists us by proposing solutions based on the tool requirements. They consistently respond to us and help us resolve any issues we encounter while using the tool. I rate the technical support a ten out of ten. 

The technical support is pretty good because we can reach the right person directly. We also get escalated quickly, if necessary, to the development team. So far, it has been a good experience.

There is a good support team if you have issues. There is a really nice path to get in touch with them.

With the technical support, I create a case, then within a few hours I receive a reply. So, I'm very pleased with the technical support. However, some features aren't supported. It is based on your own risk, which I can accept, but I would be happier if they would provide me some additional information about them anyway, e.g., deleting tables or columns. 

I have not interacted with their support.

We are paying for premium support, which is expensive. However, we do receive very good, fast support.

The technical support lacks the knowledge on custom deployments. They have good knowledge on the base product, but they lack the knowledge on the custom deployments. 

Their attitude is a bit strange. Quite often, we have to prove that there is a problem with the product rather than having them prove that there is not a problem with the product.

We have the premium support and are very satisfied. They are always answer our questions very quickly. For the moment, we are very satisfied, but I think it's because we are paying for the premium support.

Technical support has been responsive enough. We do use premium support. You get a great response time and it helps us manage things very smoothly. It also offers support for many different regions. They've helped a lot with integrations. 

Technical support was good, for the most part, especially when the local support team understood our level of expertise. If we were raising a problem it was a real problem and we were put through to the level 3 support quickly.

With technical support, it is always an issue to get the right person. They do have good technical people in support, but it is sometimes not so easy to get them.

We have opened a couple of cases and we've had a really good response from the team. Initially, we contacted Professional Services a couple of times, and their answers were pretty good.

We used a partner. So, we don't use the support service directly from One Identity. All the support that we need is done through our partner.

The technical support is acceptable. We get responses when we raise queries, but maybe not as fast as we'd like.

The Dell technical support is good enough.

I've been happy with the technical support. When I previously worked in another company implementing One Identity Manager, I was pretty happy with support.

Technical support is good.

Sometimes, it's really good and fast. Sometimes, you make a service request and don't get an answer. Sometimes, you have to use management to get support for a really urgent problem. So that's not always good. Overall, its pretty good, but when you work with the product, you find bugs, and normally, they're fixed. Sometimes, we don't get a response that we want, and it's frustrating. I also see peak times, where it is pretty slow, then the support is really good and pretty fast.

Customer service was just average during implementation phase.

Technical support is decent overall. However, some SRs took way too much time to resolve for the value they provided.

Some escalation engineers are very knowledgeable and troubleshooting sessions with them can be really worthwhile and informative.

I've contacted the technical support team for One Identity Manager multiple times. Sometimes support is excellent, and sometimes, it's just okay. Support asks for a lot of information that's not always necessary.

Technical support depends on the level. Level-one is not as knowledgeable as level-two. But, overall, their level of knowledge is good.

We subscribe to premium support from Dell IBM. It's pretty good but can take a while to respond with a solution, sometimes up to a week if it's a major issue.

The support team could be improved on. The first level of support essentially looks up knowledge base articles and often can't provide the answer needed. This could be skewed because any issue we couldn't solve with our implementation partner was certainly not a level 1 issue. However, even with One Identity knowing that we would have to deal with bad level 1 before we could get someone who could actually help on the line. 

However, to give a positive side, any time there was an emergency they were very quick to get the right resources on the issue, even when it meant waking people up in the middle of the night.  

Technical support is usually great.

I haven't used the technical support yet.

The German technical support is great. We are a German partner, and we find them knowledgeable and fast, as they do their thing.

We speak to our consultants. They are our technical support.

We have only used technical support through our partner/consultant company. We haven't been in direct contact with One Identity. Everything has been okay. 

To this point, we have not had to reach out to the solution's technical support.

I have only had one experience with the technical support, and it was okay.

We have not been much in touch with their technical support, which is a good sign for the product, since it mostly working.

The technical support is non-existent. It is not worth talking about.

There is great technical support. No issues there.

Very good.

Very good.

Good.

Good.

Technical support replies within 1-2 business days. The Quest blog is very useful where the experts will answer the queries mostly on the same day.