I rate Ramco support 10 out of 10. If you need help with anything on the backend or anything goes wrong, their support team will solve the issue within 24 hours.  

As part of the due diligence, I had to speak with the technical team multiple times during the initial implementation phase. Following the roll-out, I only needed to communicate with the functional team and not the technical leader.

There is a portal which mostly runs on Jira. We create a ticket and there is an agreed timeline and we have an escalation metric in case of problems. We have an account manager assigned to us, so we talk to them in case we require some priorities. There is usually a monthly scheduled meeting where we review all the scheduled tickets and statuses. We haven't had many issues since we went live. 

The technical support for this solution is okay. I would rate them a six out of ten. 

The technical support is handled by a second party and we don't have an in house IT set up. Support was cumbersome and now it involves four parties to do a project.

Support is improving, but a lot needs to be done.

They are definitely supportive. They have some timelines based on the category of the issue like bugs, enhancements. They have defined some types in their helpdesk module, and they are providing support.

Technical support is good, but there's room for improvement. You have to rely heavily on the support team during the implementation. It would also be better if the Ramco support team were based closer to us.

Technical support is 6.5 out of 10.

Ramco has improved technical support a lot. Having said that, they have a technical team in Chennai who receive the bug reports and they deliver the fix within the given TAT.