RSA Archer Customer Service and Technical Support

Team Lead: IT Security Compliance at a energy/utilities company with 10,001+ employees
Technical support for this solution is very good. We had one person as an expert that was providing level one and level two support for the solution. We had minimal occasions where we had to go to level three, which is to contact RSA directly. We did have some questions here and there, and we understood that the technical support team is very good at their job. View full review »
Security Specialist at a tech consulting company with 1-10 employees
I had a few problems initially understanding the sample they showed for the implementation. Once I contacted support they told me a few things to try and sent me links to additional documentation. When I read about it, I was able to easily resolve the issues I was having. When I was then also introduced to the community, I was able to continue to quickly solve any problems I had. There is a huge community of users that is quite active and can help other users to solve issues. It is great when others who have already solved similar problems in real life share their knowledge about how to solve those problems in your own environment. But in general, from my experiences, I would rate the support at RSA as very good. Another benefit is that — although there are many features already — you can propose new features directly to the company. There is a place in the user community to propose those features where they can be discussed. If they are popular features with users, they are implemented. So you can ask for anything and if you have an idea which is good — something which is required by others — it is usually implemented. I have recommended about four or five features that are in the process of being considered. It is a really good way for the company to guide their efforts in improving the product. View full review »
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