RSA NetWitness Logs and Packets (RSA SIEM) Customer Service and Technical Support

RamneshDubey
Senior Cyber Security Specialist at a software R&D company with 10,001+ employees
With regard to technical support, we have found that their diagnosis makes sense but in some cases, they are very late to reply. Our clients always want to resolve the issue through us, and sometimes the support takes a long time. Because RSA NetWitness is a new product, there are many things that they are trying to find out. Overall, I would say that the support is good. View full review »
Hubert Luberek
Information Technology Security Architect at a financial services firm with 5,001-10,000 employees
Their customer service is excellent, one of the best. View full review »
reviewer1263441
IT Security Head with 1,001-5,000 employees
We did not interact with technical support because we were working with the vendor, and the vendor was working with them. View full review »
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Maor Hojberg
Team Leader & Head of MSSP at We Ankor
The people that we spoke with from technical support were really professional. Some visited us on-site and did some training with our analysists. They are really good staff and we really liked it. The company that did the integration at the site where I was working was planning on re-hiring them for other customers, so they made a good impression. The support is responsive by email, but initially, it is a little bit lacking. Beyond the initial emails, it is quite professional. View full review »
reviewer1308300
Information Securuty Analyst at a tech services company with 11-50 employees
When we started finding problems, we got in touch with technical support and opened tickets. They worked with us to resolve them. I would rate them good, although not great. At times, I felt that they were being really short with me. View full review »
AdrianMache
RSA Specialist at a software R&D company with 1,001-5,000 employees
I have not been in contact with technical support. I would say that RSA University is fair and square. It is a bit tricky because they have changed the learning platform and I had trouble enrolling in courses. I needed to contact Dell EMC support, which is the same support for RSA, and they assigned the courses to me in one or two hours. In the end, I was very satisfied. It is a bit expensive but the companies are paying for it. View full review »
Maor Hojberg
Team Leader & Head of MSSP at We Ankor
Yes, we have had extensive use of tech support and they have not been as helpful as we would have liked. We had the crashing issue, and we had special sessions with tech support. The UAE representative and the IR response team were both on our site, and they could not understand why the system crashes. They configured the rules and then it crashed again. It is quite frustrating. View full review »
Allan Vargas
IT security specialist at a comms service provider with 201-500 employees
The technical support is good. View full review »
Find out what your peers are saying about RSA, Splunk, IBM and others in Security Information and Event Management (SIEM). Updated: March 2020.
407,401 professionals have used our research since 2012.