I've dealt with technical support. However, I don't have much to comment on.

The technical support is good. There are various levels of technical support that you can access depending on the licensing model you purchase. 

The customer support process is slow at times because they do not have proper language support for my clients in Latin America speaking Spanish. There is good support for English but not Spanish.

Initially, there were numerous interactions with tech support, but after resolving some initial issues, the process became much smoother. While we faced challenges with offshore support resources, the onshore and nearshore teams provided excellent assistance. I would rate it five out of ten.

We are only the second customer in Europe who is using the consulting services. The majority of the service is with customers on the US side, and we have been fighting on this topic for at least 18 months, which has been quite a downside. But otherwise, technically, the platform is really good. We have had a lot of service breaks because of the lack of support.

The support team is quite responsive and understanding. Initially, they provide prompt responses, but their answers can be quite general. They could offer more precise guidance on addressing specific issues.

Technical support does not have a presence here in UAE. There's only one person that I was in contact with all the time. He's like the manager and a technical guy. He's a one-man show. That said, he's very good and very supportive. The company itself, however, does not have a presence here and they don't have an office. This one person just is mobile and is traveling most of the time.

I rate the technical support a six out of ten.

The technical support team responds within an acceptable time frame and is knowledgeable.

Great, SailPoint offers several points of contact. You can use either the SailPoint communities, customer portal (Salesforce-based) for management of support cases and queries, or directly contact your professional services manger or engagement manager. SailPoint has staff located in most geographies and it’s easy to get hold of someone technical when you need a hand.

Excellent, SailPoint provides both customer and partner community forums; SailPoint technical staff, partners and customers actively contribute to these forums. Often you can find the answer to a question in a forum without the need to raise a support ticket. The communities are an invaluable repository of technical knowhow as well as a source for documentation, tutorials and videos. SailPoint also holds regular webinars. These and all whitepapers are stored and made available to the community. By using the community, it’s possible to find out who has done it before, see what solutions they came up with, as well as even contact that person to ask questions. It’s a great way to get to the bottom of something quickly.

SailPoint support engineers are located in most geographies so your questions get answered quickly. The SEs are also approachable and easy to work with.

We have engaged with SailPoint IdentityIQ's technical support and faced no problems with them.

The SailPoint IdentityIQ technical support can be a bit irritating when doing system inspections. When you have an issue and ask for help, support will tell you that you need professional support, not just regular support.

The technical support team could be more friendly.

I'd give SailPoint IdentityIQ support a three on a scale of one to five.

So far the integrators have been doing the support. I wish the support from SailPoint was a little bit faster than we've experienced so far. It has taken, sometimes, a couple of weeks to get feedback from them. At the same time, support played a big role in selecting the product.

The support is very good. I rate the support team an eight and a half out of ten.

The technical support in the Middle East is being done through partners. SailPoint IdentityIQ has no physical presence in the Middle East except through its partners and distributors. However, SailPoint IdentityIQ's remote support is always available. SailPoint IdentityIQ's technical support is good because they are always available when the partners or the implementation team face any issues.

Technical support is efficient and very, very good. If you raise a concern, support is readily available with a solution. Responses are received in a very timely manner. 

I'd rate them really high. They have a group called Expert Services. They rely on third parties like me or the big four, like the Deloittes and the PWs, to do the implementation, but they maintain a group that they call their Expert Services. It has about a hundred people you can go to for the hardest things. If you were on the edge of performance issues and any other issues, you can bring in their experts. It's a really good team. It's more expensive than the other guys, but it's worth it.

The technical support and community for SailPoint is great. 

I haven't contacted the technical support team yet. 

We didn't have contact with the technical support for SailPoint IdentityIQ because we're using a third party for support.

Their support is very good. My colleagues, as well as our customers, have shared that the support is very good.

The technical support is wonderful. 

We only used support for a few months initially and they were very, very good. There was no problem at that time. After that, we are on our own. We have our own experts. They have been experts in SailPoint for a long, long time. Therefore, we are reaching out to SailPoint support directly - until and unless there is a shortcoming or a bug in the product. I have not come across any yet.

SailPoint has a strong account management and support team, each company has an account manager and they are available to escalate issues quickly. Do not hesitate to escalate issues if they are time sensitive, sometimes it is tough to get their attention if something needs to be resolved quickly.

Similar to customer service, the technical support is strong. It might take a few times back and forth to get them out of the “try this and send us your logs” cycle, but getting them on a WebEx or LiveMeeting is a great way to watch them shine.

I would rate this solution's technical support a three and a half out of five. 

Technical support is good.

The technical support is not very good but it is good. They can improve.

We have not used technical support directly, but our clients use them, and we have not heard of any problems.

Excellent.

We've used their engagement and peer services team since the beginning. 

Excellent, they have a well supported active community of experts and support personnel.

The technical support is good.

I have not interacted with their technical support.

I have not had experience with technical support.

Their technical support was very knowledgeable of their product, and we get answers within a day or so most of the time.

Since SailPoint is a big company, it usually takes time. The company has to schedule an appointment with the people and organizations to address their issues. So, I rate the solution's technical support a seven out of ten.

7/10.

8/10.

Overall the technical support is relatively good, especially from a customer point of view. I think that the support is working fine for the customers and that makes it better for us in selling their products. 

There is also a wealth of information online for the product for the Sailpoint community. 

Very good.

Very good.

7/10.

8/10.

It was ok.

It needs to improve SLA.

I would rate the technical support a 4/5.

Very good. Support is provided even on weekends.

Good.

Good - via a forum (Compass) and ticketing system.

SailPoin

We've had issues with support. 

Technical support is very responsive. When I created a ticket, they responded the same day.

I had questions, more than issues when it came to technical support.

SailPoint support is very good.