I have used the SAP BusinessObjects Business Intelligence Platform’s tech support, which has lately improved a lot.

Technical support is not bad. Sometimes the responsiveness could be better. Once someone is assigned to the call, it is handled well.

The customer support is pretty good. 

Technical support is the same as that provided by the cloud platform.

We are a premier partner with a premium SAP account. We have biweekly calls with SAP account managers and SAP to promote the product as needed. For example, we currently have a large number of applications running on the SAP data center. It is known as the Neo data center, and SAP is gradually reducing its use of the SAP data center. SAP encourages the use of multiple clouds. It's called Cloud Foundry, which is an open-source platform where you can develop for all of the different hyperscalers. SAP is assisting us in transitioning from the Neo platform, which is the SAP data center, to the Cloud Foundry data center.

I'm the administrator, and I haven't had any significant issues, so I don't usually need specific technical support. In business usage, we don't need a lot of technical support. The developers need to create new things, so it's not support but development. I would rate SAP support between eight and nine out of 10.

Initially, it was not that good, but SAP took the feedback from their customers, consultants, partners, and Gold/Platinum partners, and then they improved that process and the user experience. They set up a community, and there was a lot of engagement at SAP's level. At one point, SAP involved their experienced engineers to write blogs to have a community engagement, which eventually improved the experience when it comes to their support. SAP understands customers. They have their strategies in place.

At this point in time, there is still scope for improvement, but their support is not bad. I would rate them at least seven out of 10.

I don't use the technical support provided for the solution since I prefer to use the web or the internet to search for information related to the product.

The customer service and support is slow in response. 

I have used the support from SAP BusinessObjects Business Intelligence Platform.

I rate the support from SAP BusinessObjects Business Intelligence Platform a two out of five.

We usually use both the forum and the support group for SAP. As I mentioned, if there are some serious issues, we are in contact with SAP, so we'll raise tech issues with them and they will come back with a fix, like connectivity to a new database. And if there are any ongoing issues that we identify in our landscape which need to be addressed, they usually get back with the fix or they usually analyze our system and give us suggestions.

We also interact with the forum. The blog forums and the social forums for this product are well established. We will get most, 60% to 70% of queries, addressed in those forums. I have observed most of the very similar issues already registered in those forum, which will be helpful for debugging or solving our issues.

Occasionally we may have to do multiple follow-ups for a product with tech support and get them to understand and then have a debate to get it fixed. That's little challenging. It'll take some time since maybe our issues are specific to a landscape, the way that we operate with this huge, massive amount of records. So at times they may not be easily open, but with more proof and if we can provide more justification, they usually pick it up. But it's not very fast, it will take some time.

I am not so satisfied with the technical support because I am opening cases but it's taking too much time.

We don't call SAP directly. We work through Epic. Our licensing with SAP is through Epic. So, Epic has a direct relationship with SAP, not us.

I've never contacted technical support. I do not know how helpful or responsive they are in general. 

I've used technical support in the past. I've found them to be responsive and knowledgeable. They are quite helpful. We're satisfied with the level of service we receive.

Technical support is good. There's no need for them to be better or faster than they already are. 

I haven't connected with support because we're using it for an in-house project. We installed it and work on it ourselves so we haven't had to contact them regarding SAP. Regarding ERP issues they are proactively able to help clients. We're a client for SAP. They've been able to help us. 

8/10

8/10

We sometimes receive technical bugs, especially with the new releases, and some patches are required. We then speak to BusinessObjects SAP support for assistance.

Technical support for SAP BusinessObjects Business Intelligence Platform is okay, but it depends on the priority level. For example, if you raise a ticket that's high priority, then they'll respond to that ticket, but if you raise a medium priority ticket, they don't respond at all. Technical support needs to be improved in that sense.

Customer service was found to be satisfactory.

Customer support is responsive, the SAP help forums also have an extensive amount of knowledge and help if your organization does not have a support agreement with SAP.

The free version has a time limitation, even for version 4.2. After a certain period, the first level of technical support is no longer available. The full version of the platform does not have this limitation. When you ask them any questions, they do reply, of course. However, they often come up with additional suggestions, such as "Why don't you buy this?" or "Why don't you do that?”. Every time they have a marketing pitch, it makes it more detachable.

From SAP, I honestly have never used technical support. I usually have enough knowledge to figure out any adjustment that's needed. I have not used support in over ten years. It's been a long time. I can't provide good feedback.

Technical support is very good. We can raise an incident with SAP, in the SAP portal, and they respond based on the priority.

I would rate technical support 4 out of 5.

The tech support is very good.

Customer service was average.

Technical support was average.

I've contacted SAP support once or twice. We raised a support request, and they responded promptly. They organized a call and helped us resolve the issue. 

We did not find any major support areas that needed the support from SAP. The majority of the application support our team managed fine and we did not suffer any hardware issues. Our issues were resolved. 

I work for an SAP partner company. We were the first SAP BusinessObjects partners in Nigeria, which is where I'm based. We've been partners since '98. Our goal as consultants is to be as self-sufficient as possible. We hardly need to get in touch with tech support because we are self-sufficient.

The technical support is good, I am satisfied.

The SAP BusinessObjects Business Intelligence Platform we use are not too advanced so we haven't had much need to contact tech support. When we run into an issue, we can usually solve it through community answers. We have had some SAP technical support come in a few times and every time we met with them we had a good experience. We have a fairly good relationship with their tech support. 

SAP tech support is good. However, I prefer the use of the partners and communities like ASUG or SAPinsider to provide the support we need.

Technical support is quite OK.

Technical support could be better. We tried to get them to help us with the implementation, and they were not quick to respond.

Average. Technical support from SAP is mediocre. The local support is decent.

First level support is generally is good for basic issues. Second level support is informative when it comes to bigger issues.

In a word, bad. Account reps constantly change and it’s impossible to find out who your current rep is. Phone calls and emails are not returned. At one point we were interested in buying additional licenses, but no one could/would help us. The licensing renewal process is severely lacking. They sent renewal emails to the wrong people, these are non-IS line staff not even on our account, and we have no idea how they even got their contact information. They refused to accept the PO that our accounting system generated, wanting one specially designed for them. Our purchasing agent, literally took a black sharpie and wrote all over the PO to meet their requirements. Who is the customer? Do they really want to make that sale? It doesn’t seem like it. Maybe we are too small for them to bother with?

First level support is horrible. I avoid opening cases because of the bad experiences. I would typically find myself explaining very basic product functionality to the support personnel and in the end the response is always that they will consult their resources and get back to you. After going around in circles for days or weeks, the stock response is “it’s working as designed,” yet they can’t explain why. If you are lucky enough to get to higher level support (which is rare), they are very knowledgeable and able to quickly help get to the bottom of issues and find real solutions.

Customer service for the most part is good and a part of that may be due to the size of the investment the company has with SAP. We were provided a customer advocate on site to escalate issues within SAP as necessary.

The technical support has been a challenge when it comes to finding the correct support analyst who is familiar with how the various product components integrate. Many times we would get someone familiar with Crystal Reports but not with BW or Xcelsius etc.

The technical support is delayed because we have to submit a ticket to our vendor before it is forwarded and they respond to us.

A 10 out of 10.

N/A

N/A

• SAP BO/BI - Below average
• Tableau - Good
• IBM Cognos - Average
• MS BI - Average
• Pentaho - Average
• QlikView - Above average
• OBIEE - Average

• SAP BO/BI - Below average
• Tableau - Good
• IBM Cognos - Average
• MS BI - Average
• Pentaho - Average
• QlikView - Above average
• OBIEE - Average

Technical support for the most part has been very good. We've had a positive experience and we are quite satisfied with the level of support they provide to us.

My personal experience with the SAP engineers is that they are very supportive and develop personal connections easily.

5/10.

5/10.

They are helpful and quite professional. Sometimes, they don't respond faster, and sometimes, they say that it needs to be upgraded to the next version, which is something that I don't like.

We have not used technical support directly. We have a local specialist that we go to. It's easier.

Patchy. Depending on the product with the issue (eg WebI or Information Steward) the responses can be good (WebI) or awful (Information Steward).

Technical support was hit and miss. Sometimes it was good. Other times it was awful. Especially when the problem raised was hard for them to reproduce. They often ask the same questions over and over.

Technical support is 10/10.

Not good. SAP does resolve issues in time.

Fair

Fair to Poor..Business Objects sometimes gets lost in the quagmire of SAP

Technical support is good, but we have to renew the support license every year. If we don't renew, we don't get any support.

One of the great things about SAP is the information that is available. When you have a problem, SAP is very quick to give you an answer or solution. You can also Google a lot of workarounds. There's so much documentation online that it's really easy to troubleshoot. That's because if anyone has a problem, SAP notes it and finds a solution which they post.

For SAP it's not too bad, would always like to have it better of course.

Very good.

In my experience, customer service it good.

In my experience, technical support is good.

8/10

8/10

Very Good

Excellent

Our technical support is through a value added reseller.

Technical support is excellent.

The technical support for general issues gives us a good response, but for certain critical issues, it can takes four weeks to obtain a response. It will initially go to an SAP support team, and if they are not able to resolve the issues, then they will route the call to SAP in Germany. The German development team usually takes a bit more lead time to come back on those issues.

You have to pay to get the good service. The really nice thing about is that tech support is performed across the globe, so timezones doesn’t get into picture.

SAP Support is next to useless in many cases. Out of more than 100 tickets created by a project team in one of my projects, only less than a third was resolved by SAP support personnel. The resolution of tickets usually takes a long time. SAP engineers are mostly working from India, in a different time zone, and seem to be more interested in demonstrating proactivity by asking customers to perform various tests or activities which don't seem to be related with the original issue the customer has. Some of the questions they ask demonstrate that they have little knowledge about the products they are trying to support. In my biggest SAP BI/BW implementation project at British American Tobacco, SAP support asked me to demonstrate issues we were having with the Analysis For OLAP product, however after a call in a meeting, the minutes he had written said that we were having Web Intelligence session issues.

Sometimes it's average, and sometimes it's excellent.

It's good, and around three to four years ago, SAP’s technical support was not up to the mark. Now SAP it is reliable and fast.

The tech support is pretty good.

10/10 - technical support is brilliant.

Their technical support is all right.

I rate them 9/10. Very good and very fast support from SAP.