We do deal with technical support. For example, if there's a new upgrade, that's hard to keep up with or there's a new connector that we don't know about then we'll reach out to them.

Sometimes, there are a lot of hiccups until we complete implementation, and we need to seek help from ScienceLogic’s support team. We also have to do different feasibility studies for each PowerPack, so we rely on ScienceLogic’s deployment team.

I rate the technical support a six out of ten for break-fix issues. However, their installation assistance was better when we upgraded, and I rate that an eight out of ten.

The support we received from ScienceLogic was good.

I've been in touch with the technical team. In the beginning, we dealt with them a lot more as we didn't have any real knowledge of the solution. As we picked up processes we've used them a bit less. However, they were always helpful.

When we first started doing this we are not given any instructions. Every time there is a new problem, we must file a complaint or open a case with ScienceLogic technical support. We have professional services as well as technical services. Professional services are services that you will be provided with when you first approach ScienceLogic as a product and want to have it in your environment.

Professional assistance Hours are the time you spend on integrations, building your intranet, and other tasks. After planning, you implement your environment, and when you begin working on a BAU, you begin working on technical services.

They offer two different types of services. One is professional, while the other is technical. Technical is mostly used to support BAU-related issues and activities. For example, as I previously stated, Docker will occasionally fail to work on the database layer, and when this occurs, you must refresh, stop and restart specific processes, and sync all data collectors and message collectors with the database layer. There are some steps that you must take.

In general, I've noticed that they don't have a step-by-step process. You must always log a case whenever you encounter a problem. They will arrive and log in. And that's when they go over all the steps with you, "Do this, do that, do this, do that." And they will assist you in resolving the problem. Again, their assistance is prompt. I will not say that we had to wait for something or that they made us extremely frustrated at any point in time because their support is extremely quick and pleasant. Whenever we had a problem, we filed a complaint, and they responded quickly.

They provide support around the clock, so we never had a problem with them. Whether it's with professional or technical services.

The response or turnaround time from the support team is quick. If my company contacts the support team, they set up a Webex session or Microsoft Team meeting at our convenient time to provide help. I rate the technical support a ten out of ten.

We have premium support so the customer service is generally good. They sometimes choose to lower the urgency of our request and then it can take a few days to get a response which can be an issue for our customers. 

We had very limited contact with customer support.

Our AIOps team manages the application and does the customizations for each team. They initiate contact with the technical support team.

The customer service has been excellent. Whenever I have a question or require assistance, they are helpful and polite.

The Supoort Team consists of some great engineers. I feel confident that when I submit a support ticket, I will get an engineer who understands the system and how to best resolve the problem I am experiencing.

The support that ScienceLogic offers is very good and responsive.

Support is lacking. They are not very knowledgeable sometimes. 

3/5, but you have to push the issues to ensure a good response and timely follow up.

3/5 overall, but their advanced support teams are very solid and I would give them a 5/5.

We don't use a lot of customer service directly from ScienceLogic. We have a long standing relationship with them and typically cut through to the appropriate level straight away.

Technical support is good. We have extensive in-house knowledge and typically only escalate the most serious of technical challenges.

This is an area where a small company like ScienceLogic continues to impress us. Their customer service is unparalleled. We always get the help we need, when we need it. ScienceLogic goes above and beyond expectations giving you that personalized support. Their staff recognize what’s happening in the market and understand our goals.

We have partnered with them for more than eight years because they provide superior support. When we call, they are dedicated to help. If we have a larger issue, ScienceLogic sends their experts onsite to help us. It’s a huge relief to know that ScienceLogic is ready and willing to hear our problems and offer the right solution.

Customer Service is fantastic. Their Customer Service has been the best I have encountered. They are willing to work through issues with their product or simply issues that can be tangential to the product itself.

Overall, technical support has been excellent. When I have run into issues that move past their Tier-2 support, I had the opportunity to work with their directors and their development staff.

The level of customer service we have received from all of the ScienceLogic team has been exceptional. We continue to stay in contact with our Sales executive, and when we have issues with the product Tech support follows up regularly after closing out tickets to ensure our issues have not reoccurred and our customer advocate representative know what is going on with our system when we call them, they know our history and our roadmap.

ScienceLogic Technical Support has always provided a solution and in one instance a Tech support person stayed on a support call with me and my team over the entire weekend to help us sort out issues that we ourselves created. Technical support knows the product very well and they always go the extra mile to ensure success.

We have opened tickets, and their technical support has always resolved them successfully.

10 out of 10

10 out of 10

The customer service at ScienceLogic is one of the best I've experienced over the last 13 years of my career. Everyone is willing to help us accomplish our goals to provide better monitoring for our customers. Their Professional Services have met with us multiple times to provide additional support for the needs of a few customers.

The technical support team is a top notch team. They are all extremely knowledgeable and I have not encountered a time when our problem wasn't not resolved within a reasonable time-frame.

10/10. Have never had any bad experiences with the customer service. Prompt responses and they always help out.

11/10!!! The support team is AMAZING! I cannot stress this enough. Every call the support team goes above and beyond troubleshooting.

The support's been fantastic. What I really like with working with a company that has a technical founder is that it really is a company that really cares about making great technology. That's not necessarily the case for what we've seen from past monitoring vendors, so it's been really refreshing working with the ScienceLogic team. It has a great technical team and also a great technical vision.

They provide quality support - immediately after deployment and throughout.

They should improve their support process.

It is top rated. I have never waited on hold for help.

It is top rated. They always have a solution or an answer to my questions.

Customer service is amazing, ScienceLogic is growing quickly however it still has a small company feel what allows their engineers to know your system well from the ground up. They are always flexible with scheduling and allow you to choose best dates that fit your calendar.

Technical Support is always there. If its small or big question I never had to wait in a queue. Usually it take them 2-3 rings to pick up the phone. Once a call is initiated they log in to your system within 5 minutes and start resolving issues and answering questions where needed.

Excellent. I've only called to address licensing issues, and they have always been able to resolve my issues quickly.

The best I've ever experienced. No matter whether my issue has been due to system configuration, operator inexperience, or hardware problems, they have always been able to guide me to a prompt resolution.

Excellent. The customer service and support has been the best of any vendor I have had experience dealing with in my professional history.

I would also rate technical support as excellent. They have stayed with us through every issue we my face and provided consistent updates. The level of skill is exceptional for troubleshooting and has been an incredible resource.

Superior to most, they have a good account coverage plan, we get treated pretty well even when there is bad news.

Probably some of the best in the business at getting to the root of the issue quickly.

The customer service at ScienceLogic is excellent. We have multiple routes we can use as escalation when needed but we really have not had the need to at this point.

The technical support provided by ScienceLogic is above average. The built in programming is excellent. Sometimes it is difficult to apply to monitoring but when it works it is great.

Amazing, at times the best it can be.

5 stars

Excellent customer service.

Excellent technical support.

I haven't needed to call them.

I haven't needed to call them.

They are knowledgeable and very responsive.

Excellent.

High.

5/10.