The tech support is good. Our company has Premier Plus in place. They're responsive.

My team uses Microsoft support to assist our clients, but we have a specific link with Microsoft to provide support for certain clients.

Overall, support is not great but it's not bad. Microsoft's standard support is good. Sometimes, there aren't specific engineers who can help us with SCOM when we have an issue. A knowledge-based environment would help us more.

I would rate technical support 3.5 out of 5.

We have not had to use the Microsoft support since maybe four or five years ago. It was during the time we were doing the implementation. We had a few calls with them — maybe two or three calls — for some configuration-related questions. That was all. It was handled efficiently and we got the answers we needed. But we have not had to use the support team since.  

I rate my experience with customer service and support a ten out of ten.

For 2019, I haven't used technical support yet. I've never had to call him. 

In 2012, Microsoft's support was good.

We have had a good experience with customer service and support. I rate them a ten out of ten.

The technical support is good.

Microsoft's technical support employs a lot of remote workers as support engineers. While some of them are very good, sometimes they can't handle the problems and will procrastinate until the time is up before referring you to someone else. This means that our time is wasted by people who are not technically sound and can't help with our problems.

Technical support from Microsoft for SCOM is always excellent. 

By comparison, I've been fighting with CA Technologies and how they do things. It is not the same kind of experience. If you log requests for technical support to tell them what the problem is, they ask a few questions in the investigation. You supply them with the information and from there on you do not know the response time. Depending on the severity of the issue you report on the call, it will be handled more quickly. If it's urgent, then they react very quickly. If it is not urgent, it is not quick even if the answer is simple.

What I like about the SCOM technical support is that they tell you what causes the issue when they find the resolution. They give you a report, they tell you what caused it and what the solution is. That helps make the solution make sense and maybe can help avoid other issues in the future.

I never dealt with technical support in the past. I can't speak to how knowledgeable or responsive they are in general. 

I have never had to contact technical support.

In Pakistan, people get the solution deployed but don't monitor, control, or upgrade their systems. When Microsoft releases a new version of it every three years or two years down the road, they don't upgrade the existing one or install the bug fixes. So, there are problems where the customer needs help finding answers quickly on the internet. That is when they ask for support from their systems, reporting that the sensor or the things are not working correctly or have missed configurations. During such instances, it takes time to address the customer's queries because we take step-by-step procedures to mitigate the error and sometimes apply the update patches and then plan for the upgrade from the older version to the newer version.

Technical support takes work. They're knowledgeable, yet it takes a lot of time. You have to go through the reseller first - before you get to speak to Microsoft. 

Good.

Very good. Microsoft's technical support team for SCOM is very knowledgeable and is responsive. Most of your technical support documentation/ information can be found on TechNet as well.

We only had one problem that we needed Microsoft support for. They helped us with the problem but it took time. It is difficult to rate their support given that we have only opened a single ticket in the past.

The technical support on offer has been great, generally. When we have questions for Microsoft, they respond to us quickly. It's good for our end. We are quite satisfied.

I am satisfied with their support.

The customer service and technical support was very good. There was a human error from our side. I am not sure if it was from the database or not because I was unable to restore my data for a couple of weeks. The Microsoft engineer came on site, and he assisted us with that. He sorted the issue out and explained to us why we are unable to get it sorted out ourselves. 

Microsoft offers many partnerships to businesses. These partnership agreements can get you some great discounts on software/support. To become a Microsoft partner you often only need to have staff with Microsoft certifications. The more certificates you have the better your partnership. Microsoft are great to call for support as they have a wealth of knowledge. They may not always be the most helpful, but by logging a ticket to Microsoft you will often get your management temporarily off your back.

I would give MS customer service 8/10.

I just had two experience making call to the MS customer service for raising issue to the Support Team.

I would give MS SCOM Support: 8/10

The level of technical support really varies from person to person. In one of my issues I did receive a very technically strong support engineer, in other case it was totally opposite.

Technical support is fine. We have no issues with them.

The technical support is good. We had some problems post-implementation. There are not many people who really know this software, so there are not many experts on the market.

Support was mediocre when I had called once or twice. I drove the call ultimately.

General support is not helpful enough but Premier support engineers work good and fast. Mostly there is enough information to solve problems on TechNet and other web and community resources.

I have not used technical support.

Technical support is good.

5/10

5/10

Microsoft support is generally excellent, we’ve never raised a call for SCOM though.

I've had such a mix of technical support scenarios with SCOM it’s a difficult one to answer. Microsoft support of the product is pretty good, with regular updates and good internal knowledge and relatively fast response times. However, other vendors have created software the plugs into SCOM and support for these add-ons can differ wildly! But overall its pretty good.

The vendor support from Microsoft is fantastic. I've dealt with many consultants from Microsoft before and I would rate my experience a ten out of ten.

Tech support and customer service depends on your relationship(s) with Microsoft, but Microsoft support, whether you like it or not, is pretty consistent across the board. If you've dealt with it previously, at least you know what to expect.

I have not used the support but others in my company have many times.

Technical support is fine. Not that I need it that much, but normally they do help.

Technical support is pretty good: very responsive, good level of understanding, rare to have to go beyond second-level support.

I believe we have had issues. I'm not the primary administrator of it, but in general, I think they've been able to get back to us relatively quickly.

When I need external support, I can open a case with Microsoft. I have opened between two and four support cases and I am satisfied with the support I received.

Microsoft support can vary. It's great for people that are used to other types of support. Meaning, software vendors usually provide a little bit more focused and dedicated Microsoft support teams. For general support, it's okay from my perspective. But to really understand the deep and the intense nature of your issue, it's a little bit tricky to get to that level.

Overall, technical support needs some alignment. The technical support should be separated from general support. They should start with the general support for people that are end-users or a single user in a simple environment. Then, to reach to the real technical integration-related support later because it's a little bit tricky. Usually, we use our integration partner as someone that is really dealing with those kinds of discussions with the vendor. But if you go directly as a single enterprise, it will be a little bit challenging.

SCOM is part of the System Center Suite and part of the datacenter management solutions provided by Microsoft. The amount of customer service depends on the amount of licenses and software assurance for instance you aquire.

Technical suport is given by Microsoft for their products through the usual channels. Next to that there are the Technet Forums where also a lot of community members answer questions. There are a lot of blogs run by community members and community leaders and MVP's which provide a lot of information.

Customer service was fine. However, a trained support team is required so that the SCOM is handled correctly and in a timely manner.

Technical support from Microsoft was always given in a timely manner when required. Technical support advice was analyzed and taken on board when required.

If you have a Microsoft Premier agreement (which is my only experience) you get a lot of valuable attention from Microsoft. They help you do service checkups of your installations, give you valuable advice and are generally available when you need it.

My experience with Microsoft support has been good, Microsoft has different tiers of support but they are all very professional and if something needs to be escalated it will get the necessary attention. I've had a few complicated issues in the past that I could not solve myself which got solved by the help from either entry and senior level support.

I have not personally dealt with official technical support, but non-official support from various blogs and websites is excellent. There are a few bloggers that are really dedicated to the products, as they are Microsoft people, but this is not official support per se.

Overall, I would say that product support is good and better than expected.

I like the service that we receive from the Hungarian technical support team. It is very useful and has good coverage. 

Technical support is very good if you have an agreement with MS.

In New Zealand, it's 4/5.

I've never had to contact Microsoft for a SCOM issue.

The level of customer service provided is very good, you will be supported for installation issue, configuration and usage.

The level of technical support provided is very good, technical support team will always provide the needed support.

I rate technical support 7/10.

Normal for Microsoft :), tickets, a lot of money, etc. Sometimes more easy and fast is to search on dedicated forums and blogs.

Is Microsoft :), you pay more better support. But the product is popular so many forums, blogs, etc., including resources in TechNet.

For enterprise customers, Microsoft is one of the best providers of customer service. The system in place for the customer service ensures that customers will get the value they have paid for.

As with the Customer Service, the technical support of Microsoft is very good since they are the ones who develop the product itself. It follows a process where you will be first served by level 1 support but they will escalate to the product team as need to ensure the issue is resolved.

I haven't called technical support yet.

8/10.

8/10.

I have a contact at Microsoft Premier, and I find it necessary to us them to open a case with Microsoft, if they think that it's possible to fix the issue.

The support is fine with Microsoft. I don't have any issue with that. Compared to companies like HP and Micro Focus, the support from Microsoft is awesome.

For both products, I would give technical support a rating of 6/10.