SEEBURGER BIS Customer Service and Technical Support

Evan Meyer
Application Manager - EDI at a transportation company with 1,001-5,000 employees
Technical support is located in Germany and there are different levels of support you can pay for. Regardless of your support level, you're able to open tickets and, based on the severity of the ticket, they get back to you. They're all very knowledgeable of the system and they know where to pinpoint. I will say that if the issue is something new to your company, something you haven't done before, they will refer you to consulting services which are billable. They won't do any development or the like for you. But they will troubleshoot problems. The only thing I'm not crazy about is that, while they all speak English, they have a heavy accent in a lot of cases. Sometimes that can be difficult, depending upon who you're working with. Other than that, we've had no problems with their technical support. The consulting services we work with, because we're in the Michigan area, are all working out of the Atlanta office. We're always working with them over the phone and through emails, so not onsite. They're are also very knowledgeable and they've come to get familiar with our implementation and how we're using their products. It really cuts down on some of the cost when we have a project because the consultants we're working with are familiar with our company. So, overall support is pretty positive. In terms of response time, if it's a situation where you're saying you're down, they're supposed to call you within one hour, and in my experience, that's always been the case. We haven't had an experience where they're not getting ahold of us. Beyond that, if it's more of a question or you don't understand something, then it falls into another category and it might be later that day or the next day. That's fine. It's been good. View full review »
Nigel Mills
Team Lead at a transportation company with 201-500 employees
I had to raise one ticket during the implementation, and I was using it as a test, really, to see how ticketing works. They were really good and responsive, and I was kept up to date. The ticket was actually auto-raised by the system because a message had tried to come in, but they weren't able to process it. I then received a phone call because it could have been an urgent situation. It turned out the person's sender ID hadn't been set up correctly. It was my typo when I gave the information to SEEBURGER in the new system. But it was dealt with and resolved fantastically. So far, I have had no issues with tech support. Nobody receives 10 out of 10 because there's always room to improve, but I would say their support rates a nine out of 10, although I can't say what they would improve. View full review »
Naresh Shetty
Integration Specialist at a logistics company with 10,001+ employees
One thing we need is more support. Sometimes we get stuck on the support because they've not got not many experienced people in the UK for the suite. We have modified SEEBURGER Business Integration Suite (BIS) a lot to fit our organization. We have customized it. Sometimes we find it hard to get support from their side. Most of the time their help has been good from Germany because that's what they are based. They do help but we struggled before, at times. The second-tier is needed if there is any problem where consultation is needed to go in-depth and see what the issue might be. We lack some good help from the other side on that level. We had an issue where the customer wanted specific things and we couldn't do it. View full review »
Learn what your peers think about SEEBURGER BIS. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,660 professionals have used our research since 2012.
Materials Management Team Lead at a university with 10,001+ employees
When I log a ticket, they come back within half-an-hour to an hour, either by email or I'll get a call. I maybe have one ticket a year, if that. There haven't been many, but they've always been very responsive, and pretty quickly. The response that we get and the knowledge of that individual that responds are high-quality. It's not like we get a phone call back from someone who's appeasing us until they can get the real guy to fix it. When we get a response back from support, it is an individual who understands the issue and provides the solution. Service and support have been excellent from SEEBURGER. We haven't really needed to use the product for a whole lot of other things - and I'm sure it's totally capable of them. It's one of those products where it's doing a very powerful thing for us, but you just don't hear about it because we don't have a lot of issues with it, unless we have a server that does down. But that would be an internal problem. It wouldn't really be a SEEBURGER issue. View full review »
EDI Competency Manager North America at a retailer with 10,001+ employees
Technical support is good. The person who answers your ticket is the person who is going to solve it. They don't typically have level-one, level-two, and level-three support. The person who handles the ticket is an expert. They're users of the system. In most cases they can help you. In other cases, they will seek the support of their developers or consultants because it's out of their scope, and that's a normal way to handle those situations. Overall, the support is good. View full review »
Michael Osiecki
Partner For Experience & E-Business at a retailer with 10,001+ employees
If I just look at the consultant we have who is dedicated to our company, he's awesome; great. There are some challenges with the Premium Support. I don't know if it's because they're based in Germany. I know our infrastructure at times has been posing the wrong information questions. But it's been challenging at times, and other times it's been great. Part of the problem is that they always want the logs and those aren't always available. But for the most part, support has been good. For what I've had to use them for, their response times have been fairly good; within expectations. View full review »
IT Solutions Business Analyst Team Lead of Sales and Distribution at a retailer with 10,001+ employees
Once you get someone assigned, they're reasonably good. It varies. Sometimes you get someone who seems quite junior and you have to explain everything to them, and when they do changes they don't work the first time. And other times you get someone who's really good and they fix the thing very fast. View full review »
Integration Team Lead at Wincanton
Their technical support is okay. It doesn't blow you away. They will come back with an answer. It won't be the answer you would like, generally. For the first seven years, and since we got 6.3.2 in, the answer was always, "You need to upgrade." That was kind of annoying, but to be expected I suppose. We've been landed with a consultant from SEEBURGER who doesn't know the system inside and out, which is a little bit frustrating sometimes. Other than that, they generally come back with answers to queries reasonably quickly and accurately. View full review »
Business Analyst Manager at a healthcare company with 201-500 employees
Technical support is fine. We log a ticket and we get some kind of response back. It's different from what we used to have when we had a dedicated business partner who, if we had a problem, would be contacted first. They've changed their model in the last two or three years and there's now a service desk you contact and they handle it. It has gone from that very personal relationship to a more helpdesk-type of thing. And whilst that's not a massive issue if you've got all the backup of the paperwork and the history behind it, when we had that one dedicated person, that person knew pretty much everything about our system. When I first joined, there was one business partner we dealt with regularly, and now it's that service desk. We have lost that personalization a little bit. There hasn't been a massive issue with having the service desk. And when there was that one, dedicated person, there would be a single point of failure. For example, if that person left then we'd lose all that knowledge anyway. So I understand what they're doing. But with a helpdesk, sometimes you have to explain a lot of things over and over again because they have different people dealing with different tickets. While you might want that one person, you also need people with that technical background. The service desk provides that technical background. I understand where they're coming from, but I did enjoy that relationship and being able to pick up the phone to one person and say, "We're having this issue." View full review »
VP Digital Services at a tech services company with 10,001+ employees
Tech support is pretty good. We have a Premium Support package, so they respond pretty quickly to us. They have offices in Germany and the US and they answer depending on who is available. They're pretty responsive and knowledgeable too. View full review »
Enterprise & Tech Ops Hosting Svcs at a pharma/biotech company with 10,001+ employees
We have the Premium Support and we pay extra for that, and it gives us access to their engineers. It also requires the vendor to respond within three hours, if we create a Severity 1 ticket. But we have not had many problems. View full review »
Lori Knox
Business Analyst at a tech company with 51-200 employees
I know my colleague in Germany values the technical support greatly. But the system works so well that he generally only needs it if a customer sends in a map that isn't straightforward. For me, on the on-premise side, the American tech support has been super-helpful and they bend over backward for me. If we could all have Daniel work onsite, that would be a dream. But they're all super-helpful. Everyone has bent over backward for us. View full review »
Richard Lehane
Head of IT at a pharma/biotech company with 201-500 employees
We have had no problems with tech support. Their response time and knowledge of issues is good. View full review »
Corporate Director of IT at Flexfab
We use their consultant services and they're excellent. View full review »
SAP Global EDI Lead at a construction company with 10,001+ employees
Technical support team's response time is excellent. I have had no complaints. View full review »
IT Director, Business Applications Technical Services and Integration at Aryzta
The technical support is good. There have been some minor issues which have been fixed by SEEBURGER support. They are very helpful when it comes to fixing production issues. View full review »
Giridhar Duvvuru
Director at Mylan Inc.
We have only requested technical support a couple of times. We haven't faced any issues with them. They are very good. View full review »
Systems Architect EDI/B2B at a tech services company with 5,001-10,000 employees
Technical support has been varied through the years. As SEEBURGER has grown, they have made changes to the tech support area which can be challenging at times. There is room for improvement here, but SEEBURGER is moving in the right direction. View full review »
Director, Application Development at a retailer with 501-1,000 employees
Technical support has always been great. View full review »
Learn what your peers think about SEEBURGER BIS. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
425,660 professionals have used our research since 2012.