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 »
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 »
Maman89321
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 »
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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 »
Reviewer98345
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 »
AndrewHill
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 6.32 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 »
VpDigita4708
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 »
Enterpri7cde
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 »
Corporatc173
Corporate Director of IT at Flexfab
We use their consultant services and they're excellent. View full review »
EdiTeamLe477
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 »
ITDirect2a8a
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 »
SystemsA66a3
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 »
Director9054
Director, Application Development at a retailer with 501-1,000 employees
Technical support has always been great. View full review »
Find out what your peers are saying about Seeburger, IBM, Axway and others in Business-to-Business Middleware. Updated: October 2019.
371,639 professionals have used our research since 2012.
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