SevOne technical support is very good. They're always on hand. We actually have two resident engineers on site who help us on day-to-day issues. We also have help from the support and development groups for any anomalies they can't handle.

SevOne support is highly responsive and knowledgeable. We've generally had excellent technical support. I rate SevOne support nine out of ten.

It has generally been excellent, but not so as of late. I normally deal with the guys in Delaware, or until recently there was a European or Polish support site, but that doesn't seem to exist anymore. Now, we have Indian support and the support doesn't seem to be as good as it used to be. It is still good, but we have some issues that have been outstanding for a month or maybe more, which is unusual. This was not my experience with SevOne support previously. So, support is good, but it used to be excellent. I would rate them as eight out of 10.

The technical support is very good, as are the sales engineers and the general troubleshooting staff. Compared to other vendors that we have worked with, they are really good and very helpful. They respond quickly and their explanation is very thorough.

Overall, they communicate better with their customers than other vendors do.

The technical support is pretty good. We don't log many calls with SevOne. We try to be as self-sufficient as possible, but for upgrades, patches and queries, they have been really good. Compared to some of our other vendors like IBM who aren't so Flash, SevOne has been really good and easy to deal with.

We work very closely with SevOne. We have a customer success director that we meet with biweekly, to make sure that we're getting what we want out of the deal. They ask us to provide feedback on how things can get better and what they can do better. In my experience, they're very open to that kind of feedback and we've definitely given some.

In terms of the customer success meetings, if there's something that we can't figure out how to do, they help us figure out how to do it if there is a way. They will help us deliver on our requirements if it's, at all, capable within the tool. And if it's not, they go back to the drawing board and they're more than happy to try and make things work the way you want them to.

In addition to the customer success department, we use regular technical support. Often, the customer success department will give us a heads up about something like a code upgrade, or a vulnerability, or something that we need to address. From there, we would engage their regular support in order to get a ticket opened and get that arranged.

Certainly, there's not much daylight between customer support and customer success. There's a lot of coordination there. If we want to raise concerns about a ticket, it's quickly addressed by customer support, or the sales director, or whoever. They are very responsive in that sense.

In terms of technical support as a standalone function, we've been pretty happy with the support we've gotten. So far, so good. There have been a couple of things that we've raised that they've never been able to get to the bottom of, but it's certainly not a showstopper. Overall, we've been impressed.

We've never had a dud or anything like that, where we got somebody that wasn't able to deliver on our requirements. In situations where we've asked for more than the helpdesk, or the regular support can deliver, the customer success teams have gotten us in touch with the people in SevOne who have the knowledge that we sought.

In the beginning, we worked with a guy that really helped us understand how to get the most out of SevOne itself. It was an amazing meeting. You meet these certain people in life that just blow your mind about how deeply they understand the way things work in the back end, and this describes the person who initially helped us with the product. Essentially, he was really good at helping us understand the value we could get out of SevOne, out of the box.

Then, we had another meeting like that a couple of weeks ago, where we were just getting into Data Insight and wanting to get the most out of that. They set up another meeting with a guy who was just an amazing guru of Data Insight, and just working with him for an hour and a half on a call and seeing some ideas, and what could be done, and how to get from A to B, was really valuable.

The technical support is pretty good. They are very helpful. You will have some folks who have a lot of knowledge and some who don't. So you always have this pro and con there.

I've worked on this platform in two major telcos and I've worked with newer support staff as well as seasoned support staff. If their staff doesn't have the skill for, or understanding of, what is needed, they respond very well to the critical level of the ticket and bring in any resource necessary to help identify the problem and turn it around very quickly. That's been very helpful and very rewarding. They deserve a 10 out of 10.

We use SevOne support quite regularly and in geographically different places. Our agreement includes 24/7 support, which is helpful when we have to reach out. Generally, they are very good in terms of resolving the issue or providing any technical approaches, and they're friendly in nature.

Overall, the support is outstanding.

My experience with their technical support has been pretty good. Every time I log a ticket, someone gets back to me within a day or two, and they find a solution pretty quickly. If it's a bug, they give us a work-around and they put the bug fixes in newer versions within a few weeks or a few months.

This one comes and goes as have the members of our account team. They have all been good at trying to understand our use and business, but some push the sale too hard and that is a turn off. I know this product and know what I need and when.

I rate SevOne support nine out of 10. We've had great feedback from our customers about SevOne support. They're willing to set up a remote session upon request. You have to go through three tiers of support with most vendors, and they ask a lot of screening questions before they will do a remote session. You need to spend a lot of time before an engineer will host a remote session to look at your problematic system. 

When there's an urgent case that affects server performance, like corruption or instability, they respond fast and fix the issue right away. The support engineer can quickly sort out most issues that affect the user experience. 

We rely on technical support a lot. We use them for upgrades as we can not upgrade ourselves.

I have many clusters deployed so it is difficult having to rely on them for these upgrades. It can take six to nine months for me to complete the upgrades across all the clusters. It is not just one component that requires the upgrade, there is also DI, NMS, and Wi-Fi as well.

I would prefer that SevOne release service upgrade modules that would allow our team to conduct the upgrade rather than relying on them.

The relationship we have with SevOne is good. They have maintained a good relationship with us.

I would give their tech support very high marks. Tech support has been very helpful.

The technical support is great. They are very quick if we get stuck and they need to provide resolution. They are experienced with the product.

We have regular calls with the sales and technical teams.

8/10

They're readily available, and they work with us in a very friendly way. They are very willing to help us. Some support desks, especially in performance monitoring, push you to solve your own problem, whereas SevOne's support is the exact opposite. Everyone I've worked with has been helpful. I would give them an A. 

We talk to the tool’s support on a daily basis or whenever we need their help. The product’s support is good.

The SevOne support team is very good. Whenever you have a strange issue or a big issue, something you have never seen before, when you reach out to them they are always available. They are very fast and always help us.

Their technical support is very competent. We have had an immediate reaction to our issues, even without the resident engineer involved. Their technical support is 24/7. That said, I've actually had very minimal interaction with them, aside from some hand-holding during software upgrades. Other than that, the platform has been rock solid.

This is the part I am happiest about. Their response is great.

Of course, I sometimes have to wait a week or two, but mostly that is because of the nature of the problem and its complexity.

Most problems are resolved within two to three days.

In our case, the SevOne platform was implemented by a third-party integrator. So, at the beginning, our contact with SevOne was very limited.

Now, for simple or medium issues, we contact SevOne directly through the SevOne support webpage because it speeds up the problem solution time. However, for more complex issues, we still contact the third-party integrator.

We use the technical support quite often. It is good, though it depends on the location that is doing the support. There are several locations that do support, whether it's India, Poland, or the US. Depending on that, the support can vary as well as the response time, because we're not always in the same time zones as their support. Sometimes, it can take a long time to receive an answer if we have been redirected to the wrong support.

Since it is something new, we are in contact with the vendor. We can give them some updates about what issues we are facing and if we are happy with the product so far. 

9/10 – they are working on improving that, but have a way to go yet.

We looked at a bunch – we did and RFI – Opnet, NetQS, SevOne and a fourth one. We ended up testing NetQOS (CA owned) and SevOne.

They have good customer service.

Technical support is very professional and fast in developing solutions.

Technical support is 10/10; responses to questions are within 20 minutes and the longest time to be resolved was three days.

Customer service is a 10 out of 10.

Technical support is a 10 out of 10.

Technical support is very knowledgable. There are some really very bright people there. I think, though, that some of their designs have restricted their ability to provide a flexibly response. That could be argued either way, good or bad. They are typically very reactive to issues as they are discovered and we've found ways to resolve most issues as they come up.

9/10

The level of service is friendly, and we have various means of contact- forums, the SevOne community, phone, website, face-to-face with regional sales engineers. The only thing missing is to have it in Spanish.

The level of knowledge of support portion is good. Complicated cases have engineering that support the first tier if necessary. Their responses are fast and efficient.

It's really good.

We're on a first name basis with all our support guys. We have gone to Delaware and Boston to visit them; they are good people.

Eight out of 10.

I would give it a 7.5/10.

8-9/10

7-8/10

Customer service is excellent. This can be provided via a SevOne TAM (Technical Account Manager) program if the size of the SevOne cluster/estate warrants it.

Technical support is excellent.

Fantastic – responsive.

The engineers are well trained – have been fantastic.

Excellent

Their technical support is really top notch. We've had several instances when our trouble tickets have been responded to quickly and with sufficient fixes.

From my personal experience, the support has been good.

Very good.

SevOne experienced some growing pains in recent years, but have now invested properly to enable appropriate attention to the customer experience.

Like customer service, tech support has continued to improve and proper business attention is being paid to ensuring improved support and professional services.

There are some differences between the Bulgarian and the American support teams.

Excellent, customer service is 10/10.

Excellent, the technical support is very knowledgeable about the product.

Customer service is very good.

Technical support is very good.

8/10

8/10

Very bad. The support it is a kind of blog where you leave your question or problem, then they try to resolve it as soon as possible.