SmartBear TestComplete Customer Service and Support

Bharath Nidikonda

Technical manager at Air Canada

We reached out to technical support, but unfortunately, their response was lacking. This highlights another area that requires improvement – the overall quality of support is inadequate.

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Ashu Singh

Senior quality analyst at Lalli

I have had a poor experience with SmartBear TestComplete's technical support team. SmartBear TestComplete's technical support team couldn't answer my queries, and moreover, they were not even reachable. Considering the aforementioned issues, my company decided to use TestProject over SmartBear TestComplete .

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Soumya-Jain

Test Lead Engineer at Strategy Compass

During the initial setup, I faced issues. That may be due to the fact that I had not been through the documents. Some of the features weren't that self-explanatory to me, either. I was facing issues when I was running my test cases. Therefore, I have connected with them. I created incidents, and they were able to help me with that. That said, customer support is not that great, to be very honest.

Most of the customer support people are in Ukraine. Due to the conditions there, they haven't been able to help as much.

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Buyer's Guide

SmartBear TestComplete

March 2024

Free Report: SmartBear TestComplete Reviews and More

Learn what your peers think about SmartBear TestComplete. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.

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768,246 professionals have used our research since 2012.

PUSHPARAJAN-BALASUBRAMANIAN

Software Test Manager at ISUZU

I would give their customer support a perfect rating of ten. We have a good rapport with the team, and they provide immediate responses. Additionally, I recently took part in a networking event they organized, which further demonstrates their excellent support.

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Anitha Eswari

Engineer at Honeywell International Inc.

I have not contacted technical support because I am using the trial version.

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Blaine Anderson

Software Development Team Lead at a engineering company with 51-200 employees

Tech support that we have received so far is pretty good. We haven't really needed to use a lot of their tech support.

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Sandhiya T S

Sr Solutions Engineer at Lexington Soft

Technical support is excellent. If you reach out to them, they will get back to you within 24 hours.

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it_user699126

Senior Consultant at a tech services company with 10,001+ employees

Support calls were helpful at the beginning, and I haven’t used the support since then.

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it_user293901

Principal Software Engineer - Automation at a tech services company with 10,001+ employees

Customer Service:

Customer server is absolutely robust. The team respond within 12 hours.

Technical Support:

I never needed to use paid technical support as their forum is extremely helpful. The community members respond to issues within 24 hours. It’s really amazing that within the past twelve months, I have never had a technical question I asked remain unanswered.

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AmitOlitzky

Project Manager at a computer software company with 51-200 employees

I have contacted them, and I got a very fast response and solution. Their support team was very helpful. Every question was answered professionally and quickly.

The help guides are also very useful.

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Charles Netshivhera

Integration Specialist at a financial services firm with 10,001+ employees

The technical support for this solution is always available. They have an online chat that is quick.

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Amit Olitzky

QA Team Manager at Mer Telemanagement Solutions Ltd

Customer service and technical support responsiveness are high. Everyone is very professional.

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it_user710514

Test Automation Engineer at a energy/utilities company with 10,001+ employees

We had multiple technical training sessions which were helpful and almost all the answers are in the community.

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Harry Mc Kay

QA Manager at a computer software company with 201-500 employees

I didn’t require any technical support.

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reviewer1280931

Business Head- Software Services at MicroGenesis Techsoft Pvt. Ltd. at a tech services company with 51-200 employees

Technical support is average. It's not bad, nor is it outstanding.

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reviewer1331715

Sr. Technical Manager - Testing Solutions at a tech services company with 1,001-5,000 employees

The technical support is excellent. We don't deal with them directly, but the feedback that I have received from different clients is that it's really excellent. They are always attentive — That's a feeling I've always got from different clients.

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Marc Medina

Test Automation Architect at Watronix Information Technology Ltd

I would rate my experience with tech support as 10 out of 10. I had two emails and two calls with tech support. Within five minutes, my problem was solved. They were immediately aware of what I was having difficulty with and then showed me the right way to implement the solution.

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Julio De Lima

Principal QA Engineer at Capco

Eight out of 10.

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it_user372528

Senior QA & Test Manager, Head of Test Automation at a tech services company with 501-1,000 employees

Customer Service:

Average

Technical Support:

Good

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it_user289980

Quality Assurance Practice Leader with 51-200 employees

Customer Service can be slow to respond to electronic forms of communication and they do not have a way for a customer to speak directly to customer support. You create a ticket online, and request a phone call.

The team seems to be very knowledgeable when communication is established.

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Sai Sasidhar Rangineni

Staff Test Architect at a tech services company with 1,001-5,000 employees

The technical support from SmartBear TestComplete is good.

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Jim Ma

Senior Automation Test Analyst with 10,001+ employees

Technical support is excellent.

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Haiping Gong

QA Automation Manager at a comms service provider with 501-1,000 employees

I have not used any customer service/tech support yet. I cannot provide more comments on that.

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it_user341001

Junior ASP/.Net Developer at a construction company with 501-1,000 employees

Customer Service:

8/10 - SmartBear representatives are surprisingly responsive, and they go out of their way to offer assistance.

Technical Support:

8/10 - SmartBear representatives are surprisingly responsive, and they go out of their way to offer assistance.

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it_user294939

Test Engineering Team Leader at a consultancy with 501-1,000 employees

5/10, there are knowledgeable users in the forums, but I would like to go straight to the TestComplete staff with solution questions. That said, I have had very little need for product or development specific support.

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William Brigham

Test Automation Specialist at a tech vendor with 201-500 employees

The level of technical support leaves a lot to be desired. The only way to get support is via email, therefore problems that could take a matter of minutes to solve by phone or web conference can sometimes take several days.

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it_user308139

Mobile QA Tester at a comms service provider with 1,001-5,000 employees

I would rate it 10/10. Every time I had a question or issue I couldn’t figure out, they were right there to help.

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it_user323592

Software Engineer at a manufacturing company with 51-200 employees

Customer Service:

I can't recall the last time I needed support.

Technical Support:

I can't recall the last time I needed support.

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it_user291057

QA Automation Engineer with 501-1,000 employees

My experience with their technical support has been less than satisfactory, but all of my issues were resolved. Of the technicians I have worked with, two of them were very knowledgeable and one of them did little more than email knowledge base articles that had been ruled out in the original issue report. The latter tech had the additional problem of being about 12 hours out of sync so a full day was lost with every email exchange. I received prompt responses and quick resolutions from both of the knowledgeable technicians I have dealt with although one of them was rather gruff and left me feeling like I was bothering her. Overall, SmartBear needs to work on their customer service and technical support.

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Vallalarasu Pandiyan

Test Architect at a tech services company with 1,001-5,000 employees

Technical support is good. Either we can raise a technical support ticket with them, which gets answered in 24 hours or we can use the very good community that they have. Whenever we post a query, we are able to get the answer easily from the community. It's very helpful.

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Harold Rios

Director at Finding Technology Company

The technical support is good. They are very responsive and helpful. We are quite satisfied with eh level of support they give us.

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it_user292632

QA Automation Lead at a tech services company with 501-1,000 employees

We used tech support for some specific third-party grids we had to automate. The support was average and we ended up creating our own automation solution for that piece of automation.

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it_user288375

Quality Assurance Engineer with 501-1,000 employees

Customer Service:

Another one of the many reasons why I chose TestComplete. The level of customer service and technical support can’t be beat. SmartBear always answers my questions within 24-48 hours.

Technical Support:

They have a great website, help and forums that also help in finding the answers I need in a timely manner.

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it_user295749

Quality Assurance Automation Development Engineer at a manufacturing company with 1,001-5,000 employees

Technical support has been good. There was an issue where certain installations of TestComplete would give an ambiguous error on startup. After teleconferencing with one of their support specialists, we were able to solve it. Forum support on their community site has also been good.

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it_user294423

Mobile QA Developer at a tech vendor

Customer Service:

I never had to speak to them.

Technical Support:

I never had to speak to them.

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VolodymyrNabok

Quality Assurance Engineer at a computer software company with 201-500 employees

I do have some experience with technical support. I've found a few answers to my issues on Smart BF5. I've also had assistance with the support engineers. So far, I've been satisfied with the level of support I have been able to receive.

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it_user327474

QA Automation Engineer at a computer software company with 501-1,000 employees

Customer Service:

It's acceptable.

Technical Support:

It's acceptable.

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reviewer1183092

Senior Test Consultant at a outsourcing company with 51-200 employees

I didn't contact them.

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it_user293895

Software Developer at a retailer with 1,001-5,000 employees

Customer Service:

We never needed customer service.

Technical Support:

We never needed technical support.

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it_user288615

Sr. Software Quality Consultant at a tech services company with 501-1,000 employees

Customer Service: Level of customer services is satisfactory. Replies are swift and prompt.
Technical Support: Solutions are scarce. If there is no solution to a problem, the support people will tell you there is no way around it, and then you are stuck. The issues are not resolved in the next releases, mainly because these are not escalated on the backend. View full review »

reviewer1378161

Sr. Consultant at a computer software company with 51-200 employees

The technical support is quite good.

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Deva Veluchamy

Test Automation Lead/Consultant at Aspire Systems

Customer Service:

Customer service and technical support from SmartBear is more responsive. Active SmartBear forums are available to get clarification.

Technical Support:

Customer service and technical support from SmartBear is more responsive. Active SmartBear forums are available to get clarification.

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it_user335340

Systems Engineer at a tech services company with 51-200 employees

Customer Service:

They used to respond in less than 24 hours, and compared to SpiraTest, it's not that great.

Technical Support:

SpiraTest took a minute to respond to any technical support issues, but Test Complete takes longer.

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reviewer1233750

QA Head at a computer software company with 1,001-5,000 employees

Technical support could be better. The exact solutions we need should be provided in a more timely manner.

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it_user340992

Test Automation Specialist at a tech services company with 501-1,000 employees

I just contacted them once. They responded very quickly, which is good, but the problem was on our side, so I cannot really evaluate.

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it_user323649

QA Team Lead at a tech vendor with 10,001+ employees

It's good, I like the support.

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Raju YN

QA Architect at a computer software company with 5,001-10,000 employees

I've never used technical support, so I can't speak to how good technical support is.

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it_user312339

Systems Test Manager at a transportation company with 1,001-5,000 employees

Technical support can be improved by being more efficient in responding to questions.

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it_user347607

Technical Leader at a tech services company with 10,001+ employees

Customer Service:

I haven't had to use customer service.

Technical Support:

I haven't had to use technical support.

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it_user340986

Senior QA Analyst at a financial services firm with 501-1,000 employees

Customer Service:

7/10

Technical Support:

7/10

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it_user288615

Sr. Software Quality Consultant at a tech services company with 501-1,000 employees

Customer Service:

It is quick.

Technical Support:

Not so helpful most of the times. They always fail to produce a work around.

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it_user744705

SQA Team Lead at a tech vendor with 51-200 employees

Community is very helpful.

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it_user734814

Analista de TI Sênior/Teste de Software at a tech vendor with 1,001-5,000 employees

Good, I only needed it once.

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it_user711891

Test Analyst

I would give technical support a rating of 8/10.

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it_user323742

Test Automation Engineer at a tech vendor with 1,001-5,000 employees

It is impressive! What I like the most is the fact that support team helps solving problems not only for their registered customers, but everyone else as well.

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it_user324366

QA Engineer at a computer software company with 51-200 employees

Customer Service:

Very professional and adequate. I would rate this on a 9.5/10.

Technical Support:

Very professional and adequate. I would rate this on a 9.5/10.

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it_user323700

Assistant Lecturer at a university with 1,001-5,000 employees

Customer Service:

It's good.