My company's IT team provides us with technical support for the product whenever required.

The support is not very good in Indonesia. They need to improve. The support is from a third party and I find we know more about the solution than they do. Their knowledge and responsiveness could improve.

Technical support is very good. There are a few products in TIBCO. There’s the core streaming, master return management, then TIBCO Business Works. These are very strong products and very strong support. It’s bread and butter for TIBCO.

Tech support for Spotfire was generally helpful, and there were different levels such as gold and silver support from a maintenance perspective. It worked well even in cases where issues were more about application implementation than the platform itself. Occasionally, there were instances of the support team pointing to it being a customer-specific problem, but overall, the technical support was beneficial in resolving issues. I would rate the support as an eight out of ten.

There is excellent support available for this solution, as well as a lot of case studies available for use in the online community area. We have found that most of the problems that we face can be solved by consulting the community.

We don't connect directly with TIBCO because we have our own technical support in the company. 

The solution does not have good documentation or a strong community to help you.

That said, I' e never had issues that required me to directly reach out to technical support. We do have a partner in the region, and if we needed help, we would reach out to them to get assistance. We might need to reach out maybe once a year. It is never very often.

The technical support is responsive.

Being a life sciences company, our support comes from Perkin Elmer rather than Tibco. They have provided us with very good support.

We are running Spotfire with Perkin Elmer's Lead Discovery extension to handle chemical structures.

Overall it's quite good. As a partner, there's a big difference because my request for assistance is usually prioritized over regular customers. I probably had access to the hotline, but it's very clear that when you're a partner and you meet the commercial team, they know that you're pre-sale, and so you get a lot better answers from them than you do from the hotline. Overall, I have nothing to complain about, but I'm not blown away either.

We did not try technical support.

Customer service is excellent, quick to respond and knowledgeable.

Professional Services on the other hand is more questionable. I have had wonderful service from some technical staff, but I have also worked with some I would not wish on my worst enemy. It will be important for customers to find PSG resources they trust or to find another experience through a TIBCO partner, etc. I can suggest a number of these to anyone with interest.

Improved dramatically in recent years with rapid releases of updated versions.

Professional and timely support. The Spotfire upgrade roadmap is a bit opaque though.

Technical support is acceptable, but not superior. Sometime after TIBCO purchased Spotfire (the company), they outsourced support to Perkin-Elmer. For minor problems, P-E is capable of finding solutions, but problems that require more detailed knowledge of the tool often take very long to resolve. P-E has to go back to TIBCO for assistance in these cases.

Technical support was always very responsive. They were probably more responsive than I was — there were a couple of times when I even had to open up an issue with them. If you don't get back to them within a certain number of days, they'll change the status of your service request. They'll put it on a temporary hold and then they'll close it out eventually. They're very responsive.

We haven't used the technical support facility.

The technical support is above average. Our Spotfire support was handled by a Spotfire partner who was quick to respond. TIBCO's website does also provide a wealth of information through a knowledge base, community forums, technical block articles etc. They provided a few licenses for a development system so we could test patches etc out before deploying to our production system.

Almost perfect support, 9. The only issue I had was understanding some of the techs verbally due to “English not their primary language”. WebEx and chatting was the workaround.

We have access to the technical support, though from a technical support perspective, I do feel this is one of the areas which can be improved. There is not a lot of self-service available in the technical admin support. That means that for almost every single issue you may have to rely on the technical support because the online materials are not enough.

I haven't used technical support.

I rate customer service 8/10.

I rate technical support 9/10.

Technical support can be a slow process involving email threads and scheduling screen share meetings, but they usually solve the problem in the end.

The technical support is good. 

I haven't had enough experience dealing with technical support to answer this question.

Technical support is really good. For every TIBCO product, there is a community where we can post our questions and get answers from experts from throughout the world.

They are awesome. Tibco has a support cell and we can raise a ticket that has an SLA for them. Also, there is a large user community and technical information for Spotfire, so there is no issue as such to get assistance.

I am a technical guy, but according to the business, they are very responsive and generous.

They have a strong Spotfire community where they discuss technical issues. My experience with technical support is limited.

Technical support is exceptional. I think it has extremely good coverage with multiple levels, Bronze, Silver, and Gold, ranging from standard support through to 24/7 mission-critical.

Customer Service:

Good

Technical Support:

It's good but need improvement.

Technical support is exemplary.

I can't say; I have not reached out to customer service for Spotfire. However, there is an abundance of knowledge online which I have used to solve problems in the past. The online community is pretty active.

The customer support for this solution is very good.

Excellent.

On a scale of 1 to 10, I’d say customer service is a 9. Their customer service representatives are usually extremely responsive and knowledgeable. For more complicated issues, they will schedule WebExes to facilitate a more efficient customer service experience. Furthermore, they are good at adding your requests as enhancement requests if the feature in question doesn’t exist.

Technical support is average; however, the user conferences that are held regionally and nationally provide a lot of value.

I rate technical support 9/10 (very quick and good response, good level of knowledge).

Technical support and customer service is 5/10. For technical questions, their support team is responsive and thorough, but their account managers tend to be nonresponsive, and have high turnover.

I rate technical support 7/10 and getting better.

Technical support was excellent.

I had a few issues with the product, and they were quickly solved by the support team.

Technical support is medium. They don’t have a user hotline to call. Any technical issue will have to be either directed to consultants or logged in a ticket on the web.

Tibco is always helpful with problems.

Technical support was always very good and fast. Always leading to a resolution of the problem immediately.

Technical support is average.

Technical support provided very fast response times and helpful people. Excellent.

Technical support is 8/10.

Technical support is good.

Personally, I have never had to use technical support.

Customer service and technical support are good.

It’s good, at least the Tibco Community is active and very helpful.

9/10

I have not had to use technical support that much, save for when I first started learning the software. The service I got then was very good/positive.

Technical support has good response times; we’re very happy with the support.

Technical support is 8/10.

Technical support is excellent.