Tidal Automation Customer Service and Technical Support

EmmetWagle
Sr System Engineer at a financial services firm with 5,001-10,000 employees
I really don't have to make support calls almost ever. I'll ask a question sometimes, and they've been great. They've been very responsive. I haven't even had to do that for quite a while now. We set up our current implementation when they were still with Cisco. It was a little bit difficult with Cisco to get to the Tidal software engineers who are now their own entity. It's definitely gotten a lot better now that they're not part of Cisco. I can just call in. They know who I am and what I'm asking for right off the bat. When it was with Cisco, there was a whole triage system you had to get through, and a lot of people at Cisco didn't even know what the product was or that it existed. View full review »
LeeAnn McLennan
Application Engineer at Columbia Sportswear
The standard tech support at Tidal is very good. You can call or open a ticket, if you get stuck on something. They are usually quick with answer or at least quick to respond to you with more information. When I have gotten stuck, I have always been able to get help and get out of it. I once spent eight hours on a weekend call with one poor guy. The reality is you will always have issues that you have to escalate. That is just the world that we live in. 90 percent of the time, I have had a very good experience and gotten what I needed. I have been able to get support people on the phone. If we find something, and they haven't seen it, they are good at pulling in development. They are good at saying, "Okay, this is new. We will put it in a development." Now, with their new website where you can see your tickets and track things, they make it a lot easier. If you have a bug that is in development, you can track where it is and when it will probably be released. Now, there's a lot of transparency that makes it comforting to know your stuff is being worked on. These are improvements that they made as they moved away from Cisco. When it was supported by Cisco, it was okay but it wasn't as good. Since Tidal broke away from Cisco two years ago, that was when we saw the most improvements in terms of things that we had been asking for and the delivery on them. View full review »
JonFredrickson
JDE Manager at Oshkosh
Their tech support is the one reason why I can get away with not having additional training. When we have issues, we're able to open up the case with their tech support and they will help us with what amounts to our training issues. Their tech support is top-notch. They take ownership of the product and they support it, regardless of whether the system isn't doing something right, all the way to a situation where we're not doing something right, and they help us to do it the correct way. View full review »
Learn what your peers think about Tidal Automation. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
417,925 professionals have used our research since 2012.
reviewer1275663
Team Lead at a manufacturing company with 10,001+ employees
The technical support hasn't been perfect. Sometimes, it takes a bit of time to come to the root cause of an issue. They are pretty responsive though. They have been pretty responsive of late since the company changed. You see the difference compared to Cisco. In general, they have been doing a much better job, especially communicating with customers. View full review »
AndrewGriffin
Lead Control Analyst at Central States Funds
I haven't really dealt with Tidal support too much. The only time I really dealt with tech support is when we were doing an upgrade to a new release, to find out what release we need to have the agents in and was it compatible with other releases of SQL Server. The Tidal database, itself, is on a SQL Server release — I think it's at 2012 right now — and it can go up to 2016, but other applications are at different SQL Server levels. We had to check with them to see if it was all compatible. They were very good in responding. View full review »
reviewer1283868
Production Control Analyst at a healthcare company with 1,001-5,000 employees
The technical support is much improved. That's over the course of 15 years. Tidal has gone to great lengths, with the transition to STA, to strengthen its support capabilities and also strengthen the relationships it has with its clients. STA seems very interested in trying to focus on a direction, advertise that direction, and make the current clients comfortable. That, in turn, will help them take on new clients. View full review »
DavidCorbishley
Senior Consultant at Corbishley Consulting
The technical support is very good. They are very responsive when we have an issue. The last issue that I worked on was that we had an issue with the Transporter and they got a patch for that. Their initial response is very quick, less than an hour. Then, depending on how long it takes to work with development, it may take a bit more time to get a patch, about a week. This is for non-emergency cases. For something that is a higher priority, they can get things faster. Tidal, the organization, has been really easy to work with. They are interested in making the tool and use of it as easy for customers as possible. For example, recently they have added onto the support site and there are all types of video training that you can take which are included in your support. Even if you are a fairly large company, you do training. I would typically be brought in to do training when people are first using the tool. But they don't keep doing the training over time, as they expect people to learn it from the other guys. Having this availability so you can look at a video based on your time, and it's free, helps you to look at some features you don't normally use, use some other ideas, and help you pick up skills that you don't necessarily have time to do sitting down with somebody. You can watch these videos as you need them. View full review »
reviewer1271571
Sr. Platform Engineer at a software R&D company with 10,001+ employees
The North American technical support is very good. They go the extra mile for you all the time, and we are very happy them. We have had some problem in the past with the Asian support during IST time, while it is night in the North America. However, I think it's getting better. Overall, I'm very happy. View full review »
reviewer1275831
Data Platforms Operations Lead Managed Hosting at a marketing services firm with 1,001-5,000 employees
Their tech support is awesome. We've had Tidal for a long time. We had Tidal when it was Tidal, and then when it was purchased by Cisco. During the time that it was purchased by Cisco, support was lacking. But now that it's part of the STA, it's back to being awesome. View full review »
MosesGujjarlapudi
Tidal Administrator at Devon Energy
Very few issues take long to remediate and we create support cases for those issues. The technical support used to be somewhat bad when we were with Cisco. We used to get slow responses. It is better now with the responses we are getting from STA Group. I would like to see more in term of STA support. If they could provide a knowledge base to the customers, that would be really useful. Most other vendors have their own knowledge base. E.g., if you have an issue for a certain customer, they will place that solution in the knowledge base so a new case won't be created for them. Instead customers can go look at their knowledge base to determine if this issue happened before. They can search for it in the knowledge base. If it is available, they will try to implement the solution. If not, they will create a case to the support team. If STA can have a knowledge base, that would be useful to a lot of customers because most issues are probably repeated across multiple customers and organizations, not just our organization. We might be using the same version, but the same issue can occur with the same version anywhere. So instead of us creating cases and waiting for them, if their technical support resolved an issue on this particular version and the resolution is already available to look at, that will be useful. Tidal switched hands from Cisco to STA Group. I have been taking the quarterly seminars or webinars from STA Group. We are looking forward to the new version that they will make available sometime in Q1, probably in February or March. We are looking forward to that because STA Group is already aware that a lot of customers had complaints that the client is responding slowly. So, they are aware of that and made some big changes. We are waiting for that new release to see how it will behave. It is good that the solution changed hand since Cisco is a big giant. Tidal was just one part of their business. Now, STA Group has dedicated teams who are working on developing this tool, adding new features, etc. We do not use Tidal support for private or public clouds. View full review »
reviewer1323876
Automation Manager at a financial services firm with 1,001-5,000 employees
I have been through many different iterations of the company. They used to be owned by Cisco, then Tidal was moved to somebody else. Now, it's with STA Group who seems very responsive and customer-driven, which is nice. They are making efforts to listen to their customers and see what they want, which is great. It's still in the early days to see how reactive they are in terms of development. I've never called the technical support. My guys are the ones who have to speak to the tech support. I've not had any complaints. View full review »
Shahaan Dalal
Production Control Engineer at a healthcare company with 201-500 employees
Technical support is great. They're fantastic. They're very responsive and detailed when we ask them questions. A big thing that I like since STA bought it is that their support has been very responsive and very quick. View full review »
DianeMiller
IT Vendor Manager at a paper AND forest products with 5,001-10,000 employees
Luckily, I haven't had a need to use the technical support. Except for one time, when Java got accidentally upgraded, and it slowed our performance terribly but they were absolutely amazing and great to work with! View full review »
Learn what your peers think about Tidal Automation. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
417,925 professionals have used our research since 2012.