Tricentis Tosca Customer Service and Technical Support

NibsMishra
AVP, Testing Service Owner at a insurance company with 10,001+ employees
We had someone from Tricentis here until September or mid-October. He was not a very technical resource, but he was our go-to person who would reach out. We also have a customer-facing rep, so I usually text him if I have any issues. We have biweekly calls with tech support. The challenge we have seen, at times, is that when an incident is opened or when a ticket is opened, it is treated as normal, just like anything else. But there are times where they are very high-priority for us and that's where escalations come into play. It's frustrating when different people are looking at an incident at different times. We have raised some of these concerns. A recent example is that we needed a customization for a big area. It's a big data space and we have been waiting on this customization for a couple of weeks. We recently escalated and they said, "Hey, they will start development in mid-December or late December." We said, "That's absolutely not going to work out for us." I texted my contact and he immediately texted back saying, "I have raised it to the highest level. This person is on vacation, we'll reach out to you next week." So they provide pretty good response. Our customer rep is pretty good at escalating. The tech support is good, they are reaching out to us. We get it, that they're all busy, but we keep pressing that if they want to work with a company like ours, which is doing a large, at-scale, enterprise-wide transformation, if they cannot meet us where we need them to or if they cannot meet our SLA, it's not going to work out. Sometimes, it's one person at Tricentis who is working on something for us. If that person is on vacation, we are stuck. We have said, "Hey, only one person?" but again, they are also growing. We are most probably one of their biggest enterprise-wide transformations. They have clients with tons of licenses, but they are all department-level automation transformations. This is their first enterprise-wide where we are doing it across the company. We have buy-in from the highest level, our CIO. Tricentis has done a good job of keeping stride with us. Is there a place for improvement? Absolutely. They need to change their operating model to be able to cater to large-scale enterprises if that's the direction they want to go in. It was very evident in the beginning that they're not used to working with a big company. They have come a long way and we have been pretty vocal about it too. But they have been pretty good at it. We do face our challenges and we do have to do escalations and so forth for some of these areas, because our business units and our partners don't understand delays. They will say "Okay, if Tosca is not able to help us, we are going somewhere else." Tricentis understands that and they give us high priority. This is an issue that will be there for any company, any tool, irrespective. I don't think this is something unique to Tricentis. We have tech debt on our side and sometimes we ask them to work around our tech debt, which is not what they would expect. Overall, the tech support is pretty good. We have a way of reaching out to their management, a direct email address that takes it to the highest level of escalation. We have a good working relationship and we are not unhappy. We are pretty satisfied. Some frustration will always be there, but they have been able to work around things pretty well for us and they turn around things pretty well. Tricentis is still growing and they are understanding what it means to work with a large, at-scale company. We do escalations every week to their upper management. But from a tool perspective, it's doing great. It's working out really well for us in terms of automation. They are at a better place when it comes to being able to release in a way that is not causing people to go back. In a company like ours, if people have to put in a lot of effort for upgrades, or if they have to go back and re-scan and re-work a lot, they will just move away to other tools. That's something we have made very clear to Tricentis. We have said, "If you don't give us what we want and if you're not able to meet us where we are, and at the speed at which we want, it will not take long for us to move away." So far, they have been great at meeting us where we are, or escalating and getting the right people to do what we want done. View full review »
reviewer1215411
Global QA Manager at a financial services firm with 1,001-5,000 employees
Tosca's technical support is mediocre. I've worked with better support. The reason I say that is because, here in the US, if we put in a support ticket, that ticket usually goes to the European support and there's that time lag. Something that could be responded to within an hour or two can have a 24-hour gap until we get any response. Also, sometimes we run into some who are technical and then we run into support members who aren't very technical, and who just give a canned answer. That's not very helpful. There's definitely room for improvement in terms of their support. View full review »
gagneet
Continuous Delivery Lead at a tech consulting company with 1,001-5,000 employees
Customer Service: Excellent almost 16x5 service with issue resolution within a given 24 hour time frame. Technical Support: - Great Customer Support, technical from the first step. View full review »
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Manish Kum@r
Senior Technical Automation Specialist at a consultancy with 51-200 employees
I would say that they have decent support. They can be contacted via live chat, email, and online incident forms. View full review »
LaurentEsnault
Bid Manager - Expert Continuous Testing at Sogeti UK
Technical support is very efficient. There's a helpline, but there's also an academy and training support. View full review »
Robert Foerg
Project Manager at a logistics company with 5,001-10,000 employees
We are satisfied with the support of Tricentis so far. View full review »
Vaishali Mane
Practice head for Automation at a tech services company with 10,001+ employees
We do use it but it was better a year ago. Now, the turnaround time takes a little more time. View full review »
Find out what your peers are saying about Tricentis, Micro Focus, SeleniumHQ and others in Functional Testing Tools. Updated: February 2020.
397,983 professionals have used our research since 2012.