The quality of the support and the response time is lacking.

The technical support for Tricentis Tosca isn't quick, but it's useful.

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.

Technical support is fine. We get a very quick response from them.

There is a lack of a knowledge base, and the time it takes for them to respond is a bit slow. While there is a delay in response, their help is quite good. 

Technical support is extremely good. They are helpful and responsive, and we've been more than satisfied with the level of support they provide. They are the best.

In Tricentis Tosca we cannot change anything. If we have some issues, we have to go through the support system and receive the support, but the support system is not that efficient. If you have a blocker from the tool side, it takes a long time for a solution. For example, if I'm a developer, we can use GitHub, Aleo, or any other tool for source control. 

We can check-in, check-out, deduct the files, review, and again do a review, such as pull a request. However, this is not available in Tricentis Tosca. We had to do reviews offline and we cannot give comments on this solution. For example, if I have a junior developer develop something, there is no way I can promote the code into the route directory. I have to do it all on a manual basis. There is no other review mechanism in the tool and neither does it support, integrate with GitHub or any other repository. We should have code within Tosca itself. There is no other way to take out the code.

The support from Tricentis Tosca needs to be improved. I have not been happy with their support. When I try and contact them I have found it difficult to get through to the first level of support. I then have to go through other communication channels for assistance.

I would rate the support from Tricentis Tosca a two out of five. 

The support is really good.

Our company had opted for platinum support, that is, like, twenty-four hours of service and support, and we are quite happy with the support. They'll come in and support. We face no issues.

I rate the support a ten out of ten.

Tricentis support is excellent. When we create a ticket, they'll usually resolve it in 24 hours. There is a also chat bot.

Initially, we were able to create a case. Right now, that function is not very useful. We also have to request remote access. In addition, sending large files is a bit cumbersome because our organization's policy does not allow us to upload anything to Tricentis' cloud or network.

Thus, I would rate technical support at six on a scale from one to ten.

Technical support is good. They have their own portal for submitting requests and responding within 24 hours to resolving their queries or problems.

Technical support has been good. We are satisfied with the level of support on offer. 

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.

I would rate the technical support a 9/10, their turnover time is very good.

Customer service is reasonably good. The live chat facility works just fine.

I have experienced that the tech support team is a mix of experienced and relatively newer staff. Most of the time, the queries get resolved.

The staff is nice and ready to help.

The technical support of Tricentis Tosca is very good. There was a dedicated team of people who were available in the chat window, where we can directly chat within 24 hours a day seven days a week. However, that is if we purchased their dedicated support for them. If not, we have a community of people who are implementing Tricentis Tosca, and there are plenty of practitioners who are part of this community. They always provide the solutions for whatever issue that anyone would be facing.

Their support is okay. If you get the right people, then it is awesome because they will jump into a call and show you what needs to be done. They will help you, but getting that right person is a big challenge. 

When you log a ticket, you get a response, which is a very standard response, and they don't follow up with you. If someone is not following up, that ticket stays there for long. So, the problem is around the management of the people there. I have seen support from other companies as well, and Tricentis can improve from the support perspective.

Technical support is very efficient. There's a helpline, but there's also an academy and training support.

We have a portal to contact the support team. 

I would give them a nine out of ten for their assistance. They were responsive, as well as assisting us to be fully enabled as soon as possible.

We were able to contact technical support for Tricentis Tosca, and they gave us a delayed response. In order to get our problem solved, we had to wait for one month.

The support from Tricentis Tosca is getting less good. When I have a problem I receive an answer. However, it is not always the answer that helps me to go on.

I rate the support from Tricentis Tosca a three out of five.

I've contacted the technical support for Tricentis Tosca. There's a support website where you can directly raise incidents with the support team and follow up. The support team is very knowledgeable about the product, though the only downside is the response time because sometimes the response isn't timely, but whenever there is any kind of response, support is very detailed and knows the product well. On a scale of one to five, with one being the worst and five being the best, technical support for Tricentis Tosca is five out of five. It's really good.

I would say that they have decent support. They can be contacted via live chat, email, and online incident forms.

The technical support is an area where Tricentis can improve. Many times when we have raised a ticket, we did not get an urgent response. There is a time lag between the process of raising the ticket and getting a final resolution. There is some resolution in the interim, but to receive a final resolution will usually take between two and three weeks.

I had to call technical support for one of the issues regarding a test data survey. We didn't have Microsoft Excel on our workstations so there was a question of how to upload the data. The final resolution for that issue took two to three weeks, or even longer.

A couple of times, we approached Tricentis Tosca's technical support and got the answers to our questions.

Technical support is good. We get all the information through the call centers and they give us tutorials as well. It's not a problem there. We are satisfied with the level of support we get.

Support takes time sometimes. At times, we have been able to figure out answers ourselves. Else, we have to rely on the support to create custom modules which takes time. 

Their technical support is fairly good, but it's all done through email, which is a little difficult.

The technical support is great. I have not reached out to the support often but when I have they have been very responsive and helpful.

Technical support is very good. We have been supported by a very professional technical team from the vendor.

Reaching out to customer support is challenging and they could improve on that. 

I would say it’s excellent. We have the best support ever. They have just gone over to the Magic Quadrant. I hope they are scalable with that move and we still get the same support.

We had QA Windrunner, which was running out of its maintenance lifecycle. Also, the product wasn’t very good as it caused problems, was only a tool for testing automation, and we needed a tool that could be used for several purposes like reporting, putting in requests, and data storage. Testsuite accomplishes what a lot of different tools did before. Now, three or so tools are no longer needed, and our testing is all unified in TOSCA.

It's very good.

I have not been in touch with technical support from the vendor.

Customer service is excellent.

Technical support is excellent.

Customer service is reasonably good.

Overall, I'd say that technical support is good. When I have had interaction or problems, I let them know and they provide me with get instant feedback. I have been happy with that.

The support we received from Tricentis Tosca was good, but it can improve.

I rate the support from Tricentis Tosca a three out of five.

The quality of Tricentis support really depends on the type of issue. When it's important, I go through the surveys, account manager quizzes, and so on. Tricentis handles the important issues quickly. And if we have smaller problems, it's usually routed to India, so we get a lot of basic questions back, and I don't like that process much. But, when it's important, we're immediately connected to the right people and get quick solutions.

The technical support is good, we were satisfied.

My experience with the Tricentis website support was good.

Technical support is good. Their turnaround time is usually within 24 to 48 hours, but normally we have a response within 24 hours.

I have been in contact with technical support and they have been very responsive. I can't complain.

Pretty good (8 out of 10). Capable, but sometimes slow.

4.5/5

5/5

We have had them here on site nearly every week. If they aren't here they are just a phone call away. We have happily invested to get extra training. From our standpoint we have to control the roll-out speed.

The support is good.

We haven't had any major problems with the product, but when we've had issues, Tricentis support has been generally responsive.

10/10 - it's one of the most efficient support teams I use.

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.

The technical support of the solution is very good. We've very satisfied with the level of service provided to us.

Nice and friendly, however not always coming up with the solution we were expecting. For example, after changing from Tosca 9 to Tosca 10, we were not able to run some test cases for an older tool (it was developed with Java 1.5). The solution from their side was to request a change request even if it worked in the past. In the end, we just downgraded and we are running those test cases with Tosca 9.

This is a point were Tricentis has to improve - customer support seems to be overflood in the last few months.

Basically it's very high, the support is fast, friendly and qualified - if reachable. Which was not always the case in the last three months.

10/10. The customer service is top-notch.

10/10. The technical support is top-notch.

It's excellent, 9/10.

It’s excellent, 9/10, as the response times have been quick and there haven’t been any problems.

Tosca customer service is one of the best in its class.

The people involved in technical support really know what they are doing. This significantly reduces the amount of time it takes the end user to find solutions.

I would rate 3/5 as there is not much knowledge base available on the internet for one to independently solve the issues encountered, which is easily available and in abundance for other tools like QTP.

Customer service is very good. The online chat has extremely quick response times (average of 10s wait), and the staff are knowledgeable.

Technical support, is very good. The online chat has extremely quick response times (average of 10s wait), and the staff are knowledgeable.

5/5

5/5

Overall I would rate the customer service as excellent. The support is available via email and phone 24/5 and is located in the headquarters of Tricentis. This means that the support staff is sitting next to the technical experts which, nowadays, is rare. You get a quick response that is often the solution for your problem. In case it is a more difficult inquiry, and is not solvable with first level support, you’ll be informed that your inquiry will be passed to an expert. Depending on the complexity, you can count on having a solution within one or two working days, which is pretty fair.

Furthermore the support team offers remote sessions, together with technical experts, to find a solution directly on your machine. The support is available in German and English.

On the downside, the community outside the Tosca support portal seems to be pretty small, or is nearly nonexistent. You hardly find solutions, or best practices, for a specific problem on the web. Other vendors have a more active community, and you can often simply Google a solution to the problem. In most cases with Tricentis, you need the support team or you have to contract on-site consultancy.

Medium to high. (always quick to response, but sometimes not that helpful).

Medium to high. (always quick to response, but sometimes not that helpful).

Best I have ever seen.

Best I have ever seen.

Quite good – they were trying to solve the problem.

It was ok. I have seen better. They tried to find solutions quickly so that is a plus, and they always called back when there was an appointment or said they would call back.

I would rate customer service 10/10.

Technical support is 10/10.

N/A

Generally, the support is good, but they give too many generic answers. Sometimes the problem is more direct and it requires deeper and longer thinking. That could be a bit improved.

We do use it but it was better a year ago. Now, the turnaround time takes a little more time.

Nine out of 10, and now further improving.

Eight out of 10. Sometimes too (ITIL) process focused and too little content focused.

Excellent. I was often able to access their chat support instantly and resolved the bulk of my inquiries very rapidly.

I would give technical support a rating of an eight out of 10.

Technical support is fair.

Technical support is excellent.

Eight out of 10.

Good.

The support team of Tricentis is really excellent. The support portal and the support teams work and help is really appreciated.

We are satisfied with the support of Tricentis so far.

Technical support is available via chat or by raising an incident. They are often able to resolve minor issues. It takes really long to resolve major issues and we have to wait for them.

The technical support of Tricentis Tosca is good. They have been helpful and resolved our problem.

We have had great customer service so far. Support has been responsive and helpful.

Technical support has been pretty responsive so far. They have provided solutions to most of our challenges and provide work arounds when no solutions were available.

Technical support is very good.

I would rate the level of technical support as average.

The level of technical support is average. I reported that the web application response was very slow and I never really got a real solution. Instead, I sent out too many emails just to explain to them what the problem was.