Veracode Customer Service and Technical Support

Kyle Engibous
Systems Architect at a tech vendor with 201-500 employees
Initially, I had some questions back and forth and I was able to get everything resolved, mostly via email. Overall, I thought the response time was good, the answers were concise and accurate. Within 24 hours I was getting a response via email from their support. For what I needed to set up, I really thought their support was great and really sharp. I don't work with the support that often, now that things are established. But to get off the ground running, they were extremely helpful. View full review »
Director Security and Risk OMNI Cloud Operations at a tech vendor with 1,001-5,000 employees
Tech support is very effective. We can do online requests for read-outs with their tech support - but the more common support would be for security advisory, when we're looking at certain vulnerabilities that we're struggling with how to remediate. We can get online with one of their security engineers, and they provide advice to us some best practices on making the code changes to secure the system. They do a very good job of that. View full review »
Sebastian Toma
Engineering Security Manager at Nextiva
The solution's technical support is absolutely fantastic and very fast. Veracode has very fast resolution and response times. Usually, when we have an issue, it's only a few hours before we get an answer from them. Another time, the Veracode integration wasn't working and in about 3 days we came up with a solution to our problem. At the high level, the beginning of the conversation with Veracode tech support is pretty fast. It's only a few hours. Coming up with a solution takes two to three days at the most with Veracode. We pay a lot of money for that. You get what you pay for. View full review »
Information Security Engineer Team Lead at a hospitality company with 1,001-5,000 employees
The support team itself, or security program manager and a few others, have been fantastic. Most of the time, they're willing to move and work faster than we are actually capable of. They have been spot on in helping us get this thing rolling. They are fantastic. They get the highest rating. View full review »
Chief Information Security Officer with 501-1,000 employees
I don't believe that the team has had any problem going on to the website, downloading the static code, or running scans. They do it quite often without any issue and are able to read the report and rectify whatever vulnerability has been discovered. There has not been a problem walking through those steps. It's been pretty straightforward. And if our team has any problems, we've got access to someone that we can schedule a call with to work out the issues. We haven't had to call tech support too often, but when we have had to call them, support has been good in terms of resolution time. View full review »
Dave Cheli
Chief Technology Officer
Associate Director
I would rate their technical support as a nine out of 10. The tech support has been very much on the forefront of contacting customers. They help us by making sure all the processes have been outlined and are being followed. They regularly look with us at the whole platform process. Therefore, they have been quite helpful. They have an account manager for personal relations between the customer and their technical people. This person takes care of bringing them the right person to address any issues that we have. Two years back, Veracode was having issues. It was taking a long time to start the application, and we worked with their technical support. They also have been constantly improving the platform. View full review »
Information Technology at a insurance company with 51-200 employees
The team that assists us with it is just great, especially considering there is a language barrier for some of our employees. Veracode did its best to get those employees in the loop with the chance to attend the meeting, as well with the aid of written English. View full review »
Senior Infrastructure Engineer at a healthcare company with 5,001-10,000 employees
We engage their support teams quite often actually. Part of our licensing package is a good number of hours per month for our development teams to work with their support teams at Veracode, to help solve remediation issues, troubleshoot some of the flaws that they encounter or can't understand. Their support teams have been able to work with our development teams very well. View full review »
Suzan Nascimento
SVP Application Security at a financial services firm with 10,001+ employees
The technical support is good. I like the fact that you can email Veracode support. You get a very fast response, usually within the same day. If you don't have an SPM, Solution Program Manager, to escalate issues after that - you don't have to escalate a lot of issues, but if you do and you don't have feature - that is where they seem to fall down a little bit. So they need help with their level-2 and level-3 support. They do very well at level-1 and then you need to escalate, sometimes. That is where they need to improve a little bit. View full review »
CISO at Laboratory Corporation of America Holdings
Their technical support is the best in the business. These folks have been around, like I have, for many, many years so they have grown up with the industry. Not only are they developers, they have been practitioners before. Their chief designers, their coders - although many of them change - the key people who started this are still there, and you'll know them by first name; pick up the phone and they can help you with what you need. View full review »
Dennis Miller
VP Development
They're very good. Anything that we've brought up to them, they've responded to us very quickly. View full review »
Tim Jee
Cyber Security Engineer at a Consumer Goods with 1,001-5,000 employees
Technical support is great. The folks that I have interacted with, from services all the way through to the pen-testers have been great. They are on par with anybody else out there. In some cases, specifically for applications, they are probably a lot better than most. View full review »
Divakar Rai
Senior Solutions Architect at NessPRO Italy
Technical support was good and I was very happy with them. We did not have that many issues to start with. They conducted training, and there was an architect that was working directly with me to answer everything. He was fairly knowledgeable. In the beginning, when we wanted to understand the product, he gave us great pointers. He provided very nice documentation that we followed and we were able to establish with the infrastructure team. View full review »
Assistant Vice President of Programming and Development at a financial services firm with 501-1,000 employees
We have rarely needed to use tech support, and when we have it has performed as expected. View full review »
Technical Director at a financial services firm with 1,001-5,000 employees
They're outstanding. Best in class. Absolutely. They bend over backwards to help us. We'll come up with questions and within minutes, we'll get answers. It's amazing. It's truly amazing. View full review »
Information Security Lead Analyst at a Consumer Goods with 10,001+ employees
They're awesome. Their timeliness is acceptable, but their expertise is phenomenal. View full review »
VP of Services at a tech vendor with 51-200 employees
I have not contacted tech support. View full review »
Senior Information Security Program Manager at a financial services firm with 10,001+ employees
We do have ongoing technical support. We use them more as a backstop. My team handles most of the calls and issues that any of the developers might have. CA support has excellent time frames. They are knowledgeable and get back to you with an actual solution, which is always a plus. View full review »
Mike McAlpen
CISSP, CISM at a tech services company with 1,001-5,000 employees
Application & Product Security Manager at a insurance company with 1,001-5,000 employees
Rick Spickelmier
Chief Technology Officer at a tech vendor with 201-500 employees
Technical support is excellent. It meets our needs. View full review »
Elina Petrovna
Professor at a government with 51-200 employees
CA still has some difficulties integrating the Veracode team in their support services. View full review »
Israel Varela
VP Sales at a non-tech company with 11-50 employees
We have had customers - and it has been our own experience as well - tell us that the support is second to none. They are very quick to respond, very quick to answer questions in a really knowledgeable way. View full review »
Siddharth Kundalkar
Director Software Engineering at a tech services company with 51-200 employees
The support is good but has room for improvement. Issues don't get acknowledged quickly, repeated updating is required. View full review »
Managing Principal Consultant at a tech vendor with 11-50 employees
I have used their technical support and they are quite good. View full review »
Chief Compliance Officer at a financial services firm with 51-200 employees
Project Manager at a tech vendor with 501-1,000 employees
Based on limited usage, we are satisfied. View full review »
Efe Oral
Software Developer/Architect at a insurance company with 201-500 employees
We didn't use the technical support, so I can't comment on this question. View full review »
Global Application Security at a pharma/biotech company with 10,001+ employees
On a scale of one to 10, I would give it an eight. View full review »
Evan Christoe
AVP, IS Manager with 1,001-5,000 employees
Technical support is highly competent. View full review »
Terry Chu
DevOps Release Engineer at a tech services company with 51-200 employees
Head of Technology. at a tech services company with 11-50 employees
It is excellent. View full review »
VP Worldwide Delivery Acceleration at a financial services firm
Tech support is excellent. View full review »
Manoj Purandare
General Manager - Application Security at a tech consulting company with 51-200 employees
Customer Service: A three out of 10. Technical Support: A two out of 10. View full review »

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