The guys who deployed the solution on-premises had some questions for the API, and they were able to reach the help desk quite quickly.

I contacted technical support a few times for verification and validation issues. The issues were not too technical but the response time was good. 

I rate technical support an eight out of ten. 

The guys at VictorOps have been outstanding as far as support goes. They've bent over backwards to work with us and help us along, when in fact you can just go to training. I had 40 users here a month ago or so, so the support is outstanding, and the reality of it is, I looked at two other competitive products to VictorOps before I chose to go with them, and a colleague of mine who is kind of doing the same job but at a very large security company pointed me in the direction of VictorOps. I got onto WebEx and did an online demo. The price is attractive, it does what we need it to do, and it's been a great choice.

Customer service is good. I have always received prompt responses for the queries and concerns raised.

Technical support is an A+ or a 10/10. If I could give an 11/10, I would. It is what I love about them. I got a call from their support team out of the blue on a Saturday afternoon, and they basically said "Hey, we've been seeing some strange activity on your account, some strange stuff is happening. Wanted to bring that to your attention, is that expected behavior?" It was something we were doing, we were working on something internally, and they caught it. That tells me that they were actively monitoring those systems. They called us up to say, "Hey, is everything okay? Anything we can help with to help you all do this?" I was like, holy crap, this is good customer service.

In the initial implementation, we used their guys. It was very quick and responsive.

It's excellent.

I appreciate that whenever we have an issue, we have very good support. If there is something wrong, I always have somebody from VictorOps support to step in and help us out.

Many years ago, when VictorOps was a standalone company, when it was not part of Splunk, their support was more dedicated for us. We had a dedicated customer success team, but nowadays when they were acquired by Splunk, we are not at that tier level of dedicated support or dedicated customer success team. This is not good for us.