Windward Core Customer Service and Support

HM
Vice President at PSC Group, LLC

Windward support is top-notch. I don't think I've ever had an issue waiting on them for anything. They're responsive, and if there's an issue that needs to be solved, they're fairly quick to solve it. If you need something answered, they are pretty responsive and attentive to anything that comes up that is product related.

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JK
IT implementation consultant at BearingPoint Caribbean

Whenever I have an issue, I submit it to technical support and they always answer within the same day, mostly within a couple of hours. Usually, the problem is solved that same day. Within Windward support there are two lines of support. There's the lighter helpdesk and if they cannot fix the problem you get through to the more technical guys. All the problems that we've encountered so far have usually been fixed within two or three days. It's been a pretty good experience.

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MH
Vice President of Product Management at Baker Hill Corporation

Support doesn't funnel up through me. We do first-tier support for our clients and I'm sure, every once in a while, we've had to call Windward because something has stumped us. If there was something negative, I would have heard about it. But I haven't heard anything one way or another in terms of negativity, changes, or challenges, or support issues.

Our business partner relationship means they have been pretty straightforward and pretty good in terms of getting back to us if we need anything, in all aspects. It's not just the code, but it's the business needs, it's the contract. Anything that we need to be successful, Windward is right there behind us.

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Buyer's Guide
Windward Core
March 2024
Learn what your peers think about Windward Core. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
CH
Sr. Systems Analyst at a tech services company with 5,001-10,000 employees

Their support is quite strong. They have an issue tracker and they follow up and get back to you with status updates and advise you if it's going to be a software update in the future, etc.

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JA
SVP, Product Development at HIGH LINE CORPORATION

They've been very good. They're very prompt and fast. We've been using it for quite a while now, so at times, I've even talked to the president or the CEO, whenever we've needed to get an extra boost, because we've needed something a little more quickly. But their support has been awesome.

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VK
CEO at OTG

The company is great to work with. Everybody at Windward is super-professional. Their technical team is second to none, they're top-notch. But we really haven't had to use their technical support at all. Their product is really bulletproof. We had not had to deal with any technical issues. We've only called for informational stuff: "How do you do this or that?" But in terms of bugs, none. Zero bugs. They are very responsive. 

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NC
Product Management & Owner at a financial services firm with 11-50 employees

The technical support was and is phenomenal. We always get the answers we need from them and they are always willing to go above and beyond to ensure everything is working properly. 

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reviewer1255479 - PeerSpot reviewer
Systems Support Specialist at a construction company with 5,001-10,000 employees

Windward product support is very good and the response time is excellent! Normally, I'll get an email response, with a solution, within an hour or the end of the day at the latest. I like to send detailed emails explaining my problem and they return with very thorough answers, even suggesting alternative solutions.

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OS
Solutions Architect at a financial services firm with 501-1,000 employees

Tech support rates at least a good eight out of 10. They are always very keen to help. One time we had a bit of a critical situation and I got a response from the CEO himself, very promptly. It has always been very good.

The only issue for us is that, because we were Australian-based and they're American-based, there is a little bit of a delay in their response. They don't have 24/7 support. It could be better in that regard if they offered 24/7 support. But, the support, when it is provided, is very good. It's just not 24/7.

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RA
Technical Manager at a tech services company with 201-500 employees

Our relationship with Windward is really good. They fix problems very quickly if we break something.

Two years back we ran into a problem, not in the product but they had provided a different type of license to one of our clients, with which we have not tested our product. We raised an issue about the problem. The support team was quite aggressive and tried to help us as soon as possible. There was commitment to help us as their clients. They were meeting all the SLAs. We haven't created thousands of issues for them, but this is one I can recall and they were quite proactive in helping us on that.

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HM
Vice President at PSC Group, LLC

Technical support is one of the bet I have seen. Very responsive and very quick to help resolve issues.

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LZ
Head of Client Evolution And Services at Axe Finance

We have used technical support and it is good. Sometimes, to reproduce the bug or the issue, they ask for the data source and other details, which are not easy to provide. It might help if they created a users' lab where we could try to reproduce the problem, rather than asking for the database.

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it_user838203 - PeerSpot reviewer
Co-Owner at a tech company

I have used tech support on a number of occasions. I haven't done any official training on the product, I just use their Wiki page and send questions to support as I need them. I would always have an answer within 24 hours. It's not always the answers you want but, like all support, it's the answer you get.

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it_user831804 - PeerSpot reviewer
IT Manager Applications with 1,001-5,000 employees
it_user831807 - PeerSpot reviewer
CTO and EVP

The usually the response is within one hour. The technical support will WebEx with you. I rate them as a 10 out of 10.

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it_user826308 - PeerSpot reviewer
Information Technology Manager at a healthcare company with 51-200 employees

Exemplary. We have called a number of times, and normally it starts off with a "log-a-support-call" through their system. It gets acknowledged, we get an email acknowledgement of what's going on, they get in contact very quickly. They don't run a 24-hour service, but I think it's actually extended business hours, so they do cater for our requirements, being on the East coast of Australia. In the mornings we tee up with their afternoons, of the previous day.

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it_user272418 - PeerSpot reviewer
Data Group Developer at a pharma/biotech company with 501-1,000 employees
Customer Service:

Excellent. Always got a response within hours and fixes or guidance quickly.

Technical Support:

Excellent

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it_user200553 - PeerSpot reviewer
Business Analyst at a insurance company with 1,001-5,000 employees
Customer Service:

Very good - I think they needed to be more up front of needing XYZ before you even submit as there was sometimes a bit and back and forth with questions around versions/correct XML etc.

Technical Support:

Very good.

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it_user195390 - PeerSpot reviewer
Business Analyst at Towers Watson
Customer Service:

Their customer service is quite good.

Technical Support:

Their technical support is quite good.

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it_user195528 - PeerSpot reviewer
COO/VP Operations & Software Exec at a tech services company with 51-200 employees

They are good. They give us the information we need to help troubleshoot where we are at.

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JM
COO at a tech services company with 11-50 employees
PF
Web Specialist

Excellent, to this point.

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it_user473622 - PeerSpot reviewer
Head of development at a tech vendor
Customer Service:

Very good.

Technical Support:

Very good.

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it_user562725 - PeerSpot reviewer
Junior Data Systems Analyst at a recruiting/HR firm with 51-200 employees

Customer Service:

The customer service at Windward is absolutely top notch. Every time I've had a query they have always responded promptly and in a friendly yet professional manner.

Technical Support:

The technical support team is one of the best technical support teams I have ever dealt with. I can keep track of the status of my technical query at any time by logging into their site. They respond very promptly and they really work hard to break through any technical issue.

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HM
.Net Developer - Data Analyst

Technical support is very good. They reply immediately and follow-up with any questions.

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it_user190386 - PeerSpot reviewer
Principal at a financial services firm with 51-200 employees
Customer Service:

As good as the product is, the customer service is even better. Out of all of the products we use in our company, Windward is hands down the best support without even a close second.

Technical Support:

Awesome.

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it_user198999 - PeerSpot reviewer
Java Developer at a tech services company with 51-200 employees
Customer Service:

10 out of 10 - excellent.

Technical Support:

10 out of 10 - excellent, promptly responded to all our queries communicating between the UK and the US.

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it_user511269 - PeerSpot reviewer
Information Analyst at a healthcare company with 51-200 employees
Customer Service:

Great customer service: 10 of 10.

Technical Support:

Excellent technical support: 10 of 10.

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it_user826689 - PeerSpot reviewer
Business Technology Analyst

We have not used tech support yet.

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it_user191808 - PeerSpot reviewer
Software Developer at a consultancy with 51-200 employees
Customer Service:

It's quite good actually. Usually I get a response within 24 hours.

Technical Support:

It's quite good actually. Usually I get a response within 24 hours.

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it_user487512 - PeerSpot reviewer
Lead Information Analyst at a healthcare company with 51-200 employees
Customer Service:

Very good, it has always been prompt and helpful.

Technical Support:

Good, support has actually spent the time to try and figure out why a problem is happening. And sometimes if it requires a fix then they have pushed out the fix in the next version.

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it_user195528 - PeerSpot reviewer
COO/VP Operations & Software Exec at a tech services company with 51-200 employees
Customer Service:

Their ability to help us troubleshoot is too low – they really need to help us troubleshoot in our environment – not their testing environment.

Technical Support:

Their ability to help us troubleshoot is too low – they really need to help us troubleshoot in our environment – not their testing environment.

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Buyer's Guide
Windward Core
March 2024
Learn what your peers think about Windward Core. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.