Most of our issues have been our own internal infrastructure issues. We have a very tightly controlled infrastructure, so I'm always banging up against that. Worksoft has been able to help us solve these problems, and they're not even their problems.

While having a partner with dedicated support can help in critical situations, as a customer, the overall support experience might not always meet expectations. It often involves multiple calls and explanations to various teams across different locations, making it a bit cumbersome. I would rate it six out of ten.

In our S4 project, we had the need to develop automated testing for Excel-based solutions. We needed to test the business planning functionality that was running in Excel from SAP. It is quite challenging to build automated test scripts in desktop applications like Excel, but we got quite good support from the offshore team of Worksoft. We had a talk with an engagement manager from Worksoft, and then someone from India came to Lisbon, Portugal, and they all worked together. Our team quite quickly learned how to handle the challenges in that area. So, it is not only about the tool; it is also about the support you are getting from Worksoft. Their support was quite impressive.

I am aware that they have some challenges with some of their support resources, especially offshore which is very common. I don't think this is specifically a Worksoft issue. It always seems to be a software issue, and I know that Worksoft is aware of this and they are trying to make some improvements. 

If ever I need to escalate something, I never feel like I'm stopped. I always feel like there is another level where I can go and get support. We have never had an issue which has gone unresolved for a long time. We try to follow the process, but since our team is so experienced with the tool, if we can't fix it and their support can't fix it either. then it gets escalated up through the chain, getting somebody whose pretty senior with the tools to help us.

We don't use them frequently, just when we have an issue. I would rate the technical support a seven out of ten. Most of the team is good and helpful. However, I would like them to evaluate the issues a little more sometimes before escalating them to engineering.

The technical support is pretty responsive. We haven't had many issues with it. When we were doing an investigation into doing web testing, we ran into some roadblocks. The team at Worksoft was very responsive. At the end of the day, it came back to technical limitations of a tool. I have been pretty impressed with how responsive the team. They were always able to answer our questions to the extent that the tool was able to do what we needed to do.

Worksoft provides good technical support. They've helped us resolve issues numerous times. It's wonderful. 

The technical support for Worksoft Certify was really impressive. It was really good. We needed to create new controls, and we got a good response from their team. On a scale of one to five, with one being the worst and five being the best, I'm rating them a five.

If you have any issues, cases, or discussion, you can go on the Community portal and ask from there. They have people and technical experts there who can provide you with solutions. It's one of the best things that Worksoft Certify is doing. You can discuss with others at different companies, or possibly the technical experts from Worksoft Certify if we have an issue. Then, we can open a case directly there. 

I would rate the technical support as a nine out of 10. They are very good and available at all the times. The technical support can assist through the Community portal. You can also email them directly. Their response time to contact you back is 24 hours.

Their support is excellent. When you raise a ticket, within a day, you get the solution. If they're not able to resolve the issue at their end, and it is on our side, they connect with us and show us what exactly is happening. They check everything. 

A lot of our customers have used the technical support. Worksoft has a very good customer success team, as well as technical support team. When we started our first relationship with Worksoft, we had to build the integration between ALM and Worksoft Certify. So, Worksoft was agile enough to build that integration faster. We can see that the technical support team is fast enough to resolve some of the product bugs for any customer queries quickly. The team is open to build any type of new integrations to support the emerging tools available in the market.

I would rate the technical support as a seven out of ten. There is a delay in time zones when we reach out to them. The response is not as quick as we expect it to be with the other solutions that we have. There is definitely a delay in timing, as the speed is lacking.

Our interactions with technical support has not been the best always and there is room for improvement especially with respect to the time taken to respond to cases. However, with the right contacts and reasonable escalations we have always managed to get quick attention on our issues.

The solution's technical support was pretty good. There is a ticketing system and a call system to contact the product's support team.

I rate the technical support a six to seven out of ten.

We use their enterprise-level support and it pays out. We mostly use it for tricky situations. We often talk with 3^rd level, with architects and other experts behind the certify. It gives us good insights. Separate gratitude goes to active key account management on vendor side.

As for our improvement requests, we speak with the community and we speak with architects and provide necessary information. We don’t know do they take it into their backlog or is it just coincidence that Worksoft have provided most of things we asked for. In any case we get what we require for our testing, we in constant contant and we feel that we are listened to.

Worksoft technical support is very helpful, very knowledgeable. Whenever we've had an issue, they've responded very quickly. We don't actually have very many tickets, but whenever we've had them in the past, I've just gone into the portal and I get an email back, usually the very next day. I've never had to escalate an issue.

Their technical support works with us, which is good. Working with them has been a collaborative process.

The technical support is very good. They have always been a great help. With a lot of companies, you can't even really talk to the developers that someones provides you. With Worksoft, you can get a hold of the developers and work with them. It is all very timely.

For any issues, we have to go to the Certify support team. They have a customer portal, and you just need to raise a request on the portal. Based on the priority, you get a response from them. Initially, they provide the solution through the ticket, but if the solution doesn't work, they also schedule a call. If the issue is not resolved in one call, they schedule more calls till they have resolved our issue.

I would give technical support a rating of 8/10, 10 being the highest. Worksoft is very quick to respond and address customer problems identified with Certify.

Usually, we have one contact person for support, who then will contact the Worksoft support. Our contact organizes the people around her. While we have some direct contacts, and most of the time, we receive answers from them. I don't know if there is somebody behind them from the second or third level. 

Sometimes, the support engineers will be unaware of the solution for which a support case has been raised. Their competency or knowledge on the tool could be improved. When calling them, they will see the problem but need a senior engineer who will not be available. We will then be forced to have a second meeting. Waiting for meetings and solutions can be really hard for us because we can't deliver to our customers.

But since last some moths, Customer Support has improved as they conduct bi-weekly follow-up meetings to address our pain areas and expedite the solution for the Support cases which are open.

As an architect, I have to compare the support to other automation tools, there are some free tools, such as Selenium, where there is no support. However, there are some tools, such as Tricentis Tosca, where there is a dedicated technical support team who are available 24 hows a day seven days a week in the chat. We can directly chat and communicate with them. With Worksoft Certify we have to contact them directly and sometimes it can take some time, and the solutions that they provide are customer-specific. That is another challenge because when we have to work with multiple customers, this is another challenge that we face.

The technical support has been good, but sometimes there are little delays. A lot of times when we need support, it's an emergency situation. However, we are able to reach out to our contacts, and they're able to expedite it, which has been very helpful.

I would rate Worksoft's technical support somewhere between a six or seven out of 10. In two-thirds of the cases we get a proper technical support member who has the knowledge to help us with our problem. But at other times we get someone who doesn't really know what he or she is doing or doesn't really understand the issue.

Another big part of the grade I gave is the fact that when you are in contact with the call center, a lot of times there really is a lot of background noise. With the accent, it's already really tough for me in fact to understand them, and with the background noise the problem gets bigger. But I've had also a lot of support from the Germans and from all over the world. Most of them are really capable.

The first line support of this solution are not that knowledgeable. They do not know the products well. They have knowledge of common issues and provide a check list they want you to perform. If the issue reoccurs, they contact another layer of technical support and this is really good. 

For the couple of the issues that we were really scratching our heads over, we were in communication with the technical support several times, but they never got back to us. The issues are not critical because they're not really blocking anything. They're just annoying.

I'll start with our positive experience. We always end up with some kind of resolution whenever we do submit something through support. 

There have been times though where their support has been very slow or difficult, where we end up with a level-one support for what feels like much longer than we should have a level-one for the issues we have. These are high-end issues that mean we can't function. That's been a frustration point for us. We've had to meet with Worksoft to talk about the support that we're getting.

As we start to build better in-house knowledge of some of the caveats of Worksoft though, that support has been needed less. That has made things a little better for us and that's why we focus heavily on training and having supporting documents on what we're doing.

The technical support is pretty good. However, their first response is usually late. Once they start responding, it will be on time.

Our experience has not been good. There are no SLA's for issue resolution which is an issue for a large enterprise customer like us. For us, there needs to be a certain level of reliability and predictability when things go wrong. We are not getting this today because of lack of SLA's.

The level of technical support depends on the engineer who comes to the call. I'm not really happy with it. I want to have quick response for my issues. I'm not the technical person. I'm paying for them to support me. 

They come on, and say, "Oh, so-and-so link is here, go through that link, and make the modifications." I'm not comfortable in making those changes. I want to schedule a call, share my screen, and have them fix it for me. That would be a beneficial time savings for both of us.

The technical support is pretty good. If you open a ticket, they are able to answer it within 24 hours. They are able to support us.

They struggle to provide an accurate solution.

The technical support is good. I would like them to get straight to the problem and provide solutions instead of asking a thousand questions.

I would rate technical support as a seven out of ten. Sometimes, we end up going back and forth with Level 1 support. Usually, if we go back and forth, it is email most of the time, and sometimes it is once a day with 24-hour turnaround. We usually understand what they require and trying to give as much information as possible. We still need to tell them to kick it up to Level 2 support or at least have a meeting with them, so we can show them what is going on. Sometimes, it does get a little frustrating, but once we either have the meeting or get Level 2 support, the issue gets resolved pretty quickly.

The technical support is very good. They are very responsive. When we have created tickets with them, there is usually a 24-hour turnaround time, then we are contacted back. Their interface is good for back and forth communication.

In general, technical support is good. They are collaborative and responsive. The only thing I don't like - and this is the only complaint I usually have for Worksoft - is that the first-level support is not always the best for working on topics. We sometimes need to escalate to second-level support and then we know that we are getting a colleague who is aware of the issue and is not just playing for time.

We already reported this to Worksoft and asked them to find another way or to educate the first-level support or to make sure that the tickets go directly to second-level support if they come from us. The guys on our end who are reporting the issues sometimes know more than the first-level support.

When it comes to second-level support, we are happy. There, we know we will get the help that we need. The colleagues are responsive and very helpful and, from a quality perspective, they are very good.

In the beginning, there were some issues with the integration, it didn't work the way we wanted. We spent some time with the Worksoft team, with the support and engineering team, in adding some enhancements to adapt the solution to our three-tier Solution Manager landscape. But that worked very well.

We have a very good collaboration and relationship to Worksoft. For example, every two weeks we have calls with them. We'll provide feedback and they take it seriously. They usually provide us with updates, with enhancements, with new functionalities that we need. That's working pretty well.

3 out of 10 -- You submit an email, so there's not really a hotline that you can call to talk to somebody on the other end.

Customer service is 4.5 out of 5.

Technical support is 4.5 out of 5.

Worksoft Certify's technical support is a 3 out of 5.

I rate Worksoft support five out of 10. They have some general issues that they're they're not testing, but when we open a ticket, they give us a hot-patch fix. It seems like they're not testing their products enough. On the other hand, Worksoft support has been responsive to our requests. They've addressed the whole list of issues, so we have no more open tickets. Once they escalate something, they're efficient. 

We do have technical support from Worksoft Certify. When we do run into issues, we first see if we can sort them out in-house. If we are not able to, we reach out to them and they look into the issue and sort it out. 

The technical support is very good. They are helpful and provide solutions on time and very quickly.

The technical support level is quite high. We are very pleased with its flexibility of services and response time on issues.

Customer support is always cordial and helpful. There is an annual Certify User Conference, where you get to actually hear presentations from customer support, technical support, and experienced users. You can actually meet and speak with the members of technical support, engineering and management on any issues.

Early on, I needed math capability and literally within a half hour, I was sent an update to allow math using a specific Set action. Now Certify has extensive math, data math, and many other numeric and text manipulation actions. Of course, since Worksoft has grown, they have instituted a formal way of communicating, which has been very successful. I am able to report any issue with an immediate response that it is being forwarded to the appropriate engineer. If I have a high priority, I get immediate attention. That has happened once during a release update, which was addressed and handled within 24 hours, and it was caused by an in-house, user-developed map.

The technical support was pretty sharp, friendly, and responsive. There wasn't anything glaringly wrong with them.

We have a guy from Worksoft sitting onsite. If I have a problem, I talk to him first.

We use technical support quite a lot. I would rate them as an eight out of ten. They're pretty responsive, but it takes a long time to get issues resolved.

Their technical support is very good. They have different aspects of technical support:

• If you're standing up a project, they can be with you every step of the way. 
• When you just submit a ticket, they'll respond to you and get back to you within their service level agreement.

Worksoft technical support is pretty good. A few times where we upgraded, our team members communicated everything to Worksoft well, and issues were resolved pretty quickly. They are pretty supportive. 

With one of our applications where we do check-in, Worksoft is not able to identify the Java-based application. We raised the ticket, but we were unable to resolve this using Worksoft.

I would give the technical support a 3/5 rating.

Customer service is good.

Technical support is good.

The technical support is great. It is very fast with a friendly response. Everything from the initial install to tickets is handled quickly.

Excellent. They always went above and beyond to timely support our needs

We have not used Worksoft’s technical support so far. We have been in “project mode” and received direct support from Worksoft team related to configurations and also for our version upgrade.

9 out of 10

8.5 out of 10, it is quick to respond, but takes time to resolve on some issues (related to #6).

We have created tickets in the past and the support is absolutely fine. Their responses are very fast.

7/10

7/10

Haven't contacted customer service so far.

Good.