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Absent Member.
Absent Member.
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How would you rate ArcSight technical support from HP?

I'm curious to know what everyone's experience is of the tech support from HP for ArcSight.

Please rate it from 1 to 10 with 1 being the worst and 10 being the best. Also please feel free to share any experiences and suggestions for improvement.

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Frequent Contributor.
Frequent Contributor.

Re: How would you rate ArcSight technical support from HP?

Hi, I have been working almost 5 years with ArcSight and can say the level of support has declined since HP took over ArcSight.  This same feeling is shared by all of our customers.   Today I will rate it to 5.  I suggest the following based on my experience:

- Create a formal process for trouble shooting ArcSight and make all tech support follow it:   Whenever you open a ticket, you can feel that the handling of the incident always depends on the person who is assigned to it.

- Improve the ticketing system:

- Better training for 1st level tech support specialists.

- More interaction from the HP ArcSight team in this forum.  My first source of information is the protect724 where I have good chances to get a correct answer quickly and also learn about issues that others are experiencing.   I my opinion, Palo Alto Networks has a great interaction from their internal team with the user's forum.

- Provide more formal best practices for arcsight products.  Take IBM Red Books as an example.

- Provide more tools and content that users can use to support ArcSight.   We Analyze by Ohr Cohen is an example of a tool that was kindly shared by an external user when it should have been provided directly by ArcSight.

This are my suggestions.  Really hope that ArcSight can improve support and innovate with the new versions of the products.

Regards

Mario

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Knowledge Partner Knowledge Partner
Knowledge Partner

Re: How would you rate ArcSight technical support from HP?

You should start a Poll for that.

For my part I would rate the support at around 2.

My first suggestion for improvment, show your tech support how to read a ticket properly so they dont ask questions that you already provided info on the first line of the ticket and that after been waiting for 2 days.

Ex:

Ticket

We are using ESM version 5.5 and are having an issue with...

Reply two days later:

What version of ESM are you using?

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New Member.

Re: How would you rate ArcSight technical support from HP?

I'd review this thread for some thoughts:

Cheers,

A

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Absent Member.
Absent Member.

Re: How would you rate ArcSight technical support from HP?

Eric I am experiencing the same thing. Open a ticket, it gets kicked around for a day or so until it finally lands with an engineer that asks me to run a command to tell them a version number that was already provided in the very opening of the ticket. This seems to be the norm. The biggest issue I am having is getting someone on the phone. When you call in you should be able to get someone technical on the line. Being told they can't put you through but will ask the engineer to call you back should be the exception to the rule. And when that happens they should set an expectation of a set time frame for a call back. Instead I can't get any answer to when they will call so I'm left hanging for some indefinite period of time and it's left to me to call them back later after I haven't heard anything. That is terrible customer service.

I have to say, I've worked with some great engineers who really took ownership of my problem and saw it through to resolution so not a knock on them but the process of getting to them in a timely manner isn't working.

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: How would you rate ArcSight technical support from HP?

The support sucks...

And we have raised concerns so many times, lots of people have promised to improve it but still the support sucks.

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Absent Member.
Absent Member.

Re: How would you rate ArcSight technical support from HP?

I say as long as you are still using their product, they won't take it seriously. This is like an amateur-run support organization, their management really needs a shake up.

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Contributor.
Contributor.

Re: How would you rate ArcSight technical support from HP?

Support is still lacking in so many ways.  Its no wonder the service are getting spun off.

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Outstanding Contributor..

Re: How would you rate ArcSight technical support from HP?

HP ArcSight support has improved little in last 1-2 years but it still sucks :-((

I faced one big customer who switched from ArcSight to Q1 because of poor support.

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