I just recently evaluated several requirement and repository tools and decided on TestDirector (QA Center).
I just recently installed and setup my domains, projects and users (pretty simple).
I went off to work with the demo database and the Document Generator. With the User guide showing me the way I began generating snapshots and full reports. As soon as I attempted to change the default options for each of the selectable items (Requirements, Tests Scripts, Etc..) There was total anarchy with the tool. Links and screens were stuck, error messages were popping up and Graphs were rendered as HTML.
I worked my way through most of the bugs and reported then back to Mercury by way of the Sales Account manager for our location and the support team.
Support was weird. They read back everything that I told them that I resolved as if they were telling me how to resolve the problem. Then they asked me to trouble shoot my client machines. My newly installed clean client machines that were running the Demo database.
Well I tried to be nice and tell them that I was not interested is resolving there QA bugs with their database. I mean this simple task should have worked right out of the box.
I can go on and on but the issue is trivial. What I want to know is everyone getting strange responses or poorly handled responses from support and am I incorrectly assuming that I'm going to be running into a bunch of trouble with this app.
I just spent a bundle on this and If you folks are dissatisfied with the app then maybe I should be looking for an alternative before we commit to many man-hours. Let me know if I just need a good boot in the can.
support is ordinary from what I have found. It is better dealing with your vendor that sold you the product if it is not mercury, and set up an SLA with them, as you are paying a big fat maintenance bill per year you should be getting quality support
My experience with Mercury support: They are ok on the simple questions. It takes time to respond, especially if you are using their websupport but I guess this applies to most support.
The supportstaff are rarely able to answer on "difficult" questions (e.g. some that might relate to your specific configuration). The advice is to be persistent, reply politely and wait for your request to be taken to level 2 and 3 support. Mercury do have some pretty good supporters but they do tend to "hide them".
If you have a somewhat ****** matter you should always create a request on mercurysupport website and immediately contact your local vendor. Then they can speed up the process.
I have no complaints either. I have learned one thing though, on the initial bug report, don't tell them what you have done to try and fix it. They will have you do it all again as if they didn't read your original report. Then when they come back with what to do, fill in the blanks from your experience and shoot it right back at them.
It would seem that there is an issue with your server. If your client machine is XP SP2 you have a problem.