I am doing an evaluation of Compuware's TestPartner. Currently their support and assistance has been exceptional. Can I depend on this level of support to continue if I purchase their product.
Some tools may have great support during and evaluation but quality and speed of support may decrease after purchase.
Any help would be greatly appreciated. Thanks in advance,
There is no distinction between customers and prospective customers within our approach to Technical Support. In other words, if you found the Support to be very helpful during your evaluation of the product, I would expect that level of support to continue.
QARun, Product Line
Sales Support Manager
I can't speak for their TestPartner group. Different products seem to have differences in quality (or speed) of support.
We use QA Run and FileAID C/S mostly. Response time on mission-critical problems is speedy, but the answers may not be that speedy. I went round with one problem in QA Run for months and finally figured it out myself. I'd have to say that 1/3 - 1/2 of problems we've had, we figured it out before they did.
I must add that through it all, I have been very impressed with their products scope and reliability. I believe Compuware is committed to their clients.
A problem is a difference between what is perceived and what is desired, that
we want to reduce (Dewey 1933)
I have no complaints about the support given for QARun. We had problems when we first wanted to install the license keys but as long as they knew the impact to our business, they worked to resolve the problems. One time we wanted to upgrade to a new version and it meant that databases had to be converted. The conversion killed all events so the existing scripts could not run. By the end of the day their support had a new version to download and it worked fine. So no complaints!
I have found it depends on the tech the call is assigned to. I have had several issues with QA Run, and I have had techs who stayed on top of the issue, and got back to me quickly and updated me on everything. I have also had a tech who was out of the office more than he was in, went on vacation, never called to update me, and forced me to chase him and pursue the information through others. That particular issue lasted over a month with no satisfactory resolution.