2 out of 5.0, Reviewed Nov 21, 2016
Basic content management has been reliable. We have experienced several bugs with advanced features. These seem to be due to new modules or features not being tested with the full product. There are also overlapping products which causes confusion about which technology is the long-term supported technology. Support is segmented. For example if you open a support ticket, you might be sent back and forth between the Content Management group and the Archive group. OpenText support is also very strick about the scope of their tickets. When you describe a problem, there is an initial assessment as to what the problem is. If they determin the issue is not with the initially identified module, they will close the ticket noting that the product works. Customers must then open a new ticket. Bugs are logged, but support does not follow up if the bug is fixed.
Stick to the core product and don't depend on customizable features. The product seems to be updated by multiple small teams so there isn't an official version that is 100% functional. This makes troubleshooting customizable reports very difficult. Normal maintenance and troubleshooting requires at least one business user and one technical user even for smaller deployments.
They are always adding new features.
Support is the most challenging aspect of OpenText. Products are released with multiple issues and support generally requests logs to be evaluated, then they escalate to another group that labels the issue as a bug and the issue is not resolved. Customers have to follow up with support to get timely updates on tickets, however if the customer doesn't follow up with support, the ticket is automatically closed after 3 days.
Better quality testing before new version releases. Current versions always have multiple bugs, but often bug fixes are incorporated into the next release. This leads to a cycle of installing updates to fix old issues and create new issues. If better quality testing isn't available before a new release, then a stronger committment to fixing bugs in older versions even for small customers when the bug is related to a core feature.
Stick to the core product and don't depend on customizable features. The product seems to be updated by multiple small teams so there isn't an official version that is 100% functional. This makes troubleshooting customizable reports very difficult.
3 out of 5.0, Reviewed Nov 17, 2016
Fine. Work with OT VE team very efficiently
Always have more than one vendor when pursuing ECM
Standarization/integration across sites
Professional fees are very high
No comment. We are still working in the initial phases of the project
No comment. New version has not been implemented yet