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structured-data-archiving-and-application-retirement opentext All Markets > Structured Data Archiving and Application Retirement

OpenText

2.5 out of 5.0 (2 ratings)

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We have aggregated ratings data on OpenText but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 2 out of 5.0, Reviewed

    Product(s): OpenText Content Suite, OpenText Data Archiving for SAP Solutions

    Support Is Very Difficult

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    They are always adding new features.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    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.

    If you could start over, what would your organization do differently?

    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

    Product(s): OpenText Content Suite

    Negotiation process is slow

    Overall Comment

    Fine. Work with OT VE team very efficiently

    What one piece of advice would you give other prospective customers?

    Always have more than one vendor when pursuing ECM

    What do you like most about the product or service?

    Standarization/integration across sites

    What do you dislike most about the product?

    Professional fees are very high

    What one thing do you wish the vendor did differently?

    No comment. We are still working in the initial phases of the project

    If you could start over, what would your organization do differently?

    No comment. New version has not been implemented yet


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
3.0

Timely and complete response to product questions

(2)
3.5

Pricing and contract flexibility (pricing and terms)

(1)
2.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

Quality and availability of end-user training

(1)
2.0

Ease of deployment

(1)
1.0
1 2 3 4 5
Section
1

Service & Support

Did you purchase a support package from the vendor?

Yes

I’m unsure


Timeliness of vendor's response

(1)
2.0

Was the support package worth it?


Quality of technical support

(2)
3.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
4.0
Section
1

Additional Context

In which region(s) did your deployment take place? Multiple responses allowed.

North America

Asia/Pacific

Europe, Middle East and Africa