I'm not so happy with the support team. We always get tier-one support. It's just a waste of time. Tier-one support provides no advice other than collecting the issue details, screenshots, or gathering logs. Then, they start reviewing the issue. It can take a week before someone can actually start digging into my issue details. That's been the case for a while. I hope OpenText can do better in this area. If we have an urgent issue, unless we escalate, we won't get someone with the right expertise to get into that issue immediately. I wouldn't give any good ratings for tier-one support. OpenText has really good people that I worked with over the years on different applications. There's always a specialized and dedicated person who knows what to do and can resolve the issue. However, it takes time to get to that person.
