K8

On the whole the system could be an absolute game changer, but the quality of support and the overall implementation process is very archaic, slow and not comprehensive. The system configuration and training is provided in one workshop, should a function fail, the training time is wasted, trying to correct the issue. The Kimble approach, does not lend itself well to customers moving from a lesser system and processes and warrants careful review when implementing. The support function is bar far the worst, that I personally have ever come across, they don't know the product, are scattered across the world, there is no joined up thinking. The SLA's which aren't SLA's, more like objectives are shocking for a modern helpdesk / servicedesk, a P3 call to meet an SLO can take up to 23 business days to obtain a resolution. The customer portal provided, is not well thought out. If a bug is found with the software, then a ticket is escalated to the Jira system and goodness only knows when a fix will be reviewed and released. There is no link between Cherwell and Jira, so an Admin can't tell when a bug is reviewed b dev. The overall quality of system is fine, but it is severely let down by the company processes, the PSG resource, and Support staff. There are always exceptions to this, some PSG resources and some support resources are great, but the majority are not.