Support can be contacted either via email or phone, unfortunately there is no chat support. Phone support is fairly immediate and representatives are generally knowledgeable. Email support, however, can be frustratingly slow - with responses sometimes take over a day. Fortunately, I've experienced very few problems with Bitdefender that have required the need for support.
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Anytime I have had to reach out, the response time via email was very quick and the support techs were very helpful.
Support is an area Bitdefender has always struggled with. While their products work great, the GravityZone dashboard is very technical in nature. If you aren't IT inclined, it could be difficult to setup. While most times support is helpful, we tend to work with them over email because of their very thick accent, they are hard to understand over the phone.
Decent amount of knowledgebase articles online, but no real training or support while setting up the system.
The support team for Bitdefender GravityZone is very quick in responding on tickets and also in providing a solution (or temporary workaround). Luckily, we didn't have to contact them very often.
I do not like the immediate response. The delay from emailing questions/resolutions can take days instead of an hour if there was phone support more readily available. Even on a chat you can get answers quickly. Many times it is harder to explain an issue in depth in an email rather than discussing on the phone.
This is one area where I feel Bitdefender GravityZone could use some work. It's more hit and miss. We've had times where we've gotten some great tech support help. Other times we are quickly referred to YouTube links (which my network admin watched before calling). Other times, we're given answers that are a quick response but not exactly troubleshooting the problem. For example, we have an issue where we are seeing multiple entries of our endpoints in the console. We asked why multiple entries were showing up and what we could do to resolve them. The tech support agent suggested to set up a rule to delete old entries. However that would not be efficient, as an endpoint may not be on for quite a while before it is turned on and contacts the system again. We want a solution for a problem, not a quick-fix answer that doesn't really address the problem at hand.
Sometimes support can be hard to get in contact with and the response times are slow. We hardly need support though.
Support response time is email only and tends to run a little on the slow side. Luckily, Bitdefender GravityZone is such a solid piece of software that support is rarely needed.
Support can be slow however DIY documentation is decent.
I have had zero issues with support. In fact they went over and beyond for us when we called in.
The responses are good, but the turn around is way too slow. Sometimes it takes more than 24 hours for a response and in most cases they always ask for a support collector to be run. As mission critical as threat defense [is] in today's world, a more responsive support would be more desirable.
I believe it is focused on IT professionals. We are not IT professionals so there is a learning curve. Usually, a delay in support responses and I do not believe phone or chat support is offered. Tech docs written for non-IT professionals might be beneficial as quite often small businesses do not have full-time IT people and it falls on owners/managers.
They have been very responsive and helpful the few times we needed their assistance.
Bitdefender has always responded quickly to any request that I've had (I haven't had too many though...).
While I have only had a few questions for them, Bitdefender GravityZone staff were always quick to reply and very thorough with their answers. They were easy to understand and communicate with and genuinely wanted to help, not just answer phones and emails because it is their job. Good people.
Service is mediocre. I don't have any reason to be strongly for or against it. I will have to say that their post-support emails get to be too much. Yes, I could just reply and have them closed, but 6 reminders are a bit much.
Honestly, unless you have had the privilege to have worked with Gravity Zone as I have in an IT environment, it would be near impossible for a lay person to even know how to get started. Finding customer support is near impossible as well. When I contact CS, I was bounced around until someone finely told me they could not help me and I would need to work with an independent vendor who was not going to offer any outside contacts until I asked.
I had an issue where they were blocking my company website. Took them a week to remove it. I updated my policies to whitelist it, but it was still annoying. All they said was it was a mistake.
There has not yet been a real need to consult support.
The support is great and the product is fantastic too.
They reach out a lot and any question I've had is answered almost immediately.
We haven't really needed any support on GravityZone as it has just been working. I do know that we had good support during the initial phase of implementation.
I would have given it a 10 but had issues with the malware.
It can be very hard to get ahold of them. I've had plenty of tickets and emails with 0 response.
Bitdefender GravityZone combines multiple security services into a single platform to reduce the cost of building a trusted environment for endpoints.
- Supported: Anti-Exploit Technology
- Supported: Endpoint Detection and Response (EDR)
- Supported: Centralized Management
- Supported: Hybrid Deployment Support
- Supported: Infection Remediation
- Supported: Vulnerability Management
- Supported: Malware Detection
Bitdefender GravityZone Demo
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Reviewers rate Malware Detection highest, with a score of 9.1.
The most common users of Bitdefender GravityZone are from Small Businesses and the Information Technology & Services industry.