Veracode

My team has contacted Veracode support several times, sometimes regarding how to get it set up, sometimes giving them feedback on false positives, and the Veracode team is always responsive and receptive to our needs. Their security support team is excellent at explaining how a potential flaw works and what the path to remediation looks like.

Veracode Support has been great. Any time I have had a question, they have responded in a prompt manner. I'd say nine out of ten times they are able to resolve any issues that have come up with a short email exchange. For issues requiring a bit more investigation, their consultants are tops.

Veracode bends over backwards to make sure that customers are successful in ALL aspects of application security - from lifecycle-related activities to individual application scan activities. When developers have questions, the Veracode Community likely has the answers!

I interact with Veracode Support several times and they provide me a great support. In general, depends on who interact from the other side and some response can be a little tricky. All settle up, the environment works great and that’s what is important with a help from the support team.

Overall, Veracode support is helpful, community support is great, and documentation is available for self-service. Our Customer Success Manager is very helpful and reaches out regularly to see if we need assistance. We have not utilized many of the other resources offered by Veracode, however, in the future we would like to leverage secure coding training for our Development teams.

Vericode has been very responsive to our questions and has been proactive in getting us plugged into any new offerings. They provide regular email blasts for opportunities to participate in webinars and provide much online material for consumption. We have not yet taken advantage of their development training program but have run our top technical software engineers through the toolset training.

I thank the vendor team for continuous support on implementation of tasks and projects. Secure coding training has enabled my team to come up with best solution for most challenges affecting production in the organization. They do a well orchestrated follow-up to ensure the success of most projects after launching.

Customer support and the ability to talk with a security consultant was very handy so that we can better understand the security reports and the results. This allowed us to come up with solutions. There are still some gaps that Veracode needs to resolve such as false positives in the static scanning.

Veracode has an option of consultation call that the developers can schedule any time if they face any kind of difficulties n performing the scans or mitigation of any flaws that may seems to be difficult in mitigating. Moreover it has a well organized FAQ and engaged community to carry on with the queries.

I had one support case open with them about an issue I noticed, but it was nothing. The module list stated that a PDB file was missing, but the PDB file was generated and included in the zip file submitted. However, the PDB file it was complaining about was for a library we didn't have. The support technician was very helpful and gave me a couple of suggestions about how I can improve my submissions.

Veracode offers the developers to call their consultation team anytime if they face any difficulties in either performing the scan or mitigating any flaws that the scan founds. The consultation is easy to schedule. It has a good community where we can shoot our queries. The documentation is prepared in a good, convenient, and understandable manner.

The information, which is Veracode provides about the flaws is very helpful, and teleconsulting is great. You can explain your specific problems, and the consultants have the ability and the time to help. You can get an appointment quickly.

The Customer support is super good, and the consultant did a superb job! Unfortunately, the first appointment was not attended by Veracode. Therefore it took longer than expected to fix the issues. The overall experience was very good, though!

The documentation is poor, and this prevents me from leaving a perfect score. On its own, the documentation is not verbose enough to provide self-sufficiency. However, the level of human support we have received has been excellent. I had challenges trying to get the developer training labs to function properly. As a developer who came into this product fresh, I had difficulty trying to find basic answers, such as what does the scan do? How would it be integrated? Does it use AI? Does it support the latest languages in frameworks? How to integrate it into our CI/CD. What files need to be sent? How would I scan an Angular project that also uses an in-house npm library.
Their marketing website uses a lot of flowerily, catch phrase, buzzword business jargon, but it does not speak to anyone with technical knowledge who is coming in just trying to figure out what it does and how it can help our software development.

Secure code training it's a great option to enable developers in the security world, it's a dynamic platform that helps to understand the vulnerabilities and how to fix them in a real environment, and the documentation contains all the information you need to understand all the functions of the Veracode platform.

Having worked with their support and program management teams now for over 5 years, I've been exposed to many support requests, concerns, and issues. We have even had one negative issue with their support team process, that was immediately addressed at their upper levels, and those upper-level management persons worked with me directly on the concerns. We recently had an issue with their mitigation process, and although it did take time to resolve, it was handled very professionally and escalated to the highest levels to address our concerns. Needs that have arisen from us as a customer have been addressed immediately and worked out with me directly by some of their most senior personnel to make sure our concerns are met. Again, their support services are among the best out there.

Recieved prompt and helpful replies to support requests.

Support has always been very helpful both through using their consultation calls, and the email support.

We have only had to contact support a few times in the nine years we've used their products. For the most part, Veracode has been very responsive either via email or on calls. These requests have either been for something that did not seem to be right in the interface or for scan-finding call-outs.

Veracode support is prompt and always there to help. They are willing to get on a call with you to resolve the issue as much as possible. I have wanted more information from them at times but I have only interacted with a few support staff. They will have to escalate to other team members depending on complexity.

Because they are pretty fast and respond to the request.

Account managers are extremely helpful, always ready to assist with any issues we have. I've seen vendors with account executives that schedule too many meetings and send too many emails in the process of trying to be helpful and I've seen vendors who don't really care about the customers, too. However, Veracode has just the right amount of communication. Neither more nor less. It makes them easier to work with.

Responses from the support team are pretty quick as well.

No replies and emails were ignored from Principal, Customer Advocacy

- Easy to create support cases, right from the platform itself instead of visiting any other website or customer support portal.
- Privilege to create the cases granted to all users of the platform by default instead of restricting to only the Admins.
- Responses/updates to the case very promptly given. Escalation channels available via the customer success managers.
- Delegation of the user-generated cases to the platform admins of the organisation very quickly done, the scope permitting.
- Security consultation, a form of support unique to Veracode, can be very easily availed post-scan.

Account managers, Solution Architect, Pre-sales team are extremely helpful, always ready to assist with any issues we have.