( SNUG 07 Item 2 ) ----------------------------------------------- [03/25/08]
Subject: Synopsys Local Support
LOOKING GOOD -- The majority of Synopsys users seem to be consistantly happy
with the local support they get from Synopsys:
2005 - "What do you think of Synopsys local support in your area?
Are they around after you've bought their tool (Y or N)?
Yes: ####################################### 77%
No: ############ 23%
Are they helpful (Y or N)?
Yes: ###################################### 75%
No: ############# 25%
2007 - Are they around after you've bought their tool (Y or N)?
Yes: ###################################### 73%
No: ############# 27%
Are they helpful (Y or N)?
Yes: ################################## 68%
No: ################ 32%
In fact it's kind of creepy how consistant the data is 2 years apart.
2005 - "What do you think of Synopsys local support in your area?
(choose one) Pretty good, so-so to mixed, or pretty bad?"
pretty good: ############################### 62%
so-so to mixed: ################ 31%
pretty bad: ### 7%
2007 - "How would you rate Synopsys local support in your area?
(choose one) Pretty good, so-so/mixed, pretty bad?
pretty good: ############################# 58%
so-so to mixed: ############## 27%
pretty bad: ######## 16%
Some of the user gripes are personnel based; Synopsys has the usual mix of
"good" FAEs and "no-so-good" FAEs and newbie FAEs that any company has.
Some support is great or awful simply because of where your office is.
And, of course, there's also that old story that the big money customers
getting most of the "love" while the little guy gets the scraps.
---- ---- ---- ---- ---- ---- ----
Synopsys support while evaluting them was: "We're Synopsys, we own the
synthesis market, that's why you should buy from us." Our support was
in Silicon valley. When evaluating Synthesis/P&R, the Cadence people
were the best, Magma second, and Synopsys a distant third with key
requirements in the benchmark were glossed over.
- David Schwan of Sirenza Microdevices
I'm at a large company, so the support we've seen is top of the line.
I noticed this change about 5-6 years ago when we finally became one of
the top customers. Before that we rarely saw Synopsys support.
- [ An Anon Engineer ]
so-so/mixed. We used to be a huge Synopsys customer but decided to switch
paths and we have noticed a decline in support since the change.
- [ An Anon Engineer ]
Local support is very strong at all times. There is a slight variation
depending on where the customer is in the renewal cycle.
- Jonathan Bahl of COT Consulting, Inc.
so-so/mixed - the FAE's varies wildly in competence from best-in-class
to incompetents who need to call headquarters to start DC...
- [ An Anon Engineer ]
Pretty good. They're helpful. Glen Boyer (Dallas) has consistently
been a tremendous technical asset.
- [ An Anon Engineer ]
The Synopsys support in Michigan is minimal and are no help except
for some remote Chicago customers.
- [ An Anon Engineer ]
I'm in Portland, OR now, and they have a good FAE team here - support
is outstanding, and yes continues after purchase.
- [ An Anon Engineer ]
We have local support? I've only entered support tickets through
SolvNET and they've been very responsive.
- Tom Mannos of Sandia National Laboratories
Support is pretty good.
Post sales service: Y
Useful: Y
- [ An Anon Engineer ]
Pretty good in Moscow, Russia
- [ An Anon Engineer ]
So-so/mixed. I've had some really good support people and some that had
no clue what they were doing. Yes, they have been around a lot after we
bought the tool and Yes for the most part they are helpful.
- [ An Anon Engineer ]
Excellent in Austin, Tx!
- [ An Anon Engineer ]
Pretty good and, yes, they are around. Considering we are not a big buyer
of Synopsys tools (just enough licenses to support one ASIC development),
they are still pretty good about support. I do consider them helpful.
- [ An Anon Engineer ]
Varied. Our after-sales support seems to be tied to the individual AC.
Some are helpful in general (pre- and post-), some aren't helpful at all.
- [ An Anon Engineer ]
so-so/mixed
not really around after the purchase and take some time to react but
after they become helpful. when compared to other, could do better.
- [ An Anon Engineer ]
Pretty good. We have an AE on site many days. He has been very helpful
in the past.
- [ An Anon Engineer ]
Pretty good in spite of being in a large geographical region for them
(US Central, which seems to be east of Rockies to the Mississippi).
I call them whenever I feel I need to (especially the DFT guy these
days) and they respond quickly and are generally quite helpful.
- [ An Anon Engineer ]
Pretty good. They have always tried to help when I've asked but I don't
ask too often.
- Jared Bytheway of Cirque Corp.
Mixed. No local support in Idaho, but local on-site support in CA.
Our company has strict restrictions on sending out test cases with
any possibility of containing IP. Synopsys has setup secure servers for
us in addition to providing on-site support. Sometimes response is
slower than we'd like.
- [ An Anon Engineer ]
Only use the support center and SolvNET these days. I'm not even sure
who our local support is. So I guess that means that aren't around
after tool purchase.
- [ An Anon Engineer ]
Terrible. Post sales is available - but with very low expertise & low
availability to non-CPU teams. Not very helpful (but better than
central support)
- [ An Anon Engineer ]
I like their support. I think they have learnt not to ask their
standard questions any more, "Can you run with latest version? Can you
give us the testcase?" Instead, they seem more willing to talk about
what's going on.
- [ An Anon Engineer ]
Generally Synopsys is better at responding to issues. With Cadence it
takes much longer to get through to people who can actually answer your
question. It's very annoying when your time is being wasted by people
who don't have the correct technical background.
- [ An Anon Engineer ]
Northern Germany - so-so to good but not for lack of enthusiasim.
France - pretty good.
UK - pretty good.
- [ An Anon Engineer ]
Local support: so-so/mixed
- [ An Anon Engineer ]
Our technical contact/coordinator at SNPS is really good, but the AEs or
consultants he assigns differ greatly. Some AEs are very good, some miss
the experience. I haven't seen real bad ones yet. The bad thing is that
for some tools there are no support peope in Europe and for some tools,
e.g. Astro, there are only few people. If they are not available the
time you are running into tool-problems, you're lost.
- [ An Anon Engineer ]
Local support is very good in the Minneapolis area.
- John Stiles of Silicon Logic Engineering
I've NEVER seen them here. We've submitted more than a few incidents,
but always get SynopBOTS from India, never followup from the local guy.
- [ An Anon Engineer ]
The local Synopsys support in the Twin Cities is very good. They are
always around and helpful.
- [ An Anon Engineer ]
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