I
absolutely agree about the support and even NAI admit its crapp, supposedly
working on fixing it. I have spent an hour on the phone holding and not
got through, but that was Virus Scan support answered in USA I believe.
Groupshield support, I get answered very quickly and resolved quickly, but then
again that is dealt with just down the road from us in the
UK. On this customer site which I support, we now buy the
product from a supplier who provide their own free Tech support on the
products..(so everyone admits support from manufacturer is crapp, even the
resellers). My personal opinion is that it all started going downhill when
Dr Solomon's sold out.
However, support is not product. I work for a
consultancy firm too, we have major contracts across the UK. Other sites
including our own office using Norton and other AV products, have been hit with
Nimda, Sir Cam, Loveletter etc. In the three and a half years that I
have been responsible for this customer site and one other where the customers
have NAI, not one virus has got through to a user or back out again, (no I don't
just rely on NAI to advise me of virus infections, so I would know
). Maybe we have been lucky, or maybe it's the way the site is designed
and run, who knows. We constantly receive virus's even from our own
international sites (no Global policy in this company) but as yet, nothing
passed on through here. As you say, you purchase a product, register and
get no support. I agree, that is totally PANTS. But don't throw the
baby out with the bath water. NAI ain't perfect, but neither are
any of the other products available. I can understand
though how it might be a problem for a smaller company or consultancy's even
(like a few of these one man bands out there) where they don't have the
expertise and resources to solve things internally. So maybe NAI is not
the product for small sites.
Anyway
I totally agree about the support, just thought that after the avalanche of
vague comments about the product that maybe a little perspective was
needed.
Steve
Brook
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