CP support goes through what almost any support center goes through. Evertime they get a star on the phone it is likely that they move this person to QA, bench, training, pro services, advanced support, etc. In otherwords, they get a promotion.
I've been a tech support manager for a software company, and I could never keep a superstar on the phones for long. Naturally, management would want to promote them, and I had very little to offer to keep someone on the phones taking call after call, problem after problem, day-in and day-out. In fairness, CP does have certified support partners (CSPs). Many CSPs have security engineers on the phones handling support calls. The same guys that go out and plan, design, and install stuff are usually the same ones that take your support calls when they are not in the field. Also, most CSPs charge the same for their support services as does Check Point, and many offer 24x7 support. If you are not happy with Nokia or CP support, then try a local CSP. -fwguru On 4/25/05, Klomp, H. <[EMAIL PROTECTED]> wrote: > As I image from your username, your more a Cisco freak than a Checkpoint. > That's ok by me, but I can tell stories of > Cisco that are just as horrible. > > In every organization there are mishappenings like these. The challenge is to > motivate your TAC engineer to get the job > done. > > In de past we had a service contract for the Checkpoint software through a > vendor, now we have our service support > through Checkpoint. From all of our calls to the vender, none is solved by > the vender. From all our calls to Checkpoint, > all are solved by Checkpoint. > > Regards, > > Bert Klomp > > -----Original Message----- > From: Mailing list for discussion of Firewall-1 [mailto:[EMAIL PROTECTED] On > Behalf Of > cisco4ng > Sent: vrijdag 22 april 2005 14:06 > To: [email protected] > Subject: [FW-1] Nokia and Checkpoint TAC supports are the worst in the > business? > > Hi All, > > Is it just me or everyone shares the same feeling I have > that both Checkpoint and Nokia TAC are absolutely horrible. > Everytime I open a TAC case with Nokia, here are the typical > response that I get from Nokia TAC engineer: > > 1) Please provide an output of the ipsoinfo. When I told the > TAC engineer that the firewall has very high cpu usage, > running ipsoinfo will crash the firewall, he assured me that > it will not and kept insisting that I ran ipsoinfo. Guess > what, it crashed the production firewall. > > 2) There is a bug in the currently release of ipso that you're > running, please upgrade to the latest version. We, Nokia, > don't know if it will fix the problem but you can try. Do I > really need to call Nokia for this crap? > > 3) The currently checkpoint release you are using is not > up-to-date. Please upgrade. Not sure if it will fix the > problem. > > 4) The Nokia resolution is NOT correct. > > 5) We need cpinfo output from the management server but we > don't know how to do this so you're on your own. > > Here are a typical response from Checkpoint TAC: > > 1) Please do some very dangerous on your Provider-1 production > environment. We're not sure if it will fix the problem. > > We've NOT tested it yet but we think it will fix the problem. > 2) You can have a open checkpoint TAC case and the engineer > will work on it whenever he/she feels like it. > > 3) Checkpoint TAC engineers are absolutely horrible (with the > exception of Rajeev Gupta. It is unfortunate that Rajeev no > longer works there. Rajeev was the superstar of Checkpoint TAC). > > As someone who has worked with Checkpoint Firewalls for almost 5 years > and Cisco IOS, Pix, and VPN concentrator for the past 7 years, I can > tell you that Cisco Pix firewall is not as good as Checkpoint but Cisco > TAC engineer is the best in the business. Cisco will throw all resources > available so that they can solve the problem and make customer happy. > > I helped someone in this group to setup a site-to-site vpn between > cisco Pix and Checkpoint and that person told me Checkpoint TAC will > charge his company $500US for every hour of tech support with NO > GUARANTEE that they can get it to work. A pretty hooker still costs much > less than $500. > > I, myself, have two open tickets with Checkpoint for almost 3 months > and they are still pending with no resolution. > > Am I the only one in this group who feel this way or am I being too > hard on both Nokia and Checkpoint TAC engineers? > > Please share your comments. > > cisco4ng > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > > ================================================= > To set vacation, Out-Of-Office, or away messages, > send an email to [EMAIL PROTECTED] > in the BODY of the email add: > set fw-1-mailinglist nomail > ================================================= > To unsubscribe from this mailing list, > please see the instructions at > http://www.checkpoint.com/services/mailing.html > ================================================= > If you have any questions on how to change your > subscription options, email > [EMAIL PROTECTED] > ================================================= > > ================================================= > To set vacation, Out-Of-Office, or away messages, > send an email to [EMAIL PROTECTED] > in the BODY of the email add: > set fw-1-mailinglist nomail > ================================================= > To unsubscribe from this mailing list, > please see the instructions at > http://www.checkpoint.com/services/mailing.html > ================================================= > If you have any questions on how to change your > subscription options, email > [EMAIL PROTECTED] > ================================================= > ================================================= To set vacation, Out-Of-Office, or away messages, send an email to [EMAIL PROTECTED] in the BODY of the email add: set fw-1-mailinglist nomail ================================================= To unsubscribe from this mailing list, please see the instructions at http://www.checkpoint.com/services/mailing.html ================================================= If you have any questions on how to change your subscription options, email [EMAIL PROTECTED] =================================================
