Well, having used other products, I think that Checkpoint's support is one of the
betrer ones (anyone tried Gauntlet? man.....). I have had problems, and they have
been really helpful. It is nice when a support staff follows up with you more than
once a day, and volunteers to call you in the Asia Pacific region to help solve
things (which they did for me). However, it is really tough to get support if you do
not have a ticket nmber, coz then they will NEVER respond :)
Although it is true that they often say that 'if that is all the information you can
provide, then there is nothing I can conclude from this point. Let us know if the
problem occurs again, and provide us with ..... info.'. But when they do have soem
idea as to what the problem is, they really do go otu of their way, or does it
depend on which engineer responds to your call at their support centre? :)
Aynways, a thumbs up to Checkpoint!!
"Shea, Timothy" wrote:
> Yes - and then you are forced to leave a message for a phone call back.
> Didn't help me while I was in Japan trying to work on a problem.
>
> I have had to use checkpoint support twice in the last 4 weeks. Both times
> - I was able to fix the problem on my own while I waited for Checkpoint to
> get back to me. To their credit - the intial call back was always within 24
> hours however followup and troubleshooting was poor.
>
> This from my last call:
>
> "From the information you described, I can not think of a reason why
> the VPN did not work. please keep me informed if this happens again."
>
> My confidence is just overflowing.
>
> I do think Checkpoint is an excellent product and I am rolling it to more
> sites and product support is my only real gripe.
>
> t.s
>
> -----Original Message-----
> From: Aaron Turner [mailto:[EMAIL PROTECTED]]
> Sent: Monday, June 05, 2000 2:55 PM
> To: Dameon D. Welch-Abernathy
> Cc: Michael Louie; Patrick Plawner; 'Mike Glassman - Admin'; 'Ivan Fox';
> 'fw-1 listserv'
> Subject: Re: [FW1] Checkpoint *sigh* support
>
> You can also call the support number and give them a credit card number.
> They'll charge you $400 per incident last time I asked.
>
> --
> Aaron Turner [EMAIL PROTECTED] 650.237.0300 x252
> Security Engineer Vicinity Corp.
> Cell: 408-314-9874 http://www.vicinity.com
>
> On Sun, 4 Jun 2000, Dameon D. Welch-Abernathy wrote:
>
> >
> > On Sun, Jun 04, 2000 at 10:06:32AM -0700, Michael Louie wrote:
> > >
> > > Since Checkpoint software is "commited to provide the higest quality of
> > > support", I would like to ask one question. Why is there no 24/7
> > > support?
> >
> > They offer this service. It's called Platninum Level support. It's
> expensive
> > as I recall, but they do offer it.
> >
> > -- PhoneBoy
> >
> >
> >
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