Not to keep on this issue, as it is basically mute.
In all cases there are those who are happy with the support and those that
are not. Granted, if you have had a problem that was solved, you will be
happy, but most of us have had less then good success with CP, even when we
HAVE paid the required amounts they ask for, whether directly to them, or to
a company that deals with them as is the case often.
Granted as well that I can chose which kind of support I want out of a
variety of options, but again, if I already have paid for support, why do I
not get what is claimed I will ? Many have had this happen, myself included.
I have learned a whole damned lot from visiting their web site, but I have
learnt more from visiting phoneboys then I have from both the CP site and
the CP Firewall manuals in one.
Where is the extensive knowledgbase that is so important for such a product
?
Where are the SP's that one would expect would be available to all users of
the product and not only the "Special" friends of CP or dealers ?
I could go on and on, but why ?
Personally, I have had only bad support from CP, and the support company I
work with has usually carried the brunt of my anger, when it is not they who
were at fault.
I am extremely pleased that there are people out there who have received the
necessary support, and I hope that this group will grow as time goes on, and
not the oposit.
>From the amount of disgruntled replies to this one posting, I can say that
this is not the case to date.
I love the product, and enjoy using it and learning it, but.....
Mike
> -----Original Message-----
> From: Rick Harkness [SMTP:[EMAIL PROTECTED]]
> Sent: a ea?e 06 2000 15:41
> To: Valerie Harris; Shea, Timothy
> Cc: 'Aaron Turner'; Dameon D. Welch-Abernathy; Michael Louie; Patrick
> Plawner; 'Mike Glassman - Admin'; 'Ivan Fox'; 'fw-1 listserv'
> Subject: Re: [FW1] Checkpoint *sigh* support
>
> Here! Here!...Been there, done that with
> Gauntlet..yuck-o support. Two thumbs up for me. I
> have been extremely satisfied with the support I
> receive from Check Point. On more than one occasion,
> they have pulled my fat out of the fire.
>
> BTW...much can learned from visiting their Web
> site...it appears they have more than one 7x24 support
> offering. Use that browser on your desktop and click.
> http://www.checkpoint.com/techsupport/programs/index.html
>
> Rick
>
> --- Valerie Harris <[EMAIL PROTECTED]> wrote:
> >
> > 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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