Hi Joaquin:
I've been using Nokia tech support on Nokia hardware for about the past
year. I've only had to call Nokia a few times, but each time (once at 0400
and once on Sunday afternoon) I have had NO problems getting in touch with a
very competent support engineer. All of my calls were escalated up to tier2
and tier3, and I have always been highly impressed with the engineers I have
dealt with.
One of the rumors I heard was that Nokia's support was better than Check
Point's. I fully agree with this and am now up for support renewal. I'm
fighting to get Nokia again this year.
Good luck!
-john
> -----Original Message-----
> From: Joaquin Tejada [mailto:[EMAIL PROTECTED]]
> Sent: Thursday, March 08, 2001 4:58 PM
> To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
> Subject: [FW1] Nokia's role in supporting Checkpoint
>
> I just learned that the support that you get from Nokia will cover third
> party applications (ie. Checkpoint). That means one does not need to get
> a Gold/Gold Plus/Platinum support from Checkpoint which we all know cost a
> lot of money.
>
> Advantage: you save money in support cost.
> Disadvantage: you dont know how good is Nokia in supporting Checkpoint.
> In the end, you can always go back and buy the support if you are not
> happy with Nokia in supporting CP.
>
> I guess my real question is:
> Does anyone have any experience in dealing with Nokia when you have a
> problem/question about Checkpoint? If so, please share your experience.
>
> I'd appreciate any feedback.
>
> Regards,
> Joaquin
>
> From my vendor:
> Part Number: NSP 5002 XXX for (5X8) or NSP 5001 XXX for (7x24)
> The services feature the following elements (no on-site support
> element is provided by these services):
> * Nokia Software Subscription service (for Nokia software only,
> Third-Party Software Subscription sold separately)-maintenance release
> updates and error correction, secure access to Nokia Support Web
> * Hardware Advance Replacement (AR) service--with next business day
> (NBD) shipping of replacement unit
> * Technical Assistance on Nokia and third-party applications running
> on the platform
> A choice of 5x8 business hours or 7x24 enhanced coverage
> providing:
> Special end-customer direct Technical Assistance with full Nokia TAC
> access , and
> Nokia Support Web- Full Access comprised of:
> - Telephone and web-based assistance,
> - Full secure online access to support database to view and enter
> cases,
> - Online access to Knowledge Base, online RMAs and Agreements and
> product documentation,
> - Proactive notification services for new releases, alerts and updates
>
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