Paul, Thanks for your speedy response.
You are right, I don't understand how your support operates and I don't understand your policies esp. regarding non-US customers. Your support has not replied to me at all after I logged the problem in the GTA support center website. He could have advised me of those policies or given me a support address in Germany. If somebody would have dropped me a short line saying, "Your request was forwarded to xyz in Germany" I would have surely felt better. You don't mention anything about not processing non-US support requests in your GTA support center website. Besides that, by looking at the issue, you can easily see that this is not a question about configuring GB-Ware or something like that. I don't think your reseller in Germany will be able to help much with this problem. BTW, I have been working with and using GTA products since 1998 and have recommended them to numerous customers and colleagues. I'm still excited by your product, but honestly I think the your support policy is making things very difficult. Markus > -----Original Message----- > From: Paul Emerson [mailto:[EMAIL PROTECTED] > Sent: Tuesday, July 03, 2007 6:17 PM > To: Markus Neurohr > Cc: [email protected] > Subject: Re: [gb-users] GB-Ware 4.0.4, Mail Sentinel > Antivirus stopped working after reboot > > Markus, > > I believe GTA provides excellent and responsive technical > support. We have done so for over 15 years with tens of > thousands of customers. I'm sorry you are having problems. > However I think you may not understand how our support operates. > > Actually you don't have a support contract with GTA. What you > do have is a GB-Ware Annual Maintenance contract which entitles > you to upgrades from GTA, not support. Additionally you have > some paid subscriptions. These are not support contracts. GTA > doesn't offer direct support contracts outside of North > America. All support contracts outside of the NA are provided > by local partners. > > Any support request GTA receives for customers outside the USA > are forwarded to the local partner. Your requests were > forwarded to NIIT, our partner in Germany. > > Paul Emerson > > On 7/3/07 at 11:40 AM [EMAIL PROTECTED] wrote: > > >Hi, > > > >I already logged a support request regarding this issue with GTA on > >Sunday, their response until now: NULL! We have a paid > support contract, > >but they really seem to have difficulties providing their service! > > > >Here is the problem: The Mail Sentinel Antivirus is no longer working > >after a reboot of the firewall: > > > >The log contains errors like this: > > > >... > >Jul 3 17:09:30 pri=4 msg="SMTP: Close" smtp_action=pass virus="error > >... > > > >... > >Jul 3 16:50:34 pri=3 msg="kernel: pid 111 (smtp), uid 0 on > /var/config: > >file system full" > >... > > > >Jul 3 16:43:03 pri=3 msg="SMTP: Unable to load Anti-Virus > rules; Engine > >is busy (4)" proto=smtp > >... > > > >Jul 3 16:04:53 pri=4 msg="SMTP: Unable to download > >/var/config/mail/kav/bases/krndos.avc (Unknown SSL protocol error in > >connection to als2.gta.com:443 ; 35)" proto=smtp > > > >I have already tried disabling Mail Proxy, then expert/diskpurge, > >reboot. Did not help. > > > >There was no configuration change. > > > >Any ideas? > > > >Markus > > > >------------------------------------------------------ > >To unsubscribe: [EMAIL PROTECTED] > >For additional commands: [EMAIL PROTECTED] > >Archive: http://archives.gnatbox.com/gb-users/ > > ------------------------------------------------------ > To unsubscribe: [EMAIL PROTECTED] > For additional commands: [EMAIL PROTECTED] > Archive: http://archives.gnatbox.com/gb-users/ ------------------------------------------------------ To unsubscribe: [EMAIL PROTECTED] For additional commands: [EMAIL PROTECTED] Archive: http://archives.gnatbox.com/gb-users/
