On Wed, Jul 09, 2008 at 08:50:50AM -0500, Boyd, Benjamin R wrote: > I agree, the web interface with Juniper is far superior to Cisco's. > For any "non-critical" issue I rarely even have to speak with JTAC it's > all accomplished via e-mail/messaging.
On the Netscreen side of the fence, it's a different story... Everyone seems to be @juniper.net, but first and second tier support are typically rather bad. We've asked a lot of rather sophisticated NSRP questions over the years, and it's pretty evident that their NSRP techs don't have that much experience. I've had to argue with techs to have them escalate a question that they obviously didn't understand. On the other hand, there have been two or three occasions over the years where I have had to open an emergency case due to firewalls crashing repeatedly. In each of these cases, JTAC has quickly and effectively escalated my case to someone with not only superior knowledge and experience, but someone with access to things like interim software builds that fix known issues. In the worst example of this, I had a new build of ScreenOS that fixed the issue in under 10 minutes. So while JTAC is occasionally like pulling teeth, I'm kind of willing to grin and bear it since when we've *really* needed them, they've come through. That's more than I can say for our emergency cases at Cisco, where we've been told BGP updates cause memory fragmentation and we just need to reboot sometimes. Or my personal favorite, "cosmic rays". Ross -- Ross Vandegrift [EMAIL PROTECTED] "The good Christian should beware of mathematicians, and all those who make empty prophecies. The danger already exists that the mathematicians have made a covenant with the devil to darken the spirit and to confine man in the bonds of Hell." --St. Augustine, De Genesi ad Litteram, Book II, xviii, 37 _______________________________________________ juniper-nsp mailing list juniper-nsp@puck.nether.net https://puck.nether.net/mailman/listinfo/juniper-nsp