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Greetings:
We're debating what is reasonable for a fortune 500 customer to demand from a
high-end firewall vendor in terms of support, and have the following questions:
1. What is the reasonable minimum for response time on a support contract?
2. What are normal parameters for required escalation to a higher level of
support?
3. Is it reasonable to have an absolute contractual deadline for final issue
resolution, and if so, what is a reasonable amount of time for this?
Please note that these questions are in support of the development of ICSA
Labs Firewall Certification Criteria. If you have strong feelings, here is
your chance to let them be known. We may solicit more input on related issues
in the near future.
AL
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| Al Potter Manager, Network Security Labs |
| apotter at-yay icsa ot-day net ICSA Labs |
| (If the spambots learn piglatin...) |
| PGP Key: 0x58C95451 http://www.icsa.net |
| PGP Fingerprint: D3 1D BE 8C B5 DD 12 61 5A 4A 65 32 93 E5 D9 36 |
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