These questions are predicated on the kind of support call.
There are 2 main types of calls.
1. How do I implement x
These often can be in the manual, FAQ's but may have never been done before.
2. I am running x and it doesn't work any longer or quite right.
These require more detective work because the particular set-up is required.
The first group should be within 4 hours and preferably faster.
The second group requires the vendor to have a proper escalation policy and the staff
who know what they don't know.
A good vendor handles the first group readily. A top vendor handles the second
almost as fast but I would expect to pay more for that kind of support. Questions of
the first sort should have a deadline and should be always resolved (even if the
answer is "We don't support H.323 so no you can't").
Questions of the second should have a resolution path and policy of ensuring
customer support but they can't really have a deadline.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of Al Potter
Sent: Tuesday, January 23, 2001 17:19
To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
Subject: Response and resolution times
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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 |
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| PGP Key: 0x58C95451 http://www.icsa.net |
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