On Wed, Jan 24, 2001 at 09:53:52AM +0100, Volker Tanger wrote:
> > 1. What is the reasonable minimum for response time on a support contract?
>
> If you see the firewall as whole system you could have a look at the hardware side
> (even if only for comparison). E.g. if you choose a mid-class Sun support contract:
> reply within 2 or 4 hours, engineer (with spare parts) on-site within 24h latest.
well, since the costs of a support contract are closely related to the
response time it is not a question what is a reasonable response time, the
question is, how important is your firewall. Even a fortune500 company has
networks which are not mission critical. So if you can live with a downtime
of 2days.. why dont you save the money...
Of course if you will suffer great costs if you have a downtime of a few
minutes (or seconds) you have good arguments to pay a contract. Might be a
bit easier to get ppl react quickly if they actually "manage" the firewall.
I dont work in a Fortune 500 Company and we only use a normal ISP
connection. But I enjoy the fact that the NOC of that ISP is a bit
overpopulated by manpower, so I once in a while get a phone call from my ISP
that the router is not working BEFORE i get a phonecal from my co-workers :)
Greetings
Bernd
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