I would second Aaron's comment/experience.
----- Original Message -----
From: "Aaron Turner" <[EMAIL PROTECTED]>
To: "Peter Goodridge" <[EMAIL PROTECTED]>
Cc: "firewall list" <[EMAIL PROTECTED]>
Sent: Friday, April 07, 2000 2:36 PM
Subject: Re: [FW1] Checkpoint *sigh* support
>
>
> I'll be honest Peter, I'm pretty disappointed with Checkpoint's support.
> Their high-level support engineers are all in Israel, which makes it very
> difficult to work with them. Not to mention slow. I've yet to have a
> problem which was escallated to Israel be solved in less than 2 weeks.
> Some of these problems were pretty major (firewall crashes). Some were
> just stupid configuration things, that I'm certain would of been fixed
> much earlier if it wasn't for the time difference.
>
> Generally it works like this:
>
> Israel: send me this info
> You: here ya go
> 24 hours later...
> Israel: Let me look into it
> You: ok
> 24 hours later...
> Israel: send me this info now
> You: here ya go
> 24 hours later...
> Israel: Hmm... let me talk to someone
> You: ok
> 24 hours later...
> Israel: try this
> You: doesn't fix it
> 24 hours later...
> Israel: try this other thing
> You: nope
> 72 hours later... (weekend)
> Israel: try this now
> You: I told you a long time ago I already did that and it didn't work
> 24 hours later...
> Israel: Hmmmm.... Let me look into this
> 96 hours later...
> You: give me your phone number and I'll come into work at 3am and call you
> Israel: ok
>
> You get the point.
>
> My personal experiance is find a good vendor who knows their stuff.
> References are a must.
>
> --
> Aaron Turner [EMAIL PROTECTED] 650.237.0300 x252
> Security Engineer Vicinity Corp.
> Cell: 408-314-9874 http://www.vicinity.com
>
> On Fri, 7 Apr 2000, Peter Goodridge wrote:
>
> >
> > I have been getting lousy support from my reseller.
> > They have proposed signing me up for support direct
> > from Checkpoint, which can only be better than what I
> > getting now, right?
> >
> > Anyone getting direct Checkpoint support want to tell
> > me if it's any good?
> >
> > THX,
> > Pete Goodridge
> >
> > __________________________________________________
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> >
> >
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