Tier 1 personnel read off of cue cards Tier 2 personnel have some ability to troubleshoot the problem and the ability to send it to tier 3 back @ NetScreen.
Since my company has been using NetScreens for so long, we usually only call support if we find a severe bug. In these cases, we are escalated to Tier 3 very quickly. Their support has gotten better of the last year. IMHO Jeremy **************************************************************************** *** My opinions are my our and may or may not represent the opinions of my company. **************************************************************************** *** -----Original Message----- From: John Tolmachoff [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 12, 2003 1:38 PM To: [EMAIL PROTECTED] Subject: RE: Firewall recommendations? > Right on their website ;-) Their site looks different today than it did in October of 2001. Also, I have received an e-mail explaining that their Tier 1 and Tier 2 Techs are outsourced. Tier 3 is in-house. Tier 1 I understand, but Tier 2? Most companies as far as I know would not make you get through 2 levels of support before finally speaking to some one that actually knows something. John Tolmachoff MCSE, CSSA IT Manager, Network Engineer RelianceSoft, Inc. Fullerton, CA 92835 www.reliancesoft.com
