Considering how grossly understaffed they are, I'm actually very surprised
at the level of support Check Point is able to give me. Like any shop
they've got their stars and their duds on their staff. I agree that Rajeev
is good, but he isn't their only super star. I get the feeling that Check
Point management views their TAC only as a cost center and not as an
integral part of their security solution that could generate good will with
their customers instead of animosity.... if only they would staff it
properly. IMHO with more staff Check Point support could be the envy of the
industry and actually generate more money for them by increased sales
because of great support. I'm only a lowly engineer though, so what do I
know about management. :)
> -----Original Message-----
> From: Mailing list for discussion of Firewall-1
> [mailto:FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM] On Behalf
> Of cisco4ng
> Sent: Friday, April 22, 2005 7:06 AM
> To: FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM
> Subject: [FW-1] Nokia and Checkpoint TAC supports are the
> worst in the business?
>
> Hi All,
>
> Is it just me or everyone shares the same feeling I have
> that both Checkpoint and Nokia TAC are absolutely horrible.
> Everytime I open a TAC case with Nokia, here are the typical
> response that I get from Nokia TAC engineer:
>
> 1) Please provide an output of the ipsoinfo. When I told the
> TAC engineer that the firewall has very high cpu usage,
> running ipsoinfo will crash the firewall, he assured me that
> it will not and kept insisting that I ran ipsoinfo. Guess
> what, it crashed the production firewall.
>
> 2) There is a bug in the currently release of ipso that you're
> running, please upgrade to the latest version. We, Nokia,
> don't know if it will fix the problem but you can try. Do I
> really need to call Nokia for this crap?
>
> 3) The currently checkpoint release you are using is not
> up-to-date. Please upgrade. Not sure if it will fix the
> problem.
>
> 4) The Nokia resolution is NOT correct.
>
> 5) We need cpinfo output from the management server but we
> don't know how to do this so you're on your own.
>
> Here are a typical response from Checkpoint TAC:
>
> 1) Please do some very dangerous on your Provider-1 production
> environment. We're not sure if it will fix the problem.
>
> We've NOT tested it yet but we think it will fix the problem.
> 2) You can have a open checkpoint TAC case and the engineer
> will work on it whenever he/she feels like it.
>
> 3) Checkpoint TAC engineers are absolutely horrible (with the
> exception of Rajeev Gupta. It is unfortunate that Rajeev no
> longer works there. Rajeev was the superstar of Checkpoint TAC).
>
> As someone who has worked with Checkpoint Firewalls for almost 5 years
> and Cisco IOS, Pix, and VPN concentrator for the past 7 years, I can
> tell you that Cisco Pix firewall is not as good as Checkpoint
> but Cisco
> TAC engineer is the best in the business. Cisco will throw
> all resources
> available so that they can solve the problem and make customer happy.
>
> I helped someone in this group to setup a site-to-site vpn between
> cisco Pix and Checkpoint and that person told me Checkpoint TAC will
> charge his company $500US for every hour of tech support with NO
> GUARANTEE that they can get it to work. A pretty hooker
> still costs much
> less than $500.
>
> I, myself, have two open tickets with Checkpoint for almost 3 months
> and they are still pending with no resolution.
>
> Am I the only one in this group who feel this way or am I being too
> hard on both Nokia and Checkpoint TAC engineers?
>
> Please share your comments.
>
> cisco4ng
>
>
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