My past and recent experience mirrors yours.
Ray
From: Raymond N <OutMail AT ARDENNET DOT COM>
Reply-To: Mailing list for discussion of Firewall-1
<FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM>
To: FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM
Subject: Re: [FW-1] Nokia and Checkpoint TAC supports are the worst in the
business?
Date: Fri, 22 Apr 2005 09:38:15 -0700
My experience is...
Past couple years---
CP suck, period.
Nokia was far better. Tech answered the call (first level) could solve
wide variety of problems. Lots of great KB articles.
Recently---
CP improves to a reasonable level. KB articles also improve a lot.
Nokia 's KB is not as completed as it used to, particular for post NG AI
issues. What it used to be is that all articles I found in CP, I could
find it in Nokia (and more). Not now. CP 's KB has some vital info that
can't be found in Nokia 's. One example is about "ftp basic".
Nokia tech support is not as good as before in general. Sometimes you got
great first level support that can solve some problems, but another time
the first level has completely no ideas how to handle the (simple) case at
all. So, the quality is not as stable as before.
BTW, I also notice similar trend on the Cisco support. But still, Cisco is
far ahead of CP and Nokia in the tech support area.
Just IMHO.
-raymond
At 06:36 AM 4/22/05 -0700, you wrote:
>I've experienced similar problems/issues with
>Checkpoint. Actually found Nokia to be more
>helpful, but that was a few years ago. So, maybe
>things have changed.
>Most of the issues/problems I've had
>were either solved by users on this
>list, phoneboy's website, or just trial and
>error (upgrading, trying different things, etc).
>I'm not sure checkpoint support has ever solved an
>issue I had open.
>
>Interesting comparison to the "other" <$500
>consultants, though...ha. Do they come with a
>guarantee to solve all problems?
>
>Wally Hughes
>
>--- cisco4ng <cisco4ng AT YAHOO DOT COM> wrote:
>> 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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