As I image from your username, your more a Cisco freak than a Checkpoint.
That's ok by me, but I can tell stories of
Cisco that are just as horrible.
In every organization there are mishappenings like these. The challenge is to
motivate your TAC engineer to get the job
done.
In de past we had a service contract for the Checkpoint software through a
vendor, now we have our service support
through Checkpoint. From all of our calls to the vender, none is solved by the
vender. From all our calls to Checkpoint,
all are solved by Checkpoint.
Regards,
Bert Klomp
-----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: vrijdag 22 april 2005 14:06
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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