Comments on: 8 Things to do before opening ticket with Checkpoint http://yurisk.info/2010/06/25/things-to-do-before-opening-ticket-with-checkpoint/ Yuri Slobodyanyuk's blog on IT Security and Networking Tue, 31 Jan 2012 16:36:24 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: guy yovel http://yurisk.info/2010/06/25/things-to-do-before-opening-ticket-with-checkpoint/comment-page-1/#comment-1220 guy yovel Sat, 04 Sep 2010 12:57:05 +0000 http://yurisk.info/?p=925#comment-1220 I am impressed, you are absolutely correct. Check point support is pretty bad, I might say. Indeed if you have critical situation and proven network or system down due to check point software then you will get good service. Your case will be immediately escalated to higher support level and software developers will be involved fast enough, so you can expect a fixing patch in few days. This is very logic attitude from company perspective because customer can forgive on slow handling of medium severity case but will be very disappointed for slow acting when his business in troubles. But in reality most, and I estimate this in 95%, the cases will be moderate severity and therefore the case will be 1 out of 30 cases per support engineer in average. Even if the support engineer is really want to assist, you are only one out of 30 other cases. So you can expect big delays and very slow work on your issue. So if you as customer or check point partner is professional enough to assist with debugging, self replication and workaround the issue will progress much faster then if you are passive and wait for instructions from the TAC. By the way in most cases the check point TAC is not acting as real technical and more as kind of call center. And the difference is huge….. Best regards, Guy Yovel guyovel@nana.co.il I am impressed, you are absolutely correct. Check point support is pretty bad, I might say. Indeed if you have critical situation and proven network or system down due to check point software then you will get good service. Your case will be immediately escalated to higher support level and software developers will be involved fast enough, so you can expect a fixing patch in few days. This is very logic attitude from company perspective because customer can forgive on slow handling of medium severity case but will be very disappointed for slow acting when his business in troubles.

But in reality most, and I estimate this in 95%, the cases will be moderate severity and therefore the case will be 1 out of 30 cases per support engineer in average. Even if the support engineer is really want to assist, you are only one out of 30 other cases. So you can expect big delays and very slow work on your issue. So if you as customer or check point partner is professional enough to assist with debugging, self replication and workaround the issue will progress much faster then if you are passive and wait for instructions from the TAC. By the way in most cases the check point TAC is not acting as real technical and more as kind of call center. And the difference is huge…..

Best regards,
Guy Yovel
guyovel@nana.co.il

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