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Firewalls Support Reviews

Showing reviews of the top ranking products in Firewalls, containing the term Support
Juniper SRX logo Juniper SRX: Support
FK
Head Of Network & Technical Support at a financial services firm with 501-1,000 employees

Juniper supports their products very well.

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SK
Owner & CEO at a comms service provider with 1-10 employees

The most valuable feature is the support.

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PD
Pre-Sales Analyst at a tech services company with 201-500 employees

Our operational team handles the solution more than I do. I personally haven't seen any features that are missing per se.

The solution isn't very granular or detailed. However, we're just using the basics anyway.

The product could have a quicker response when it comes to technical support getting back when we have questions.

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AG
Network Engineer & Cyber Security Analyst at a tech services company with 201-500 employees

I have reached out to Juniper tech support a couple of times. I recall the experience being good. I got the answers I needed. I've used technical support from Sophos and Cisco in the past, and in comparison, I find Juniper to be quite good. I'd say we are satisfied with the level of support provided. 

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RL
Senior Network Administrator at Zetec, Inc.

The reliability needs to be improved. We purchased three devices and all three have been replaced under RMA. We've had other problems where they have needed to be rebooted.

A couple of times I've run into the problems where they have to integrate with other systems. The Juniper support really doesn't have a clue about other systems. They know Juniper and if everything is Juniper then it's great. However, we have Windows RADIUS Servers and I need Juniper-specific settings for them. Unfortunately, they're having a real hard time telling me what those should be, and they keep referring back to it being Microsoft, which they don't support. When they say that I need to speak with Microsoft, I remind them that these are things that are defined in the Juniper configurations that I need to set up. They seem to forget that not everybody is exclusively Juniper.

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ME
Technical Lead at a tech services company with 10,001+ employees

It was very difficult to deal with and required a lot of support, and the UI is very poor. 

I didn't like this product at all.

We faced many issues with the power supply causing many outages with this SRX box.

We experienced outage issues when load-balancing between two availability architectures, which had an effect on the availability.

Once we started to deal with this solution, it was very difficult to troubleshoot. It was not straightforward at all when comparing to Cisco. 

We always had support tickets. More than 50 tickets per month exceeded the SLA by more than two weeks.

Better support is needed.

In the next release, this solution needs to be stable, offer better support, better pricing, and less expensive to migrate.

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MR
Network Security Engineer at a tech services company with 201-500 employees

The technical support is a lot better because when we log a case, they respond.

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RH
Director at a tech services company with 1-10 employees

The solution works very well in small offices.

The CLI works perfectly.

Technical support has been very helpful overall.

They offer very good administration capabilities.

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AT
Project manager at computer care company

They have technical support over the phone as well as the online ticketing system and that has worked out pretty well. They have been able to solve problems for us, although I do not know all of the details because we direct our clients to them. When our clients get in touch with customer support to resolve their issues, they share the information with us later.

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US
Freelancer

Since COVID, the tech support is not much good. You have to wait a long time. For example, if you open up a case, you don't know how much time it will be before they come and if the person opening the ticket is even experienced.

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PJ
Senior Network Engineer at a tech services company with 10,001+ employees

I think technical support is good.

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Przemysław Zawadzki - PeerSpot reviewer
Solutions Architect at a tech services company with 201-500 employees

We have premium support from the company and we provide support to our customers. 

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Gertis Des Vignes - PeerSpot reviewer
ICT Product Manager at a comms service provider with 1,001-5,000 employees

We had to use the support in a couple of instances. When we have used the support, it was good. They were responsive and able to resolve our issues. There is also some community support online that I have found to be helpful.

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EC
Pre-sales manager at RETO Industrial S.A. de. C.V.

Support is good. We speak to them quite often.

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Pradip Joshi - PeerSpot reviewer
Owner at Shree Atharva Sales Corporation

It is a complete security bundle. The cloud-based Sky Advanced Threat Prevention feature is very valuable.

I am 100% satisfied with the performance of the Juniper firewall. It has a very good throughput. It works very fine. We use our firewall as a site-to-site VPN or Software-Defined Wide Area Network (SD-WAN). In both cases, it has a very good and optimum performance.

Their service support is very good in India. I get really good support from the Juniper team.

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JG
IToV Implementation Engineer at a renewables & environment company with 5,001-10,000 employees

I have never needed to contact Juniper technical support.

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SS
Consultant at a financial services firm with 5,001-10,000 employees

The dashboard is very helpful. It's extremely useful in terms of putting the necessary policies in place.

I handle the operation part. I'm just putting policies, et cetera, on Juniper. For tasks such as those, it is very easy and it is a comfortable, straightforward process.

The solution has proven to be quite stable.

Technical support has been quite helpful.

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SV
Integrator at a tech services company with 11-50 employees

Its stability isn't bad. In two years of supporting this device, I had only one issue. I had an incident when one of the SRXs in a cluster couldn't learn ARP, and the request didn't move between cluster units. I had to fix this manually, which wasn't really cool because I had to get up in the night because of this incident.

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AB
IT System Engineer at a computer software company with 201-500 employees

Technical support is brilliant, but I guess you have to pay for it.

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CM
Network Engineer

We have worked with the solution for a while and therefore have become quite versed in it. We're comfortable with its tech and have a good understanding of how best to use it. 

The initial setup was easy.

In terms of usability, there are good forums on offer and they've got a lot of technical documentation for everything. 

Technical support is good. They quickly respond, and they even have local help here. They can actually give you an answer very quickly.

The solution has been stable over the years.

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SS
Senior Manager - Unified Communications, Smart Infrastructure and Service Provider Solutions at a tech services company with 51-200 employees

The solution can scale very well.

It's quite a user-friendly solution and I find it to be easy to navigate. 

The initial setup is very easy.

The stability has been quite good. 

Technical support has been quite helpful. 

The pricing has become very reasonable and we find them to be competitive.

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AV
Senior Consultant with 51-200 employees

The support could be somewhat improved with Juniper.

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KC
Information Security Manager at a recruiting/HR firm with 201-500 employees

The reason that we picked Juniper SRX is for the scalability, the fit for purpose, the tools that are available, the ongoing support, and the ability to monitor, but particularly for the virtual routers in our data centers so that we can quickly upscale them when needed, when we need more throughput.

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AP
System Administrator at a leisure / travel company with 51-200 employees

The solution is mostly stable. 

We get technical support via the reseller, and they are very helpful. 

You can scale the solution. 

The solution works well for larger organizations. 

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DS
Chief Information Officer at a tech vendor with 51-200 employees

I would like to have a better web UI for administration. Juniper could simplify the web UI and make it more compatible with mobile devices. In particular, I'm thinking about our remote offices, where we don't have dedicated IT personnel. Let's say someone from the office staff was working via smartphone. If the web UI were more compatible with mobile devices, the administration could manage IT support from a team that is not in their location. It would make it simpler for small companies to deploy these devices. I also think the documentation is lacking.

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SM
Solutions Architect at a tech services company with 11-50 employees
Mohd  Yasir - PeerSpot reviewer
IP Solution Architect /Deputy Manager at HFCL Limited

We connected with tech support seven or eight months ago. We got good support and a good response.

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SG
First Assistant Vice President at a financial services firm with 1,001-5,000 employees

We are a financial institution and we use Juniper SRX routers to support our credit team, as well as our branch network. I am part of the IT department.

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DN
Security Analyst at a computer software company with 10,001+ employees

Juniper SRX lacks scalability. Juniper uses a switch car with different switches. We have some difficulties managing this kind of equipment and implementing some features, like Mac lock and Mac limiting solutions. It's difficult to get good support about this from Juniper. We have about 10,000 users across all routers and switches. I can say the same for FortiGate. We're currently using it extensively for all traffic, and we plan to expand usage.  

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VK
Key Account Manager at a consultancy with 51-200 employees

Technical support is a little worse than Cisco but better than everybody else.

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Barrett Lamothe - PeerSpot reviewer
Sr. Enterprise Hardware Consultant at a tech services company with 51-200 employees

Most of the feedback that I've got from my clients related to Juniper's support is that their support is okay. It is not spectacular. It is just okay.

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Reviewer1124ty6 - PeerSpot reviewer
Project Manager at MULTILINK COMPUTERS PVT LTD

I would rate technical support 4 out of 5. They're responsive.

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Jeff Ehrenberg - PeerSpot reviewer
IT Director at ADS

Based on my experience with technical support, I would rate them a four out of five.

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Ahmed_Taha - PeerSpot reviewer
Director Of Operations at Diverse

Technical support initially is not that fast, if the case requires escalation, the other levels of support are fast.

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Cisco ASA Firewall logo Cisco ASA Firewall: Support
AA
Sr. Network Engineer at a construction company with 10,001+ employees

We are satisfied with technical support. They are good.

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Shrijendra Shakya - PeerSpot reviewer
C.T.O at Sastra Network Solution Inc. Pvt. Ltd.

We have contacted technical support for some issues outside our technical expertise, mostly for updating the license.

We have a team that handles our issues.

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ON
Network & Systems Administrator Individual Contributor at T-Systems

We've been in contact with technical support on multiple occasions and each time we've had a good experience. We're satisfied with their level of support. They are fairly good.

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EricHart - PeerSpot reviewer
CEO at NPI Technology Management

Cisco's support is great. 

For experienced users, they are pretty much able do anything they want in the interface with few restrictions.

The command-line interface is really useful for us. We script basic installations and modifications through the command-line, which is considered sort of old school, and yet it allows us to fully document the changes that we're making due to the fact that we can save the exact script that was applied and say, "Here are the changes that we made." 

We can have less experienced people do initial takes on an install. They can edit a template, and we can have a more experienced person review the template, and then apply it, and we don't have to worry about whether anyone inexperienced went into certain corners of the interface and made changes or whatever.

Everything is all documented in the file or in the command line script that gets uploaded to the device. It gives us great visibility.

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FB
Sr Network Administrator at Orient Petroleum Inc

The security the solution offers is very good. Security-wise, it's the top in the world.

The product has excellent technical support.

The user interface is easy to navigate.

Everything is user friendly.

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TH
President at a tech vendor with 11-50 employees

The tech support is good. The documentation is verbose almost to the point of being confusing if you don't know what it is you're looking for.

It's only confusing if you have somebody who is not familiar with it. They give you every option in great detail, so you can spend time searching through a manual that you might not otherwise. Here's an example: take Sophos or SonicWall — let's say the manual for SonicWall is 25 to 30 pages; that same Cisco documentation is going to be three times that size or more.

It's not that it needs to be simplified, the people using it need to be knowledgeable. It is not a novice box, we'll put it that way.

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Ahmed El-Ghawabi - PeerSpot reviewer
Technical Consultant at Zak Solutions for Computer Systems

Cisco is powerful when it comes to detecting intrusions. It's better than, for example, Fortinet.

Cisco has multiple products - not just firewalls. The integration between other items provides a powerful end-to-end solution. It's nice and easy. There are one management system and visibility into all of the features. Using the same product is more powerful than using multiple systems. Cisco is known by most customers due to the fact that at least they have switches. However, when clients say "we need an end-to-end option" Cisco is there.

The stability is very good.

Technical support services are excellent.

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KS
CEO & Co-Founder at a tech services company with 51-200 employees

The configuration support is very good. You can find a lot of configuration samples and troubleshooting tips on the internet, which is very good.

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TS
IT Administration at a manufacturing company with 11-50 employees

The technical support is definitely very good.

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WM
Consulting Engineer at IV4

Cisco's technical support has always been excellent. They have great support.

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Phosika Sithisane - PeerSpot reviewer
Executive Director at ict training and development center

When we need assistance from technical support, we typically deal with the team in China. They've been very good. Whenever I have a problem, they can resolve it. They are knowledgeable and responsive. We're satisfied with the level of support we get.

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PC
ICT Systems Engineer at a insurance company with 11-50 employees

The technical support is with our solution provider. I would say that it's average, rather than very good.

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TM
Group Information Technology Manager at a mining and metals company with 201-500 employees

We get our support from the resellers, not from Cisco. 

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PK
Jr. Engineer at a computer software company with 5,001-10,000 employees

Technical support is fine, we have no issues.

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Sergio Díaz - PeerSpot reviewer
Owner/CTO at FS NETWORKS

Firewalls are about blocking. ASA is for blocking, but it does not have the intelligence like Fortinet to detect attacks. If I could use ASA to detect attacks, maybe we could buy another service from Cisco although it's very expensive. I would choose Fortinet, but my clients like ASA support. I prefer Fortinet because Fortinet has a UTM and it's a good firewall.

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EL
Technical Specialist, consultant at a computer software company with 10,001+ employees
NJ
Administrator at a university with 1,001-5,000 employees
MM
Lead Network Engineer at a tech services company with 51-200 employees

We don't have Cisco support because these models are excellent.

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Vinay-Singh - PeerSpot reviewer
Manager IT & Security at mCarbon Tech Innovations Pvt., Ltd.

Technical support is perfect.

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Vincent Mulama - PeerSpot reviewer
Systems Administrator\Ag. IT Manager at a construction company with 201-500 employees

I manage it myself. If I can't, then I get somebody else. I don't have any support from Cisco.

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JR
Enterprise Integration Architect at a insurance company with 10,001+ employees

Cisco technical support is good.

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RF
Data Analyst at a hospitality company with 201-500 employees

I've never dealt with technical support yet. I can't speak to their level or response or their knowledge of the product.

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YT
Information Security Manager at a financial services firm with 501-1,000 employees

We have not contacted technical support because we have not had any issues.

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JG
Gerente de Unidad at Redescomm, C.A.

Technical support is good and we haven't had any problems with documentation that is provided.

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DS
Network Consulting Engineer at a comms service provider with 201-500 employees

The most important feature is the VPN connection.

My clients also use the antimalware features and the scan is very good. It also supports packet inspection and IPS.

Cisco ASA is easy to configure.

The integration with the security features is something that I like.

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Hernan Trinco - PeerSpot reviewer
Presales Engineer at a comms service provider with 51-200 employees

In general, we support more public fiscal entities. Most of them are quite sizeable at 5,000-6,000 employees. We use it mostly for remote access.

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Stoyan Zhekov - PeerSpot reviewer
General Manager at MS Solutions Ltd.

I have been auditing their partners in Bulgaria and I am in contact with them on a regular basis. I have not had any real issues with my equipment but overall, I think that the support is perfect.

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NS
Network Engineer at IRPC PCL

Technical support could be improved, they take a long time to respond. 

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Matteo ZAMOLO - PeerSpot reviewer
Program director at a tech consulting company with 201-500 employees

I'm satisfied with their technical support.

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MR
Network Security Engineer at a tech services company with 201-500 employees

While I've dealt with Cisco technical support in the past on other solutions, I have not contacted them in regards to this specific product.

That said, my past experience with Cisco technical support has been very positive and I found them to be very helpful in general. I just can't speak to this specific product.

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JL
Network Administrator at a manufacturing company with 10,001+ employees

The support has been great and responsive. Most of their engineers are very professional and knowledgeable.

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SF
System Engineer at a tech services company with 501-1,000 employees

Technical support provides us with good service.

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Hari Pandu Dairi - PeerSpot reviewer
Network Engineer at a tech services company with 201-500 employees

The software itself is very simple.

The solution is easy to operate. It's not overly complex.

The command line is the same as it is on the Cisco iOS router.

The technical support is very helpful and responsive.

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Suebsak Komjezsda - PeerSpot reviewer
Senior MIS Manager at a tech company with 201-500 employees

We use third-party technical support that's offered and we're quite satisfied with the level of attention we receive.

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RW
Cyber Security Consultant at a tech services company with 51-200 employees

Support is not a requirement. In the whole industry, there are a lot of Cisco-trained personnel that we can actually seek advice from. There's not much leveraging on the Cisco support so far.

If our clients need support, we provide it. Support is not cheap. Sometimes a device will go out of warranty, but the customers are not willing to renew the support contract. Of course, there are a lot of cheaper alternatives. In Singapore, a lot of companies outsource support. Most of the time we go through third-party companies instead of Cisco directly.

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Johan Derycke - PeerSpot reviewer
Network Security Engineer at Smals vzw

We faced some issues, but I don't deal with these issues. My colleague interacts with them, and it seems it is not that easy. Cisco is a large company, and sometimes, it is not easy to get quick and very efficient support.

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Asif Najmi - PeerSpot reviewer
Network Engineer at LIAQUAT NATIONAL HOSPITAL & MEDIACAL COLLEGE

Cisco technical support is one of the best around. They have the most advanced and most experienced level of tech support I've been in contact with. Whether it is a hardware or software issue, the tech team can support you and help. They are very helpful and knowledgeable. We are quite satisfied with the level of support on offer. 

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LS
Network Administrator at Novabase

We have had no issues with technical support.

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Pardeep Sharma - PeerSpot reviewer
Network security engineer at a tech services company with 1,001-5,000 employees

Netting is one of the best features. We can modify it in different ways. Site-to-site VPN is also an awesome feature of Cisco ASA.

The biggest advantage of Cisco products is technical support. They provide the best technical support.

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Chandan-Singh - PeerSpot reviewer
Sr Technical Consultant at a tech services company with 51-200 employees

I have interacted with them many times. I have been on a call with their technical support continuously for 48 hours. They were very prompt. In terms of technical support and documentation for switching, firewall, and routing solutions, no one can match Cisco.

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Vipin Garg - PeerSpot reviewer
Co-Founder at Multitechservers

The solution can allow and block traffic over the VLANs.Some of the unauthorized actions and malicious traffic can also be blocked effectively, as we are following PCI DSS compliance. We are a card industry. We are using cards as a payment method, and therefore we need to follow the compliance over the PCI DSS. That's why we chose one of the best products. ASA Firewall is very secure.

It's always easy to integrate Cisco with the same company products. If you are using other CIsco products, there's always easy integration.

Cisco is one of the most popular brands, and therefore the documentation is easily available over the internet.

They are best-in-class.

The remote VPN feature is one of the best features we've found. 

We like that there is two-factor authentication on offer.  We can integrate a Google authenticator with Cisco ASA so that whenever a person is logging on to any network device, they need to enter the password as well as the security code that is integrated by Google. It's a nice added security feature.

Cisco ASA provides us with very good application visibility and control. The Cisco CLI command line is one of the easiest we found on the market due to the fact that the GUI and the user interface are very familiar. If you're a beginner, you can easily access it. There's no complicated UI.

When compared to other products available, the cost is pretty similar. There's no big gap when you compare Cisco pricing to other products. 

There are multiple features in a single appliance, which is quite beneficial to us.

Support that is on offer 24/7. Whenever we face some technical issue, we can reach out to them easily.

We have not had any security breaches. 

They provide a helpful feature that allows us to configure email. 

We are getting a lot from the appliance in real-time.

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WilliamMugobogobo - PeerSpot reviewer
Head of ICT Infrastructure and Security at City of Harare

The technical support has been excellent. When there have been any issues, they've always been there for us.

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AK
Senior Information Security Analyst at a manufacturing company with 10,001+ employees

The support of this solution is very good.

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Ramish Ali - PeerSpot reviewer
Assistant Director IT at Punjab Education Foundation

I don't directly deal with technical support. Typically, that's something that others on the team deal with. We have our own team within the company that, if I run into issues, I would reach out to first. I can't speak to how helpful or responsive they are. I've never had a chance to contact them. 

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Mitku Bitew - PeerSpot reviewer
Head of Network Administration Section at Zemen Bank S.C.

Its licensing cost and payment model can be improved. Cisco doesn't provide training and certification for engineers without payments. Other companies, such as Huawei, provide the training for free. Their subscription and licenses are also free and flexible. Other products are breaking the market by providing such features. 

It doesn't support all standard interfaces. It is also not suitable for big companies with high bandwidth traffic. Its capacity should be improved.

Other products are becoming easier to access and configure. They are providing UI interfaces to configure, take backup, synchronize redundant machines, and so on. It is very easy to take backup and upgrade the images in those products. Cisco ASA should have such features. If one redundant machine is getting upgraded, the technology and support should be there to upgrade other redundant machines. In a single window, we should be able to do more in terms of backups, restores, and upgrades.

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Rauf Mahmudlu - PeerSpot reviewer
Network Engineer at a energy/utilities company with 10,001+ employees

We definitely got a return on investment with Cisco ASA. We have been using it for eight years, which is a long time for IT. We only had one capital expenditure. Apart from that, there were no other costs or unexpected failures. It supported us for a long time.

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WS
IT Consultant at Hostlink IT Solutions

We provide IT solutions. We provide solutions to our customers based on their requirements. We support them from the beginning and do the installation and configuration in the head office and front office.

We installed Cisco ASA to support a customer in a WAN environment. They used it for site-to-site VPN and remote VPN. They used it for accessing remote office locations via the remote VPN feature. They had Cisco ASA 5500.

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Damascene Hakuzimana - PeerSpot reviewer
Network Administrator at a transportation company with 201-500 employees

I have not contacted technical support. There is a lot of information on the internet for troubleshooting. All you need to do is use a search engine and you will find the information you are looking for easily.

They can improve by adding a public troubleshooting process.

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Alexander Mumladze - PeerSpot reviewer
Network Engineer at LEPL Smart Logic

I have not worked with Cisco support for this firewall.

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Manuel Briones - PeerSpot reviewer
Voice and data infrastructure specialist at a tech services company with 1,001-5,000 employees

Technical support is great.

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SM
Team Leader Network and Mail Team at a energy/utilities company with 10,001+ employees

Cisco's TAC provides very good support. If you have any issues, you can contact them and they provide assistance. You need a subscription for that. The subscription comes with a notable cost but you get great value from it. I'm very satisfied with it. 

The tech support of Cisco is unparalleled if I compare it to any other product that I have used. I've been using Citrix, Juniper, and even Palo Alto, but the support that I get from Cisco is very good. It's easy to get support and the engineers get engaged. Sometimes they provide more than you need. For example, if there are design-level issues, they will tell you that it isn't implemented well and that there are things that need to be corrected. That's not their responsibility but they'll provide that feedback.

I consider Cisco support to be the industry standard.

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Juan Carlos Saavedra - PeerSpot reviewer
Coordinador de Tecnología at a tech vendor with 1,001-5,000 employees

The technical support is good, but it could be better. I would rate them as six out of 10.

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Isaiah Etuk - PeerSpot reviewer
Chief Digital & Technical Officer at Capital Express Assurance Limited

Their support is very good. We had an issue where the OS got corrupted. We got Cisco to log in. They did the reset on it, reformatted it, and sent it back to us. Because of the subscription we have with Cisco, we got a copy back in no time. We're now good. We've not been calling their tech support very often. We only call them when we have a very serious issue. I would rate them a nine out of ten.

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Joseph Lofaso - PeerSpot reviewer
Senior Network Engineer at Pinellas County Government

Cisco tech support is spotty. Sometimes, we get good support. Other times, it is not so good. It is very up and down.

It seems like they have been short staffed recently. We have been waiting a long time for some of our tickets now, though they aren't critical tickets. However, that is one of the big issues which Cisco has going on right now - their staff shortage. We can open a ticket and keep following up, following up, and following up, but it might take weeks to resolve an issue. These aren't critical issues. For critical issues, we escalate and they are able to help us right away.

They handle it appropriately. Though, it depends on the time and on what they need. Sometimes, in one session, issues are resolved. Other times, you need to do multiple sessions for them to resolve it. However, for anything critical, those are resolved pretty fast.

I would rate the technical support as seven out of 10.

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Simon Watkins - PeerSpot reviewer
Senior Network Architect at a consultancy with 11-50 employees

I've been using Cisco ASA Firewalls since they came out. Before ASA, I used Cisco PIX Firewalls. I've been using them since about 1999 or 2000.

I'm involved in the presale events as well as the implementation and post-sale support. We do everything. That is probably different from a lot of organizations. We are quite a small company, so we have to be involved at all levels. I see it from all angles.

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KB
Data center design at a comms service provider with 10,001+ employees

We have good support from Cisco for the ASAs. That helps us out a lot. Some of our ASAs are pretty old and technically not supported anymore, but TAC always helps us out.

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GD
Cybersecurity Architect at a financial services firm with 5,001-10,000 employees

In previous years, Cisco's tech support has been great. Although, I have seen it declining. I would rate their support as seven out of 10.

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Michael Mitchell - PeerSpot reviewer
Network Engineer at Utah broadband

Cybersecurity resilience has been outstanding because it is very stable. There are not a whole lot of upgrades that we need to do for the firmware.

Four engineers support it. From time to time, there are firmware upgrades that we need to keep up to date with. Sometimes, we need to run debugs to figure out what's going on with it, and if it needs a patch, then we will figure it out. Usually, Cisco has been really good about getting us that.

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BL
Enterprise Architect at a tech services company with 51-200 employees

I haven't called tech support very often. When I did call them, they could tell me what the problem was. That is where I started learning, "Here are the commands that you should be using to debug this." They have been very helpful. I would rate them as nine out of 10.

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CT
Analytical Engineer at a pharma/biotech company with 10,001+ employees

The support is good. They have been there every time that we need them. I would rate them as nine out of 10.

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CE
Network engineer at a government with 10,001+ employees

Being a government-supported organization, the technical support is great. They send us equipment. It's top-notch.

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VW
Network Engineer at a computer software company with 201-500 employees

I haven't really gotten involved with the technical support for ASAs.

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HR
Director of network ops at a non-profit with 51-200 employees

Technical support was good when I used it, but I haven't needed support for the solution lately. I know people complain about support, but I don't have experience with it for this device because I haven't needed support recently.

We do pay the annual fee for support and I expect them to be there in four hours with a new device, if we need one, as they've done in the past.

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JP
Network Engineer at Ulta Beauty

The technical support is really good. If we open up a case, they are pretty good. As soon as we open up a case, they assign a case manager. Also, they have an engineer on call. I would rate them as nine out of 10.

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FV
Admin Network Engineer at Grupo xcaret

The customer service and technical support are good. I would rate them as nine out of 10.

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AS
Senior Network Architect at a tech services company with 10,001+ employees
Sergiy Ovsyannyk - PeerSpot reviewer
VP Network Engineering at a computer software company with 501-1,000 employees

Cisco's technical support is good.

View full review »
RS
Senior network security, engineer and architect at a computer software company with 5,001-10,000 employees

Technical support has been very helpful at times, helping us to know what bugs and what things are getting fixed in the next releases.

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LA
Lead Network Engineer

Tech support is good but it could be improved on some points.

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DJ
Network Systems Manager at a computer software company with 5,001-10,000 employees

The tech support is excellent. I've always gotten really good tech support from Cisco.

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Augustus Herriot - PeerSpot reviewer
Senior Infrastructure Engineer at a insurance company with 10,001+ employees

The technical support is excellent. I would rate it as 10 out of 10. When there has been an issue, we have had a good response from them.

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PR
Senior Network Engineer at a manufacturing company with 1,001-5,000 employees

The technical support has been good so far. I would rate them as eight out of 10.

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BB
Network Engineer at a university with 1,001-5,000 employees

The technical support is excellent. Every time that we have ever had an issue, we got a result very quickly. I would rate them as nine out of 10.

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ME
Director of network engineering

It would be good if Cisco made sure that the solution supports all routing protocols. Sometimes it doesn't.

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Tim Maina - PeerSpot reviewer
Network Engineer at a tech vendor with 5,001-10,000 employees

We use Cisco AnyConnect and we've not had any issues with it. During COVID we had to scale up and buy licenses that supported the number of users we had, and we didn't have any problems with it.

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Francisco Gaytan Magana - PeerSpot reviewer
Network Architecture Design Engineer at a comms service provider with 10,001+ employees

Our engineers usually fix the issues we have, depending on the issue. When we reached out to the technical support team, they were attentive and helped us. 

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FS
Security engineer at a energy/utilities company with 10,001+ employees

The technical support is good. I would rate them as 10 out of 10.

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MH
Security architect at a computer software company with 51-200 employees

Over the last two years, getting a response from the support engineers has been challenging. This could be due to the impact of COVID. 

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SG
Network Automation Engineer at a financial services firm with 1,001-5,000 employees

Their technical support is very good. Maybe I view them with rose-colored glasses since I was there for six years, but they really do try hard. Cisco cracks the whip on them. They do a lot of work. There's no downtime.

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TM
Solutions Consultant at a comms service provider with 10,001+ employees

Cisco's technical support is usually quite satisfactory, and we get a reasonable response in a reasonable time to any inquiry we make.

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Shashidhara B N - PeerSpot reviewer
Director & CIO of IT services at Connectivity IT Services Private Limited

There are some limitations with SSL. Regarding the security assessment for the ISO 27000 standard, there are certain features that Cisco needs to scale up. Not all products support it, so we need to be slightly careful, especially on the site track. 

We face challenges with Cisco when implementing some security vulnerability assessments, including the algorithms and implementing SSL 3.0. I may change the entire product line because traditional product lines don't support that.

Integration isn't typically a problem because the network is compatible, but Cisco could upgrade the threat database. They could integrate the threat database of the on-premise firewall with the cloud. Check Point has cloud integration with a market database of all the vulnerabilities. Cisco could add this to its roadmap to make the product more effective.

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PC
Senior Engineer at Teracai Corporation

The technical support is very good. Whenever we call up Cisco, we get a rapid response. They help us in troubleshooting issues we have and we implement the solutions and go on.

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MS
Network Architect at a tech vendor with 10,001+ employees

The technical support for this solution is good. I would rate it a seven out of ten.

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DonaldFitzai - PeerSpot reviewer
Network Administrator at Cluj County Council

I worked with Cisco's technical support from the beginning and it was excellent. I rate Cisco support 10 out of 10. 

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Paul Nduati - PeerSpot reviewer
Assistant Ict Manager at a transportation company with 51-200 employees

Cost-wise, it's in the same range as its competitors. It's likely cheaper than Palo Alto. Cisco is affordable for a large organization of 500 to 1,000 users and above.

You need a Cisco sales partner or engineer to explain to you the licensing aspects. Out-of-the-box, Firepower is the module that you use to handle your network access policy for the end-user. It's a separate module that you need to include, it's not bundled. You need to ensure you have that subscription.

A Cisco presales agent is key for you to know what you need. Once they understand your use cases, they'll be able to advise you about all the licenses you need. You need guidance. I wouldn't call it straightforward.

With any Cisco product, you need a service level agreement and an active contract to maximize the support and the features. We have not had an active service contract. We just had the initial, post-implementation support.

As a result, we've wasted a bit of time in terms of figuring out how best to troubleshoot things here and there. It would be best to ensure you are running an active contract with SLAs, at least with a Cisco partner. 

Also, we were not able to use its remote VPN capabilities, Cisco AnyConnect, because of a licensing limitation.

View full review »
Tushar Gaba - PeerSpot reviewer
Technical Solutions Architect at NIL Data Communications

Support, when you look at any product from Cisco, has been top-notch. I was a TAC guy myself for 10 years and I can vouch for it like anyone would do from TAC.

Support has always been extensive. There is great detail in root cause analysis. Going back into my Cisco TAC experience, it's always the story that if you know the product well, you know the things that you need to collect for TAC or for any other junior SME to work with you collectively, to get down to the solutions sooner. Otherwise, they have to let you know what you need to collect. It's better to know the product, get the right knowledge transfer, work towards those goals, and then, collectively, we can work as a great team.

View full review »
Ryan Page - PeerSpot reviewer
IT Network Manager at MLSE
Fortinet FortiGate logo Fortinet FortiGate: Support
MaheshPatel - PeerSpot reviewer
Sr. Corporate Marketing Executive at Amity Infosoft Pvt. Ltd.

Customer Service:

Partner support is very good.

Technical Support:

FortiGuard Service is also good with the push method update.

View full review »
Chingiz Abdukarimov - PeerSpot reviewer
Director at a integrator with 11-50 employees

Good VPN, both IPSEC and SSL (web-mode, tunnel-mode). An engineer/network administrator has tools to debug VPN issues that can occur during tunnel setup with other vendors' equipment.

SD-WAN feature at no cost. This is really great feature for remote locations (branch offices) and HQ, application steering between many ISP links becomes a simple task. Steering can be done dynamically by measuring link quality (latency, jitter, packet loss, available bandwidth).

Wi-Fi and Switch controller at no cost. FortiSwitch and FortiAP can become a kind of port extender of the firewall, all its ports can be referenced in firewall policies. When you have such management plane consolidation it gives you a simpler way to operate.

Security Fabric Framework is helping in analyzing sudden and rapid changes in whole infrastructure, and gives the ability to simplify daily operations (e.g. address objects synchronization between all firewalls in Fabric, estimating overall security rating, single-sign-on for admin access and many more)

Single Sign On support with deep LDAP integration (several variants for environments with different scales), RADIUS authentication.

Can work as transparent and explicit web-proxy, the last option supports Kerberos authentication which requires no agents installed on any windows server.

Human readable firewall policies with editable security policies and
addresses in single page. This is very useful and time saving feature.

Firmware upgrade process is very simple, even for cluster configurations it is fully automated by default.

Straightforward SNAT and DNAT; you may work in two ways: with Central NAT rules configuration and by applying translation directly inside firewall policies.

Bulk CLI commands are uploaded via gui in script file (portions of config file).

VDOMs are very useful when you need to grant admin role to clients separately. VDOMs in FortiGate can be represented in FortiAnalyzer's ADOMs (administrative domain), which can have different log storage policies, event handling and alerting configurations. You can create one VDOM working in NAT/Route mode, and another VDOM working in Transparent mode.

If you don't want to create and use second VDOM you can still transparently inspect traffic at layer 2 level while having only one VDOM in NAT/Route mode. This is achived by configuring Virtual Wire Pair ports that work like a separate bridge.

Ability to capture packets going through any interface of device (and VM too). You can set number of packets, filter out packets by IP and port number for particular troubleshooting purposes, then download a .pcap file from web gui and analyze it in your favorite programm.

Advanced routing (RIP, OSPF, BGP, PBR). It gives you a seamless and simple integration into a large network.

IPS, AV, Web Filter, AppControl profiles are working very well.

SSL Inspection and CASI (Cloud Access Security Inspection) profiles.

Rich logging options allow you troubleshoot most problems.

Straightforward HA with different redundancy schemas.

IPv6 support.

View full review »
Mohsinoddi Mohammed - PeerSpot reviewer
Senior Information Security Consultant at Alkhorayef

We are managing FortiGate using a FortiManager and it needs improvement with respect to the ease of administration tasks.

There is a lot of improvement needed with SSL-VPN.

Technical support could be improved.

View full review »
SK
Lead Program Manager at a computer software company with 10,001+ employees

We were not getting proper support from Fortinet. That's the reason we had to phase out FortiGate.

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AN
System Administrator at a financial services firm with 5,001-10,000 employees

We are satisfied with technical support. We have not had any issues.

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EP
Director of IT with 51-200 employees

I personally prefer pfSense as it's open-source and you only have to pay a minimal fee for support. But for people who want that platform, I think it's a great solution. If I wasn't using pfSense, I would definitely go with FortiGate.

The two products are completely different. If you're using pfSense, you're basically using the entire open-source world — so you're based on FreeBSD, you're using Snorts, everything is open-source. It's very easy to make modifications and to figure out what's going on. You're not dependent on your single company's documentation, there's a huge user base. It's very easy to modify and extend. You can see what's going on — it's very transparent in that sense. It's probably a little bit more manual. With pfSense, You have to put in a little bit more effort to get things done, but, in the end (aside from the huge cost savings), you get all the features that are available in an enterprise firewall for just the price of support, which is also very minimal.

If you need to make any tweaks, you can do it all yourself. If you need to tweak ciphers for SSL for compliance (for PCI, for security compliance) it's not a difficult thing to do; it's a fairly trivial task.

View full review »
Lenos Jacob - PeerSpot reviewer
Head of Customer Success at a tech services company with 51-200 employees

I would like to see a more intuitive dashboard.

Technical support can improve in knowledge sharing and they can implement better.

The dashboard appearance needs to be more refined. It has to be smoother and more customer-friendly.

As the cloud is more prominent and more are moving towards the cloud, people are used to certain ease of doing things, and less complicated.

I understand that a firewall is a technical product, but we can try to make it a better customer experience which will increase usability with good results.

View full review »
IQ
Branch Manager at a tech services company with 201-500 employees

The technical support is very good.

Most of the time, whenever a ticket is opened and we reach out to support on behalf of our customers, they offer good advice and are very responsive. We're satisfied with the level of service we're provided. 

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Ted De Vos - PeerSpot reviewer
President at simnet

We contact technical support almost daily. They have good support.

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SP
Enterprise Service Manager at Technology Associates Limited

We haven't really faced any technical challenges. We just install it and it runs perfectly. Therefore we don't really have any experience with technical support.

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JA
Project Manager at a tech services company with 51-200 employees

We find it's good for managing the network and offers good defense against attacks.

Technical support is great. It's really fast.

Overall the solution is pretty user-friendly. It has a good dashboard and is pretty easy to navigate.

The pricing is excellent. It's much less expensive than Cisco.

View full review »
SH
CEO at SAYCOM

If it would integrate everything in one place then it would be an improvement.

I wanted to buy some switches and integrate them into the system, but we couldn't find anyone here in Israel to provide them or to provide support. Also, we could not get a replacement if something needed to be replaced. 

We wanted to use one vendor to do everything from one managed central management point. It may be something they offer now, but I am not sure.  

It would be helpful if we can have one easy place to manage, or from the cloud to all the devices that are at the client's location. This is the backbone, the switches, the access points, FortiGate, everything. 

Sometimes you do need to know some CLI commands, so it's a bit harder for technicians or new people that don't know it. 

So, if you could do everything without that, it would be much easier when you do V-LANs.

View full review »
JC
Network Security Engineer at a performing arts with 201-500 employees

We have a partner that we work with. We have support at another level and I'm the primary person that looks after the firewall. If I have an issue that is urgent and I don't have the time to do the knowledge base to actually turn it around, we usually engage our partner, which has engineers that have the knowledge necessary to deal with it and who are certified in FortiGate. 

We have what is called FortiCare. We have FortiCare support as well for firmware and general updates and all those other things. I normally do updates and so forth myself. It's very little intervention from outside technical support.

View full review »
IK
System Administrator at a computer software company with 501-1,000 employees

There are a lot of known issues in some newer versions of the FortiGate operating system, so there is room for improvement with that. One of the problems I was having was with user mapping, and it is an issue for which I have escalated tickets with Fortinet support.

Having the newer features work in the older, more stable versions of the product would be great. Some of the new features might really help a lot, but there are problems with stability.

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RJ
Director at a tech services company with 51-200 employees

The technical support is very good. We're satisfied with their level of support. They are quite responsive and knowledgeable.

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UB
Solution Architect at a tech services company with 51-200 employees

The scalability depends on the design and how it was done. You have to think about the next five years. We get lots of new updates on the older versions and if the product is still in support then the new features will be included.

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SK
Deputy General Manager Information Technology at a media company with 201-500 employees

Their technical support is good.

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Rodolfo Bento Matos - PeerSpot reviewer
CEO e confundador at Infinity Learning
VD
Information Security at a financial services firm with 51-200 employees

We didn't need to contact technical support very much. We had a local partner and if there were problems we contacted them directly.

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RJ
Firewall Engineer at a marketing services firm with 1-10 employees

There are some problems that support cannot give you a logical reason as to why it happened. For example, I had a case where I was dealing with a WhatsApp application that was giving issues. Technical support gave more than one reason it could be giving issues, but none of them solved the problem. Eventually I solved the problem, but it was far from the solutions that support had given.

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TN
Sales engineer/Technical support engineer at Vietnet

Their support is good. They are experts. 

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Thameem Ansari - PeerSpot reviewer
Senior solution architect at a comms service provider with 51-200 employees

Technical support is okay. They could be more knowledgeable and faster.

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MV
Senior Information Technology Auditor at a financial services firm with 1,001-5,000 employees

Technical support is a local vendor. We are satisfied with the support that we have received.

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TK
CIO at a manufacturing company with 201-500 employees

We have not contacted technical support. We have been fortunate in that we did not have any issues that needed it.

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ME
Technical Lead at a tech services company with 10,001+ employees

The technical support is very good. We're quite satisfied with the level of support we receive. We find them to be knowledgeable and responsive when we have issues. 

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Pier Andrea Gabutto - PeerSpot reviewer
Owner at Gabutto MArket

I don't have any experience with their technical support. My partner contacts them for me.

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SM
Owner at a consultancy with 1-10 employees

We have a standard build. We give the client the laptop, and, especially with the pandemic, we send them home with the laptop or FedEx the laptop already configured, and the user is ready to go. 

I don't even need to know the client's password. I can just install the software and create a profile. The client fills the profile in with simple instructions, types in their password instructions, and connects it and they're good. It's really simple. 

That's why we have standardized recommending Fortinet. That doesn't mean that I don't support other solutions as well, however, the device that I like the best is the one that's easy to use for me and it's easy to use for the clients. The price point is not bad as well.

View full review »
JG
Junior Support Analyst at a pharma/biotech company with 201-500 employees

I have never had to contact customer support. We have a team that handles all of the troubleshooting; however, they do provide excellent documentation.

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AC
Network Engineer at a manufacturing company with 5,001-10,000 employees

We used a different party for support — they were pretty good.

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JackTrantham - PeerSpot reviewer
Technical Account Manager at DSM Technology Consultants, LLC

I don't like that anything more than very basic reporting is not included. You have to buy their cloud module that's an add-on for getting more customized reporting.

It has just about everything that we are looking for and the customer is needing. It's just the reporting part that is lacking in the base application.

Technical support could be improved.

View full review »
Anderson Clivati - PeerSpot reviewer
Specialist of IT Solutions at INTERNEXA

The technical support is good. We rely a lot on the documentation which is a good standard. 

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AJ
Telecommunications Engineer at a university with 1,001-5,000 employees

Technical support is good but the response time could be faster.

When it's overloaded, it works slower and overheats.

The data analysis could be improved.

View full review »
TF
Officer / General Manager Software R&D Laboratory at a manufacturing company with 501-1,000 employees

The support could be improved upon somewhat.

The performance could be a bit better. Right now, I find it to be lacking. Having good performance is very important for our work.

The command line operation is a bit out of our depth.

View full review »
AL
GM: Information Systems at a logistics company with 501-1,000 employees
RJ
Firewall Engineer at a marketing services firm with 1-10 employees

The cloud management should improve. There are other manufacturers that have better management cloud solutions. Aruba, for example, is very good at this aspect. Fortinet could look to them as a model of how to do something interesting with management solutions.

Fortinet across the board needs to improve the LAN aspect of their products.

The solution lacks multi-language support.

They could offer access points to small companies and firewalls at those access points. Aruba, in that sense, is much better for smaller organizations as they provide this possibility.

View full review »
DB
Security Systems Analyst at a retailer with 5,001-10,000 employees

I never had to deal with technical support directly, but I've never heard the guys complain about it.

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JS
Network Systems Engineer at a tech services company with 501-1,000 employees

Technical support, by and large, is very good. Fortinet has a very fast response time for their support tickets. It doesn't matter if the help is coming from the local distributor, or from web support. I don't face any problems with their level of attentiveness. I'm quite satisfied.

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Michael-Sugg - PeerSpot reviewer
CEO at Sovereign Managed Services

I haven't reached out to technical support and therefore can't speak to their level of responsiveness.

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SN
Product Manager at a comms service provider with 1,001-5,000 employees

We have premium support from Fortinet and it is quite good.

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MichaelZhang - PeerSpot reviewer
IT Director at Guangdong Technion Institute of Technology

In terms of what could be improved, the FortiGate support could do some improvements on their IPv6 configuration. Right now it's still in the very early stage for utilizing in an enterprise level network environment

In terms of the FortiGate IPS, we haven't gotten additional tools because they are not free, and we have to purchase them to maximize this IPS feature. As long as they can perform some basic functions to meet our business needs, that is okay. I'm okay with this feature right now, so far.

In the next release of FortiGate the price could be better.

View full review »
Vandy Va - PeerSpot reviewer
Head Of IT Infrastructure at a financial services firm with 1,001-5,000 employees

Technical support is acceptable, and they're good in terms of local support and global support. If they cannot resolve the issue they will pass us to another level of support

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AC
Sales Engineer - Sênior at a tech services company with 201-500 employees

I'm not sure if the solution is really lacking anything major. For us, it works okay.

They seem to have made a lot of improvements since the last release.

Technical support could be better. You don't always get the level of help you need right away.

View full review »
Adriana Ymeri - PeerSpot reviewer
IT Infrastructure Engineer at Communication Progress

I think some improvements could be made in vulnerability scanning. I'd also like to see additional features in the authentication. They support RADIUS, LDAP  but the solution doesn't have API integration with other solutions. They have API in FortiAuthenticator, but not in the firewall and not all customers want to buy another solution. 

View full review »
Daniel Gorham - PeerSpot reviewer
Senior Network Architect at Combat Networks

Their technical support is very good.

Every time we've had to open up a case or get their help, if we surpass that person's ability, it gets escalated right away. So it's very good. It usually gets resolved within a day or two.

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Mauricio Lazaro - PeerSpot reviewer
Director/Owner at Miodesk

I have never used technical support from the vendor.

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PD
Group Leader – FM Operations Team at a tech services company with 51-200 employees

The support structure needs to be improved because every time we contact them, there is a delay in the response.

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Manjil Bhetwal - PeerSpot reviewer
Presales Engineer at a tech services company with 11-50 employees

The support is the main thing that needs to be improved.

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NN
IT Infrastructure Specialist at a government with 1,001-5,000 employees

We utilize the services to ensure the stability of our network and clients protection from external treats. With the recent pandemic mobile working have increased in demand and Fortinet have easily bridge that gap to continue to support employee needs.

View full review »
JM
Network Manager at a transportation company with 5,001-10,000 employees
QV
IT Infrastructure managerInformation an Communication Services Manager at a agriculture with 5,001-10,000 employees

We had some issues with the local support, particularly with regard to purchasing the subscription. It took a very long time and at one point the license had expired and it took a while to sort out. 

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MH
Managing Director at FORESEC

I haven't worked with the technical support. I did face some admin problem with the team here in Egypt.

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IrfanShaikh - PeerSpot reviewer
CEO at Acme Technologies

Customers are more inclined towards FortiGate because of application control, web filtering, and anti-spam features. The support from the FortiGate team is good, and price-wise, it is affordable.

View full review »
KrishnakumarNair - PeerSpot reviewer
IT Manager at KSB MIL Controls Limited

The solution is very, very easy to use.

The user interface is very nice.

The product seems to offer pretty good customization.

The configuration of the product has been very straightforward and simple.

The reporting on offer is quite good.

The initial setup is straightforward as well.

We've found the pricing to be pretty good.

Technical support from the partner has been very helpful.

View full review »
SP
Data Center Operations and Customer Support Manager at a tech services company with 51-200 employees

Usually, we have our maintenance plan once a year, like a power-down test and things like that. But I'm not sure whether we have a contract with a partner company to do that or not. I believe our network engineer department may have used Fortinet technical support, though I have not received feedback on it.

View full review »
PH
Deputy Manager at a manufacturing company with 10,001+ employees

The solution has a very good set of rules.

The customization potential is quite impressive. It can be customized based on our licensing contracts.

The initial setup was pretty simple. We didn't find it to be overly difficult to execute on.

Technical support is rather helpful.

We find the stability to be pretty good.

We didn't have any trouble setting up the solution.

We find the pricing to be fairly good.

View full review »
Eric-Smith - PeerSpot reviewer
Solutions Engineer/Consultant at a tech services company with 11-50 employees

I haven't used their official tech support, which is actually a good thing. The reason I haven't used their official tech support is that they have a support mechanism in place. I have direct access to a local sales engineer, and when I have problems, I call him up on the cell phone. Based on that, they definitely support their partners 100%. They are definitely channel driven, and it shows.

View full review »
AM
Chief Information Officer at teamddt

Fortinet FortiGate offers good technical support services.

View full review »
SR
Project Manager at renaissance group

I haven't really dealt directly with technical support. Once, when I ran into an issue, I spoke with my local partner. Other than that, you can find the answers you need via the help navigation.

Therefore, I can't speak to the helpfulness of technical support. I can't speak to whether or not they are responsive or knowledgable.

I have been satisfied with the help I've received from my local partner, however. They've been quite good.

View full review »
SA
IT Supervisor at Aeon Mall Indonesia

The support is they provide is good.

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Ahamed Ali Hameed - PeerSpot reviewer
IT Manager at Hadef & Partners

What I like the most is the configuration and that it's simple, and straightforward to maintain.

The UTM configuration on-premises is straightforward and simple to use.

Support is good and the interface is simple and intuitive.

View full review »
RajM2 - PeerSpot reviewer
Deputy Manager Of Information Technology at Nitco Limited

We have been in contact with Fortinet several times and the technical support that we have received is absolutely fine.

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MR
Junior Network Engineer at a tech services company with 11-50 employees

Technical support needs to be improved.

View full review »
LW
Consultant at Resolve Technology

The solution isn't really lacking features per se.

The product does need better support in the cloud environment. It's not exactly cloud-native right now.

The solution needs to do more on the deployment in the multi-cloud. For example, clients have GCP and AWS. How do we deploy FortiGate in a cloud environment? Right now, there's no solution for that.

We're worried that the scalability isn't as good as it could be.

View full review »
Arkadiusz Świerczek - PeerSpot reviewer
IT Specialist at Divante
MP
IT Operations Director at a tech services company with 51-200 employees

The solution has many valuable features. We tend to use all of them.

The initials setup is pretty easy.

The solution offers very good documentation.

The solution can scale well.

We've been happy with the technical support we receive.

The product is reliable and stable.

View full review »
Ferrianto Suryanto - PeerSpot reviewer
Director Of Technology at PT Exa Teknologi Indonesia

Fortinet FortiGate is stable so far. We had a difficulty, but after we opened the support, we found out that it was only from having the wrong config. But so far, it is stable.

View full review »
YK
Head of the Satellite Infrastructure and Operation System Department at a government with 1,001-5,000 employees

The Fortinet support needs improvement and also the quality control of the firmware (there are a lot of bugs)


View full review »
MR
Network Security Engineer at a tech services company with 201-500 employees

The technical support was quite good.

View full review »
VK
Network Engineer at a retailer with 10,001+ employees

I've never contacted technical support. Having never dealt with them, I can't speak to their responsiveness or knowledgeability. I don't know enough about them from any kind of personal experience.

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DO
System Administrator at a tech services company with 11-50 employees

Technical support agents are really responsive. They are a small company, but they are providing high-quality technical support every time we contact them.

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JH
Engineer at The Learning Network

Our primary use case of this solution is for the firewall and IPS; the security on behalf of our network, to support north and south traffic. We are customers of Fortinet and I'm a systems engineer.

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MC
System ADM at a recreational facilities/services company with 501-1,000 employees

We have not needed any technical support for the Fortinet FortiGate service.

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UmerSiddique - PeerSpot reviewer
Sr. Network Engineer at a pharma/biotech company with 5,001-10,000 employees

Whenever there's an issue and we contact support, the response is positive. The support is impressive. 

View full review »
KN
Service Delivery Engineer - Network Security Lead at a tech services company with 51-200 employees
Kshitij Singhai - PeerSpot reviewer
Owner at Computech Associates

The web filtering facility and application control are the most valuable features from the point of view of our clients. The VPN feature is also quite popular amongst our clients. Two-factor authentication is one of the good features in Fortinet. These features are important for the current scenario of security. Security has become a necessity nowadays. With cyber-attacks becoming more common, protecting an organization's data is one of the major tasks. 

It is also very stable and scalable, and it is very straightforward to configure. Their technical support is also good.

View full review »
JT
CEO/CTO with 201-500 employees

I only talk with people here in China that are the Chinese sellers or distributors from Fortinet. They are Chinese and I don't speak or understand one single character Chinese. So for me, it's very difficult to communicate with technical support. Most of the time, I let them talk with one of the people who I know who is fluent in English and Chinese. That's what I do. 

Most of the time, I can do all the research on the internet to see what kind of device I need and then I get a translator and we figure it out.

View full review »
Bruno Barretto - PeerSpot reviewer
IT Analyst at Comdados

Technical support is good.

View full review »
MS
Lead Architect at a computer software company with 51-200 employees

Their technical service is quite good. The application notes and the help on the web are quite good.

I would rate technical support an eight out of ten.

View full review »
NW
Head of Technical at a tech services company with 51-200 employees

Technical support was very good.

View full review »
PH
President at Integral Design Software

With only two people in the company, we haven't needed to scale. Our roles include software development and providing technical support for various clients.

View full review »
MA
Manager IT at Riphah

Over the past two years, we really haven't had any issues that would require us to reach out to technical support. The user experience has been good. If we run into little issues, we may reach out directly to the vendors, however, I can't say that I've spoken with technical support. I wouldn't be able to evaluate their services or speak to their level of knowledge or responsiveness for that reason.

View full review »
SW
Compliance Officer at a venture capital & private equity firm with 11-50 employees

We don't have any experience with technical support. No problems have really presented themselves, and therefore there hasn't been a need to reach out at all. Therefore, we can't really speak to the helpfulness of technical support.

View full review »
MK
Dy General Manager at a real estate/law firm with 501-1,000 employees

The solution is designed in a way to help you, the support is good. 

View full review »
JM
System Admins at a non-profit with 1-10 employees

The technical support could be improved. There is a long waiting time for a resolution.

View full review »
Amar Patil - PeerSpot reviewer
Security Engineer at Hitachi Systems, Ltd.

Fortinet support is good. They resolve tickets relatively fast. So we've had no issues with that. And I don't know about other regions, but in my region, the salespeople working with Fortinet are strong. They're aggressively working on the sales part. So in the Pune region and the rest of Maharashtra, they're winning more contracts, and people are using FortiGate Firewall.

View full review »
Gilles Mousnier - PeerSpot reviewer
Manager GIS at epfam

When we tried to find something better, our IT subcontractor recommended FortiGate or Stormshield. I tried to find a subcontractor at my location for both, but I could only find a subcontractor for FortiGate, so I chose FortiGate. I wanted to have a local subcontractor. There are some products for which we don't need local support, but for some of the products, such as a firewall, we prefer to have local support.

View full review »
ZR
Manager at a financial services firm with 11-50 employees

There are some limitations to the solution such as publishing multiple servers with a single IP. I'd also like to see some improvement in the support system. 

View full review »
Ahmad Aloqlah - PeerSpot reviewer
General Manager at GlobalTech
AG
Senior Director Information Technology at a hospitality company with 1,001-5,000 employees

Technical support is very good. On a scale of one to five, I would give them a four.

View full review »
BE
System & Network Administrator at a tech services company with 11-50 employees

Deployment of Fortinet FortiGate took one to two days, because I needed time to put my existing environment and what we have, and what we intended to do with our network, to convert it into the Fortinet FortiGate system.

We were on another platform which was a concurrent platform and it wasn't a good one, and it was our first time to go on Fortinet FortiGate, so we had an issue and it took me a few days to deploy.

Maintenance of this solution requires two people. The number of users of Fortinet FortiGate in our organization depends on whether it's direct or indirect. If indirect, it will be all the users we have in the organization, but if it's direct, it could be just the administrator. If indirectly, it'll be a hundred users on our actual site, and 2000 to 3000 users on the other site, all done remotely.

I didn't have to contact Fortinet's technical support, so I can't evaluate their level of responsiveness. I was able to make all the configurations I wanted, without needing to contact support. This solution is good for me.

I'm rating Fortinet FortiGate an eight out of ten.

I'm recommending this solution to be deployed for a new user. I'm really happy with it.

View full review »
DO
Managing Director with 51-200 employees

Each of the devices is licensed every year and in case you have a serious critical issue we can contact the support from FortiGate directly. We contact them every once and a while but not often. We have to purchase a license that allows us the support to use them.

The support could be faster to come out with a solution.

View full review »
Hariom Kumar - PeerSpot reviewer
Manager Technical Support at Rubik Infotech Pvt. Ltd

Technical support is good. You get very good support from this product overall. We're quite satisfied with their level of service. 

View full review »
TJ
Sr. System Administration at Grind Master Machines Pvt. Ltd.

Their support is great. I would rate them a five out of five.

View full review »
YK
Head of the Satellite Infrastructure and Operation System Department at a government with 1,001-5,000 employees

We use it for a multi-tenant virtualized environment for public cloud services. We provide cloud services for the public sector.

We have two clusters with the latest version, and we also have two clusters that I would like to replace with the latest version. We have support from the vendor, and we're going to buy two new clusters.

View full review »
RV
Business Development Manager - Security at a computer software company with 201-500 employees

I've dealt with support in the past. I've also dealt with Palo Alto support. I find them to be very good. 

View full review »
JM
Network admin at Penobscot Valley Hospital

It does a lot for you for intrusion protection and as an antivirus. The threat management bundle is worth the money. You don't need another company to monitor your web traffic for you. You can do everything yourself on the firewall. You restrict your own black list for people on the firewall. You don't need to pay some other company for another product to do that for you. The firewall can do that for you. So, it's an easy-to-use product for people to be independent. They don't need to rely on other vendors to do what the firewall can do. They can do everything.

The GUI is good. I'm really happy with the ease of use of the firewall. Fortinet's support is also great.  

View full review »
GD
Executive at a computer software company with 10,001+ employees

It would be hard to rate technical support due to the fact that, up until now, we've never had to deal with them.

That said, from talking with colleagues, my understanding is that they are good, and they offer standard levels of support in line with other competitors. 

View full review »
SP
Senior ICT Solutions Architect at a tech services company with 51-200 employees

What I'd like to be improved in Fortinet FortiGate is for it to have advanced WAF functionality. Even in FortiADC, WAF functionality is not supported for advanced attacks, e.g. mobile bot attacks. Fortinet FortiGate needs to improve its WAF function.

SD-WAN is also good in this product, but it still needs improvement, particularly in security. We saw some attacks last year, so they need to improve on that.

View full review »
JL
Senior Manager at a manufacturing company with 10,001+ employees

I have not used technical support.

View full review »
Qaiser Abbas - PeerSpot reviewer
Sr. Solutions Architect at a tech services company with 51-200 employees

An area for improvement for Fortinet FortiGate is that their support needs to be more customer friendly.

View full review »
AK
Senior Manager (Engineering Department) at a comms service provider with 10,001+ employees

Price, of course, can always be more competitive or better.

If a customer has a requirement for firewall, security, WiFi, and analytics, it is good if we can propose a solution from the same vendor, but we have found that no distributor in Hong Kong has sufficient knowledge to deploy Network Access Control (NAC) solutions. They have a wide range of products, but apart from the popular ones, such as a firewall or an AP,  there is not sufficient support here in Hong Kong for NAC solutions.

View full review »
PM
Responsabile ced with 1-10 employees

It is used on a daily basis and in general, stability is okay.

There were two instances where the memory was full and the WLAN was blocked. The system had to be restarted. This may not have been a problem directly related to FortiGate. It may be that I didn't have enough to support the product. Perhaps a larger model would solve this issue.

View full review »
KM
Technical Architect at a computer software company with 10,001+ employees

The technical support from Fortinet FortiGate is terrible. They can improve.

The presales, account management, and post-sales are the three worst things about Fortinet.

View full review »
KM
ICT Systems Administrator at a philanthropy with 11-50 employees

Technical support for this solution is really good.

The first time we were using it, we called support and reported an issue, and saw that support was really good. There's nothing I can complain about regarding technical support for Fortinet FortiGate.

View full review »
ML
Network Engineer at a comms service provider with 51-200 employees

The technical support is good. However, there are some problems with the new technology for the new version of the operating system that the support does not know much about. 

We have had two or three cases when we had a problem and the support was very good and responsive. We had an immediate response.

View full review »
EranjayaKumarasiri - PeerSpot reviewer
Security Engineer at Eguardian lanka

The technical support from Fortinet FortiGate is 24 hours a day seven days a week, and 365 days a year. The support is good from Fortinet, and local distributor partner support has been helpful, we highly recommend them.

View full review »
Shaik Sayeed - PeerSpot reviewer
Information Technology Solutions Manager at UBG

The technical support is very helpful. We had a very good experience with them.

View full review »
ZB
Group Manager Procurement/SCM at a comms service provider with 201-500 employees
AK
Solution Architect at TNS Networking Solution Pvt. Ltd

Technical support is okay.

View full review »
BS
Assistant Manager - Network & Security at a manufacturing company with 5,001-10,000 employees

We had some simple questions for the support and they were able to respond within a few hours. I was satisfied.

I rate the support from Fortinet FortiGate a four out of five.

View full review »
Rehan Rauf - PeerSpot reviewer
Network Engineer at Nayatel Pvt. Ltd

I'd like to see training provided for new features and upgrades, it's not currently available. They really need to work on their support. There's a huge market for enterprise business right now and Pakistan is focusing on network security. Fortinet lacks local premium support.

View full review »
Hamada Elewa - PeerSpot reviewer
System Engineer - Security Presales at Raya Integration

We were satisfied with the technical support from Fortinet FortiGate.

View full review »
Michael Vlahakis - PeerSpot reviewer
Founder at Digivalue

They supported us in many of our projects when we needed the expertise to configure the devices properly according to the customer's specifications.

View full review »
JH
Architect at a manufacturing company with 10,001+ employees

We have several sites spread geographically across Latin America and Asia that use FortiGate. Some of them are unable to support cloud services so we have deployed it on-premise in order to provide ourselves with a fast and secure network.

View full review »
VK
Network Engineer at a tech services company with 5,001-10,000 employees

I've contacted technical support in the past.

For example, I tried to update my firewall to 7.0.4 and there was a block with the DHCP server. Some devices did not acquire an IP address. Really, it was something about FortiGate. I asked Fortinet for technical support and I created a ticket, and the next day they replied to me they agree that this was a bug that they would work on. As far as I can see now, there is already an option of 7.0.5. While I didn't test it myself, in the changelog I can see that this bug is fixed.

So far, we have been satisfied as they have answered us by the next day typically.

View full review »
Ismael Abdelkader - PeerSpot reviewer
Strategic Development Manager at Arrow Electronics

The technical support from Fortinet is very nice.

I would rate them a five out of five.

View full review »
Ed Sexton - PeerSpot reviewer
Account Director at Exponential-e

It is reasonably straightforward if you've got the management portal in terms of FortiCloud. With that, migrating from one firewall, as it reaches the end of support, to an upgraded firewall is fairly intuitive. You should be able to easily reverse out a script and configuration and apply that to the new firewall, following proper governance as a managed service.

We're a managed service provider, so we would probably put two to three PS engineer days to follow the appropriate protocol. From a lead time perspective, a new high availability firewall deployment should not take more than 10 working days from the config test, deployment, and failover test perspective.

View full review »
LM
Head Of Technology at a tech services company with 51-200 employees

I am familiar with technical support and they're very responsible. I haven't had any issues with them so far.

View full review »
AM
Security Presales Consultant at a tech services company with 501-1,000 employees

The stability is very good in Fortinet FortiGate. If there are bugs or problems the issues are fixed quite quickly with updates. Palo Alto has a similar level of stability, they support their appliance from updates to the OS.

View full review »
Girgis Hady - PeerSpot reviewer
Network Technical Lead/Manager at WadiDegla

Their support can be improved in terms of the response time and the quality of support.

There are some tiny bugs that sometimes affect the operations. In the past revision of it, there was a bug. Because of the bug, we had to downgrade the version. It happened only with the last revision.

View full review »
DM
Founder, Chairman of the Board at a tech services company with 1-10 employees

It is very expensive, and their support is not very good. I hope that their technical support will be better in the future.

In terms of new features, it is a complete product. I don't expect any new features.

View full review »
JS
Network Engineer at a logistics company with 10,001+ employees

I have not yet interacted with them. That's because we didn't encounter any important issues. When we have any technical questions, our partner has been able to answer our questions. So, I don't have any experience with Fortinet support.

View full review »
Raphael Haroun  Ikyagh - PeerSpot reviewer
Network Administrator at a financial services firm with 1,001-5,000 employees

I think there is a third-party vendor that is helping with technical support.

View full review »
AR
Product Manager at a comms service provider with 1,001-5,000 employees
Ali ALI - PeerSpot reviewer
Assistant Manager Traditional Channels at FrieslandCampina

There are limited features.

Scalability could be improved.

The issues with the IOS are that they occasionally hang. They are not as reliable as they once were. 

When there is an issue with IOS, new updates are introduced, but the updates also have a lot of issues.

Performance and technical support are the main issues with this solution.

When compared to Cisco ISE, the device administration is not very good.

Fortinet is not very good at firewalls when compared to Cisco. Cisco offers full administration control, TripleA, SQT, they use TACACS security protocols, and they have much more control. Cisco's approach is superior.

View full review »
Walid Semrani - PeerSpot reviewer
Networking and Security Engineer at a tech services company with 1-10 employees

Support is very responsive and their staff is well trained.

View full review »
JA
Founder / Principal at a tech services company with 1-10 employees

Their technical support is very good. I would rate them a four out of five.

View full review »
Yassin Hassan - PeerSpot reviewer
Senior Technical Support Engineer at a agriculture with 1,001-5,000 employees

Fortinet technical support is nice.

View full review »
WK
Network/Systems Administrator at NRSP
Charbel Hajj - PeerSpot reviewer
Senior Supervisor at MEPEQ

I have contacted technical support many times, they are very important and they are very good. They follow up on all of the cases that we have opened.

The response time is great.

They also always have an updated version of the firmware.

View full review »
AT
Network Administrator at Hellenic National Meteorological Service

We have a contract with a Fortinet partner, and they're very good at providing support. We don't have the communication directly with Fortinet.

View full review »
MH
Fraud Risk Analyst at a university with 1,001-5,000 employees

I had issues with Fortinet FortiGate more than three years ago, and I opened a support ticket, and we were able to solve the issues. The support for this product was fast.

View full review »
Anderson Guedes - PeerSpot reviewer
Specialist of IT Solutions at InterNexa

The technical support from Fortinet FortiGate is good.

View full review »
RM
User at a non-profit with 51-200 employees

Their support is good.

View full review »
Thendo Ndzimeni - PeerSpot reviewer
Network Administrator at Automated Outsourcing services

What we like about Fortinet FortiGate is that it's fast. You can also use it immediately, e.g. you don't have to wait and apply the policy before you can use it. It's robust and offers immediate usage, unlike Check Point, which we noticed was a slow product.

Fortinet FortiGate is also more secure, depending on how you set up the SD-WAN technology.

We also like the zero trust access, arrays, and the EDR features on this product. It's also 100% more user-friendly, e.g. even when I worked with them configuration-wise. The availability of the support hotline and their knowledgebase articles, e.g. the Cookbook, help a lot. Those articles are accessible to everyone, and they're free.

Whenever you implement a solution, you can run through Cookbook, then you can install the Fortinet certificate if you aren't able to, if you're stuck, but most of the time you are likely to get it right. The Cookbook explain everything straight to the point, and this makes it much easier.

View full review »
Mina Aziz - PeerSpot reviewer
Senior System Engineer at Effvision

If we have an issue we can contact support. We have had good experiences with the support from Fortinet FortiGate.

View full review »
Arf Wu - PeerSpot reviewer
Manager at Readytech

I am satisfied with the technical support from Fortinet FortiGate.

View full review »
Mohamed El-Sherbini - PeerSpot reviewer
IT Manager at Mada Insurance

Fortinet FortiGate should improve the VPN tokens. 

The upgrades should be reviewed more frequently, such as daily, to avoid any corruption or issues that can happen, without losing my VPN client. We should not need to downgrade the solution to fix the problems until the Fortinet FortiGate support solves it.

View full review »
RK
Systems & Network Administrator at a tech services company with 51-200 employees

We have not used the support from Fortinet FortiGate. We do all the support of the solution internally.

View full review »
Dhsrms Fff - PeerSpot reviewer
Team Leader Network & Security at Rogers Capital

I have found the support from Fortinet FortiGate very poor. I do not use them anymore because they are not very good. This is based on the support I have received from South Africa and India. However, the support from France I have heard was excellent. I only open support tickets for bugs.

I would rate the support from Fortinet FortiGate a two out of five.

View full review »
Tamer Baher - PeerSpot reviewer
Professional Services Manager at Insight Technology

The support is very good. They respond on time and are professional. From a technical perspective, they're good.

View full review »
KM
Systems Engineer at Vernity

It's a flexible solution. The security that it's providing is a valuable aspect of the product.

FortiGate integrates well with other equipment such as FortiSwitch, FortiIB, and more, and delivers one pane of glass for the management of those devices. 

It's an easy solution to set up.

Technical support has been good.

View full review »
Mario De Keer - PeerSpot reviewer
IT Infrastructure & Service Manageer at Cerba Research

It is used as a defense mechanism for securing the internal network from the external network. We also use it to have VPN tunnels between us and our partners and the support organizations we work with.

We are using FortiGate 200F.

View full review »
Sunil Kumar Nair - PeerSpot reviewer
Director Of Information Technology at Al Falah University

Fortinet has been a Perimeter Security which defends our network from Internet attackers, armed with zero-day exploits of common Internet services like HTTP and SMTP. We applied access-control lists to limit classes of VPN users' access to only what they need as a support team or solution deployers. We Shut off unused network services and defended critical resources first. We Build Internet-style perimeters for partner extranets. We also built secured wireless access.

View full review »
Costa Mitsios - PeerSpot reviewer
Deputy Technical Director at Space Hellas S.A.

I rate the technical support from Fortinet FortiGate a three out of five.

There is room for improvement.

View full review »
DO
Network Solutions Architect at Yazata Solutions

We use FortiGate for security. Some clients use the whole Fortinet solution, including FortiSwitch, FortiAP, and FortiExtender, but FortiGate is my bread and butter.

We have a hybrid deployment. A lot of it is onsite, and we have data center collocations. Some customers do collocations with us, but others request connectivity to Azure or another cloud services provider. Fortinet has plugins for Azure, AWS, or Google that make it easy to configure VPNs out of the data center or off-site. 

Typically, we stick with Azure because their support is better, but we do have a handful of customers that choose AWS. We have the solution deployed across Canada. One of our biggest customers is a retail company with many little stores under their umbrella. We cover everything from British Columbia to a couple of sites in Newfoundland. I estimate that we have around 1,200 users.

View full review »
Luis Teran - PeerSpot reviewer
Engineer at Cyber Sea

Technical support has been good.

View full review »
MS
Quality Trainer at MOH

The Fortinet FortiGate local partners were good. I did not have direct contact with Fortinet support.

View full review »
Barracuda CloudGen Firewall logo Barracuda CloudGen Firewall: Support
MS
Head of Technology and Operations at a tech services company with 11-50 employees

It is superb. They are really good, and the support is above the industry standard.

View full review »
Kyle Souza - PeerSpot reviewer
Data Wizard at P n P Oil and Gas Solutions

I have called their tech support a lot. They are great.

View full review »
A. Naser - PeerSpot reviewer
Founder CTO at a tech services company with self employed

As the head of technology, I design networks and infrastructure. While designing the infrastructure, my concern is the security part, including the firewall. The solution has to be automated and I need to have proper support once I install the infrastructure. I need 24-hour support, which cannot be done on my side as my IT team is small.

The way Barracuda has helped is that, once I have configured a system, it is taken care of by the Barracuda support team. If anything goes wrong or I need any kind of support, I just call their support number and get 24/7 support. They call me back from this or that country, they take over the firewall, and they provide the solution. They are basically working as my extended support team. This is one of the advantages of Barracuda.

In addition, during the eight years I have been using Barracuda, I have had hundreds of thousands of attacks on my network and all of the attacks have been addressed by Barracuda with a proper solution for all of them. My network has never been interrupted, there has been no denial of service—nothing like that—for eight years. That's why I am loyal to Barracuda.

Overall, Barracuda has increased the speed and performance of the infrastructure by 15 percent. And it has decreased expenses in the sense that it is protecting my data. In the smallest network that we handle, the value of data per year is €20 million.

View full review »
Andrea Andrea - PeerSpot reviewer
CTO at BE.iT SA

I call support sometimes. I have to admit that customer support was better three or four years ago. Now, they switched their first level of support to India. Sometimes it's quite difficult to understand the technician. Then, if you go to the second level of support, it's far easier, since they are here in Austria. It's not a problem to talk with them. The second level of support is performed by people who are writing the software. They know the product very well.

View full review »
pfSense logo pfSense: Support
VinodGupta - PeerSpot reviewer
CEO and Founder at Indicrypt Systems

Given that the solution is a free and open source product, it doesn't have any technical support center. We just have the online documentation which is not one of the best, but it's good. 

View full review »
Omer Mohammed - PeerSpot reviewer
Senior System Engineer at a financial services firm with 1,001-5,000 employees

I do not have experience with technical support.

View full review »
OSCAR ARANGO - PeerSpot reviewer
Systems Manager at CORNARE

It would be ideal if the solution could integrate with Snort and OpenVPN.

The technical support needs to be improved.

View full review »
EDWIN GARZON - PeerSpot reviewer
Defensive Security & BlueTeam at Global Research CO

The solution offers good value.

The captive portal on the product is excellent.

The solution has a very nice load balancer.

It's a good solution for end-users. It's pretty easy to work with. 

The user interface is very nice. It's easy to navigate around the solution.

Technical support is very helpful.

View full review »
TS
Principal at a tech services company with 1-10 employees

Their technical support is excellent. They do have good support service. I don't use it because I've never had any problems with it, but the people I know who use it in bigger environments love it. You can even search their knowledge base and learn anything you want to know pretty quickly. 

View full review »
HP
Engineering Manager at UTI Tech SA de CV

It's open-source. You can pay for support if you need. 

View full review »
JR
General Manager at Galgus

One of the advantages of pfSense is that it is very easy to work with. It is a very good open-source solution, and it works really well.

pfSense provides a complete package. For some features, it could be the first solution in the world. It is a very good alternative in the market for a firewall solution. You don't need to go to Cisco or other brands with expensive firewalls. pfSense also allows us to offer some support services.

View full review »
MB
IT Support Specialist with 51-200 employees

The tech support is excellent if you have a support subscription. If you didn't have that, you could be lining up for a while. It could be a hit or miss, whether you get someone that's actually going to help you. 

However, we have a subscription and therefore our support is always excellent. We're quite satisfied with the level of service we're getting.

View full review »
BH
Systems Administrator at a tech services company with 51-200 employees

Their support could be better in terms of the response time.

View full review »
RG
CEO at a tech services company with 11-50 employees

Technical support is very supportive. When we are in contact with them, there is no problem at all.

View full review »
Bojan Oremuz - PeerSpot reviewer
CEO at In.sist d.o.o.

The technical support is organized well. We do most of the technical support for our customers in-house but there is a second level of outside support available. It is okay. 

View full review »
Bojan Oremuz - PeerSpot reviewer
CEO at In.sist d.o.o.

Technical support is well organized. Most of it is in-house, but in the case there's also a we have access to a second level if necessary. 

View full review »
Hugo Hoyos - PeerSpot reviewer
IT Infrastructure Analyst at ADRA Peru

The pfSense page, community support, and YouTube tutorials are good.

View full review »
ES
IT analyst with 1,001-5,000 employees

While the websites and forums are excellent, we don't have any dealings directly with technical support. Therefore, we can't speak to how they are in terms of their responsiveness or knowledgability. 

View full review »
Sandeep-Pandita - PeerSpot reviewer
Head of information Techenology at a real estate/law firm with 201-500 employees

The support is good when comparing to other solutions.

View full review »
Leon Pinto - PeerSpot reviewer
Consultant and Head of Services at ILANZ LLC

I think the documentation is good enough because I've never had the need to contact technical support. I just use Google to get the information that I need.

View full review »
Malik Yusuf - PeerSpot reviewer
Solution Architect, Managed Services & System Integration at Transmeet Technologies

With pfSense, we've never had to send an email to a Netgate official support organization. We follow the forum discussion — the community. We'd ask an expert in the community. That's how we deal with any issues.

View full review »
MA
CEO at a tech services company with 1-10 employees

Scalability-wise, it's great. Often, we need to research and assess the size of an appliance in order to understand what kind of environment the firewall is going to protect. From here, we have the possibility to do an upgrade depending on the type of model.

There is the option to have a firewall that is entry-level or a firewall that supports a huge internet service provider. We have many solutions that we can apply to our customer's environments, but first, we need to do these assessments in order to help us choose the right appliance. One appliance simply can't be upgraded to cover this entire spectrum of needs or the size of demand. This is why we must perform these special assessments.

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PG
Software Applications Manager at a engineering company with 201-500 employees

With what I am running now, I haven't had to reach out to technical support. However, an upgrade failed two years ago and I needed to contact technical support to get me the new image for the device. They were very efficient. I was satisfied with the level of support I received.

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ZelalemGedefie - PeerSpot reviewer
Senior System Administrator at Debre Markos University

We have used technical support in the past. They have always been very helpful and responsive. They are knowledgeable. We have no complaints. We're quite satisfied with their level of service. 

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Paulo Janeiro LJT - PeerSpot reviewer
Information Technology System Administrator / Director at Legault Joly Thiffault

I found the technical support of the solution to be not very good at all.

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TW
Managing Director at Midgard IT

We've never had to use technical support. Therefore, I can't speak to their level of knowledge or how helpful they are. We've always just been able to find the answers we need without their help, and therefore have never really had to use them.

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Stephane Boudant - PeerSpot reviewer
IT Manager at a marketing services firm with 1,001-5,000 employees

I never had to contact their support because everything has been working fine.

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FlorianBUIS - PeerSpot reviewer
Infrastructure Administrator at CFA-INSTA

The technical support was good in my experience.

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VO
Head Of Infrastructure at a transportation company with 201-500 employees

The solution is free. However, you need to pay for support.

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AL
NOC Manager at a tech services company with 51-200 employees

Most of the support is online.

We do a lot of reading, and if there is any support or suggestions we quickly do it. 

We have not contacted them directly.  

They have a lot of resources available on the internet that will guide you in finding your way around.

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Zelalem Gedefie - PeerSpot reviewer
Senior System Administrator at Debre Markos University

Highly it provide not only network security solution, it also supports the institution for network management. Additionally, we use for DNS server.

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MA
Technical Presales Consultant/ Engineer at a wholesaler/distributor with 10,001+ employees

I don't have contact with technical support. If you have an issue, you can go to the online community and wait for someone to respond. There's no SLAs for that. The only way I would have access to their support is if I actually purchased a Netgate appliance.

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MN
Owner at it logic

They do not provide support in India.

The security could be improved.

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Stephane Boudant - PeerSpot reviewer
IT Manager at a marketing services firm with 1,001-5,000 employees

I have not been in contact with the technical support because everything has been easy with the solution and there is clear documentation available.

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JG
Vice President - Engineering & Delivery at a tech services company with 51-200 employees

I have not needed to contact technical support. I have not had any problems with pfSense.

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TS
Principal at a tech services company with 1-10 employees

I would like to see pfSense integrate WireGuard. Currently, pfSense uses OpenVPN, and there's nothing wrong with it, but WireGuard is a lot leaner and meaner. Unfortunately, it's not ready for pfSense, which is built on BSD, and WireGuard is not yet integrated with BSD. The issue is that pfSense is waiting for BSD to add WireGuard support. Once WireGuard is supported on BSD, you can bet pfSense will adopt it. 

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TO
Managing Director at a comms service provider with 1-10 employees

Technical support is perfect, excellent. 

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CandidoViandro - PeerSpot reviewer
National IT Coordenator at a government with 51-200 employees

The user interface can be improved to make it easier to add more features. And pfSense could be better integrated with other solutions, like antivirus. For example, pfSense could add templates with firewall policies that a user can customize. I haven't tried to integrate pfSense with Microsoft Active Directory, but in Mozambique, we use many Kaspersky antivirus solutions. If pfSense integrated with these antivirus solutions, everything would be much more stable because most of the companies here have a different kind of security solution. Within a single company, you might find two or three different antivirus suites. So, for example, there could be an open-source solution that you get for free, but you can pay for the support if you want it. So for solutions like that, it would be great.

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RH
IT consultant at a tech services company with 1-10 employees

The solution could improve by having centralized management and API support online.

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TO
VP of Business Development at a tech services company with 1-10 employees

Technical support was through an online chat. I don't remember us running into any snags. 

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FA
System Administrator at a tech services company with 51-200 employees

It would be great to add more to security.

I know that pfSense has a lot of features, but I don't know how to configure and enable them. That is why I am looking into my support options. I am looking for better security and performance.

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Dilawer Ali - PeerSpot reviewer
Acting Manager IT at National Insurance Company Limited

We had one issue with hardware support. The department head who was managing the solution became the director of the company, but he still has administrator access. And usually, whenever a WAN goes down, we always have a backup, but the hardware doesn't support more than one WAN. And then, if he wants to switch, he doesn't know how to reconfigure it. So we have to wait for the ISP to resume their services, which is not professional.

Also, the GUI is helpful, but it's not user-friendly. It's complicated. It should be more intuitive for the average user and have an excellent graphical view. Of course, the user will typically know about network administration, but it still should be easy to understand. A user should be able to find the feature they're looking for easily, but pfSense isn't so good in that sense.

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GC
Chef at a media company with 11-50 employees

Their support is good.

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KK
Information Technology at a transportation company with 51-200 employees

I've never dealt with technical support before. I can't speak to how helpful or responsive they are in terms of answering support-related queries. 

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RS
IT Manager at a consultancy with 1-10 employees

I have not contacted technical support.

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JoaoBrito - PeerSpot reviewer
Owner at artesistemas.net

Other solutions provide more scope for growth. For instance, we can have only 10 to 20 employees on VPN, but other solutions can support more users. We also have more capabilities to increase the performance of the solution.

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Buford Laruan - PeerSpot reviewer
Network Administrator at Benguet State University

I don't have any experience dealing with technical support directly from the makers of pfSense. I am using its Community Edition. That's why when it comes to technical support, I rely on myself, the community, and the information on the internet, especially from those who are more adept at it than me.

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SonicWall TZ logo SonicWall TZ: Support
PB
WCOIL/IT Department at Lima Central Catholic

Easy setup, good support, reasonable pricing.

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TE
IT Manager at K-Vac Environmental Services, Inc.

It was chosen by an IT support company.

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Rajendra Burla - PeerSpot reviewer
Manager IT/ System Administrator/ Network Administrator at Indsec

Their technical support is good. For technical support, sometimes we write directly to SonicWall, and they provide the solution. We sometimes also contact our vendor for support

View full review »
FM
DPO - Especialista em Proteção de Dados at a tech services company with 11-50 employees

We don't like the technical support much. There is a long wait time to get a response. 

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WT
Information Technology Network Support Specialist at a hospitality company with 51-200 employees

We use SonicWall for the connectivity it provides. We are customers of SonicWall and I work in network support.

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TD
Owner\Operator with 1-10 employees

The solution works very well.

They seem to be protecting themselves, or, at least, I assume they are, when they ask you to go online to enable the device.

The solution is easy to use. The actual setup is pretty easy.

I've found the technical support to be helpful. With all of the specifics, whether it's VPN stuff or the Analyzer products, et cetera, I'll always call for help. 

I'm very comfortable with the product. I know enough to really get to where I need to be and then to get it right. For my customers, I can call and get help if I need to, and it's nice to have that option, however, I'm really quite comfortable overall with its functionality.

View full review »
Balaji Desai - PeerSpot reviewer
Head Information Technology at a manufacturing company with 501-1,000 employees

The technical support is not very good. There is a facility called Geofencing where you can block IP addresses or certain countries.

When contacting their technical support, the technical support said that such a facility is not available in this firewall.

Another issue we had with technical support was when we wanted all of our VPN users to be migrated from our old firewall to this firewall, but somehow, technically they failed to do it. We had to configure it manually.

The technical competency of technical support is a bit on the lower side.

View full review »
GM
IT Infra Head at a consumer goods company with 1,001-5,000 employees

Technical support is good. There is no need for improvement.

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ON
Diretor Comercial at a retailer with 1-10 employees

Their technical support is very good. I also like its documentation, which is easy to access.

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AK
IT Administrator at a healthcare company with 51-200 employees

Their technical support is good. They are very helpful. I would rate them an eight out of ten.

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Darshil Sanghvi - PeerSpot reviewer
Consultant at a tech services company with 501-1,000 employees

The stability could be a lot better. The SonicOS, which we were using, was not that stable. Sometimes it is not performing as expected as per the policies we have set. 

The log, the logging capabilities, are not so good. For example, the logging for traffic logs was not being stored properly. The logging must support some storage space. If there is a storage device or storage mechanism within it we would be able to get the log easier.

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JL
General Manager at Antea Consulting

For the SMV market, it's very nice support. We have no complaints. We're happy with the service they provide, especially at the price they offer.

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Roy Haddad - PeerSpot reviewer
Director at FOXMINDS Solutions LLC

The technical support is excellent.

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RH
President at a tech services company with 1-10 employees

The technical support is good. However, there is a language barrier because their support is based out of India and you cannot always understand the agent that you are speaking with. Sometimes support is outstanding, and other times you do not have the level of technical expertise that you need.

View full review »
SandeepKumar13 - PeerSpot reviewer
IT Manager at a legal firm with 11-50 employees

The web security and IPsec VPN are both valuable aspects of the solution.

The NAT policies and port forwarding are great. 

We were initially actually using very basic features for my organization's requirements. It is a very simple model. There isn't much complexity to it.

It's been very easy to implement and deploy.

The solution is stable. 

Technical support is perfect.

We've found the pricing to be pretty good overall.

View full review »
AR
VP of IT at a tech services company with 51-200 employees

Technical support is good. We have no issues with the technical support.

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TH
Product Manager at a tech services company with 1,001-5,000 employees

It is scalable. The entry-level companies are taking TZ 300, TZ 400, and TZ 600 from us, and they have 100 to 150 users. The bigger companies ask for the next-generation firewall such as NSA 2650 and NSA 3650.

We have about 50 customers who are using SonicWall. They include government organizations and corporates. We have lots of clients who have already taken SonicWall. They have the license, support, and subscription for two years. 

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Tharuka Fernando - PeerSpot reviewer
Information Technology Executive at Pelemix Lanka

Whenever I needed any kind of support, the local partner gave me the best possible support. Their support was extremely good.

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AM
Creative Head/Director at a marketing services firm with 1-10 employees

Tech support is knowledgeable when it comes to clarifying a technical issue. 

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Eric Barba - PeerSpot reviewer
Senior Systems Analyst at a construction company with 1,001-5,000 employees

We don't use the technical support very often, but the last call I had with them, everything was resolved within the hour. I spent more time on hold than I did with the person. It was 15 minutes on hold, for 10 minutes to resolve the issue. Otherwise, it's great. 

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RA
Executive Project Manager at a non-profit with 1-10 employees

The support for SonicWall TZ is good.

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VB
Senior Network Engineer at a healthcare company with 501-1,000 employees

We experienced a very good level of support from the vendor and they have assisted us in real time via remote session when needed.

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RENE MOLINA - PeerSpot reviewer
CONSULTOR at COMOL S.R.L.

Technical support is very good. 

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SS
Senior Member Of Technical Staff at Flexera

Technical support is good, there is no issue.

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Enrique PerezAfonso - PeerSpot reviewer
Business cybersecurity Specialist at Forlopd

The support is excellent

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NM
Head of IT at a engineering company with 501-1,000 employees

I never needed their support.

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Antonio Galvao - PeerSpot reviewer
CIO at ENGEREDE SOLUÇÕES EM TI

They have a good technical support. I have no problem with them.

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Jefferson Monfardini - PeerSpot reviewer
IT Director at BRASP

Licensing fees are on a anual or monthly basis.

There are no additional costs. It is only about support and license fees.

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DT
Integration Engineer at a non-profit with 10,001+ employees

The user support could be improved because you have to go outside to get that kind of support.

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Harish 12 - PeerSpot reviewer
Cyber Security and Information Governance Head at Aeren

SonicWall is perfectly okay for businesses that need to support around 100-150 users.

View full review »
SN
Pre Sales Security at a tech services company with 201-500 employees

Support for SonicWall TZ needs improvement, particularly the time it takes before you're able to speak to a support person, e.g. you have to wait for at least 30 minutes on the phone, and this needs to be improved.

This is an affordable solution, but a competitor like Sophos can give SonicWall a run for their money. Sophos and Fortinet are major competitors of SonicWall, and the way they package their solutions, especially Sophos, they're cheaper, so for some customers who aren't technical, they will just run to these competitors because they're cheaper. However, once you explain to the customer that this is the situation, mostly we're able to win the business for SonicWall.

An additional feature I'd like to see in the next release of SonicWall TZ is enhanced automation.

View full review »
KS
Sr. Executive IT / DP at a financial services firm with 1-10 employees

The user interface is a little challenging. It is not something I am familiar with. Things could go much more smoothly if they could be improved.

The interface and technical support are probably the two most important things that I would like SonicWall to improve. If the product that they have is to be phased out, there must be an upgrade in technology as well.

View full review »
Sahil  Darji - PeerSpot reviewer
Network Security Engineer at Khimji Ramdas

Technical support is very good. 

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NU
Security Analyst at CyberTalos

I have contacted the technical support from SonicWall TZ and their support is good.

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AlaaMady - PeerSpot reviewer
System Administrator at a insurance company with 51-200 employees

It is an easy solution to set up.

It's a stable solution.

Technical support has been helpful.

The price is good.

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SonicWall NSa logo SonicWall NSa: Support
Flavio Soares - PeerSpot reviewer
Senior Systems Administrator at a manufacturing company with 51-200 employees

The technical support is great. I've never had an issue where I've needed to wait more than a few minutes for them to fix it.

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MN
Owner at it logic

Technical support is good and it is available online as well as offline.

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PB
IT Security Analyst at a outsourcing company with 51-200 employees

The support that I get from SonicWall is good. They have supported us for more than ten years and we haven't faced any issues with them to this point.

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Balaraju K - PeerSpot reviewer
Technical Lead at 64network security pvt ltd

Technical support is excellent.

View full review »
KS
Senior Manager Information Technology Infrastructure at a wholesaler/distributor with 1,001-5,000 employees

The technical support is great.

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SK
Project Specialist at integra software

Vendor support needs improvement. The frequency of time and support should be increased.

From a vendor perspective, we were expecting more support.

When we experience a technical issue, it should be rectified immediately. We are facing a delay with response and resolution.

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AA
Director of IT at a consultancy with 11-50 employees

I had to call support when one of my VPNs was failing. The VPN tunnel between two sites wouldn't stay up and they had us use a different security protocol.

They were very helpful. I found them to be quite responsive and knowledgeable. I don't think the problem with the VPN should have been there in the first place, however, that said, they did help us. I'd rate them, overall, at a nine out of ten.

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Manoj Nair - PeerSpot reviewer
Tech consultant at select softwares

It's very simple to use and the support is great. I am in India and they have a support office here. As a company product, SonicWall firewalls and their support has been excellent.

It's a simple, rugged product. When I say rugged, mechanically, it's a very rugged box. The same thing applies to Sophos also, it's also a very rugged box. It's rugged technology, it can take a beating and still be operational. 

One of the greatest strengths of the SonicWall system is that they have multiple portals for multiple tasks, whereas all the other solutions have no single tool for doing multiple tasks. That has been one major advantage of SonicWall. Regarding the SonicWall box, you need to be capable of taking multiple loads compared to the competition. That's a very unique feature of the SonicWall system. They also have an antivirus solution that is tied to their system which is called SentinelOne.

The support is very good. The product is also very reliable. There are always new, frequent updates — nothing more or less. It's very flexible; it's ready to go right out of the box, unlike some other solutions which require a lot of training. The GUI is very user-friendly. Even if you've never touched a firewall in your life, with a bit of time and practice, you'll get the hang of it.

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DW
President at a tech services company with 1-10 employees

SonicWall has exceptional tech support. I would rate checkpoint support best, SonicWall next, and Fortinet would be third. I would give SonicWall's tech support a rating of 7.5 to eight.

The structure of dealing with them is good. Once you get through to a support person, the support is very good. But getting through, getting to the point where you have someone on the line can be difficult. 

Overall, they're good at their job and they speak English.

The level of tech support varies: sometimes you get lucky and they're exceptional, and sometimes it's somebody that isn't that good.

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VK
CISO at a manufacturing company with 10,001+ employees

The technical support is very good.

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Hector Lopez - PeerSpot reviewer
IT and Project Manager at Network Secure El Salvador

The content filter needs to be improved. I would also like to see better application filtering.

When we are troubleshooting problems, we find that the logs we see are not sufficient. It makes it difficult to find out what the main issue is. It means that we have to search further or perform another test to see what happened.

Technical support is in need of improvement.

View full review »
SK
IT Manager at a educational organization with 51-200 employees

It is able to fulfill my requirements. It protects our network environment. It has control over IPS, signatures, and it can also manage bandwidth and mapping. It is also stable and has good support.

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RamaswamyK - PeerSpot reviewer
M. I. S. Manager at Ruby Mills Ltd

I have contacted their technical support, and I have received good support.

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JV
Director Comercial at a tech services company with 201-500 employees

Customers usually had FortiGate or WatchGuard. Those are the two major brands that we have replaced with SonicWall.

SonicWall is being represented by us here in Panama. FortiGate is a very strong solution here in Panama, but we're trying to get them out of our way. Price is the biggest thing that we might use to replace them. 

Support from the vendor is also a big thing here. WatchGuard has no representatives in Panama. They have no presence, so, it is very easy to replace them, but FortiGate is a difficult one to replace.

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TanveerBhatti - PeerSpot reviewer
Network Security Engineer at Next Step

We did not require technical support.

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Jeremi Albrizio - PeerSpot reviewer
Information Security Manager at a manufacturing company with 51-200 employees

I've never used SonicWall tech support

View full review »
MV
Network Administrator at a healthcare company with 201-500 employees

I've never opened up a technical support case with the product. It's worked quite well, and we haven't run into trouble that would require us to reach out. I can't really speak to how helpful or responsive they are due to the fact that I have no experience with them.

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CR
Systems network admin at a educational organization with 10,001+ employees

We're not happy with the device itself. We're obviously moving away from it for a reason that they're a Swiss pocket-knife of devices and they do a lot. However, nothing is really done well. They don't specialize in one thing that they excel at. They try instead to do almost everything and end up failing.

We're not particularly fond of the way it generally performs. We are finding ourselves rebooting often. There are freeze-ups and that kind of thing. The stability needs to improve exponentially.

Technical support is pretty slow to respond and escalate matters.

The cost of the solution is quite high.

The solution could use an invisible DPI-SSL or something that doesn't require a certificate rewrite. Most of the other vendors are doing that now. 

The SSL VPN performance-wise is terrible.

View full review »
Luke Wainwright - PeerSpot reviewer
Cybersecurity Engineer at Networks Unlimited Africa

I had experience with support in the past and I found them to be helpful and responsive. I was very pleased with their level of assistance.

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Darshil Sanghvi - PeerSpot reviewer
Consultant at a tech services company with 501-1,000 employees

The technical support was very responsive.

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AL
NOC Manager at a tech services company with 51-200 employees

We have regular contact with technical support.

When we send a support ticket, they respond to us within the day and resolve the issue.

They have a good response time.

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IC
ICT Consultant at a tech services company with 11-50 employees

I do have experience with technical support. The last time I interacted with them was fine. They handled and resolved my case. 

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NH
IT Manager at a insurance company with 51-200 employees

The support of the solution has been good. We normally go through our partner support but if anything is outside the limits of their knowledge then it gets passed onto the SonicWall support.

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AM
Creative Head/Director at a marketing services firm with 1-10 employees

SonicWall NSa has excellent support.

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SA
Manager of IT at a healthcare company with 10,001+ employees

I didn't use support over the last nine years, except for handling the device replacement itself. I needed a device replacement due to some damage, and they fulfilled my request and requirements. In terms of tasks such as configuration issues, I've never actually asked for assistance for those queries and therefore could not rate how helpful or responsive they are when they cover those matters. 

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Vinothkumar-Narasimman - PeerSpot reviewer
Cyber Security at a tech services company with 1-10 employees

Level 1 and 2 support issues are handled by our in-house team, but for more complex, level 3 issues we utilise the vendor. The call response is great.

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RV
Network Engineer at a maritime company with 201-500 employees

Their technical support is very good.

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MuraliGovindarajan - PeerSpot reviewer
Senior Manager at a insurance company with 201-500 employees

SonicWall support is good.

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Sergi Pinto - PeerSpot reviewer
Internet Manager at MICROBLAU SL

The security is great.

It has great performance.

The prices are similar to other vendors and the support is good.

The deployment process is simple. 

View full review »
AM
Manager at a manufacturing company with 1,001-5,000 employees

Performance wise, they are good - not very good, but they're okay, just good.

They are not stable. It is a very unstable product.

For maintenance, we require one engineer from the support partner, one from the tech side, and one from our side, so three engineers and one manager.

View full review »
SS
Network & System Engineer at a construction company with 10,001+ employees

Technical support is good.

View full review »
MohammedMateen - PeerSpot reviewer
Network Administrator at Transgulf Readymix

What's valuable in SonicWall NSa is the ATP (advanced threat protection). It can protect users from malicious links, e.g. those sent to the end user email and is clicked by the end user, who'll be led to a bad website. SonicWall NSa has a Sandboxing service that is very helpful for us, especially when end users accidentally click on malicious links.

Another valuable feature of this solution is that it is very useful for site-to-site VPN connectivity issues.

SonicWall NSa also has very good hardware, e.g. from 2013 to 2021, only one product had a hardware failure, and within 24 hours, they were able to replace that product.

I also love that SonicWall has very good technical support, who are very knowledgeable, provides good suggestions, and they're easy to reach.

View full review »
MH
IT Manager at Esnad

We are happy with SonicWall NSa's tech support. We have an account manager and whenever I run into any issues, I email him directly and he calls me within the hour. This is sufficiently fast for our needs. 

View full review »
Amjad Edris - PeerSpot reviewer
Technical Support Engineer at Netco Security Solutions

SonicWall's technical support is very responsive and helpful whenever we need support from them.

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SK
Presales Consultant at General Technologies

SonicWall's sales support is much better than other vendors'. 

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Balaraju K - PeerSpot reviewer
Technical Lead at 64network security pvt ltd

SonicWall has all the usual functions, like LAN configurations, security features, word filters, etc., but it also has the CFS agent, which isn't available in any other firewall. Reporting port support is also there.

I also like the ability to manage all the firewalls from a single location. We can support all those things from this application. It's a cloud-based solution.

View full review »
HH
IT Staff at Holy Name University

The support is mostly online that we have received from SonicWall NSa.

I rate the support from SonicWall NSa a four out of five.

View full review »
Sophos XG logo Sophos XG: Support
Devanand PR - PeerSpot reviewer
IT Support Executive at a healthcare company with 51-200 employees

Our primary use case is as a firewall, failover management of the internet lines. We have over 50 people using the product on 200 devices and we use it on a daily basis. I'm an IT support executive and we're a customer of Sophos. 

View full review »
JJ
Senior Director of IT Operations at a tech services company with 11-50 employees

I have not been in contact with technical support.

View full review »
TC
Information Systems Infrastructure Manager at a comms service provider with 1,001-5,000 employees

I like the firewall, inbound, and outbound modules the most. The VPN feature also works well. It is very easy to configure rules in Sophos XG.

We have got local service here in Zimbabwe from Sophos, which is something that I like a lot. We have got good local support, and they come on-site when we have any challenges.

Sophos provides a lot of good training all around Zimbabwe. They are quite dominant here, similar to other solutions like Fortinet or WatchGuard.

View full review »
ML
Chef IT at a healthcare company with 51-200 employees

Their support, we have a mixed review of it. It's good, but where it's bad, is because they're an international company that relies on many different continents to be able to get the support at different levels.

When we get into the people that are from India, that's where the support becomes not as efficient as we would want it to be. They have different rules of operating under and they don't show themselves to be flexible. Whereas where I am, currently I'm in Canada. When I speak to the support people within Canada, they're much more flexible when it comes to trying to follow us up on what we're trying to do and get the thing working. They're more flexible.

View full review »
Jasim Alsafran - PeerSpot reviewer
Network & System Administrator at a tech services company with 201-500 employees

I have contacted technical support three to five times per year.

It's good, but I don't have many questions to ask.

View full review »
Abhirup Sarkar - PeerSpot reviewer
Director, Middle East, East India & SAARC at a tech company with 51-200 employees

We have received good support. For the small number of issues that we have had, we received help from IT. This included assistance with configuring some additional policies. Whenever we reached out to them, they were very prompt in terms of responding to us.

View full review »
NM
Networking Engineer at a comms service provider with 1,001-5,000 employees
MC
IT Manager at a manufacturing company with 201-500 employees

I have not had any experience with technical support.

View full review »
SB
Network Team Lead at a manufacturing company with 5,001-10,000 employees

I appreciate their support. Their support is good.

View full review »
RJ
Firewall Engineer at a marketing services firm with 1-10 employees

They have proper support in the technical point of view, and their English language is not clear. You know that they are not native English speakers. That's one of the things that I faced. But they have very good knowledge.

View full review »
Rmegio Lawag - PeerSpot reviewer
Technical Department Manager at Direcbusiness Technologies, Inc.

The support that we used was great.

View full review »
MG
VP of Operations at a manufacturing company with 51-200 employees

Technical support is good.

View full review »
Samir Shah - PeerSpot reviewer
CEO / Managing Director at Infinity Access Technologies Pvt Ltd

The customer support is not that good. We found the support to be extremely slow in response.

I rate Sophos XG support a three out of ten.

View full review »
Unmesh Deshpande - PeerSpot reviewer
CTO at Kingsway Hospitals

We are satisfied with the technical support but having said that, we didn't need much support because the menus and all the online documentation is self-explanatory. There was no failure so we didn't have to actually log a call with Sophos. 

View full review »
Alexandre RASTELLO - PeerSpot reviewer
Senior IT Consultant - Sophos Architect at ARENTIA S.A.

The web application firewall or WAF is very useful. Web application firewalls help keep your servers safe from hackers by scanning activity and identifying probes and attacks.
Using the Web Application Firewall (WAF), also known as reverse proxy, Sophos
UTM lets you protect your webservers from attacks and malicious
behavior like cross-site scripting (XSS), SQL injection, directory
traversal, and other potent attacks against your servers.
You can define external addresses (virtual webservers) which should be
translated into the "real" machines in place of using the DNAT rule(s).
From there, servers can be protected using a variety of patterns and
detection methods.

This function has been completely re-developed in XG, relatively of the UTM-9 version, and it works fine. I protect many internet web servers (IIS) for my customers with this function, due to of a lot of attempted attacks. It's a very useful and relatively simple to implement in Sophos XG.

Obviously, like all security systems, it is not a "fire and forget" configuration. It is necessary to properly analyze the system to be protected, create an appropriate policy and monitor its behavior once activated.

https://support.sophos.com/sup...

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MH
Managing Director at FORESEC

The number of ports, especially on the entry-level appliances, should be increased.

The price of adding ports should be reduced to make it more competitive.

The vendor needs to create materials to show the differences between Sophos products and those from other vendors.

Network management needs to be included in the package.

As it is now, it only supports ten multiple users, which is something that should be increased.

View full review »
SA
IT Executive at Hotel Maluri Kuala Lumpur

Technical support is quite good. That said, we really haven't had any issues with the product itself.

View full review »
AW
IT Analyst at a financial services firm with 11-50 employees

In the Firewall, the Intrusion Prevention System can be improved. Now because COVID has come to stay, people tend to work from home, and cybersecurity has been on the high side. 

It can improve more on the security aspect of this so that it can combat any major threat or common bug. I am not saying that the security has become compromised, as it is usually active, but they can improve on it.

Local and technical support can be improved.

When firmware updates are complete, there were issues with connectivity and VPN users. Recently, I stopped updating the firmware because I didn't want to obstruct the connectivity of the staff working remotely at different locations. 

I have stopped doing any updates until the issue can be addressed.

View full review »
Milos Tolpa - PeerSpot reviewer
IT Engineer at FormatPC

Our experience with technical support has been positive.

We have support from the local distributor. We have rarely had the need to contact technical support but when we have, we have had quick responses from them.

View full review »
SR
IT Security Manager at a financial services firm with 201-500 employees

Technical support could be improved, it's not great. 

View full review »
WG
Network Security Administrator at a comms service provider with 501-1,000 employees

The first area that needs to be improved is customer support.

If I'm implementing a connection on the DMZ or WAN, I should be able to dive deep into the implementation, specifying what needs to be implemented or not. For example, I should be able to configure specific details for the DMZ, and not have to follow the templates that they provide.

We have had problems with the stability that affected business operations.

View full review »
Devanand PR - PeerSpot reviewer
IT Support Executive at a healthcare company with 51-200 employees

Our main use case of this solution is to support internal clients with virus scanning on laptops and on critical processors.


View full review »
JV
Senior IT Manager at a agriculture with 11-50 employees

I have interacted with them a few times. I am very satisfied with their technical support.

View full review »
Miyoba Sichimwi - PeerSpot reviewer
Information Technology Security Officer at a government with 201-500 employees

Technical support for Sophos is very good and they have a big presence in South Africa. It uses something called Sophos Central, where support can fix the problem before you, as the user, actually finds it.

View full review »
HP
Senior Network Architect at Virtua Technologies

I think that the technical support is very good, and similar to FortiGate,

I actually dealt directly with a Sophos engineer and I must admit, they've been very fortunate that the guy can help even on the weekends and so forth. I'm very impressed with that.

View full review »
KN
Service Delivery Engineer - Network Security Lead at a tech services company with 51-200 employees

I have not had any cases where I had to log technical support, but I believe it would be fast enough in case I needed to reach out to them.

View full review »
AnkitMittal - PeerSpot reviewer
Network Engineer at Vibs

Technical support is very good.

View full review »
Gonzalo Moreno - PeerSpot reviewer
Owner at supernovatel

I like their technical support. With Cyberoam, I remember the technical support used to work closely with us. They used to configure some features for us and help us resolve problems, but not just by email. They used to work with us and show us how to do it. I think that was nice, but in Sophos, they give us instructions and help us, but by email.

View full review »
DM
ICT Manager at a hospitality company with 1,001-5,000 employees

We rarely contact their technical support. There was a time when our head office contacted their technical support. It was an issue in 2008, and they provided a patch.

View full review »
Ryan Dominic Momblan - PeerSpot reviewer
System Engineer at Microgenesis Business Systems

The most valuable aspects of the solution are the web-filtering and the application control.

The solution is stable.

We've had good experiences with technical support.

The product is scalable.

View full review »
Antony Muturi - PeerSpot reviewer
ICT/HMIS Supervisor at a healthcare company with 501-1,000 employees

I am not quite sure about that. In terms of the number of nodes, we have around 200 nodes. All the internet traffic has to go through Sophos XG. In terms of the number of people who handle the support, we have two people.

View full review »
KM
Programmer / Analyst at Maridive & Oil Services

Technical support is good and easy to deal with. If I have a problem, I open the ticket, and I call, and the problem's solved automatically by them.

View full review »
Israel Caravantes - PeerSpot reviewer
CIO LATAM at i-Track Systems Development, S.A. de C.V.

We provide technical support to the customers. We provide our own SOC to support the security solution and we complement the Sophos support plan.

Their technical support is fair, as well as the forums. Today there are only webinars, but we are trying to keep up with the latest technologies and trends.

We are also trying to keep up on how the hackers work because we are working with different associations of security worldwide that way we know the best way to protect our customers and what we need to sell to our customers.

View full review »
SM
Software Engineer at a tech services company with 201-500 employees

I don't see any drawbacks to this solution at the moment. I know of other products that have more features and are more advanced stages, but ultimately, an organization's choice of software depends on its budget. If you have a small amount of money and you want to secure your network, Sophos XG can provide you with network security. Sophos ZG is a mid-range solution. There are solutions that are above it in terms of features on the market, but they cost more money. 

They could work on their technical support to make it more productive for the end customer. Some of my friends and colleagues have had unfavorable experiences with the tech support taking too long to close their ticket. However, I opened two cases this week and both have been resolved. 

View full review »
Alex Clerici - PeerSpot reviewer
System Integrator at Tecnimex srl

Technical support could be improved. They aren't as responsive as they could be.

It would be ideal if we could have a more populated and detailed knowledge base. Generally, the new features must be tested before applying them to the production side. I would like to see more case studies, more application notes, and so on.

We would like to see an improvement in mail management. When passing from FG Series to XG Series, some mail features have been lost. We would like to regain them.

View full review »
RA
Network Manager at a outsourcing company with 5,001-10,000 employees

We offer contact center services and have a channel to reach the product support team, and they are ready to help when needed.

View full review »
Manuel Gellida - PeerSpot reviewer
Owner at Dinamica en Microsistemas de Informatica, S.A. de C.V.

The integration could be a bit better. They need to allow their solution to integrate with other products and not just other Sophos solutions.

Sophos has a feature that in my opinion is very limited. They don't have enough VPNs on their models. They have the XG 750, which is a sizeable appliance. On those models, they used to have not enough VPNs. They always were short on that area. 

Pricing used to be very bad, however, they've adjusted their strategy recently. 

The product needs to improve its marketing in Mexico. It's not a well-recognized product in our country.

The solution's technical support is very bad.

There is an overall lack of documentation in relation to features and capabilities. We need these to help explain aspects of the solution to our clients. 

View full review »
Manojkumar Deshmukh - PeerSpot reviewer
G.M.(Works) at a manufacturing company with 501-1,000 employees

I like the tunneling part which we are using for the VOIP. We have various other sites where we connect via tunneling. The tunneling part is very fast and easy to implement.

The deployment is very easy for my network team, and it is very easy to implement policies. The support that Sophos provides for the upgrade of new features and their interaction with the customer is very good.

Customer engagement is what I like about the product. We are very well informed about what is going on and new best practices. If anything new has gone wrong or anything in the world of cybersecurity we should know about, they will let us know.

Any firewall is dependent on how you use it. It's also on the user, how you configure it, what you allow, and what you don't allow, and so on. The ease of defining policies and the customer connect is what I appreciate about Sophos.

View full review »
EM
Head ICT at a tech services company with 11-50 employees

I haven't used technical support from Sophos. I have not required it. It's been easy for me to sort out myself.

View full review »
JB
Dipl. Ing. at a tech services company with 11-50 employees

Recently, I've had a problem with updating firmware. Updates should be more stable . The last update I did was not successful and ended in a unusable device. Also the support case i opened for it could have been more effective.

I don't use all of the features and therefore it would be difficult to evaluate if anything is missing.

View full review »
Gonzalo  Diaz - PeerSpot reviewer
Head of Cybersecurity at mundo credito

The technical support is very good. Two months ago we needed help with implementation and they helped us with the configuration of Azure and this solution. You are able to find everything in the documents for the solution, it comes with easy to follow information with photos.

View full review »
Percy Bloomfield - PeerSpot reviewer
Project manager at a tech services company with 51-200 employees

The Sophos XG technical support is good. 

View full review »
MA
Head of Network Department at a financial services firm with 1,001-5,000 employees

The GUI and support could be better. I think there are other products that we are going to deploy instead of Sophos. We have already upgraded a month ago because the interfaces and support for Sophos are really weak. But other products like Juniper, Cisco, or FortiGate are better than Sophos. It's also complicated, and the end-user or client does not understand it.

The interfaces and the GUI design are not easy, and when you do something, unrelated things are in the same configuration site. There are different sites to visit to configure Sophos. This is even more than other products. Many features can be improved, especially the VPN and web filtering features.

View full review »
JN
Senior Engineer at a engineering company with 11-50 employees
Mr. Antonio Damian - PeerSpot reviewer
Sales Manager at INFOSEC

The manuals or guides we are given are too simple. When we are implementing the product, it is difficult for us as we don't have more detailed information. 

The technical support on offer is slow. When I have questions, they answer me very slowly. Sometimes within 24 hours, I have a response. However, it can be longer. In Mexico, Sophos doesn't have technical support locally. It's in Argentina or in other countries. It would be nice if support was available in the country.

View full review »
Kamlesh Rikibe - PeerSpot reviewer
Network Engineer at a individual & family service with 11-50 employees

The technical support they offer is difficult to access. There is no direct number to call and when you do get hold of them and have confirmation, it takes a while to get a response.

View full review »
PB
IT Manager for Network and Security at a religious institution with 51-200 employees

We've been satisfied with Sophos' technical support. They are very helpful and responsive. Their staff is quite knowledgeable.

View full review »
Arvind Gupta - PeerSpot reviewer
Senior Technical Consultant at Hash 1 IP services llp

They need to do more quality checks before they release firmware upgrades. Currently, a few Cyberoam firewall customers are facing some issues while upgrading the Cyberoam firmware to Sophos. After the new firmware is installed, they are seeing some performance issues, which require some bug fixes. The performance is fine after getting the required support. Customers who are already using Sophos hardware are quite satisfied with this solution. 

Their support should also be improved. We are facing difficulties getting support on time through email or phone.

View full review »
Thameem Ansari - PeerSpot reviewer
Senior solution architect at a comms service provider with 51-200 employees

I have found the technical support could be more knowledgeable and faster in the future.

View full review »
AS
Entrepreneur at Carmel Infotech Solutions

We get a local-level team for support. There is less support with Cyberoam.

View full review »
US
Senior Manager, Information Technology at a university with 201-500 employees
AK
RSI at a logistics company with 201-500 employees

I have not used technical support just yet. If some issue comes through in the future, I will reach out. However, as of now, I can't speak to their level of responsiveness or their knowledgeability.

View full review »
Hariram Ale - PeerSpot reviewer
Sr. Network Officer at a tech services company with 1,001-5,000 employees

We are not very happy with the customer support they provide — it's quite slow.

A year ago, we contacted technical support regarding the high security licensing fees but they still haven't gotten back to us; they're still analyzing the log.

Support-wise, I would only give Sophos a rating of three to four out of ten. 

View full review »
Vipin Garg - PeerSpot reviewer
Co-Founder at Multitechservers

Technical support can be slow to respond, which is something that should be improved.

In the future, I would like to see the addition of artificial intelligence for identifying and controlling traffic.

View full review »
Neil Noronha - PeerSpot reviewer
IT Manager at a hospitality company with 51-200 employees

Support for this product is something that is really important, and it needs to improve.

View full review »
OO
Network Administrator at a construction company with 51-200 employees

Their technical support is okay. Sometimes, during the webinars, when I have some questions, they respond to them, but sometimes, I don't get any response.

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Pretty Varughese - PeerSpot reviewer
Senior Executive IT at Mattsen Kumar LLC

The support service level agreement in regard to the amount of time needed to upgrade things is too low. It should be higher.

View full review »
WG
Consultant at a tech services company with 51-200 employees

Everything is working as expected at this moment, but the anti-spam solution in Sophos XG needs to be improved. It needs more granular features and more stability. The anti-spam solution currently doesn't have many features, and we would like to have more features. At this moment, there is no expression filter for anti-spam. We need something to be able to filter subjects or attachments in emails based on the keyword. Sometimes, there is an issue with anti-spam, and Sophos XG suddenly stops processing incoming or outgoing emails. The only solution for this issue is to restart the appliance.

Their support should be improved. It takes a long time to escalate a support case from level one to level two.

View full review »
RJ
Director at a consultancy with 1-10 employees

The technical support is good and they provided me assistance through email.

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Tarun Panchal - PeerSpot reviewer
IT Manager , SAP HANA Administrator at Tara Paints & Chemicals

The technical support has been good.

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AJ
Founder & Chief Operating Officer at a tech services company with 11-50 employees

Technical support is very good. They are very prompt.

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Chris Booyens - PeerSpot reviewer
IT Manager at Thyme IT

Their support is fairly good, and they come back to me. I've had an issue once or twice where I couldn't understand what the support person was saying because those calls were probably routed to India. They were a bit difficult to understand, but it is generally not an issue.

View full review »
Jorge Costa Neves - PeerSpot reviewer
IT Advisor at Silopor SA

We have support from the supplier of our firewall, and if needed, we also get support from the people who develop our software.

View full review »
WilliamMugobogobo - PeerSpot reviewer
Head of ICT Infrastructure and Security at City of Harare

The technical support has been great. All of our technical staff have been certified as Sophos administrators. They were able to offer us the training to make sure that all of the support staff are familiar with the functionality of the product. Then, in terms of technical support that we may need, when we call the Sophos team, they are usually very available and they are even able to support us remotely if there is a need to do that. We are extremely satisfied overall.

View full review »
Sandesh Khade - PeerSpot reviewer
IT Manager at k sera sera

The solution is very easy to use. It's easy to navigate. 

I like that I can create new rules and policies quite easily.

The solution works quite well overall.

The solution is easy to set up and configure.

Technical support has been very good.

The solution is scalable.

The product so far has been quite stable.

View full review »
Spiros Konstantinou - PeerSpot reviewer
Operations Manager at VL Toolbox Express Computer Solutions

Technical support is pretty good, although I did have some issues with its availability during the COVID-19 pandemic, even though this seems to have been a challenge faced by all major support companies. There were delay issues owing to their teleworking, but the support they offer is quite supportive and they have all the necessary documentation.  The truth is that I have a need for many cases, although the ones I require have to do with things that are out of my control, such as licensing or the occasion of a new app that failed to show up in the console. I have many sub-sites and I did face a serious issue. Technical support was pretty helpful even though I had to redesign the typology of one of my sites. They actually tried assisting me with the original design and I found them to be quite helpful and to possess a good base of knowledge on the site. 

View full review »
AH
System Engineer at Dhanush Infosol

The technical support was very good before. However, now it is very difficult for us to reach them. There are crucial times when we need to speak to support but they take up to three hours to resolve or to address the issue. Sometimes it takes them 45 minutes to answer the call. When you are with a client you cannot wait this long. 

The technical support needs to improve their response time in answering the calls and finding a solution.

View full review »
SP
Head of Software department & Head of Security department at a tech services company with 11-50 employees

I think the management console could be improved. I also find the partner portal difficult to work with because it never functions correctly and it's exhausting to deal with. They should also improve the failover management and the reliability of failover, and there are sometimes issues with the WAF functionality, whereby a number of applications can't be used correctly. Finally, I think the support could be improved because when you open a ticket, there's a long wait time for a response. 

View full review »
ChristopherMonsini - PeerSpot reviewer
Revenue Development Manager at Integrity by CELT

In terms of hardware, I think Sophos is definitely the easiest to work with. It's very intuitive and easy to learn how to use. The reporting feature is great and they have great customer support

View full review »
Daniel  Alorwu - PeerSpot reviewer
Head of Security at a insurance company with 10,001+ employees

Their reporting needs to be improved.

The initial setup is not straightforward.

Technical support could be improved as well.

Integration to the cloud is also a challenge. It's not straightforward, especially while I move my mail from on-premises to cloud 365. I had to go to the cloud to research certain routes with it.

View full review »
KhalidOmer - PeerSpot reviewer
Data Center Engineer at a retailer with 5,001-10,000 employees

The solution has a variety of very good, very useful features. We take advantage of a lot of them.

The initial setup isn't overly difficult.

The stability is good.

We found the initial setup to be straightforward.

Technical support is helpful.

The pricing is reasonable.

View full review »
BA
Head Of Solutions at a tech services company with 11-50 employees

Technical support is good but there is a delay in response.

The response time needs improvement.

View full review »
Nidhal Ben Jeddou - PeerSpot reviewer
Information Technology Support Manager at a financial services firm with 51-200 employees

I have not had need for technical support. Mostly, I find what I am looking for on the internet. 

View full review »
MA
Technical Support Engineer at a tech services company with 1-10 employees

The support we have received from the partner has been good.

View full review »
Cameron Andrews - PeerSpot reviewer
System Administrator at Knox

I haven't had any problems with their technical support. Every time we've had to call them, they have been fairly reliant. They have been able to solve the issue or the question that we had.

View full review »
MA
Technical Presales Consultant/ Engineer at a wholesaler/distributor with 10,001+ employees

I would like to see the technical support improve. They have the worst technical support I have ever seen in my whole life.

The initial setup, specifically when activating the license, is a nightmare and is quite difficult. 

View full review »
Vuli Moyo - PeerSpot reviewer
IT Technician at Zimbabwe School of MInes
NS
Sr Information technology consultant at onkar international pvt ltd

The solution is very easy to understand. 

It's simple to set up the firewall and policies. Setting rules is very easy on Sophos as compared to other solutions. 

The product offers many great features. 

Technical support is very good. 

The initial setup is easy.

We have found the solution to be very stable.

A company can easily scale the product if they need to. 

View full review »
TI
Senior Network Security Engineer at Soffit

Scalability is not an issue for us, as we are getting the requisite support, with fast response time. 

View full review »
KC
Information Security Manager at a recruiting/HR firm with 201-500 employees

We're mostly happy with the technical support. It's better than Microsoft. Any issues we have may simply come down to the SLA. 

View full review »
AM
Creative Head/Director at a marketing services firm with 1-10 employees

Sophos does not provide immediate support, such as SonicWall does with its toll free number. This may take an hour or two, although I suppose things would be different were we to raise a critical ticket. 

I have been in contact with tech support within the last week or so. 

View full review »
BB
CTO at MEDWIZ SOLUTIONS

Unfortunately, there are quite a few negatives with them.

Their tech support is not great. 

The features on offer are lacking.

Basically what they don't have is proper bandwidth management for multiple WAN ports and multiple WAN ports to multiple VPN WANs. Meaning, if I have it on both sides on both the main side and on the secondary side, two internet connections, I can't bond the two of them together into a single VPN and have bandwidth managed between the two of them.

If I want to go ahead and make a VPN, right now, I have two internet connections on each side. I have to make a failover a group of four VPNs for it to go ahead and failover between them.

You're getting into a lot of rules. It's a lot of extra rules, et cetera, that has to be done. They don't have simple pointing systems where you could go ahead and make rules saying, "Hey, here's the route". They're not fully route-based VPN rules yet. You literally have to take down all the routes all over the place in order to make updates. It's tedious. 

Basically, we had the problem where we moved certain ranges from one data center to another data center. It took us about an hour of downtime to do that. We had to go ahead and we had to reset VLANs and we had re-setup all the VPNs in all the different places we reconnected. We don't have two sites, we have 25 sites. It was a lot of work.

View full review »
Nadeem Syed - PeerSpot reviewer
CEO at Haniya Technologies

Our clients have a good system of support over here. They have full support. They get support from the distributors, from the partners, and then directly from Sophos.

View full review »
Muhammad_Irfan - PeerSpot reviewer
Sr. Network Administrator at ACMC

The reporting could be improved.

Many other firewalls give you the option to disconnect a user. For example, if an end-user is using too much bandwidth, you could right-click to disconnect this user, but Sophos XG does not support this feature.

Sophos XG does not have the ability to disconnect a user.

View full review »
KV
IT support officer at a wholesaler/distributor with 51-200 employees

I used Sophos tech support for the previous solution because Sophos sold that as well. Now, we only work with the external partners. So for the moment, I haven't had to send questions directly to Sophos. But my past experience with Sophos support was good. It was very professional and easy. We stay with Sophos software because of the technical support.

View full review »
MY
CEO at Tawassul Technology

The technical support is okay.

View full review »
NP
Network & System Support Engineer at ITCG Solutions Pvt Ltd

In light of all the firmware upgrades, maintenance, feature and general releases of firmware, I really appreciate the support offered by Sophos. It is really good. 

However, the response time could stand improvement, as I do not benefit from immediate support. There is a delay involved. This can be problematic when I need urgent support, such as when my device is in a production environment. 

View full review »
Amgad Soliman - PeerSpot reviewer
Senior System & Security Administrator at a legal firm with 51-200 employees

I haven't dealt with Sophos support because I'm just doing the basic implementation for the Sophos. But I Sophos support is very experienced and helpful. Sophos has a team for administration and implementation—a good team to improve the application. 

View full review »
Bernard Otieno - PeerSpot reviewer
Technical Engineer at Harnssen Group Limited

I enjoy synchronized security, where you have to synchronize both the firewall and the endpoint. When I deploy a firewall, I integrate it with the endpoint so that they can send the security heartbeat from the endpoint to the firewall. In the Sophos firewall, there's deep inspection, which works quite well. Sophos has the web application firewall inbuilt. This is unlike other firewalls, where you have to integrate with another standalone web application firewall. Being inbuilt in Sophos, you just have to configure an application so that it's more of a policy, and you're good to go. It's pretty simple in terms of the user. 

We've deployed quite a number for our users and our customers, and the feedback is quite positive in terms of management and also administration.

The technical support is pretty good. 

The initial setup is easy.

There's quite a number of items on offer. When you look at Gartner, it's doing well. The uptake in the market has been wonderful and currently, it's competing with other top firewalls such as Check Point, Fortinet, and Palo Alto.

View full review »
ZE
Pre-sales manager at National Information Technology Company

When purchasing a firewall, as a customer, you must first plan, consult with your partner(s), and decide on the sizing. If you buy an XGS 230, for example, it can support up to 200 users and 50 VPNs. If you buy the wrong product, you won't be able to scale it up.

You should always size upfront. If you have a hundred users, you buy an appliance that can support 150. The license is the license.

It's all about the hardware. If you purchase small hardware and you know that after one year you're going to have more employees then it is wrong.

It's not a server, where you can just add more drives, It only has expansion units for the network. If you need to add fiber, for example, you can. There are expansion units, but you can't expand the architecture of the firewall.

We have more than 50 customers.

View full review »
AB
Owner at a tech services company with 11-50 employees

The technical support is good. We have no problems with technical support.

View full review »
MA
Technical Support Engineer at a tech services company with 1-10 employees

The solution is mostly a good firewall. 

The initial setup is pretty easy compared to other options on the market.

The product has been stable.

The solution can scale. 

Technical support is responsive. 

Sophos offers pretty good pricing.

View full review »
PB
Tech Doctor at a recruiting/HR firm with 11-50 employees

Compared to other firewalls that I had looked at, I thought Sophos was the better solution. It just seems to be easier to manage versus Cisco, Fortinet, or one of the other options I was looking at.

I'm not going to say that it's easy to configure, but I can understand how to configure it. There is a certain amount of support available to do the configurations. 

View full review »
NK
PPC at EMMVEE Photovoltaic Power Private Limited

Technical support from Sophos has been brilliant. We deal with them on any L3 issues and they are always helpful. 

View full review »
TO
Managing Director at a comms service provider with 1-10 employees

I have never contacted technical support.

View full review »
Alex Clerici - PeerSpot reviewer
System Integrator at Tecnimex srl

Technical support is always an issue, not just with Sophos but also with other brands. It is extremely difficult to interact with support within the time frame that the customer expects.

In general, it takes more time to solve a problem, and better independent actions are required.

View full review »
Million Gizaw - PeerSpot reviewer
Chief-Information-Technology-Officer at ABIG

We have not really used technical support. If we have an issue, we resolve it ourselves.

View full review »
Junedh Rehman - PeerSpot reviewer
IT Support Engineer at odak bilisim

I have contacted support once or twice to receive some clarification. I had a good experience.

View full review »
GB
Manager of Information Technology at Sundown M Ranch

The product is super scalable. If I had a giant organization, I'd have no problem putting the Sophos firewall in.

Right now, we have 155 on the solution. That's everyone from support to upper-level management. 

We use it every day.

We just recently upgraded. I have no reason or need to upgrade for years to come and therefore don't plan on scaling anytime soon.

View full review »
NA
Head Operations at Intersect Technologies

I would like to see improvement with service and support. LAN inbound and outbound traffic requires more control and an additional stop. 

View full review »
HA
IT Manager at Saknafta Egypt

The reporting needs to be much better. Sometimes I have a lot of trouble understanding what they mean.

Sometimes it misses websites. For example, websites the users shouldn't be able to enter, or sometimes these websites are not shown in this log viewer. It's just occasional misses here and there. 

Technical support could be more responsive and quicker in getting to a solution. 

View full review »
KL
Owner at InternetWorld Solutions Sdn Bhd

Support could be improved.

View full review »
AE
Cyber Security Engineer at a tech services company with 201-500 employees

Sophos technical support is effective. 

View full review »
Ricardo Quintero - PeerSpot reviewer
Infrastructure/Telcom Coordinator at Schnellecke Group AG & Co. KG

Support is one area where I have some issues. Sophos support isn't that good. 

View full review »
CR
Director at REDCO

The technical support is very, very bad.

View full review »
MR
Gerente de Atendimento na Introduce at a tech services company with 11-50 employees

If I were to rate support from zero to 10, I would say about six or seven. The Portuguese Support is really bad. It's really not good. Every time you have an issue that's a little bit more complex, it's better to speak to the Global Support than the Latin American Support.

View full review »
AT
Network Engineer at Spectrum Engineering Consortium Ltd.

The Sophos support team is good now.

View full review »
RicardoURQUIDI - PeerSpot reviewer
CEO at a tech services company with 1-10 employees

Support from Sophos XG has been fine for what we have required.

View full review »
MohamedAdly - PeerSpot reviewer
Director Of Information Technology at 2B

In addition to the recent ticket I created for technical support, I keep in touch with them. The support is okay.

View full review »
CE
CIO at a tech services company with 11-50 employees

We had to use support a few times and the answers we received were straightforward and in a timely manner.

View full review »
GL
IT Architect at a consultancy with 11-50 employees

Since Sophos XG moved the support from London to somewhere in the world, such as India, it's a little bit longer to receive a fast response. They are knowledgeable but they are slow to make decisions. For example, we had a firewall and the hardware was defect. It was really clear, but we had to have a long discussion for them to be able to send us the new firewall. It took one or two weeks until the supporter was able to talk to someone who can make the decision. This is too long, this process could be streamlined.

View full review »
Terry Cheung - PeerSpot reviewer
Managing Director at TopSOC

The support is a bit behind compared to other vendors.

View full review »
Mohamed Abozied - PeerSpot reviewer
Network Administrator at Alsafy

We communicate with support frequently. Many times, we encountered hardware technical issues in the previous version, and they replaced the device for us. We have contacted them numerous times for this purpose. They resolved this issue for us.

View full review »
JR
Founder and Managing Partner at a tech services company with 1-10 employees

What I have found most valuable with the Sophos XG is it's a key component of the Intercept X EDR environment. You have to have it to receive the full benefit. If you've you are using Sophos SG firewalls, they're great firewalls and in many ways, I prefer them to the Sophos XG. Since I have set them up, programmed them, and manipulate firewall rules, et cetera, the Sophos SG's a better interface. However, the Sophos XG's very powerful. I prefer it over other solutions I have used, such as Cisco Meraki and SupportNet, I don't like them. They're not very friendly to people who have to set them up and implement them.

View full review »
MR
Network Security Engineer at gofaster

The support we have received from Sophos XG has been good.

View full review »
SN
Network Administrator at chegus infotech

This is a product that we use every day. Without it, it is very difficult for us to work. I really like the reliability and the performance of the Sophos device, but I'm facing a few issues with my Wi-Fi networks. This device supports the Wi-Fi network, but it's not quite as good as we expected. I'm not sure why it is not working so well for me.

View full review »
AP
IT Manager at a engineering company with 201-500 employees

We have contacted the support from Sophos XG but we do not require the support often.

View full review »
AM
Head of Information Technology at a manufacturing company with 201-500 employees

I rate Sophos support 10 out of 10. When my device was freezing, I contacted them, and they sent me a replacement. I didn't have a redundant device, so it was urgent. It only took a couple of days for Sophos to ship the device to Kenya. 

View full review »
SegunIyanda - PeerSpot reviewer
Software Developer/ IT Analyst Individual Contributor at AIICO Capital Limited

The support from Sophos XG is very good. We can easily relate to the support.

I would rate the support from Sophos XG a two out of five. You cannot have good support without good documentation.

If you look at the software environment now, anywhere you go, you see the documentation for everything that has been done. Sophos XG has documentation, however, you should not need to have a certification to be able to understand it.

View full review »
AdemolaOlamide - PeerSpot reviewer
Business Development Manager at CLC Africa

I have not connected the technical support from Sophos XG. I have only used online support from websites which was good.

View full review »
KA
Director

I have not had issues that required contacting technical support.

View full review »
MM
Architect of solutions at a tech services company with 201-500 employees

I would like to next release to be able to support on-premise deployment. The construction of the rules within the firewall could also use some improvement.

View full review »
ML
Associate Technical Director at INTELEC3

There should be web caching to improve bandwidth utilization. It should have a very good caching feature. That's because we are in a very poor continent, and the connectivity cost is very high. We have low bandwidth, and the intensive usage of bandwidth is not easy here in Africa. If they improve services for web caching, it would be better.

It should also support a feature for Virtual Domains. Similar to FortiGate, we should be able to use a single device to create two or more virtual units. Such a feature is useful for separating the traffic between departments in a large enterprise.

When I try to use Sophos for Email Gateway, it's not easy to check a user in the LDAP directory. It's not as good as other products, such as HCL Domino. Sophos is good, but it is not so good. When we use the LDAP filter to select some users, we have small problems, but overall, Sophos is very good for me.

Their support in Africa is not so good, which is a problem. Their support can be improved.

View full review »
Md. Shirajur Rahman Akash - PeerSpot reviewer
Director, CNA, Administration at Shakti Foundation

The Sophos XG technical support we receive from our local vendor, they are very helpful.

View full review »
LauriLaanenurm - PeerSpot reviewer
Network and Security Engineer at Datafox OÜ

We had an issue, but after speaking to the technical support, I understood it was a problem with Sophos, not a firewall problem, but with the endpoint that was related to the encryption of the disc. The problem is if you have a computer controlled by Azure at the same time as Sophos, then there may be some incompatibility problem between them because both of them are trying to control the computer and the encryption of the hard drive.

View full review »
Tahir  Awan - PeerSpot reviewer
Network Administrator with 1,001-5,000 employees
BS
Data Professional at a construction company with 1,001-5,000 employees

Better instructions should be provided as part of the technical support so that we can understand the functionalities. This will help us to troubleshoot faster.

View full review »
Steve Lowrey - PeerSpot reviewer
Owner / IT operator at Fairview Schools

I would rate the technical support as a ten out of ten. I'm a Sophos partner, and their partner support is excellent. 

View full review »
Kerio Control logo Kerio Control: Support
BrianCook - PeerSpot reviewer
Information Security Officer - VP at Unified Technology Solutions

I have it in customers that have four users. The largest site that we've had (with a single box) is probably 150 users, including guests, and it scaled right up and I'm sure I could have pushed it much farther. Again the nice part about the product is they have a software-only version where you could put it on your own hardware, where you can slap it in a Xeon server if you really needed to, and I'd have no fears that the product could actually filter a whole school campus.

In our company, it's mainly our techs who work with this solution. The roles are usually customer-facing techs and support techs. We call them technology specialists, but it would be equal to a tech support type person. Everybody in the company dealing with customers knows how to manage the product because it's so simple. There's no reason to have a firewall engineer. We have a senior person for a really complex setup, but every tech can work on the product and set it up for the average company. Every tech can make changes that the customer requests right then and there when they call.

View full review »
QS
Senior Sales Technician at a tech services company with 51-200 employees

The scalability is awesome.

For our big corporate clients, the solution gets used a lot. We have one client with about 200 users and about 10 to 12 servers.

We have five to six support technicians who work with Kerio Control.

View full review »
Andy Dibble - PeerSpot reviewer
IT Manager at Flare Technologies

The way it improves the way our company functions is through the VPN, because we offer support services. Normally, we would have to rely on TeamViewer to a computer on board, or to get on the phone and tell somebody to take pictures or press buttons, where we can't see what's going on. 

In the last year or two, after setting up the VPN, any of our guys can log straight in to the system and they are effectively on board. That is a big help because our customers are all over the world. They could be in Ibiza one day, but then they're heading to the South of France and then they're going off to Greece or crossing the Atlantic. Sometimes it's difficult to send somebody out to them quickly. They might not want to pay for somebody to come out. It could be two or three days of round-trip travel for a half-hour job. The VPN makes it more efficient. We can jump in and see what's going on. We can mimic our engineer's being on board the vessel via the VPN. That's the biggest benefit. And it's instant. Someone rings me up and I've got a single VPN connection and I can get to their networks.

View full review »
GR
ICT Consultant at D-R Consulting Pty Ltd

There are some pros and cons to its performance when dealing with malware and antivirus features. Maybe once a month, I have gone to a website and it's being blocked. This is because it's a known malware site. So, I feel confident that those filters are doing their job. On the down side, occasionally when iOS devices go to the App Store to do their application updates, it will pick that up as a possible virus in a file: a false positive. This only happens on the iOS updates and the antivirus signatures.

One area that confused me a bit when I was building my current network. I use VLANs to have separate functionality on the network, and the appliance I got was the WiFi model, but I discovered that you can't assign WiFi channels to the VLAN. So, you can have WiFi, but its own subnet. You can't run that over the VLAN. Effectively, I can't use the WiFi facility in the appliance and had to purchase a separate web that supports VLANs. In the end, I had to go to GFI support. They confirmed this is just a limited functionality of that device, as it is a low-end device. I don't know if any of their high-end models have a better facility or not.

View full review »
Liam Bartlett - PeerSpot reviewer
IT & Installations Manager at Odyssey Gaming

I haven't contacted their technical support. If there are any issues then I get a network engineer guy first and see if he can take care of it.

View full review »
Arie De Kruijf - PeerSpot reviewer
EMP Specialist at Global EPM BV

GFI's technical support is way too slow in terms of response times. Their knowledge is okay. They should know their products. Even though they bought Kerio, they were able to update the software with their developers and build some new routines in it.

But regarding the support, if I send out a solution or a request today, it's taking too long to get a proper answer. You should have an answer the same day, at least, and if possible a quick response via email. That would be preferable in our cases. I know that is not always possible. And that's for software issues. 

But if you have a hardware issue it's even worse because we are not able to get hardware maintenance on the firewalls. Ideally, within two hours of going down, a mechanic would come with a new firewall to replace it and to restore your saved configuration from the cloud. They don't have that. If a hardware issue arises with a firewall, then it takes at least a week, maybe a week-and-a-half, to get a new firewall sent by GFI. That's really not acceptable. If we have a hardware issue and we order something from some companies here in The Netherlands, we have it the next day. That would be acceptable.

We deal with that by having a spare NG500 lying around that we can use. We've never used it, so it's already three years old, doing nothing. But it's there.

View full review »
Chris Bristow - PeerSpot reviewer
Account Manager (Technical) at Redfortress Ltd

I've never used their technical support.

View full review »
Alex Kimondo - PeerSpot reviewer
ICT Manager at MEDS

I find it a bit costly to pay for the products that I am not using. They need to change their model in such a way that you don't have to pay for the products that you are not using. 

The GFI features that come with Kerio are stated below. When paying for the licenses we pay for license for everything yet we only use 5 products.

GFI Products

GFI Endpoint Security

In use

GFI Mail Essentials

Not in use

Kerio Connect

In use

GFI Archiver

Not in use

GFI Fax Maker

Not In use

Kerio Control

In Use

GFI Lan Guard

In use

GFI Web Monitor

In use

Kerio Operator

Not in use

GFI Events Manager

Not in use

We only use 5 products out of the 10 we’ve paid for. We should have the option for paying for what we use not a blanket cost for everything

Internet aggregation and SDWAN Technology: The firewall should  allow growth in terms of allowing connectivity to SDWAN technology available in other firewall appliances.Link aggregation and SD-WAN (Software-defined Wide Area Network) are great features for businesses who need multiple links to the internet. They’re also useful where you are using multiple links and would like to connect to other sites, such as branch offices or cloud services.

Its local support and scalability is  also not good. I am looking forward to a more scalable product that will be able to grow with time and technology.

Cloud Support: The Firewall should have cloud support especially hybrid cloud support.

It should allow device identification without just stating that the devices are unrecognized-"unrecognized devices"

Sandboxing is one of those important firewall features that end users don’t even know is there. It takes a file or executable as you’re downloading it and opens it in a completely isolated and separate “test” environment.This is missing.

View full review »
KN
MD at Comsque

The support is fine. The response time can improve. 

View full review »
JJ
IT manager at ABITec s.r.o.

My experience with the solutions technical support is fine but they could be faster in responding.

View full review »
MM
Senior Systems Tech/Admin at a computer software company with 1-10 employees

The technical support is good as a reseller. We have direct connection with the technical support, we can send them an email and they will get back to us. If it requires phone calls, they phone us up or we phone them.

View full review »
JW
IT Director at a comms service provider with 1-10 employees

The technical support is good.

View full review »
AliAmini - PeerSpot reviewer
IT Consultant at ArioRasaneh

I have not contacted technical support. When I have an issue I search the internet and solve the problem. When I search Google, I find solutions for my problem.

View full review »
Gilbert Mwiinga - PeerSpot reviewer
Baobab College logo System Administrator at Baobab College

The user login can be improved because we use the captive portal where users have to register before they access the internet server. That has been a huge challenge. They can improve the user login part and make it more user-friendly. It looks user-friendly, but it doesn't work as it is expected to work. They can also improve the reporting feature.

They don't provide content filtering when it comes to search engine results. We had an incident on the network where a blocked site was showing up in search results. We are in a school environment, so we have blocked a site with some of the explicit content so that kids wouldn't see it. When one of them did a search, the results came on the search engine part. When you try to drill down to the website, it blocks, but when you search by image, it brings up all the images. That's one of the reasons why we are looking at Juniper. 

Its inability to provide content filtering for search results was a high-impact issue. We've been talking to them about this issue. It was a very sensitive issue for us because we had kids in year four who were exposed to images that they were not supposed to see. Because of Kerio Control, we failed to protect kids from such content, and we expected them to respond to it with the urgency it required, but their support was pathetic. The ticket was escalated, but we had to send them a couple of emails to let them know how serious the case was, and then we had a live call with their support team.

We have had issues with its performance and stability. They can do better. We've had situations where we had a terrible performance on the network, and when you restart it, everything goes back to normal.

View full review »
Mohammad_Zarbalizadeh - PeerSpot reviewer
Telecommunications Engineer at FARNAIT

I do not use the technical support from Kerio Control. When I have an issue I find the solution by searching the internet.

View full review »
Cisco Firepower NGFW Firewall logo Cisco Firepower NGFW Firewall: Support
Henry Pan - PeerSpot reviewer
Technical Consulting Manager at a consultancy with 10,001+ employees

We use their support a lot. In my view, they need a lot of improvement. A lot of the representatives are far away and they don't have a lot of knowledge. You need to get to level two or three for them to be able to help. My team is very experienced so it takes a lot for us to make a call to technical support. We need to talk to the right person to work out the issue. The support structure is not able to reach the right level right away. This is a problem that Cisco needs to work a lot to improve one. 

View full review »
Zhulien Keremedchiev - PeerSpot reviewer
Lead Network Security Engineer at TechnoCore LTD

Cisco, as we all know, is expensive, but for the money you are paying, you know that you are also getting top-notch documentation as well as support if needed. In some cases, this may save you a lot of money or stress, which is why everyone who uses Cisco solutions loves them.

View full review »
Javed Hashmi - PeerSpot reviewer
Chief Technology Officer at Future Point Technologies

We generally provide support but if we're not able to resolve an issue, we escalate it to Cisco and they're great. They are one of the best support services I've used and it's one of the reasons Cisco is doing so well in the market. 

View full review »
Cassio Maciel - PeerSpot reviewer
Network Security Engineer at a financial services firm with 1,001-5,000 employees

We have used their technical support. They are amazing. Cisco's technical support is the best.

View full review »
Muhammed Eslami - PeerSpot reviewer
Solution Architect at a tech services company with 11-50 employees

This product is managed using the Firepower Management Center (FMC), but it would be better if it also supported the command-line interface (CLI). Cisco's FTD devices don't support the command-line interface and can only be configured using FMC.

View full review »
HP
Senior Solutions Consultant at a comms service provider with 10,001+ employees

We have our own in-house team that can assist our clients should they need technical support. They're quite knowledgeable and can handle any issues.

View full review »
Mufeed Siaj - PeerSpot reviewer
Network Security Presales Engineer at a tech services company with 51-200 employees

It's just a fact, nothing is better than Cisco technical support.

View full review »
AR
Lead Network Engineer at a government with 1,001-5,000 employees

The technical support is amazing. They do reply quickly, and often within an hour. It's been great. I've worked at Cisco before, however, with the type of contract we are in, I find it super fast right now. We're quite satisfied with the level of support.

View full review »
MR
Programming Analyst at a tech services company with 201-500 employees

The customer service/technical support is very good with this solution.

View full review »
RP
System Administrator at a non-profit with 1-10 employees

We just deployed it a couple of months ago, we have not used the tech support with the Firepower yet. We have not had an issue that we have had to raise with them. 

Generally, the tech support for Cisco takes too long to go through the different tiers of support agents to get to someone that can resolve the issue. You end up speaking to someone that is not qualified to solve the issue, then you have to be escalated upwards over and over. This system could be better.

I rate the tech support service generally from Cisco a seven out of ten.

View full review »
MD.SIHAB TALUKDAR - PeerSpot reviewer
System Engineer at a non-profit with 10,001+ employees

Support from Cisco is good enough.

View full review »
Victor Mejia - PeerSpot reviewer
SOC & SECURITY SERVICES DIRECTOR at BESTEL

The technical support is excellent. 

View full review »
SG
Information Systems Coordinator at a insurance company with 51-200 employees

Technical support is good. They are responsive.

View full review »
Wahid Selman - PeerSpot reviewer
ICT Department Manager at ACC

The support of the solution is great, their staff is perfect.

View full review »
Guillermo  Fernandez - PeerSpot reviewer
Security Consultant at IKUSI

I have experience working with technical support from Cisco. It's very easy to contact them and talk with them. There were times we worked using email, for example, for communication. We also worked with Cisco engineers in Mexico directly. We're very satisfied with the level of service so far.

View full review »
PW
Senior Network And Security Engineer at a pharma/biotech company with 201-500 employees

I have contacted support multiple times and I have no problems with them. I think they do the best with what they have — especially with the pandemic this year. I think they've done everything they can do with what they have. They don't stop. They don't give up until the issue is resolved. They're really good with following-up too, making sure that the issue hasn't come back.

View full review »
Cesar Beut - PeerSpot reviewer
Networking Specialist at a healthcare company with 1,001-5,000 employees

I usually create an issue with Solutel, then they create a case with Cisco Talos or the Cisco technicians. I am happy with Solutel's support.

View full review »
Mike Bulyk - PeerSpot reviewer
Director IT Security at a wellness & fitness company with 5,001-10,000 employees

If we needed to address something with Cisco directly regarding Firepower support, that was also addressed fairly quickly with no issues.

View full review »
MK
IT Administrator / Security Analyst at a healthcare company with 11-50 employees
Matt Back - PeerSpot reviewer
Cyber Security Practice Lead at Eazi Security

Cisco Talos is one of the largest private security, threat hunting, research organizations, but non-governmental. It is quite powerful when we explain to customers the threat intelligence injected into Cisco products. I have attended some Cisco Talos workshops, webinars, etc., and they do seem to be amongst the best in their field. So, I have a high degree of confidence in Cisco Talos, and it is one of the most powerful capabilities that Cisco has as a security vendor. You could have the best features for a product, but if the security intelligence is not good nor current, and if it can't accurately predict new threat trends in a timely way, then it still may not help you.

The technical support is absolutely brilliant. When I call Cisco TAC and have a case, every single engineer that I get assigned to any case is an expert in their field. I feel like they understand the product that we are talking about inside out. I have never raised a case for Firepower and not been able to get a resolution. I have a high degree of confidence in them.

The support may not be one of the features documented in the data sheet, but I have worked with other vendors where their quality of support is not comparable. When you are looking at the total cost of a solution, you need to look at more than what the face value of the product is. You need to look at:

  • How complicated is this going to be to configure? 
  • How complicated will this be to operate? 
  • How long will it take me to get a resolution if I have a problem? 

From my experience with Cisco TAC, the resolution will always be very quick. More often than not, it is within a couple of days, if it is a P3. If it is a P1, then it is the same day. I couldn't ask for better.

View full review »
Rifat Hyseni - PeerSpot reviewer
Director of Information Technology at a government with 501-1,000 employees

So far, the technical support has been excellent.

View full review »
SV
Network Support Engineer at a manufacturing company with 51-200 employees

Cisco's technical support is the best and that's why everybody implements their products. But, when it comes to Firepower, we have had many delays with their support. For all of the other Cisco products, things are solved immediately.

Nowadays, they're doing well for Firepower also, but initially, there was no answer for some time and they used to tell us that things would be fixed in the next version. That said, when comparing with other vendors, the support from Cisco is good.

View full review »
Gyaneshwar Upadhyay - PeerSpot reviewer
Senior Network Engineer at BCD Travel

I was satisfied with the support we received.

View full review »
Ahasan Ahmed - PeerSpot reviewer
Deputy Manager at Star Tech Engineering Ltd

Their technical support is good. When my NOC or my engineers have needed support the feedback I've had is that tech support has been good at critical moments. They have given us good service.

View full review »
JV
Project Engineer at Telindus B.V.

I have interacted with Cisco's technical support many times. Nowadays, it sometimes takes a while to get to the person with the correct knowledge, but that is happening in the world in general. First-line people are common around the world and they are trying to figure out if an issue is actually a second-or third-line issue. But when you do reach the correct department, and they know that you are knowledgeable and that you are really facing a high-priority issue or a strange behavior, Cisco's support does everything it can to help you fix things, including involving the development department. I'm very happy with their tech support.

View full review »
MS
Senior Systems Engineer at a tech services company with 201-500 employees

Their support is not perfect. Sometimes, you get the feeling that some of the support engineers don't have a deep knowledge of the product, but there are some engineers who are able to help.

View full review »
Francesco-Molino - PeerSpot reviewer
Practice Lead at IPConsul

When you open a ticket with Cisco tech support for Cisco FMC, you can be quite confident. Right away, the engineer onboarding is someone skilled and can help you out very quickly and easily. This is something that is true 90% of the time. For sure, you always have 10% of the time where you are fighting to get the right guy. But, most of the time, the guy who does the onboarding can right away help you out.

View full review »
Alexander Mumladze - PeerSpot reviewer
Network Engineer at LEPL Smart Logic

I haven't worked with Cisco support.

View full review »
DC
Senior Network Security Engineer at a tech services company with 11-50 employees

I would rate Cisco's support for this solution as nine out of 10 for this solution. The support has been very good. We got the job done. Sometimes, why it wasn't perfect, the challenge was getting a hold of someone.

View full review »
Ed Vanderpool - PeerSpot reviewer
IT Technical Manager at Adventist Health

My company has been using Cisco for many years. One of the huge pieces for us is, of course, the supportability and ongoing update, maintenance, and care. We've had a great relationship with Cisco. The tech is outstanding. Typically, we will open a tech case and they will know exactly what the issue is within two to three hours if it's a very difficult one. Typically they even know what it is when we actually open the case.

We've actually had a fantastic relationship working with Cisco. They've had a fast turnaround, great tech support, and we have not run into any issues thus far with the Firepower overall.

View full review »
Raufuddin Gauri - PeerSpot reviewer
Network & Security Engineer at Oman LNG L.L.C.

Their support is good. If we have an issue, we first try to resolve it at our level. If we are not able to resolve an issue, we call customer care or raise a ticket. They investigate and give us the solution. If there is a hardware issue or the device is defective, we will get that part as soon as possible. They replace that immediately. If it is not a hardware issue, they check the logs that we have submitted. Based on the investigation, they give a new patch in case of a bug. They arrange for a technical engineer to come online to guide us and provide instructions remotely. They provide immediate support. I would rate their support a nine out of 10.

We have HA/standby devices. We have almost 70 to 80 access switches, and we have 30 to 40 routers, hubs, and other monitoring tools and devices. We keep one or two devices as a standby. We have a standby for each Cisco tool. We have a standby for the core and distribution switches and firewalls. We have a standby firewall. When there is any hardware issue or other issue, the secondary firewall is used, and the workload moves to the secondary firewall. Meanwhile, we work with Cisco's support to resolve the issue.

View full review »
JJ
Network Engineer at a computer software company with 51-200 employees

For newer hardware models, the stability is good. We've tried to run Firepower on some of the legacy-supported hardware as well, but with the stability issues, they are not as good. If I were to judge based on the hardware that I have, I'd say it's good. I haven't had any issues with the stability on my platform.

View full review »
GS
Information Security and Compliance Manager at RSwitch

We're getting support but there's a big delay until we get a response from their technical team. They're in the USA and we're in Africa, so that's the difficulty. When they're in the office, they respond.

View full review »
Reviewer43898 - PeerSpot reviewer
Engineering Services Manager at a tech services company with 201-500 employees

I've been doing this a long time and I don't usually need to call tech support. But when I do need to call TAC, after working with a lot of the other vendors out there, Cisco TAC is still one of the best technical resources in the market. I do like TAC. That's not to say that every TAC engineer is great, but comparatively, they're one of the best support organizations.

View full review »
JATINNAGPAL - PeerSpot reviewer
Manager/Security Operations Center Manager at RailTel Corporation of India Ltd

The performance is okay, however, the product is not stable. It is all hit with CVL software bugs routinely. That portion requires attention from Cisco and the tech support in this area is somewhat delayed. An open ticket can sometimes take more than two to three months to resolve. For the production setup, it is tough to rely on the tech team alone for the closure of the case.

View full review »
Imran Rashid - PeerSpot reviewer
IT/Solutions Architect at a financial services firm with self employed

I like that Cisco Firepower NGFW Firewall is reliable. Support is also good. 

View full review »
JK
Specialist WINTEL Services at Descon Engineering Limited

I haven't tried to work with Cisco support.

View full review »
Jure Martinčič - PeerSpot reviewer
Engineer Specialist at Telekom Slovenije

Cisco support is the best, especially if you compare it to other vendors. Cisco may be a bit expensive compared to other vendors, but the support is really good. When you open a case they're really responsive and they resolve every case. This is my personal experience, not only when it comes to Firepower but for the whole Cisco portfolio, which I have been working with since 2005.

View full review »
Samson Belete - PeerSpot reviewer
Network Engineer at a financial services firm with 5,001-10,000 employees

Cisco technical support team is perfect in their specific area, but they could improve their support for Cisco integration issues between products. I would rate them as eight out of 10.

View full review »
YP
Principal Network Security Manager at a tech vendor with 10,001+ employees

When I have had issues with the software, I don't think they have given me the right answers. The support for the software isn't that good, but support for the hardware is very good.

View full review »
BW
Network analysis at a government with 1,001-5,000 employees

Technical support is outstanding. You can get same-day support.

View full review »
AlexEng - PeerSpot reviewer
Systems Engineer at a healthcare company with 201-500 employees

Tech support really depends on how lucky you are. It depends on when you create a TAC case and in which time zone the case is created. That determines which part of TAC takes ownership of your case. I have had a few unpleasant cases but, at the end of the day, they were resolved. I didn't feel like I was alone in the field with an angry customer.

View full review »
AliTadir - PeerSpot reviewer
Owner at Nexgen IT Solutions

Technical support is nice, but most of the limitations or problems are caused by the product itself. There's nothing that a technical engineer can do about them.

View full review »
MK
Security admin at a wholesaler/distributor with 10,001+ employees

I would rate the customer support for this solution an eight out of ten. 

View full review »
MC
System programmer 2 at a government with 10,001+ employees

I like that Cisco's technical support will help me recover the firewall when everything falls apart. I'd give them a nine out of ten. They've really been consistently good, and they go after the problem.

View full review »
Daniel Going - PeerSpot reviewer
Managing architect at Capgemini

I'd give technical support an eight out of ten.

View full review »
JB
Enterprise Architect at People Driven Technology Inc

Cisco has a huge TAC organization. Experiences can differ. Sometimes it's really good, sometimes you get a newer TAC engineer who needs to start at step one to investigate the issue. But they're always there. They always pick up the phone and there's always a person, a TAC engineer to escalate to, who can provide really good support. You know that they've got someone in there. It's a matter of getting to the right individual.

They could improve by having more skilled, high-level engineers that are available around the clock. I know that's an easy thing to say and a hard thing to do. 

View full review »
Ken Mohammed - PeerSpot reviewer
UC Solutions Engineer at Diversified
Hillstone E-Series logo Hillstone E-Series: Support
Rieshananth Thambiaiyah - PeerSpot reviewer
Product Manager at a tech services company with 11-50 employees

We have been satisfied with the technical support for small and medium scale clients but we have not seen the support quality for the needs of enterprise organizations.

View full review »
IL
Senior Consultant at a tech services company with 51-200 employees

We have a lot support from Hillstone. We contact them when we have some unknown variable cases. They're very good. There are a few levels of tech support, so it depends on the nature of the problem, but most of the time, we can resolve issues on our own.

View full review »
CHATHURANGAJAYAWEEEA - PeerSpot reviewer
Head of Cybersecurity at a tech services company with 11-50 employees

The technical support team are very good and very quick.

View full review »
Hillstone T-Series logo Hillstone T-Series: Support
Asif Hasan - PeerSpot reviewer
Product Manager at Integra Technologies Limited

Price wise, Hillstone T-Series is cheaper than Fortinet FortiGate right now.

It has been stable so far.

Also, Hillstone T-Series has a good technical support team.

View full review »
IL
Senior Consultant at a tech services company with 51-200 employees

Hillstone supports IOT setup and detecting intrusions from IOT or CCTV connectivity. Not all other standard firewalls can do that. With this solution, we can also detect unauthorized devices plugged into the CCTV network and sound the alarm to the administrator.

View full review »
Untangle NG Firewall logo Untangle NG Firewall: Support
Sameer Mogale - PeerSpot reviewer
Owner (Senior Systems Engineer) at 3Kay Solutions

At this stage, I think the SSL decryption option can be streamlined.

I think decryption transparency could be improved because you basically click a button and then you set up one rule-set and that's about it. I've noticed there's a problem on some sites where it doesn't do the proper decryption. I actually had to go through the application control module, and logs to see what was happening, and why some sites could not function, before I could decipher that it was the SSL decryption that was blocking the sites. I would like to see more hands-on configuration in that respect.

Update:- 10/26/2020

Untangle now supports TLS v1.3. So far testing has yielded positive results and I have not really had to bypass most of the sites we browse to, after resetting the policies to default.

View full review »
Balakrishna Medikonda - PeerSpot reviewer
Director at eSupport Solutions

We have not had a problem for the past couple of years so we have not been in contact with technical support.

View full review »
RajeevArora - PeerSpot reviewer
Managing Director at Orsusindia pvt ltd

We never had many issues, and whenever we had issues, their support was good enough to give us good feedback. They were able to help us out in solving the problems.

View full review »
FedericoVillanueva - PeerSpot reviewer
Founding Partner - Technology Director at VSN LATAM

We contacted them for technical support only once, and the issue was resolved in less than two hours. Their support was very good.

View full review »
Barry Arendt - PeerSpot reviewer
Owner at ThinkEzIT

The technical support is wonderful. They are all US-based out of Colorado.

When you need help, you are not talking to a level-one technician; you are speaking with an engineer.

They don't have to remote into your computer, they can enable the back end. They have the ability to enable a remote session to where they can remote inject to the firewall and see what is going on and try to help you.

View full review »
VO
Director at Kisii County Government

They do not offer 100% of the features that we need.

The biggest challenge that we have with this solution is local support. The local support is a problem in our area.

View full review »
Josh Evans - PeerSpot reviewer
CEO at DragonTech IT Services, Inc

It is very easy to use. The user interface is very straightforward. It may not be as fancy as some of the ones I've seen, but it's very straightforward. It's very easy to find what you need, and it's very easy to get things done.

The majority of our clients are very small businesses, and Untangle devices have been fantastic for these small clients. We've basically standardized our stack to just simply use Untangle. We include the hardware and the service option, which makes it very easy and affordable for us to just simply push that into the monthly per-user costing that we provide as a managed services provider. It's really a no-brainer. They're easy to use, and they're easy to set up and configure. Support is generally good about resolving any issues that we have. We haven't had any real complaints.

View full review »
Richard Weiner - PeerSpot reviewer
President at Digital Information LLC

The web blocking for my clients and the application control are valuable.

Their tech support has been wonderful when we needed it. That's one reason we stuck with them for so long.

View full review »
Palo Alto Networks VM-Series logo Palo Alto Networks VM-Series: Support
BK
Manager, Information Technology at SWPA Corp

Technical support is okay. It's the same across the board, you have good techs and you have bad techs.

At times, it's a little slow in getting back to us, but nothing out of the norm.

View full review »
NK
Senior Manager Network Engineering at a manufacturing company with 10,001+ employees

The most valuable feature is that you can control your traffic flowing out and coming out, allowing you to apply malware and threat protection, as well as vulnerability checks.

It has an advanced engine that does parallel processing for packet and deep packet inspection. It also supports user authentication.

View full review »
JL
Executive Cyber Security Consultant at a tech services company with 11-50 employees

My experience with Palo Alto is that it is really bad when it comes to technical support. When we have a situation where we have to call them, we should be able to call them up, say, "I have a problem," and they should ask a series of questions to determine the severity and the nature of the problem. If you start with the question "Is the network down?" you are at least approaching prioritizing the call. If it is not down, they should be asking questions to determine how important the issue is. They need to know if it is high, medium, or low priority. Then we can get a callback from the appropriate technician.  

Do you want to know who does the vetting of priority really, well? Cisco. Cisco wins hands down when it comes to support. I do not understand that, for whatever reason, Palo Alto feels that they do not have a need to answer questions, or they just do not want to.  

It is not only that the support does not seem dedicated to resolving issues efficiently. I am a consultant, so I have a lot of clients. When I call up and talk to Palo Alto and ask something  like, "What is the client's password?" That is a general question. Or it might be something even less sensitive like "Can you send me instructions on how to configure [XYZ — whatever that XYZ is]?"  Their response will be something like, "Well, we need your customer number." They could just look it up because they know who I am. Then if I do not know my client's number, I have got to go back to the client and ask them. It is just terribly inefficient. Then depending on the customer number, I might get redirected to talk to Danny over there because I can not talk to Lisa or Ed over here.  

The tedium in the steps to get a simple answer just make it too complicated. When the question is as easy as: "Is the sky sunny in San Diego today?" they should not be worried about your customer representative, your customer number, or a whole bunch of information that they really do not use anyway. They know me, who I am, and the companies I deal with. I have been representing them for seven or eight years. I have a firewall right here, a PA-500. I got it about 11 years ago. They could easily be a lot more efficient.  

View full review »
KS
Senior Network Architect at a manufacturing company with 5,001-10,000 employees

I have been in contact with technical support and find that they are great.

View full review »
TD
Security Operations Specialist at a logistics company with 201-500 employees
GA
Senior Network Engineer at a tech services company with 51-200 employees

I would advise getting very well prepared by defining the scope and testing it in advance. Make sure that you understand the performance implications and that the core features are supported on the VM, and they are tested before the implementation or migration.

I would rate Palo Alto Networks VM-Series a nine out of ten. 

View full review »
GA
Senior Network Engineer at a tech services company with 51-200 employees

I have been in contact with technical support and I find them to be quite good.

View full review »
RS
Network Security Engineer at a tech vendor with 51-200 employees

The support is good.

View full review »
Alexandru Sireteanu - PeerSpot reviewer
Assistant Professor at Facultatea de Economie și Administrarea Afacerilor din Iași

I have used the Palo Alto Network's technical support before, and it's fine for the moment.

View full review »
Ricardo S. - PeerSpot reviewer
IT Infrastructure Architect at a financial services firm with 10,001+ employees

PAN provides good support in general through its partners in Chile

View full review »
Darshil Sanghvi - PeerSpot reviewer
Consultant at a tech services company with 501-1,000 employees

A valuable feature of the solution is that it is not dependent on the hypervisor so we can install it on Hyper-V Microsoft software and deploy it. We have even installed it on Nutanix 81, in which it is supported. It is not dependent on the platform and is stable. 

View full review »
Shrijendra Shakya - PeerSpot reviewer
C.T.O at Sastra Network Solution Inc. Pvt. Ltd.

It would be helpful if we had a direct number for the support manager or the supporting engineer. That would be better than having to email every time because there would be less wait. Having a dedicated number where we could send a text message in the case of an emergency would be helpful.

View full review »
JR
Manager, Information Technology at a tech services company with 5,001-10,000 employees

The customer support is good. They are able to give fast, readily-available solutions upon the creation of a help ticket. I would rate them as 10 out of 10.

View full review »
Fortinet FortiGate-VM logo Fortinet FortiGate-VM: Support
JD
IT Director at a retailer with 1,001-5,000 employees

The technical support is not very responsive and is an area that needs to be improved.

View full review »
MR
Junior Network Engineer at a tech services company with 11-50 employees

The product is quite flexible.

There seems to be a lot of very useful feature sets.

Technical support is very helpful.

We found the initial setup to be pretty straightforward for the most part.

View full review »
DK
Information Technology Manager and ISMS Auditor at a consultancy with 51-200 employees

There should be a bit more automation.

There could be more integration capabilities.

Technical support could be better.

The solution needs more features surrounding event log management.

View full review »
LM
Systems Engineer at a tech services company with 501-1,000 employees

The technical support for FortiGate-VM is the same for the physical VM — they're very responsive. 

View full review »
LM
CISO at a religious institution with 501-1,000 employees

The technical support is very good.

View full review »
MM
IT Engineering Manager at Mission Critical Partners

We help our clients in implementing it. We also manage it. We just have one network support person to take care of things. It is not a job that requires more than one person.

View full review »
Richard Domikis - PeerSpot reviewer
Chief Technology Officer at cornerstone defense

The product does not have a good graphical interface. Their patches and their upgrades are not always compatible with configuration. That means that often you find after you upgrade that there was something else you have to do to the rest of the infrastructure, whether it's a printer or a user or whatever. It doesn't appear to me that their upgrades are well tested. They usually do what they're supposed to do, however, they also usually do some other things that FortiGate doesn't seem to be aware of.

It doesn't maintain legacy capabilities very well.

The stability of the solution isn't ideal.

They don't seem capable of supporting their own product.

The solution needs a better user interface and more intelligent services like spam blocking and auto whitelisting, gray listing, blacklisting, et cetera. It just basically needs better user monitoring.

View full review »
João Garcia - PeerSpot reviewer
Solutions Architect at a tech services company with 51-200 employees

Their tech support is very good. We always get good answers from Fortinet tech support.

View full review »
Bruno Barretto - PeerSpot reviewer
IT Analyst at Comdados

The support is good. We don't have any issues with the technical support

View full review »
MV
Team leader technical support at a manufacturing company with 201-500 employees

Most of the technical support is provided by our support partner, but there have been some instances when I interacted with their technical support. They have been most satisfactory.

View full review »
SaifKhan1 - PeerSpot reviewer
Network Security Engineer at a consumer goods company with 201-500 employees

The technical support has been good.

View full review »
Swapnil Talegaonkar - PeerSpot reviewer
Technology consultant at a tech services company with 501-1,000 employees

The solution has pretty awesome features. It supports at least 300 of our branches. We have yet to come across any issues concerning the 300 branches we have configured, a high number which equates many connections. This means that the solution can handle that much traffic. This is a feature of the firewall that we appreciate, as well as that of antivirus. In spite of the solution being inexpensive, it has everything one would need. 

View full review »
VINAY GUJARATHI - PeerSpot reviewer
Owner at Mindware Computer Solutions

Technical support is good. However, we're not satisfied with partner support, and we're looking to diversify. We have signed up, and we're training our engineers.

View full review »
Rupsan-Shrestha - PeerSpot reviewer
Associate Pre Sales at a tech vendor with 51-200 employees

I am satisfied with all of the support for this solution. They have great documentation that is well written of everything that you need to know, such as UI functionality. There are different guides for many things that are really helpful. The technical support is really good.

View full review »
Nour Ikrazah - PeerSpot reviewer
Network Engineer at a tech services company with 11-50 employees

I've never dealt with technical support. I cannot speak to how helpful or responsive they are.

I have, however, used their tech demonstrations to learn about the product. That's helpful in terms of understanding, however, dealing with support directly has never come up.

View full review »
SE
Network Security Engineer at a tech company with 201-500 employees
AR
IT Specialist at a tech services company with 51-200 employees

Overall, it's an excellent solution.

The solution is largely very stable. 

Technical support has been good.

The firewall capabilities are very good.

View full review »
JK
Principal & CTO at Constructure Technologies at a construction company with 11-50 employees

Their technical support is great.

View full review »
Navin Rehnius - PeerSpot reviewer
Security Engineer at a tech services company with 201-500 employees

The technical support could be improved. I'd like to see the security platform upgraded.

View full review »
AZ
Project manager at a comms service provider with 10,001+ employees

Their technical support is good.

View full review »
SM
Senior Security Engineer at a energy/utilities company with 1,001-5,000 employees

For our entire fleet of 120 firewalls, we're paying about $100,000 per year. The licensing fees give you support and the capability to download updated definitions of threat intelligence from Fortinet.

View full review »
ThendoNdzimeni - PeerSpot reviewer
Network Administrator Team Lead at a financial services firm with 51-200 employees

Tech support is okay, but we do a lot of management by ourselves. We have a third party that we use when we do implementations, and I haven't contacted Fortinet even though I have access to it. The local support that we use costs much less. 

View full review »
Ranjit Kumar Sriramoju - PeerSpot reviewer
Tech Security & Networking Support Lead at a venture capital & private equity firm with 51-200 employees

My experience with technical support was good.

View full review »
AM
Creative Head/Director at a marketing services firm with 1-10 employees

The technical support is very good. It does not need to be improved. 

View full review »
PB
Director Of Technology at a tech services company with 1,001-5,000 employees

Technical support is good.

View full review »
EB
Engineering Manager at Primatel Communication Snd Bhd

We proved the frontline support for our client organizations or customers. So far we are satisfied with Fortinet support. We have currently have Fortinet-certified engineers in our company, so we don't have to contact support unless it's a complex issue. We have an NSE7-certified engineer, so we are quite confident with our deployment now.

View full review »
Sergio Covarrubias - PeerSpot reviewer
Director General CEO at SC Telecom

Fortinet's local support in Mexico could be better.

View full review »
TM
Network Administrator at Furnmart

The technical support is very helpful.

View full review »
MauricioCorrêa - PeerSpot reviewer
Full support analyst at Gruppen

The technical support varies with the product in question. The support for FortiGate appliances is relatively good compared with the more complicated support afforded other products. 

View full review »
Luis Corpus - PeerSpot reviewer
Senior Network Engineer at SONDA

It's great that we can have separate services for the same client. 

It's a complete solution. You only need to deploy it once. You can have many clients and many services for these clients in the same VM. It's a solution that works very well for companies that may need separated sections.

It makes things less expensive for clients. The pricing is good.

The interface is decent.

Technical support has a lot of knowledge.

The initial setup is simple. 

The solution is stable.

It can scale well.

View full review »
AM
Head of IT at a mining and metals company with 10,001+ employees

I've never directly dealt with technical support and therefore cannot speak to how helpful or responsive they are.

View full review »
MS
User at a hospitality company with 10,001+ employees

The technical support could improve. They took approximately one month to solve a firewire issue to update. I would not recommend it.

View full review »
GB
Principal Network Engineer at a computer software company with 201-500 employees

Personally, I like Fortinet support. I know other colleagues and people think it's slow, but I don't.

View full review »
CR
Director at REDCO

The support is fine now, however, our last purchase was not as good. They have changed their situation and improved support again.

View full review »
Rehab Abdallah - PeerSpot reviewer
Senior Network Engineer at a tech services company with 51-200 employees

The technical support is very good.

View full review »
Karina Llain - PeerSpot reviewer
Head of systems and technology at Hotel Zuana Beach Resort

The technical support in my experience has been good.

View full review »
MM
Network Analyst at a manufacturing company with 1,001-5,000 employees

Technical support has been fine. We have no complaints. They are pretty helpful and responsive. 

View full review »
Peter Salerno - PeerSpot reviewer
Owner / Principal Consultant at Stratus Concept LLC

Technical support has been great. They really helped us when we had issues with some early problems during setup.

It ties to the device, so it's pretty easy to see whether or not you have support, however, it was not difficult to get in touch with them. You get someone with knowledge right away. You don't have to go through a filter of people asking you "Is it plugged in?"

View full review »
KM
Programmer / Analyst at Maridive & Oil Services

I don't have experience with Fortinet's technical support. When I face any problem or issue, I call the company that came here to implement the device.

View full review »
MA
Technical Lead at a government with 1,001-5,000 employees

The support has been responsive in my experience.

View full review »
RL
Chief of Security and Research at a tech services company with 1-10 employees
OPNsense logo OPNsense: Support
CA
Owner and business consultant at networks srl

I did not need any technical support.

View full review »
HP
Senior Network Architect at Virtua Technologies

I have not been in contact with technical support. So far, everything has been good because I just use Google to find all of the answers and all of my solutions.

View full review »
FF
Cloud and Infrastrcture manager at a venture capital & private equity firm with 1,001-5,000 employees

We have not yet contacted technical support. All of the technical issues are resolved within our company.

View full review »
Neil Wurzel - PeerSpot reviewer
Senior Solution Manager at a comms service provider with 501-1,000 employees

I have found the solution has some great features overall, such as guest access capabilities, dashboards, and ease of use. There is plenty of documentation and support and it has the plugins that I needed.

View full review »
Mauro Ponze - PeerSpot reviewer
Business Development Advisor at a tech services company with 1-10 employees

The support service isn't very accessible, so you have to look at the forums to solve some issues. It would be better if they could offer this product with an associated support service.

View full review »
ST
Senior Network Engineer at a comms service provider with 11-50 employees
Ralf Wenzel - PeerSpot reviewer
Cloud Architect at infotek-software GmbH

We were in touch with Microsoft support for special networking considerations. The firewall itself was easy for us, and we had no need to reach out to tech support of OPNsense. The heavy part was the Azure part, and we are specialists there.

View full review »
Check Point NGFW logo Check Point NGFW: Support
GG
Security Engineer at a tech services company with 1,001-5,000 employees

The scalability of the firewall depends on the model. In terms of the implementation, it's really easy.

We have about 25 users for the entire solution. We have two engineers who work on deployments and implementation. We have another 18 engineers who do support and operations. They have responsibility to monitor the firewall 24/7.

It protects the core network and ISP: the routing, switching, and APM backbone. This is around 8,000 pieces of equipment. 

We don't have plans to increase our usage right now.

View full review »
IK
Security Expert at a aerospace/defense firm with 10,001+ employees

They have a very extensive Knowledge Base on their website, which is very helpful. But if you contact their technical support, not all of them have all the skills. If you open a ticket it may take a while to be resolved. It can take more than a month until they finally escalate it several times internally and then, finally, find a solution. But the first tier is not too technical.

View full review »
Nikhil Dhawan - PeerSpot reviewer
Associate Consultant at a tech services company with 10,001+ employees

It gives us centralized management for multiple firewalls. For example, if I want to push the same configuration to 10 firewalls, I can push it all at once with the help of the centralized management system.

It is easy to use because it supports Linux language in the CLI. This is a good for someone who already knows Linux language.

View full review »
KK
IT Specialist at a tech services company with 10,001+ employees
SJ
Network Security Administrator at a computer software company with 201-500 employees

We use it to provide security in our organization. Check Point Next Generation Firewalls are designed to support large networks, like a telco environment.

View full review »
AK
Sr. Network Engineer at a insurance company with 5,001-10,000 employees
Matt Millen - PeerSpot reviewer
Network & Systems Administrator I at DMH

One of the main reasons that we went with Check Point is that they provide a good solution for a firewall but at an affordable price. As a state agency, we can't afford Cisco Firepower. It's just out of our budget to be able to pay for something where licensing and hardware are so expensive. Check Point has really met our needs for a budget-friendly solution.

We pay a yearly support fee in addition to the standard licensing fees with Check Point.

View full review »
SamirShah - PeerSpot reviewer
Network Security Consultant at a energy/utilities company with 5,001-10,000 employees

Check Point's technical support is a seven out of 10. Sometimes it takes a lot of time to get the right people on TAC issues. And to buy time, they just use generic questions, which is really time-consuming and doesn't relate to the problem at all.

View full review »
Sunil Redekar - PeerSpot reviewer
Security Engineer at Hitachi Systems

There are no issues with scalability.

In Hitachi Systems in Mumbai, there are around 10 to 12 clients who are using Check Point Firewall. There are around 40 network security engineers who support Check Point Firewall in our organization for the Mumbai location, and there are multiple locations.

View full review »
AnkurSingh - PeerSpot reviewer
Technical Support Engineer at AlgoSec

I had 3200 appliances deployed in my company where we had two CMSs. We had multiple VSXs on those appliances due to the main firewall that we had on the VLAN. We also had an external firewall on the VLAN, which were used to monitor and allow the traffic within the network. That is how we were using it.

They have a new R81 in place. Currently, they also have R75 deployed in the environment, but they are planning to upgrade to R80.20 because that particular firewall has very high CPU utilization and there is no more support for R75. 

View full review »
Steve Vandegaer - PeerSpot reviewer
Senior Engineer Security at a computer software company with 201-500 employees

Check Point support is a very difficult question because not so long ago I had a major complaint with Check Point about their support. Now, they give us much better support because we have the highest level of partnership. They recognize that the people from our team, in particular, are very skilled, so we don't go to first-level support anymore. The moment we open a ticket, we get tier-three support, and that is good.

But we haven't had this privilege for that long and, in the past, support could be a bit tricky. If we got a tier-one engineer it could be okay for support that wasn't urgent but if we were doing an implementation, especially since we had a lot of experience, they were mostly asking questions about things that we had already checked. Often, we had more knowledge than they did.

For us, it's great that we now immediately get access to tier-three. I just wrote an email to the support manager this morning about an issue we had last night, and I told him the support was great; no complaints anymore. It took a while, but now it's good. I can't complain anymore.

It depends on the partnership you have with Check Point. If you're a lower-level partner, you have to go through the steps and it takes a bit of time. If you're working in a company that has a good partnership and you can negotiate some things, then support is good and you get very good people on the line.

View full review »
Oswaldo Gimeno - PeerSpot reviewer
Network Engineer at Getronics

The primary use of the firewall is to allow or block some traffic. Mainly, it is the perimeter firewall for the Internet. It filters the traffic from external to internal, e.g., to secure the traffic. 

Some of our customers have been demanding Check Point as their firewall product.

I do the installation, support, firewalls, etc.

View full review »
Ifeanyi Onyiaodike - PeerSpot reviewer
Network security engineer at Fidelity Bank

We've not used technical support. We asked our questions of the vendor that deployed and he was quite free and open in providing solutions. Anytime we call him we can ask. He was like our own local support.

There is also a Check Point community, although we've not really been active there, but you can go and ask questions there too, apart from support.

View full review »
Sathish Babu - PeerSpot reviewer
Solutions Consultant at a computer software company with 10,001+ employees

I have used technical support a couple of times, when it was required, for hardware replacements. Of course, once or twice I contacted them for active devices when we had some glitches. But that turned out to have nothing to do with Check Point.

Overall, technical support has been good. They understand the situation and what part needs to be replaced or what needs troubleshooting through remote support tools.

View full review »
JM
Network Security Engineer/Architect at a tech services company with 1,001-5,000 employees

They are very stable. We usually deploy them in clusters, in front of the node. We always have the other one functioning and we have never had an occasion in which one failed and the other also failed. We also have support for the hardware. But regarding their functioning, we are very satisfied. We have never had a big outage because the two members of a cluster went down. They are very good in terms of stability.

View full review »
IT cloud network engineer - PeerSpot reviewer
Junior Network Specialist - Cloud Operations Engineer at a computer software company with 5,001-10,000 employees

One of the most valuable features is the data center object integration with Azure. We are using Azure a lot and there is very nice synchronization between the objects in Azure, and it's very easy to implement rules using this feature.

Other valuable features include: 

  • the VPN — it's quite easy to configure it and it provides us with an easy way to interconnect our sites.
  • the CLI, for automating things
  • it is very easy to manage, to make backups, and to configure
  • the support and the graphical user interface.
View full review »
PJ
Security Administrator at R Systems

One of the most valuable features is the antivirus. It's very good.

We also now support cascading objects. We didn't support this previously, but on Check Point we do.

The dashboard is quite good, you can explore a lot of features there and it's easy to understand.

It also gives us SSL inspection, which provides more effective mitigation of defects and data leakage.

View full review »
Vighnesh Rege - PeerSpot reviewer
Lead Solution Advisor at a consultancy with 10,001+ employees

We recommend to clients who are installing applications that they can work with Check Point Next Generation Firewalls. Our role is to support our customers in terms of their migration, firewall room cleanups, and implementing all the security features that the firewall has.

Our clients have branch offices in Mexico and Bermuda. Check Point is one of the top names in these areas.

View full review »
CL
System Architekt at a financial services firm with 1-10 employees

Since we are trying to get our customers to do more self-service, we should see more inbound traffic. So, the usage will increase in the next two years.

We get more attacks from the outside these days, so it has become more important to use systems like Check Point. When I started with security 25 years ago, it was still something not everybody was aware they needed. Today, it's common sense that everybody needs to protect their perimeter.

Plan first, implement last. You should first be aware of what assets you want to protect and what are your traffic patterns. You should plan your policy and network topology ahead of time, then start to implement a firewall. If you just place it there without any plan of what it's supposed to do, it doesn't make too much sense. I think planning is 80 percent of the implementation.

I would rate this solution as an eight out of 10. It would be better if the support was quicker in the cases we had. Apart from that, we are happy with the functionality.

View full review »
PS
Principal Network and Security Consultant at a comms service provider with 10,001+ employees

I support multiple clients within the UK, the EMEA region, the US, and now in Asia Pacific as well. I specialize in Check Point firewalls. I design and secure their data centers, their on-premises solutions, or their businesses security.

The firewalls are mostly on-premise because most of our clients are financial organizations and they have strict compliance requirements. They feel more secure and have more control when things are on-premise in the data center. However, there are use cases where I have helped them to deploy Check Point solutions in the cloud: AWS, Azure, and in Google as well. But cloud deployments are very much in the early stages for these clients, on a development or testing basis. Most of the production workloads are still on-premise in data centers.

Most of my customers are still using R77.30, and they are on track to upgrade from that to R80, which is the current proposed version by Check Point.

View full review »
RG
Solutions Lead at a tech services company with 1,001-5,000 employees

Sometimes, when I have gotten stuck, I have reached out to support and it's okay. They have helped me very quickly.

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reviewer1420545 - PeerSpot reviewer
IT-Infrastruktur at Synthesa Chemie Ges.m.b.H

Support is very customer-oriented and you are always in good hands.(customer wishes are often implemented in the next hotfix)

Most Support engineers are located in Israel. (Very good spoken english)

Very fast response from R&D Team

View full review »
Rohit Gambhir - PeerSpot reviewer
Sr. Network Engineer at a consultancy with 51-200 employees

I have used the technical support very frequently. I would give them around a nine out of 10. They have very good support. In critical scenarios, they provide us very quick solutions, are very well-trained, and have a good knowledge about the product. That is what we expect from them. I am deducting one mark to allow room for improvement. 

View full review »
AU
Network and Security Specialist at a tech services company with 51-200 employees

I would rate the support as a three out of 10. It seems like they are all Tier 2 guys. If there is a problem, you search everything and read all the articles, then you contact their support center who forward you to the same articles. It is very difficult to work with their support guys, unless you work with the guys in Israel.

From my last job, I had a web UI issue on one of my firewalls. It's been a year now, and it's not been resolved. Although it's been to the Israel as well, It's still been delayed. We couldn't live with the issue, so we decided we would buy a new open server, as the previous open server was quite old, then we did a fresh install of R.30 on it.

if you buy the appliances or licenses through partners, they will try to resolve your issue or talk in a way that makes sense.

View full review »
AR
Firewall Administrator at a tech services company with 1,001-5,000 employees

We have had a good experience with the Check Point support guys. The solutions they provide are very straightforward and are provided quickly.

View full review »
YK
Network Security Engineer at R Systems

The Next Generation Firewalls, the 64000 and 44000 series, provide us with support for large data centers and telco environments. They're quite reliable and provide great performance.

View full review »
BF
Senior IT Manager at a mining and metals company with 501-1,000 employees

Mixed experience, mostly satisfactory. Some support engineers are quite helpful and efficient, others required more patience working through support incidents. ATAM support has been high quality, and as previously mentioned, local support has been key to resolving some cases much more quickly. If we were giving their support a letter grade, it would be in the B range.

View full review »
AJ
Sr. Network Engineer at a tech services company with 51-200 employees

It is always a good experience to work with their technical support. They are knowledgeable, always finding a solution. If we send them a bug, they fix it as soon as they can. 

View full review »
RM
Senior Network Engineer at a tech services company with 1,001-5,000 employees

The tech support is very good for Check Point. We get straightforward solutions for it every time, and they do not take a lot of time since we have to resolve the cases quickly in a live environment. So, they are very helpful and capable.

View full review »
AP
IT Infrastructure & Cyber Security Manager at a retailer with 501-1,000 employees

We continue using our partner for resolving problems and doing the changes that we need. That is the way that most vendors are working. First of all you need a partner and then the partner will open up a case with Check Point.

But one of the best things about working with Check Point, especially here in Israel, is that there is a direct line to the support, because we have such a good relationship with them, to speed things up.

The support is fast, professional, and thorough. Those are the most important things when you have a problem. If we need to call for support from either our partner or Check Point, we get a quick response and, usually, a fast resolution of the problem.

View full review »
MA
Sr. Network Engineer at a tech services company with 1,001-5,000 employees

We have used Check Point TAC to resolve our issues. We have had good support. They have good engineers there.

View full review »
KK
Network Associate at a wireless company with 1,001-5,000 employees

We are very happy with our experience with technical support. They are very knowledgeable and the process for resolving tickets or problems is fast. We have had incidents dealt with quickly by their team. 

View full review »
DD
Sr. Network Engineer at a tech services company with 1,001-5,000 employees

I used their assistance many times. The experience with them is sometimes very good. They give the best solution in a short amount of time. Two out of 10 times, I feel that they are only looking to close their tickets. They are keen to do that. My personal experience with the support is an eight out of 10.

View full review »
PRAPHULLA  DESHPANDE - PeerSpot reviewer
Associate Consult at Atos

Check Point has the best technical support, which I feel if we consider other firewall vendors in the market, is an important distinguishing point.

Stateful inspection is one of the strongest points in this product, which is applicable while creating policies for application and URL filtering.

Check Point provides dedicated blades to monitor network traffic, which helps while troubleshooting network and packet-related issues.

It is easy to filter traffic based on source-destination services, time, etc, which is an enhancement over other firewalls in the market.

View full review »
reviewer1523535 - PeerSpot reviewer
IP LAN and Integrity Specialist at Chevron

This product has provided us the total control of our connections in our very bandwidth and session-intensive environment. It offers high capacity on NAT tables that, with other vendors, needed to use really huge devices to support.

We can control all of our international connections in a central point with a distributed cluster in a very easy way and with good performance.

The layer 7 features (AV, IPS, Web filtering, etc) and integrations with AWS provide us a clear point of management for future deployments on the cloud.

View full review »
RG
Network Security Engineer at a tech services company with 10,001+ employees

I have been in contact with technical support many times, and they are good. Most of the time, they solve the problem as soon as possible, and they give a perfect solution.

View full review »
MP
Network Security Engineer at a tech services company with 10,001+ employees

We have support available from the Check Point TAC team. Our experience with them has been pretty good. We haven't had any issues or problems communicating with them or getting a solution from them.

View full review »
Swapnil Talegaonkar - PeerSpot reviewer
Technology consultant at a tech services company with 501-1,000 employees

With Check Point, we achieved redundancy but the problem was three public IP addresses that were required to be configured as HA, with two physical IPs & one virtual IP.

Our previous firewall used a single public IP but now, with Check Point using three, it became very difficult for us to make available the same segment of public IP addresses from our ISP. After many support calls, however, we found a solution.

The other option which is helpful is that there are no limits for any objects used in the policy. Our previous firewall does support limited time objects & IP address objects.

View full review »
reviewer1531134 - PeerSpot reviewer
Cybersecurity Engineer at Insurance Company

We were looking for an easy, centrally-managed firewall infrastructure as we were using a standalone solution that was difficult to operate and maintain because it was composed of several different systems.

We needed a solution that had support for virtual systems, and we needed such flexibility without increasing the cost by too much.

On the other hand, comparing within the sector, Check Point NGFW has a good stack of security mechanisms (modules, aka blades in CKP terminology) that are easy to implement and use.

View full review »
Sreegith Sreedharan Nair - PeerSpot reviewer
Senior Network Engineer at LTI - Larsen & Toubro Infotech

Support might take a long time to resolve issues in rare scenarios.

View full review »
Gonzalez - PeerSpot reviewer
Network Administrator at Secretaría de Finanzas de Aguascalientes

We support various clients in the government sector in Mexico. We provide different solutions in terms of network security, data security, and perimeter security. The NGFM Firewall is available locally and different offices and/or institutions of the government sector pass through a more secure and controlled infrastructure.

This type of infrastructure has different zones or areas that are managed and keeping them centralized has helped us to maintain and control them. In addition, we are generating fast and safe solutions for our users on each site.

View full review »
LA
Network, Systems and Security Engineer at SOLTEL Group

Check Point has a good support department and they are always ready to help you.

View full review »
Basil Dange - PeerSpot reviewer
Senior Manager at a financial services firm with 10,001+ employees

The technical support is excellent. The center is located in major cities in India along with the Check Point presales team.

View full review »
Gulrez - PeerSpot reviewer
Manager at Kotak Mahindra Bank

When it comes to technical support, Check Point is on another level. The support engineers are very well versed with the solution they are managing.

View full review »
reviewer1543578 - PeerSpot reviewer
User at Johnson Controls, Inc.

Our branch offices and customer sites require Internet access for the on-site staff and remote access capabilities for after-hours and remote support.

The Check Point firewalls allow us to provide site-to-site VPN, client VPN, web/app filtering, and IPS functionalities.

Client VPN is leveraged by site staff due to the majority of our sites requiring 24-hour support and also allows centralized teams to remotely assist with multiple sites globally.

We also use these at locations to provide security when our stand-alone network requires connectivity to the customer's network.

View full review »
Ümit Güler - PeerSpot reviewer
Consultant at KoçSistem

I'm a consultant at a Check Point partner. I have deployed a lot of Check Point firewalls and support Check Point firewalls for our customers. Our customer environments are different. I have deployed standalone, cluster, and two-layered firewalls.

View full review »
Anthony Hassiotis - PeerSpot reviewer
User

It should scale well as they now support more than 40 CPUs on a single system. 

View full review »
Charanjit Bhatia - PeerSpot reviewer
AGM Cyber Security CoE at Bata Group

Technical Support needs improvement, especially the L1 engineers.

View full review »
Rajan Arora - PeerSpot reviewer
AVP - IT Security at a tech services company with 51-200 employees

Check Point NGFW is the first perimeter security solution used in our environment and it is able to deliver the expected results. Specifically, it supports high-performance throughput for voluminous traffic.

The vendor has proven capability of identifying known threats, which can be seen while managing the firewall. The OEM has identified a roadmap in line with the emerging threat landscape and evolves the product to counter these threats. 

The central management console has helped with segregation, where planned interventions with management consoles do not have any impact on production or critical business traffic.

View full review »
Pardeep Sharma - PeerSpot reviewer
Network security engineer at a tech services company with 1,001-5,000 employees

The web filtering and CLI commands need to be improved. 

The CLI command is very difficult to deploy. 

If you are an engineer and considering configuring through the command line, you can't. The command line is very difficult to use, which is one of the biggest drawbacks of this solution.

The initial setup could be simplified.

Technical support is another big drawback and needs to be improved.

In the next release, there should be improvements made to the sandboxing functionality.

View full review »
SaifKhan1 - PeerSpot reviewer
Network Security Engineer at a consumer goods company with 201-500 employees

Technical support from Check Point is good.

View full review »
reviewer1582053 - PeerSpot reviewer
Security Engineer at Gosoft (Thailand)

They have a good support team that is fast to respond. However, there are open cases that should be resolved in a more timely fashion.

View full review »
DZ
Security product manager at RRC

We use Check Point NGFW for perimeter protection of our network from the internet. We also use it for threat protection at the network level and the endpoint level.

We provide implementation, installation, and support services. We know about all types of firewalls, and we work with all types of installations. We usually use appliances, but in test environments, we use virtual appliances.

View full review »
AN
Security Solution Architect

As I am not an end-user, I haven't really had any contact with support. Still, none of my customers have had any complaints regarding support.

View full review »
Ifeanyi Onyiaodike - PeerSpot reviewer
Network security engineer at Fidelity Bank

The technical support is very responsive. We have a vendor that acts as a buffer between us and Check Point. In our country, these companies all have a local vendor that pushes their product.

When we contacted our vendor, our vendor called Check Point and as they were talking, Check Point shipped the hard disk, to fix the issue I mentioned earlier. They just placed the order immediately, while we were still talking. We think that they knew that delivery was going to take about five days — it was actually very fast.

View full review »
VN
TitleManager - Datacenter IT at a manufacturing company with 10,001+ employees

Check Point solutions have always been more complex to deploy than their competitors. There may be multiple scenarios where we may need to engage support, however, the customer support is very good. There are certain features that are only possible from the command line (e.g. packet captures) and it would be good to integrate everything into the GUI to reduce the learning curve for newer engineers. Finally, it can be a costlier solution - especially for the smaller firewalls as compared to the competition. It would be beneficial to have more training options or documentation as well.

View full review »
PI
IT Manager at a comms service provider with 51-200 employees
Xavier Espinoza - PeerSpot reviewer
Subgerente de Tecnologías de la Información at ETAPA EP

I would like to see more integration with other infrastructures. We are considering Cisco because it is more integrated, and the network limits of the solution are better.

Recently, we experience a problem with the hardware because it was too old, it was blocked. The hardware failed, but the software did not. With older hardware, it is a problem because our network is growing every year. The solution is not at maximum performance. 

It does not have the performance that we require. The network is not the same as it was 12 years ago. There are several logs.

We are looking for a cheaper product that is more integrated than our Cisco Network appliance.

It may also need to support other types of architecture.

The only reasons we are looking at other solutions are price and integration.

View full review »
SK
Project Manager at a financial services firm with 10,001+ employees

The next-generation firewalls are used on the perimeter within a couple of data centers. There are lots of firewalls and we are trying to consolidate everything in the final solution. The MDS and VSX are real solutions that are easing the consolidation across different domains to make management easier. It also improves the overall solution from the operations perspective where BAU teams can leverage different Check Point product lines, like Smart Log, to support customers on a daily basis.

View full review »
AS
User at a financial services firm with 10,001+ employees

The sales, pre-sales, professional services, and tech support are all very nice.

View full review »
Vinay-Singh - PeerSpot reviewer
Manager IT & Security at mCarbon Tech Innovations Pvt., Ltd.

The product could always be even more stable and secure, as it would improve protection.

As we aren't using the very latest iteration, it's hard to say which features are lacking, as some might have been added in the latest releases we haven't yet migrated over to.

The pricing could always be more competitive.

Technical support needs to be more helpful.

View full review »
JK
Senior Infrastructure Technical Lead at a financial services firm with 10,001+ employees

The VSX has been great. The ability to split single hardware into multiple virtuals along with support for dynamic routing using BGP is very useful for our environment.

We like the management console. The Check Point smart dashboard has made things easier for administration and we've been able to manage all the Check Point devices from one place which is very useful.

The operations support is great. There is a smart log system that is very good for troubleshooting and reporting. We also use the CLI for troubleshooting purposes (for the likes of FWMonitor and tcpdump) while the FW rules are managed via the smart console which does wonders for operations support.

View full review »
DF
Executive at a computer software company with 11-50 employees

The most valuable features for us are the solution's identity awareness and intrusion prevention.

The solution is very stable.

We have found the solution to be scalable. 

Technical support is very good.

View full review »
PRAPHULLA DESHPANDE - PeerSpot reviewer
Sr. Security Analyst at Atos

Check Point is very strong as compared to the other vendors in the market.

The solution offers a very good centralized management console. 

It works well even for small deployments. 

The perimeter security is excellent. 

It works well even for cloud environments and has been very useful during COVID when people weren't necessarily in the office. 

The creation of policies is simple. It's easy to configure them when we need to.

We have found the troubleshooting process to be very easy and helpful.

The GUI is simple and straightforward. 

The sandbox environment on offer has been great. 

The support has been super-helpful. They've always been great, even at a pre-sales level.

The initial setup is very straightforward. 

View full review »
SV
Co-Founder at a tech services company with 51-200 employees

Our company is outsourcing the support.

View full review »
RS
IT Manager at a transportation company with 501-1,000 employees

Technical support has been excellent

View full review »
HM
Chief Information Security Officer and Founder at a insurance company with 201-500 employees

We've rarely used support but they've been helpful when we needed them. 

View full review »
Oren Dror - PeerSpot reviewer
Security IT Manager at IFAT Group

Technical support could be improved. It's hit or miss in terms of the level of service and getting the answers you need.

View full review »
MG
IT Security Manager at a retailer with 10,001+ employees

We have premium support which is different from regular support. We have had good experiences with the support.

View full review »
reviewer1626546 - PeerSpot reviewer
Network Head at SUKARNE

Of the areas of improvement that I want to see in this product, without a doubt, one is the technical support. In this time of globalization, with so many cyberattacks and risks, the Check Point support staff take a long time to attend to incidents due to the high demand. 

Another change that I would like to see is the ability to be able to test the policies before launching a change. It is somewhat annoying to apply a change and then notice that, after a while, the message appears that the installation of policies has failed, either due to some duplicate rule, some duplicate port, duplicate service or IP, et cetera.

View full review »
IA
Solutions Architect Infrastructure and Security at a retailer with 1,001-5,000 employees

Their support is good. Their L1 and L2 support across the globe is great. L3 support is with the Israel team, and they have the right competency to troubleshoot it. Sometimes, when something needs to be done in the software in detail, we need to wait for people to come online from Israel. I would rate their L3 support a six out of 10 because we need to wait for the team from Israel to come online.

View full review »
Mitchell Mugerwa - PeerSpot reviewer
Procurement Supervisor at Centenary Bank

While the solution is good, we wish to have something that is a bit better, as the threats have evolved over time. We have been using Check Point for more than than eight years and are interested in a better solution. We entered a review site which ranks top security firewalls and saw that Palo Alto is ranked number one, followed by Fortinet, with Check Point in the lead. We noticed that Palo Alto was much more expensive than Fortinet, but wished to know which key features differentiated the two. 

Though we did not take issue with the price of Check Point NGFW, we felt that it was providing us with inadequate support here in Uganda. This is why we decided to switch solutions. I should note that I do not have a technical background and am responsible for procurement. 

The value we were getting for our money was an issue. I work for a bank for which security is very important, but we were not being assured of the appropriate support. The licensing fees we were paying did not equate with adequate local support. We had already had a bad experience with Check Point, so we did not bother with a quote from it and, instead, got one from several local companies that can support either Palo Alto or Fortinet. 

View full review »
DS
Senior Cluster Manager at Bajaj Finserv

Tech support should be improved. There are times when the technical team fails to understand things at the ground-level. 

The dashboard can stand improvement. 

The solution is overly expensive. 

The initial setup is a bit complex. 

View full review »
BS
Security Manager at FPT

It could be more stable and scalable. Check Point price and support could be better.

View full review »
PL
Firewall Engineer at a logistics company with 1,001-5,000 employees

The policy installation length is still too long. It was promised that the time would be severely reduced in newer versions, but it is still too long. R81 promises at least parallel policy installations, which help in larger environments.

Check Point's advantage (to be able to configure everything) is also a disadvantage. The environment is quite complex. Troubleshooting is not always easy as there are a lot of possible debugs that can be taken, and the support will not always send the right or necessary debugs. Some debugs also can cause a heavy load, so you have to keep an eye on what you troubleshoot.

View full review »
AS
Co-founder & CTO at a tech services company with 11-50 employees

The technical support response time needs to improve. 

View full review »
ED
Senior Linux Administrator at Cartrack

I find the support to be very prompt. They go the extra mile to assist and are thorough in their troubleshooting.

View full review »
MB
Network Security Administrator at a financial services firm with 10,001+ employees

The product can be improved with fewer hotfixes, and if more generally available jumbo hotfixes were used.

We don't often hit bugs. It's perfectly normal for an NGFW device as other vendors are always fixing bugs too. However, when we hit a bug, the support team recommends some hotfix, and if we upgrade to that, we have to uninstall it before we apply some newer jumbo hotfix. If those fixes were included in a fast manner in the jumbo hotfix (as jumbo hotfixes are tested thoroughly for general availability), it would be ideal.

View full review »
BU
System Security Engineer at Ziraat Teknoloji
José Javier Dominguez Reina - PeerSpot reviewer
Project Manager at Junta de Andalucia

The predefined reports are limited and should provide more information. Check Point should provide a greater number of defined reports and produce reports for each division of the organization. Also, historical statistics cannot be obtained from the central console, the data or logs must be exported to another machine and processed from there to obtain this historical information. The number of available physical ports could be increased and Check Point could add support for higher speeds.

View full review »
NM
Logical Security Deputy Manager - IT at a financial services firm with 1,001-5,000 employees
JR
Systems Architect at PHARMPIX CORP

The Remote Access VPN has been crucial to us, especially during this pandemic. We had to be on lockdown for a couple of months and being able to deploy a remote workforce with Check Point VPN was a crucial part of our business continuity strategy.

The logs and reporting are very easy to use and manage. Also, the IPS and IDS are critical components to keeping our network secure. They are very easy to configure and there are multiple templates that can be used out of the box that provides maximum protection to our network.

The support offers the best services I have experienced. It's better than any other IT vendor.

View full review »
GC
Senior Infrastructure Service Specialist at a financial services firm with 10,001+ employees

Although the GUI is simple to use and fairly comprehensive, more support via CLI would be beneficial for bulk operations. Repetitive tasks can surely be explored via API, however, oftentimes, tasks that are not worth automating can take longer than expected via GUI, while it could be easily tackled via CLI.

There should be better and more comprehensive reporting. This would also bring a lot of value to the platform by enhancing its capability of bringing transparency to the network.

View full review »
VJ
Senior infrastructure technical lead at Westpac Bank

Technical support is super.

View full review »
AP
Sales Specialist-Network Solutions at a tech vendor with 51-200 employees

Check Point support is good.

View full review »
BI
Technology Architect at BearingPoint

Check Point NGFW has improved our organization with more security and easier deployments. There is a smaller amount of workload in the supporting area. We find a lot of documentation for the products and benefit from a big community. The Check Point support is much better than what we have seen from other vendors. The firewall policy is easy to deploy and we can do a more granular separation of specific user groups. We feel much more secure with this product - especially the API support - and possible automation has saved us a lot of time in our team and organization.

View full review »
reviewer1692963 - PeerSpot reviewer
User

We needed to replace our external firewall solution as we were having issues with the HTTPS inspection on our previous solution and the level of support being provided was terrible, leaving us with an issue that could not be fixed for over six months. 

We had already deployed a new internal firewall solution but needed something that would protect that from external factors. We also needed a new solution to replace our client VPN solution. The Check Point solution gave us that as one whole solution instead of having to manage multiple services.

View full review »
reviewer1692972 - PeerSpot reviewer
User at PROWERS COUNTY HOSPITAL DISTRICT

This system has been rock solid in our environment. I have even run beta software to try out new features. I trust the company and their top-notch support staff to keep us running smoothly.

View full review »
BZ
IT System Operations Manager at Hamamatsu Photonics KK

Check Point is currently our perimeter firewall at various locations. We use their failover clustering with high availability option, which performs flawlessly. Upgrades are easy to perform and have always worked reliably for us. Technical support is always available to assist with these operations, which makes the process less stressful to the admins. 

We are also using their ISP Redundancy feature, which works as advertised - perfectly! It's easy to implement, especially with the awesome documentation from our engineer. We also use their Remote Access VPN offering and have really seen its value this past year, due to COVID-19. The VPN has been 100% rock solid, especially during the most critical times in our history.

View full review »
VP
PLM Consultant

The appliances are quite intuitive and easy to be used. The hotfixes are useful and often released with notifications sent to the client.

There have been a few requests/issues about the Identity Awareness feature. The connection to AD, which was a request from the user, required the TAC team's support

View full review »
ES
Innovation Consultant at KPN

Technical support is very good and easily accessible.

View full review »
WB
Senior System Administrator at Seminole Electric Cooperative, Inc.

We use five NGFWs for four of our sites, with our primary site having an active/backup HA pair. All sites are running anti-virus/malware/bots as well as HTTPS Inspection, IPS/IDS, threat emulation, application filtering, and identity awareness. These are our first line of defense at the perimeter of our network and we have seen a decrease in the number of detections on our endpoints. We've also implemented these firewalls to handle our external VPN connections from remote clients. We've had a few small hiccups, however, there was nothing Check Point support wasn't able to resolve.

View full review »
GA
President at NGA Consulting, Inc.

With the added ability to have multiple VPN methods to connect, the solution has worked well for remote workers who are either utilizing the Check Point VPN client or the SSL VPN web client.

The throughput with full threat detection is adequate for the Internet circuit installed at most of the client locations and is in fact better than the previous firewall solution.

The support has been great whenever Check Point has been contacted. They help resolve an issue or explain how to perform some necessary action. 

For the most part, the NGFW is easy to understand and set up and there are, of course, advanced options if a non-standard problem arises.

View full review »
reviewer1697127 - PeerSpot reviewer
User at a insurance company with 201-500 employees

The environment in which it was deployed is a financial institution that requires high availability, confidentiality, and integrity of information within the supporting infrastructure. The NGFW is used specifically for the VPN, firewalling and it also serves as virtual patching in the event of zero-day vulnerabilities that are very common within some well know client desktop computers and servers.

View full review »
Guillermo Buritica Tobon - PeerSpot reviewer
Consultant - Site Reliability Engineering Manager (SRE) - Managed Services at Servian

Technical support is excellent. I do not have any complaints.

View full review »
AO
Head of Technology at African Alliance Plc.
MA
Service Manager at a construction company with 10,001+ employees

Overall the technical support is very good. If we have an operational issue, they can sometimes be a bit slow in responding. Other than this, I have nothing to complain about.

View full review »
DiegoMirones - PeerSpot reviewer
General Manager at Qhawariy

I like the facility of the product configuration. The ease with which the solution can be put into production makes it easy for my employers and for me to provide client support

View full review »
JJ
Network and Security Engineer at BIMBA & LOLA, S.L.

We try to not depend of the SMS application and leave it as a web application. Sometimes it takes a long time to authenticate and open correctly. It's a windows application, so you need a machine to install the application on.

If you have the standard support level, sometimes they take a long time to understand or even give you a solution or good workaround to a problematic situation. We had a problem in the past with a VPN blade that lead some devices to flap the VPN up and down. That case lasted 6 months as we were jumping between Check Point's internal departments in order to find a solution on our problem.

View full review »
TM
Senior Information Security Specialist at a tech vendor with 10,001+ employees

Technical support can be good or bad. It depends. Sometimes they are really great, and sometimes very annoying. Most of the time we have a good experience.

View full review »
BW
Consultant at work@lim.it Systemhaus

Most of the support calls are answered very quickly. However, if you have a problem and you have to get development involved, the response gets slower.

Most of the time, you will find all necessary information in the Support Center or on the collaboration sites.

View full review »
BF
Network Engineer II at Baptist Health

It has always been slow and difficult to use technical support. It depends on a case-by-case basis, however, you have to chase and manage the case yourself or it will go nowhere. This likely comes down to a lack of experienced agents.

View full review »
MH
Senior Network Engineer at Arvest Bank Group

Check Point has not improved our organization. We have observed a sharp decline in the quality of both products and support

Over the last several years, there has not been a single week where we have not had an outstanding issue open with Check Point support's advanced tier teams. 

Initially, we had incredibly impactful issues regarding their scalable platform hardware (which is being discontinued in favor of Maestro) to the point we were forced to rip them out due to them being completely unreliable. 

Check Point support has also seen a significant drop in quality, despite my organization even being a Diamond Support customer with Check Point. We fully believe it would be a wiser investment of time to call Geek Squad rather than Check Point.

View full review »
TL
Networking engineer at Hewlett Packard Enterprise
LuisRodriguez1 - PeerSpot reviewer
Support Manager at Sefisa

I do like that this solution is a very robust firewall.

It's very stable. 

The product is well supported. The solution is very scalable. 

Technical support has been quite good. 

View full review »
Alessandro Bolzonella - PeerSpot reviewer
Senior IT Security Manager at a manufacturing company with 201-500 employees

We do not need customer support.

View full review »
CA
Integration engineer at S21sec

The support Check Point gives is key. As the Firewall vendor, I recommend them. It's always great to work with them. For this reason, I am very satisfied with Check Point. Every doubt I had they were pleased to help with and we ab;e to provide a resolution. The technical services always replied in a very fast and effective way. The live chat is great as well. There is always someone willing to help. This makes working with Check Point a good experience.

Check Point expert mode is basically Linux, so working with that allows us to implement a variety of scripts.

View full review »
MC
Chester at Iocane

Product-wise, I have no real complaints. 

Potential improvements could be made around simplifying VPN functionality and configuration.  

The main area that the organization can improve is around the lack of local, in-state technical support. Competitor vendors have a strong presence in the Adelaide Market, however, Check Point has always been limited with its commitment to staffing local technical resources. If this focus is made, I could see Check Point returning to the strength that it once had in the Adelaide market.

View full review »
NI
Snr Information Security Analyst at The Toronto Star

Support for customers really needs to improve.

Check Point also needs to create a study license that will enable the customer to install a firewall (maybe with reduced connectivity) for a bit longer so that one can simulate scenarios without having to re-install it every 15 days.

We had a lot of problems with the VPN blade on the solution. We sometimes have trouble with the performance of the solution. Maybe some performance tuning options could be added in a future release.

Check Point needs to create a certification program that involves practical applications. 

View full review »
NT
TitleNetwork Manager at Destinology

I've only had two instances using their support as we have a third party on contract for third-line issues that I cannot resolve. They were prompt yet not shy about pointing out potential issues with third parties and it not being their appliance. 

View full review »
JV
Principal Associate at Eurofins

A few times I reached out to support help and in no time I was able to get experts who helped me through any issue I was having. 

View full review »
Gaurab Dev Manandhar - PeerSpot reviewer
Senior Network Administrator at a financial services firm with 1,001-5,000 employees

The technical support is really poor. We have to wait for approximately 48 hours sometimes for a simple solution.

View full review »
MB
IT Security Engineer at PricewaterhouseCoopers

Customer service and support have been a bit hit or miss and it takes a while for escalation to happen, however, once it does happen, you get proper support right away.

View full review »
TK
IT Consultant/Engineer at a computer software company with 11-50 employees

Technical support could sometimes be better.

View full review »
IY
System Administrator at Grant Thornton

New users should know that the first year of support is included in the equipment. After that, you have to buy it.

View full review »
GR
Senior Network Security Engineer at a tech services company with 1,001-5,000 employees
RP
Director at TechPlayr

We have not had any issues with the firewall.

Support is good and it's centralized architecture.

View full review »
PD
Cyber Security Consultant at Capgemini

The IPS feature is the most valuable feature. We can block zero-day attacks within stipulated time intervals. The up-gradation activities are much simpler when we are dealing with Check Point firewalls. 

If there is a critical issue observed, the Check Point support team can create a custom package that we can deploy on the gateway to mitigate critical issues/bug fixes. 

The support reachability is very promising, as we can directly connect with them via call or chat from the support portal.

View full review »
Oscar Daniel Garcia - PeerSpot reviewer
IT Director at Facultad de Ciencias Actuariales, Universidad Anáhuac México

The setup was simple because we had the checkpoint expert support. The time it took was standard and once the installation was complete, there was no problem at all.

View full review »
EF
General Manager with 51-200 employees

I would rate the technical support of Check Point NGFW a seven out of ten.

View full review »
PD
Cyber Security Consultant at Capgemini

It's nearly impossible to add an exception for threat prevention services - like antivirus and anti-bot. You will be stuck with Indicators of Compromise marked as detect only, caching issues, and random effects. 

There is no clear way to report incorrect classification to support and a business is neither happy nor forgiving when they cannot receive mail from a crucial business partner. 

The KBs article should also be improved as all the global KB articles do not provide all the activity steps related to every issue.

View full review »
Anil Redekar - PeerSpot reviewer
Senior Network Engineer at Infosys

Tech support is very good. After logging the call, if there is an issue discovered, they are very supportive. They are helpful and responsive. We've very happy with them.

View full review »
TL
IT Security Administrator at a tech services company with 51-200 employees

We haven't really dealt with technical support. We typically go through our partners.

View full review »
RW
Senior Systems Engineer at Upper Occoquan Service Authority

They provide really good support. I would rate them a five out of five. 

View full review »
AY
Jr. ISO at BancNet, Inc.

Check Point should improve services related to the cloud-based solution. Due to these challenging times, most organizations seek to move to cloud-based implementation to minimize the cost and for easy deployment, access, and remote support

The Next-Generation Firewall should also be focused on zero-day threats as attacks have improved the past few years. They need to ensure that all connections and nodes are being protected. 

Sandblast technology is also a good tool as it offers enterprise solutions on malware detection and prevention.

View full review »
HA
Analista de suporte at NTSec

I support multiple environments in Brazil, including banks, schools, government, and the military, mostly with on-premise equipment. Some of these environments had more than 30 Check Point NGFW clusters and some of these have 4 on-premise appliances on each cluster, using the full capabilities of the Check Point Blades.

Using the firewall blades, and the threat prevention blades, we can provide big security for our customers. In the lo4j case, Check Point acts fast and all of the systems are already protected from the threat.

View full review »
JD
Ingeniero de Infraestructura at E-Global S.A.

Check Point's support has been excellent, and they respond immediately via phone, chat, and email. In particular, I think the chat support was great. 

View full review »
nickospot - PeerSpot reviewer
Assistant Manager at a government with 501-1,000 employees

We're using Check Point NGFW for network security, intrusion detection, intrusion prevention, application control, DDoS attack protection, sandblast, mobile device management, identity-based access control, reporting, access control policy, scalability, state-of-the-art security gateway, support, threat prevention, accelerated policy installation, concurrent security policy installation, advanced routing, easy upgrading, logging and monitoring, smart events, and smart console.

View full review »
RV
Business Development Manager - Security at a computer software company with 201-500 employees

I have not needed to contact support.

View full review »
S
Network Security Engineer at Fujairah Port

The most valuable features include:

  • Application Control
  • SSL Inspection
  • URL Filter
  • IPS/IDS
  • Virus Scanner
  • ATP
  • DNS Sinkhole
  • File Content Scan (Archived Content)
  • Link Protection
  • Safe Search
  • VPN
  • Anti Bot/Anti-Spam
  • Threat Emulation/Extraction

Each and every module provides 100% accuracy. 

Their threat emulations and Bot Services are excellent.

Additionally, they have an excellent support team working around the clock. The engineers have excellent knowledge and provide us with a resolution in a very timely manner.

I have been using Check Point technology since 2011 and recently I have deployed new NGFW, the upgraded version, in a cluster along with the management box.

View full review »
NS
Senior Solutions Architect at Maersk

The solution has a lot of valuable aspects, including:

  • IPS & IDS
  • Sandbox (Threat Emulation & Extraction)
  • Ease of management
  • Reports for analysis
  • Better technical support
  • Stateful inspection
  • Application-aware boxes
  • Threat detection capabilities
  • Hyperscaling

Data loss prevention, compliance, threat emulation, and other blades overall make this a robustly unified platform for the implementation and management of security controls.

Since it is Layer 7, we are able to get down to the application level and block certain applications from even running.

Since it has an IPS in place, we are able to see possible attacks that have been prevented by the firewall.

View full review »
KM
Technical Architect at a computer software company with 10,001+ employees

It really depends on the customer's deployment and environment, but we often mix and match firewalls. Check Point is more expensive but easier to manage, and their presales and after-sale support are way better than Fortinet's.

View full review »
AG
PROFESIONAL GESTIÓN TIC at GOBERNACIÓN DEL TOLIMA

The most valuable aspects of this product include:

1. Scalability. It has allowed us to grow in a safe way and in accordance with our particular needs.

2. Support. The attention of both the distribution channels and the manufacturer has allowed us to count on the help needed in critical moments and in an easy way.

3. All in One. This product contains all the services we require for the protection of our entire infrastructure, including also end-users who are most vulnerable.

View full review »
GA
President at NGA Consulting, Inc.

It's used for a small business network which needed additional protection and threat prevention, remote work capabilities, and excellent support. It's capable of handling multiple public IPs and directing traffic to the appropriate interfaces.  The solution can handle multiple ISPs for backup or aggregation of traffic. 

The environment consists of eight PCs and six other devices which need Internet access and which must be protected.  The ability to restrict traffic to specific network addresses as well as the ability to block malicious hosts trying to get into the network has been great.

View full review »
HM
Senior Solution Architect at a comms service provider with 51-200 employees

Check Point NGFW has the most mature technical support in the industry. 

The Check Point company has been around for approximately 30 years and they have everything well documented, similar to other vendors, such as Juniper and Powervault.

View full review »
CC
Technology at Partswerx

Securing our organization was our main goal. Check Point, with threat prevention which includes IPS antivirus antibot and threat emulation has better secured our business from the internet.  

With the auto-updates made simple and knowledgeable support personnel, it has freed up our time to focus on other IT strategies.  

Utilizing the Check Point support team has allowed us to configure and use other money-saving features like VPN tunneling to remote offices, while still remaining secure in our systems.

View full review »
Amar Gadge - PeerSpot reviewer
Engineer Security Management at BT - British Telecom

Pricing for the gateways is too high as compared to the other vendors.

Whenever there is any issue comes checkpoint support ask to keep the gateway on the latest hotfix and OS which is difficult to roll out on all the gateways present in the customer environment.

View full review »
Afrizal Guntur - PeerSpot reviewer
Junior Security Engineer at PT Kereta Api Indonesia (Persero)

We use the solution for the DMZ firewall. It's very common and very easy to make configuration, Having IPsec for tunneling solutions with third-party routers and firewalls with other branch offices is very helpful. 

It offers support for segmentation networks. 

The geolocation feature makes it so that our company can easily allow or block a location of IP and can integrate with our SOC or our log management system. 

URL filtering is very powerful for blocking malicious connections. 

The user interface is very cool and easy to use. It has anti-DDOS protection which is very useful too.

View full review »
Ümit Güler - PeerSpot reviewer
Consultant at KoçSistem

I'm a consultant and Check Point partner. I have deployed a lot of Check Point firewalls and support Check Point firewalls for our customers. Our customer environments are different. I deployed standalone, cluster, and two-layer firewalls. 

One of our customers has over 200 branch offices which were protected by Check Point SMB appliances. All these appliances are managed by CheckPoint SmartProvisioning. 

This customer has one cluster Check Point which secures server segments and one cluster Check Point which secures client segments.

View full review »
Harold Suárez, MGP, PMP® - PeerSpot reviewer
Project Management and Deployment Team Leader at Sefisa

In addition to the different security features that Check Point security solutions have, their integration with other technologies makes the security environment a complete security type.

Apart from the technological and innovative solution, a point in favor of Check Point is the support provided by the manufacturer, since over time, we have not had any case that is not resolved, they have a good escalation process and highly qualified staff. 

The process of opening a case has different options that are convenient.

View full review »
Adhi Wahyu - PeerSpot reviewer
Network Engineer at RSUP Dr. Sardjito

It's stable. The system runs with minimal problems. I said minimal because yes there were problems. In 4 years using checkpoint, we have maybe 2 major problem. One was hardware modul failure, that replaced as soon as possible by support team, and the other was software/configuration problem, that get solved also with the help of support team

View full review »
TR
System Administrator at System Administrator

We did have stability issues by using a not officially supported Check Point setup, running it in a virtualization environment, so the Firewall gateway was running on a Xen cluster. In the beginning this was running fine, buter after a couple of months the Checkpoint services kept freezing and needed to be restarted manually. As this started to occur more regularly (a couple of times per week) we migrated the firewall to dedicated hardware.

So I'd recommend always using supported setups.

View full review »
JZ
Senior Consultant at Integrity360

Error logs can be more specific. Sometimes the error shows only a general error and the solution could be hard to find or difficult to apply. 

Documentation can be improved. It has been improved, however, when you search for errors, in relation to documentation and how to solve it, sometimes it is not that simple to find the right solution. Troubleshooting errors could be sometimes difficult and some tools are only available for the Check Point support team. 

The price is also a factor to take into account. Other competitors offer low prices in relation to Check Point and the executive team may opt for the cheapest vendor (if you have to compare to another good one yet note a cheaper price).

View full review »
rblog - PeerSpot reviewer
Systems Engineer at Trends and Technologies Inc.

Lately, Check Point support is nowhere to be found.  We are always attending other customer sessions when, in fact, support is needed for a P1.

View full review »
erdemerdag - PeerSpot reviewer
Cybersecurity Operations Engineer at a tech services company with 201-500 employees

The customer service and support team respond in minutes. If it is a critical issue, you can reach them in seconds via chat.

View full review »
alvarado - PeerSpot reviewer
Cloud Support Leader at a tech company with 51-200 employees

We really liked the simple implementation. The use of web filter blades that adjust to what we needed has been great. The VPN being able to monitor was perfect for our purposes while having enough granularity on the part of application control and web filter. 

The small Check Point FW was adjusted to the branch. Its size does not limit the great power of perimeter security that this technology provides.

Another very good feature is its support for WiFi. The device card is prepared to provide this functionality.

View full review »
Thapelo Kwesi Baabusi - PeerSpot reviewer
ICT Manager at Engineers Registration Board

Technical support is always on point.

View full review »
Fabian Miranda - PeerSpot reviewer
Subject Matter Expert - Helthcare and Corporate Verticals Development at Lenovo

This is something that doesn't directly affect us. However, I know VMware is not supported by the platform. 

Also, it seems that plenty of features you may not know even exist unless you do some extensive, deep digging as they're not coming up in the initial configuration, so you have to go through the documentation to realize their existence. 

Support is really good, so you may rely on them to learn more about these coded features I'm talking about, also to make the proper calibration for the rules/policies you're applying as they may not turn the results expected from the first config.

View full review »
Ozan Durmus - PeerSpot reviewer
Senior Information Security Specialist at Akbank

The solution offers a good GUI. It is easy to use, smart, simple, and user-friendly.

The client VPN and S2S VPN capabilities are great. Check Point's mobile access provides us with flexibility. We don't have a single point of failure regarding the VPN access points anymore.

We can use Check Point NGFW physically, virtually (with Check Point VSX), and on the cloud with CloudGuard. We have most of the features available even within these different environments.

We can apply SAM Rules (without installation needs), and Custom Intelligence Feeds.

It has good API support and provides value when you need it. 

View full review »
LA
Cloud Support - Security Admin at a tech company with 1-10 employees

The tool is somewhat more expensive than its competitors. It could equalize the costs a little to be able to be more competitive.

On the other hand, Check Point documentation does not always help easy implementation for new users or amateurs in the security field.

Finally, the support must be improved. They need to improve times and schedules and solve both in local applications and in the cloud. Sometimes a solution is extended in the newest tools. Sometimes it is better to investigate one on your own than to wait for a Check Point solution.

View full review »
Adriamcam - PeerSpot reviewer
Cloud Engineer at ITQS

As such, the tool provides what is expected in its security functionality. However, some points must be improved, such as the latency in the GUI entry. It takes a while to register and allow access to the administrative panel.

Another point where customer service should be improved, both in the administrative and technical fields. Support cases have been generated several times, and it takes time for the case to be resolved. In addition to that, the solutions need to attend to us. It takes a long time to coordinate a call since they do not handle a comprehensive schedule.

View full review »
Palo Alto Networks NG Firewalls logo Palo Alto Networks NG Firewalls: Support
AB
Solutions Architect at a computer software company with 10,001+ employees

As a solutions architect group, we are what you would call "vendor-agnostic." We evaluate any solution that seems like it may be viable to provide clients with some advantages. I will never go to a customer and say that these are the only products that we are going to support. However, if there is something that a client wants to use which I feel would be detrimental to their business or that doesn't fit their needs, I will encourage them to look at other solutions and explain why the choice they were leaning towards may not be the best. When a solution they want to use means that no matter what we do they are going to get broken into, I'll let them know. It isn't good for their business or ours.

That said, some of the most requested or considered firewall solutions by clients beside Palo Alto are Fortinet, Firepower, and Meraki. Looking at each provides a background into how we look at solutions and how we evaluate options for clients. You have to look at the benefits and disadvantages.

Cisco Firepower NGFW (Next-Generation Firewall)

I think that Firepower can be simplified and can be made into a more viable product in the Cisco line. I think that Cisco has the ability to get into the Firepower management platform and trim it, doing so by breaking down all of the different areas of concern and configuration and categorizing them into overviews, implementation across the board, and steady-state management. If they were to do that, then users could start at the top layer and drill down more as they see fit to customize to their needs. I believe that Cisco can do that with Firepower and make it a much better security tool.

Firepower is not just a firewall, it is an SD-WAN. It is an application that Cisco sells that gets loaded onto an ASA 5500 series appliance (the appliance has to be the X platform). It is not a bad solution. I can use it to get into your network and protect a lot of your customers who will be running traffic through it. But a problem that you are going to get into as a result of using Firepower is that it is extremely difficult to configure. Security engineers that I have handed the setup after a sale came back from the service and asked me never to sell it again because it was very difficult for them to set up. However, it is also very secure. The difficulty is in using the GUI, which is the console that you would log into to set up your rules and applications. It can take about 10 times as long as Meraki to set up, and that is no exaggeration. Palo Alto is easier to set up than Firepower, but not as easy to set up as Meraki. But, the security in Palo Alto is phenomenal compared to Meraki. Firepower is pretty secure. If it was a little easier to operate, I'd be recommending it up one side and down the next, but ease-of-use also comes into play when it comes to recommending products.

I'll support what Firepower has to offer considering the quality of the security. But I can't take anyone seriously who is proud of themselves just because they think their firewall is next generation. It might have that capability but it might not be 'next generation' if it is set up wrong. Some vendors who sell firewall solutions that I've spoken to admit to dancing their customers around the 'next generation' promise and they make amazing claims about what it can do. Things like "This firewall will protect the heck out of your network," or "This firewall has built-in SD-WAN and can save you lots of money." These things are true, perhaps, depending on the clients' needs and the likelihood that they will be able to properly manage the product. 

Firepower is a capable solution but it is difficult to set up and manage.

Cisco Meraki NGFW (Next-Generation Firewall)

Meraki was a horrible acquisition by Cisco and it is harming their name. All of us who are familiar enough with the firewall know how bad that firewall is and we know that Cisco needs to make changes. The acquisition is almost funny. The logic seemed to be something like "Let's buy an inferior security solution and put our name on it." That is a textbook case on how not to run a company.

If Cisco wanted to improve Meraki, the first thing they need to do is simply activate the ability to block an unknown application. Start with that and then also improve utility by blocking every threat by default like other products so that users can open up traffic only to what they need to. That saves innumerable threats right there.

There are situations where Meraki works very well as is. One example is at a coffee shop. What the coffee shop needed for their firewall solution was to have a firewall at every location for guests. The guests go there to eat their donuts, drink their coffee, and surf the internet. The company's need was simply to blockade a VLAN for guest access to the internet while maintaining a VLAN for corporate access. They need corporate access because they need to process their transactions and communications. All corporate devices can only communicate through a VPN to headquarters or through a VPN to the bank. For example, they need to process transactions when somebody uses their debit card at a POS station. It works great at the coffee shop. 

It works great at department stores as well. All employees have a little device on their hip that enables them to find what aisle a product is in when a customer asks them. If the store doesn't have the product on hand, the employee can do a search for another store that does have it in stock right on the device. They can do that right on the spot and use that service for that device. For that reason, they are not going across the internet to find the information they are searching for. They are forced into a secure tunnel for a specific purpose. That is something you can do with Meraki. If you don't let employees surf the web on the device, then Meraki will work.

I can actually give you the methodologies in which hackers are able to completely hack into a Cisco customer's network and steal extremely valuable information. Meraki is the most simple of all firewalls to infiltrate in the industry. It is an extremely dangerous piece of hardware. What comes into play is that Meraki, by default, does the opposite of what all of the other firewalls do. Every firewall not called Meraki will block every means of attack until you start saying to permit things. The Meraki solution is the opposite. Meraki, by default, blocks nothing, and then you have to go in and custom key everything that you want to block. This is dangerous because most people don't know everything in the world that they need to block. With Meraki, you have to get hacked in order to be able to find out. Now, tell me who really wants that.

An example of this is that Meraki cannot block an application it doesn't know about, which means that all unknown applications are forever allowed in by Meraki. If I am a hacker and I know that you are using a Meraki firewall, I can write an application to use for an attack. When I do, it is unknown because I just wrote it today. If I load it up on a website, anybody that goes to that website using a Meraki firewall has this application loaded onto their computer. Meraki can't block it. That application I wrote is designed to copy everything from that person's computer and everything across the network that he or she has access to, up to a server offshore in a non-extradition country. I will have your data. Now I can sell it or I can hold you for ransom on it.

Customers love it because it is simple to configure. I don't even need to be a security architect to sit down at a Meraki console and configure every device across my network. It is an extremely simple device and it's extremely cheap. But you get what you pay for. You are generally going to suffer because of the simplicity. You are going to suffer because of the low cost and "savings."

All I can say about Meraki is that it is cheap and easy to use and fits well in niche situations. If you need broader security capabilities, spend a few bucks on your network and get a better security solution.


Fortinet FortiGate
 NGFW (Next-Generation Firewall)

I'm supportive of Fortinet because it is a decent next-generation firewall solution. While not as secure as Palo Alto, it is a cost-effective and reasonably reliable product. I have customers choose it over Palo Alto. But if they decide to use this solution, I want to charge them to manage it for them. The reason for that is, if anything goes wrong in the network and they get hacked, my client will likely get fired and replaced. If anything goes wrong in the network and I am paid to manage their firewall, I am the one in trouble if they get hacked — not the client. I apply my services to the network, make sure everything is working as it should and give them my business card. I tell them that they can give the business card to their boss if anything goes wrong because the guy on the card is the one to blame. That way I remain sure that nothing will go wrong because of poor administration, and my client contact sleeps better at night.

Fortinet is sort of middle-of-the-road as a solution. It has a relative simplicity in setup and management, it has a lower price and provides capable security. Fortinet FortiGate still gets some of my respect as a viable alternative to Palo Alto.
     

Comparing the Complexity of Setup

Firepower is the most complex to set up. The second most complex is Palo Alto. The third is Fortinet. The fourth is Meraki as the simplest.

Rating the Products

On a scale from one to ten with ten being the best, I would rate each of these products like this:

  • Meraki is a one out of ten (if I could give it a zero or negative number I would).
  • Fortinet is seven out of ten because it is simple but not so secure.
  • Firepower is seven out of ten because it is more secure, but not so simple.
  • Palo Alto is a ten out of ten because the security side of it is fantastic, and the gui is not a nightmare.

An Aside About Cisco Products 

It is interesting to note that the two offerings by Cisco are on completely opposite ends of the spectrum when it comes to the learning curve. Firepower is on one end of the spectrum as the most difficult to configure and having the worst learning curve, and Meraki is on the other as the easiest to configure and learn. Both are owned by Cisco but Cisco did not actually develop either of product. They got them both by acquisition.

View full review »
Georges Samaha - PeerSpot reviewer
Security Consultant at a tech services company with 501-1,000 employees

Since the solution is hardware, there are some limitations in terms of scalability.

Usually, in hardware, you can't say it's scalable or not due to the fact that you have the limitations built-in related to the size of the box. The box has a maximum number that it can reach. You can add more hardware, however, the hardware itself is finite.

We usually do a POC first so we can get the figures for performance and we can put in a box that can support 20 or 30 people extra for future expansion.

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RA
Senior Network Engineer at a tech services company with 201-500 employees

We deploy and provide support for this solution to our customers. The use case depends on customer requirements because Palo Alto Next Generation Firewall can be used as a data center firewall, perimeter firewall or on the cloud for a perimeter firewall or used with communications. Some customers use it for global protect connectivity. I am a senior network engineer and we are partners with Palo Alto Networks. 

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Khawaja AhsanZia - PeerSpot reviewer
Network Security Engineer at a tech services company with 11-50 employees

The support level is good, but it depends on the region you're working from. In some countries, the support flexibility is very good. For others, you have different strategies. I'm in Pakistan and Palo Alto has a different strategy here in that they don't directly provide support. You have to add another vendor in between and open a case with them and if they can't resolve your query they activate to Palo Alto. In some countries, Palo Alto directly provides support and in others they can't be contacted directly. In a couple of scenarios, we got involved with an R&D team and told them there was a bug for our end users. Palo Alto escalated that case to an R&D team and they got it fixed in the following patches.

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MD.SIHAB TALUKDAR - PeerSpot reviewer
System Engineer at a non-profit with 10,001+ employees

The most valuable features are the content ID, IPs, and the URL filtering service to enable protection. 

The structure is much faster and more sophisticated than Cisco.

Their cloud support is smart.

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MIhajlo MItev - PeerSpot reviewer
System Administrator at a mining and metals company with 51-200 employees
ME
Security Presales Solutions Architect at a tech services company with 201-500 employees

It is scalable. They offer multiple platforms, such as hardware appliances as well as virtual appliances. You can deploy as many virtual appliances as you want. Palo Alto supports the latest technologies, such as micro-segmentation, and NSX integration with Nutanix Acropolis Hypervisor. They offer multiple options to cover almost every deployment scenario and architecture for most of the customers.

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RN
Lead Consultant at a tech services company with 1-10 employees

The technical support from Palo Alto is good.

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Jorge Huaman - PeerSpot reviewer
Technology Manager at Italtel

We work very closely with the vendors here and at this point they use external support.

Maybe they could add some tools and more competing services, like servers, but that would increase the cost of the solution.

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Abhirup Sarkar - PeerSpot reviewer
Director, Middle East, East India & SAARC at a tech company with 51-200 employees

The VPN connectors should be better. We had some challenges in terms of the VPN with Palo Alto Networks NG Firewall, and that's one of the main reasons why we moved to Sophos.

Its load handling can also be improved. There were challenges when traffic was high. During peak business hours, it did not function very well. There was a lot of slowness, and the users used to complain, especially when they were connecting from outside. We even reported this to the support team.

Their support should also be improved. Technical support was a bit of a concern while using this solution. We didn't get very good support from the Palo Alto team.

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Thameem Ansari - PeerSpot reviewer
Senior solution architect at a comms service provider with 51-200 employees

There are some options available in other firewall products that are not supported, so there is room for improvement in that regard.

Technical support could be faster.

The cost of this firewall could be cheaper.

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SZ
Team Lead Network Infrastructure at a tech services company with 1-10 employees

It's a next-generation firewall and it's pretty stable. You don't have to worry about if you restart it for some maintenance. It will just come back. Basically, it would come back in a straightforward manner. There are no stability issues.

The one thing that I like about Palo Alto is it's throughput is pretty straightforward. It supports bandwidth and offers throughput for the firewall.  The throughput basically decreases.

Palo Alto actually provides two throughput values. One is for firewall throughput and other is with all features. Whether you use one or all features, its throughput will be the same.

It's performance is better than other firewalls. That is due to the fact that it is based on SPD architecture, not FX. It basically provides you with the SB3 technology, a single path parallel processing. What other brands do is they have multiple engines, like an application engine and IPS engine and other even outside management engines. This isn't like that.

With other solutions, the traffic basically passes from those firewalls one after the other engine. In Palo Alto networks, the traffic basically passes simultaneously on all the engines. It basically improves the throughput and performance of the firewall. There's no reconfiguration required.

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Jan Hammer - PeerSpot reviewer
Marine Consultant/Captain/Senior DPO at Jan Arild Hammer

I have sometimes used the local support here in Norway. That has been okay. There are no problems.

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KN
Service Delivery Engineer - Network Security Lead at a tech services company with 51-200 employees

In terms of technical support, I've noticed that as long as you have an enterprise license the support is good. 

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MJ
CIO/CTO at a manufacturing company with 501-1,000 employees

With regards to support, they have a lot of things to improve.

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AM
Partner Alliance Director at a comms service provider with 1,001-5,000 employees

The ability to check cases could be improved upon. We find that most of the packets we have to directly open with the PA. Until then, it's possible that there cannot be any support.

Take, for example, the XDR. The XDR is the real power to all our solutions from PA, however, when we are using their XDR, we have directly to contact PA. It's like this for the licensing or for any technical issues.

The solution could offer better pricing. We'd like it if it could be a bit more affordable for us.

The solution should offer SD-WAN.

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Virendra Vishnu - PeerSpot reviewer
Vice President of Digital Transformation at Sysnet Global Technologies

Technical support is very good.

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Hari Pandu Dairi - PeerSpot reviewer
Network Engineer at a tech services company with 201-500 employees

Technical support is still not good for me.

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AnkitMittal - PeerSpot reviewer
Network Engineer at Vibs

The support is good.

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MS
Senior Network & Security Administrator at a consultancy with 1,001-5,000 employees

Technical support is pretty good. We get a timely response. There will be plus/minus where we do not getting a response, but not regularly, just one or two cases among, let's say, 20 or 30. As far as my experiences with the tech support go, it's pretty good, very straightforward support. It's not like they're playing on the call and taking their time. It is really straightforward.

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TM
Sr. Engineer at a comms service provider with 51-200 employees

I haven't contacted technical support recently. The last time I spoke to the tech support team was five years ago or maybe as an Operation Engineer three or five years ago. Generally, I found that they were really good at understanding the product. In my experience, they were really helpful. I'd say I was satisfied with their support.

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JJ
Solutions Architect at a comms service provider with 51-200 employees

I didn't have a very complex call with their technical support.

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AH