RE: Firewall recommendations?

["Jeremy Stinson" <jstinson () quadrix com>]

Tier 1 personnel read off of cue cards
Tier 2 personnel have some ability to troubleshoot the problem and the
ability to send it to tier 3 back @ NetScreen.

Since my company has been using NetScreens for so long, we usually only call
support if we find a severe bug. In these cases, we are escalated to Tier 3
very quickly. Their support has gotten better of the last year.

IMHO

Jeremy

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My opinions are my our and may or may not represent the opinions of my
company.
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-----Original Message-----
From: John Tolmachoff [mailto:sflist-secbasic () reliance net]
Sent: Wednesday, March 12, 2003 1:38 PM
To: security-basics () securityfocus com
Subject: RE: Firewall recommendations?


> Right on their website ;-)

Their site looks different today than it did in October of 2001.

Also, I have received an e-mail explaining that their Tier 1 and Tier 2
Techs are outsourced. Tier 3 is in-house. Tier 1 I understand, but Tier 2?
Most companies as far as I know would not make you get through 2 levels of
support before finally speaking to some one that actually knows something.

John Tolmachoff MCSE, CSSA
IT Manager, Network Engineer
RelianceSoft, Inc.
Fullerton, CA  92835
www.reliancesoft.com