RE: Firewall recommendations?

["mhunt" <mhunt () hotpop com>]

When I worked at The Williams Companies (Williams.com) as a Tier 1 tech,
we where expected to fix almost any problem.  We had VPN capabilities to
every computer in the company (several thousand employees at the time),
and the only time Tier 2 was called out was usually for an unfixable
hardware problem.  Tier 3 was the Exchange admins, Citrix admins, and so
on.  But that was just us.  I believe wcom was run the same way, when I
did Tier 2 deployment there.

-----Original Message-----
From: Chris Berry [mailto:compjma () hotmail com] 
Sent: Thursday, March 13, 2003 12:49 PM
To: security-basics () securityfocus com
Subject: RE: Firewall recommendations?

> From: "John Tolmachoff" <sflist-secbasic () reliance net>
> > 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.

Alot of companies have three tier support, usually tier 1 are basically
just 
there to answer the phones and solve simple problems like not being able
to 
turn the unit on, or something that requires a little knowledge, tier 2
is 
usually what we think of as tech support, these guys solve most of the
real 
"problems", tier 3 is the engineers, the ones who solve problems that 
require hardware or software changes because the implementation isn't
right, 
not becuase of customer error.  SonicWall, for example does exactly
this, 
they farm out their tier 1 and 2 but do tier 3 inhouse.

Chris Berry
compjma () hotmail com
Systems Administrator
JM Associates

"Linux and I have a love/hate relationship.  I hate its complexity until
I 
figure out how something works, then I love its power."







_________________________________________________________________
The new MSN 8: advanced junk mail protection and 2 months FREE*  
http://join.msn.com/?page=features/junkmail