RE: Firewall recommendations?

["Chris Berry" <compjma () hotmail com>]

> 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."







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