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Personal firewalls Support Comparison

June 4, 2002

Standings

  Firewall Developer (Support Service) Response Time PC Flank's Rating (1-3)
  McAfee (Chat with Live Technician)   5 minutes       
  Agnitum (Support Forum)   30 minutes       
  Sygate (Support Forum)   2,5 hours       
  Soft4Ever (E-mail)   7 hours       
  Agnitum (E-mail)   8 hours       
  ZoneLabs (E-mail)   3 days     
  Symantec (Support Discussion Group)   3 days     
  Sygate (E-mail)   4 days   
  Kerio (E-mail & Discussion Group)   no response   
  Network Ice (E-mail)   no response   
  Tiny Software (E-mail)   no response   


Comments on results:

  • Unfortunately few companies did not respond what questions the level of their Support Services level
  • We were really impressed by chat with McAfee "live technician" who had solved the problem in just 5 minutes! Surely its an advantage of giant companies who can afford to maintain such support stuff, but not everyone is ready to wait for at least 5 minutes before the assistant finish chatting with other user.
  • Agnitum and Sygate pleased us with their own Support Forums. Hopefully other developers will also add such forums to their Support section.
  • Symantec Discussion Group is also a great place to ask your question but it takes too much time before a Support Team member answers your question.
  • Unfortunately all we got from Kerio Discussion Group was "read FAQ document" answer.
  • To our surprise Tiny Software does not have any links to submit your Support related questions! We have manually sent email to support@tinysoftware.com and got no answer!
  • We have informed all the developers about this comparison.
  • In the future we consider re-testing those Support Services to see how the things will develope in the future


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