Personal firewalls Support Comparison

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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Introduction
Support Services Overview