Access "Buying security software: The devil's in the details"
This article is part of the October 2004 issue of Help! Evaluating AV solutions and tech support
Scrolling through the daily deluge of list postings, I found one that speaks directly to the problem addressed in month's cover story on technical support. The writer is clearly frustrated with his firewall vendor: "Has anyone else had problems with [vendor's] customer service? Apart from their user Web site being a travesty of a mockery of a joke in usability, I got a stock response, -Your e-mail will be handled in three to five business days,' when I sent them an e-mail asking to sort out a simple problem. I'm a paying customer who can't get access to the software updates, and I'm told it's going to be a week before I get an answer? Good thing it wasn't an emergency." What if it was an emergency? Most online FAQs and troubleshooting guides are opaque to the point of uselessness. Real troubleshooting is done by trained technicians who roll up their sleeves and get their hands dirty. Unfortunately, security managers often find that the support they were promised during the sales presentations doesn't live up to their expectations. Information Security ... Access >>>
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