Security Management Strategies for the CIOAccess "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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What's Inside
Features
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Antivirus vendor review 2004: Is AV customer support dying?
by Ed Skoudis, CISSP
Ed Skoudis subjects five of the leading antivirus vendors to customer support scenarios. Learn how well each of the AV vendors responded to its customers' needs.
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The self-defending network: Is it real technology or market speak?
by Eric Cole, Contributor
Cisco and other security vendors are touting the "self-defending" network. Is it real technology or market-speak?
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Antivirus vendor review 2004: Is AV customer support dying?
by Ed Skoudis, CISSP
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The downside of cybercrime investigation and prosecution
by Carole Fennelly, Contributing Writer
Prosecuting cybercrime puts your organization -- and your security -- on the hot seat.
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Preventing spyware and third-party attacks
by David Geer, Contributor
Is your IT infrastructure prepared for spyware? In this feature, learn how to prepare your enterprise for spyware and how best to avoid these third-party attacks.
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The downside of cybercrime investigation and prosecution
by Carole Fennelly, Contributing Writer
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Columns
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Buying security software: The devil's in the details
by Lawrence Walsh
When purchasing new security software, be sure to check references and quality controls first. You don't want to be stuck if something goes wrong.
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Identifying VoIP phone security risks, attacks
by Marcus Ranum, Contributor
If the VoIP phone keeps ringing, it's probably spam.
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The security appliance market: Just a myth?
by Pete Lindstrom, Contributor
Vendors often package their appliances to sell through their company, it makes no sense for them to stock pile into a marketplace. Pete Lindstrom explains.
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Benefits of encryption: Improving your enterprise IT security structure
by Jay Beale, Contributor
Learn the benefits of encryption and how it can be one of the only true secure ways to protect your enterprise.
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Application Vulnerability Development Language: Why is it important for security?
by Andrew Briney
Network security is like a U.N. meeting without the upside-down headphones, writes Editorial Director Andy Briney in this column.
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Buying security software: The devil's in the details
by Lawrence Walsh
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