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not enterprise ready...rant

Kingbuzzo
After several notices regarding the Unix 2038 bug I arranged an outage for my "HA" ASG425's on Saturday night so I could perform the 7.504 to 7.507 update.

I performed a backup of the config and cautiously applied the 7.506 and then only one of the appliances took the update.  The other one is stuck in the infamous "up2date" cycle.

I tried power-cycling them with no luck so I called Asstaro.  Then I get the condecending voicemail to not call them and open an e-ticket which I guess is more convenient for them.  So I open an e-ticket and then...crickets - and no this isn't the first time I have gone thru this drill.

I have 1200 users and so-called Gold Support - I'm not entirely sure what they consider Gold but I would hope that someone could at least take a phone call or answer a ticket after 36 hours!

Anyway, thru some miracle the proxy is still functioning with more frequent e-directory issues but again that is nothing new either.

I understand that they are dealing with yet another bunged-pattern-update issue but this is pathetic.

Its no wonder why they only have home-users.


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  • 0
    I won't comment on your post other than to point out that Gold Support does not include support on weekends; Premium (previously Platinum) support does, and is what I sell in most cases, especially to larger enterprise customers.  I have had a pretty good experience, overall, with getting support for these customers on weekends when needed.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 0
    Thank you for the clarification.

    After failing with my gold attempt, I tried to pretend I had Platium support and got the same message.

    Oh, and now its Monday 2pm CST with still no response...
  • 0 in reply to Kingbuzzo
    It's hard to "pretend" to have Platinum / Premium Support --- they only give you that if the PIN you enter (if using the phone) or the license you use in the support portal, has premium support associated with it.

    Have you contacted your reseller yet?  I can often get customers "back on the road" pretty fast if there's a support issue.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 0
    I only tried using the telephone prompts for Gold & Platinum with same results.

    No, I have tried contacting him before...post sales support isn't something they are interested in I guess...such is life in IT...sigh
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