topic Re: Beyond support - slow response on licensing and account services in General Topics

Beyond support - slow response on licensing and account services

Martin_Valenta — Thu, 09 Jan 2020 07:51:26 GMT

Is it normal that tickets created for non-technical issues are taking 1-2 days to be assigned to somebody?

Usually this kind of tickets requires low effort from support teams, when consider cases like searching for license key in UC and etc..

Re: Beyond support - slow response on licensing and account services

Maarten_Sjouw — Thu, 09 Jan 2020 11:39:42 GMT

I can tell you that our experience is no different and that we had some serious problems due to this, customer down due to a license file on the GW but it took them half a day to respond.

Re: Beyond support - slow response on licensing and account services

G_W_Albrecht — Thu, 09 Jan 2020 11:59:46 GMT

This has been CP history for a long time 🤣. I always estimate 4-5 working days until an issue is resolved (yes, most issues are resolved rather quickly) when opening a ticket. Phone has proved to be much more efficient - if the call gets answered 😏.

Please also consider that this is not TAC, but Account Services, and that they are also contacted by sales people regarding licenses and support end dates.

Re: Beyond support - slow response on licensing and account services

Martin_Valenta — Fri, 10 Jan 2020 08:51:10 GMT

@PhoneBoy @_Val_ Any feedback?

Re: Beyond support - slow response on licensing and account services

Tom_Hinoue — Fri, 10 Jan 2020 09:32:42 GMT

Count me in, as we experience similar issues time to time.
(e.g tickets take forever to get assigned in beyond and have to reach out by phone or chat for immediate assistance.)
For us the difference in timezone also impacts the time until the issue is resolved...

In addition, it would be nice if orders are processed accordingly, so we don't have to experience any delays in the first place 🙂

Re: Beyond support - slow response on licensing and account services

_Val_ — Fri, 10 Jan 2020 10:50:19 GMT

@Martin_Valenta As far as I know, non-technical requests do not have SLAs attached. Account services are working 5/8, so delays might happen.

Concerning your specific request, it seems that you have opened it on January 7th and received the first reply within 24 hours. There is another reply from Account services yesterday.

From what I see in the system, you should escalate this not to account services but to your reseller and probably your Check Point local office.

If you need any assistance, let's take it offline, please.

Re: Beyond support - slow response on licensing and account services

Tommy_Forrest — Fri, 10 Jan 2020 16:15:57 GMT

Probably not what you want to hear, but we're a Diamond Support customer and don't have these issues, generally speaking.

Account Services can sometimes be a little slow on licensing, but they generally get back to us same day if not early the next day.

We get a dedicated engineer who learns our network and we can usually get that person on the phone in a matter of minutes and they can be available for email for super simple questions.

There's lots of other benefits to Diamond. May be worth checking out.