TAC Support Quality in general for SMB

[HerbertP]

Hello,

how is TAC Support generally supposed to be working for smb products ?

I have worked with checkpoint products on customer sites for aprox 20 years and have opened several TAC cases, with really good to exceptional support, leading to almost no impact on daily business.

Support for SMB products (again) does in no way meet expectations for a business product.

- support is at first contact asking for a full backup of the appliance (containing all information from 3rd party sites), instead of requesting debug/log output

- at least in my current case, there is obviously no knowledge, howto setup a certificate based authentication in general(the following quote is from the support / TAC):

"But when ever I tried to test user using certificate authentication method, it requested for certificate key, and I am not sure which key is this, can you provide any information on this (like which key it could be)?"

From my understanding even small business products with support contracts still need to be supported in way, that daily use cases can be relied on. 

--Philip

[Ramz]

Hi Philip,

Could you please share the latest service request number you are referencing for this incident?

Thanks in advance,
Ram

[HerbertP]

6-0004564905

[Ramz]

Thank you Philip.
We will continue in the email thread with Ohad.

Best regards,
Ram