Cisco Secure Firewall Customer Service and Support
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JoshuaThums
Network Administration Lead at Forest County Potawatomi Community
Cisco's technical support is very good, overall. I've only run into one or two instances in the last 20 years where I came away with a negative experience. Those were generally unknown bugs but I didn't appreciate the way they handled some of those situations. But overall, Cisco's technical support is better than most companies'.
View full review »RV
Rob Vreede
Principal Network Engineer at a retailer with 10,001+ employees
Cisco's technical support staff have always been helpful and have been able to solve our issues. I would rate them a nine out of ten.
I think that their tech support is quite good. I would rate them an eight, on a scale from one to 10, with one being the worst and 10 being the best.
Buyer's Guide
Cisco Secure Firewall
April 2024
Learn what your peers think about Cisco Secure Firewall. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,578 professionals have used our research since 2012.
I'd give technical support an eight out of ten.
View full review »I've called Cisco TAC many times throughout my career, and I never hesitate to do it. They've always been fantastic for me. I'd rate them a ten out of ten.
View full review »SB
Shashidhara B N
Director & CIO of IT services at Connectivity IT Services Private Limited
Cisco support is okay, but not great. I rate Cisco support five out of ten. The response time is too long. We need an instant response to security issues. They follow some legacy processes.
In some cases, I think they're good, but they have hundreds of questions and steps to go through before the ticket is escalated. The local partner adds a lot of value in that case.
View full review »EV
Ed Vanderpool
IT Technical Manager at Adventist Health
My company has been using Cisco for many years. One of the huge pieces for us is, of course, the supportability and ongoing update, maintenance, and care. We've had a great relationship with Cisco. The tech is outstanding. Typically, we will open a tech case and they will know exactly what the issue is within two to three hours if it's a very difficult one. Typically they even know what it is when we actually open the case.
We've actually had a fantastic relationship working with Cisco. They've had a fast turnaround, great tech support, and we have not run into any issues thus far with the Firepower overall.
View full review »It's very good. Cisco has excellent support. It's better than most of our vendors. I'd rate their support a ten out of ten.
They're awesome. I talked to the guys here, I had a couple of problems that keep me up at night. I was able to come here and they're going to help me out with some different ideas. Anybody I talk to has a solution, and the problem is fixed. So it's nice. I've never had any problem with TAC. They're awesome.
I wouldn't give them a ten. Nobody is perfect. I'll give them a nine because they help me with any issues I've had. I could put a ticket in a day, and then it gets taken care of in a speedy, efficient manner, and then I'm able to move on to other things that I need to worry about.
View full review »I worked with Cisco's technical support from the beginning and it was excellent. I rate Cisco support 10 out of 10.
View full review »PS
Paul Stadlbauer
System Engineer at Telekom Deutschland GmbH
Cisco's tech support is good in general. It varies and depends on with whom you're speaking and how the knowledge on the other side is. That's basically the same for our company. I'd rate them an eight out of ten. A ten would be perfect, and no one is perfect. You can reach maybe a nine, but no one can reach a ten.
View full review »JB
Jake Billingsley
Enterprise Architect at People Driven Technology Inc
Cisco has a huge TAC organization. Experiences can differ. Sometimes it's really good, sometimes you get a newer TAC engineer who needs to start at step one to investigate the issue. But they're always there. They always pick up the phone and there's always a person, a TAC engineer to escalate to, who can provide really good support. You know that they've got someone in there. It's a matter of getting to the right individual.
They could improve by having more skilled, high-level engineers that are available around the clock. I know that's an easy thing to say and a hard thing to do.
View full review »RH
Rifat Hyseni
Director of Information Technology at a government with 501-1,000 employees
So far, the technical support has been excellent.
View full review »JS
JoelStech
Senior Network Engineer at Orvis
Tech support is good. We have an exceptional sales rep or project manager. Jenny Phelps is the person we work with and if we have any questions or anything that needs to be escalated, we send it to her and it's usually done very quickly. That relationship is a huge value. Jenny is worth her weight in gold.
View full review »Cisco tech support is spotty. Sometimes, we get good support. Other times, it is not so good. It is very up and down.
It seems like they have been short staffed recently. We have been waiting a long time for some of our tickets now, though they aren't critical tickets. However, that is one of the big issues which Cisco has going on right now - their staff shortage. We can open a ticket and keep following up, following up, and following up, but it might take weeks to resolve an issue. These aren't critical issues. For critical issues, we escalate and they are able to help us right away.
They handle it appropriately. Though, it depends on the time and on what they need. Sometimes, in one session, issues are resolved. Other times, you need to do multiple sessions for them to resolve it. However, for anything critical, those are resolved pretty fast.
I would rate the technical support as seven out of 10.
View full review »We get customer support through ITEA for a bunch of solutions. We get the help we need. I'd rate them a nine out of ten. You can always do better.
View full review »Cisco is always there to support customers and their businesses. They are there 24/7. Whenever you have an issue or challenge, they are always there. For us, a good thing about Cisco is that there is a Cisco office in Oman. Our colleagues coordinate and communicate with them almost daily. They are always there to support us through any challenge or issue. All vendors are not available in Oman, so having a trusted partner who would always help us was a key factor for investing in Cisco.
When we open a ticket with Cisco support, we always get someone to help us. We have a dedicated engineer who knows our infrastructure and can help us and track the issues. We are a big organization, and we have critical services. We are the biggest oil producer in Oman, which is the main economy of the country. We can't afford any interruptions. We are trying our best, and Cisco always supports us. They handle our cases in an urgent manner because they know the criticality.
View full review »The quality of technical support varies. We occasionally receive excellent technicians, while other times we do not. Consequently, I believe it is preferable to rely more on the competent ones rather than the subpar ones.
View full review »Their support is perfect. When I used to be an engineer, Cisco's tech support was such a great help. Everything is well-defined in terms of services and SLAs as compared to other vendors. Cisco is doing a great job across all portfolios. This is what makes Cisco stand out as a vendor as compared to the rest. I'd rate their support a nine out of ten.
View full review »MR
MohammadRauf
Security Officer at a government
Their tech support has been pretty good. If the need arises, I contact them directly. Usually, our issues get resolved within 30 minutes to an hour. For us, that's pretty good.
View full review »BB
Bryan Broadhurst
Cybersecurity Designer at a financial services firm with 1,001-5,000 employees
Tech support has been very good. There are occasions where it would be nice to be able to have a consistent engineer applied to our tickets, but on the whole, the service has been very good. We haven't had any real problems with the service. I would rate them an eight out of ten.
The areas that could be improved would be if we could have dedicated support, that would bring them up from an eight.
View full review »The Cisco support with Cisco TAC is pretty good. With the TAC Connect Bot that you have with WebEx, you can easily open a case or escalate the case through the WebEx app. That's pretty cool. Also, the engineers that are working for Cisco TAC are really good. Among all the vendors that we have in place, it's the best support that we have experienced. I'd rate them a 10 out of 10 because compared to the other vendors that we have in place, it's definitely the best support.
View full review »FH
reviewer8276195
Product Owner at a manufacturing company with 10,001+ employees
That's great. Sometimes, you need to be clear on the severity levels, but once determined, we have a good experience with tech support.
View full review »The technical support is excellent. I would rate it as 10 out of 10. When there has been an issue, we have had a good response from them.
View full review »AK
reviewer1570647
Senior Information Security Analyst at a manufacturing company with 10,001+ employees
The support of this solution is very good.
View full review »The technical support is responsive. In most cases where I've opened a ticket, they have promptly worked on figuring out the actual problem and assisting me in resolving it.
View full review »NH
reviewer2212515
Network Engineer at a healthcare company with 10,001+ employees
I enjoy Cisco's tech support. Just like any tech support out there, you could get a great or fantastic engineer, or you may get somebody who has just learned, so you just have to work with it. However, working with Cisco TAC, you find less of that than you do with other companies.
Just to give them a shout-out, whenever we hit the Australian TAC, they're absolutely fantastic. Sometimes I feel that we should wait our hours when we open a ticket just so that we get one of them. They know their stuff. They absolutely do, so whoever they're hiring there, they got to keep that up and spread that out. I'd rate them a nine out of ten.
View full review »We usually work with our local partner because it's much more convenient and faster. Because of their experience, they are able to solve some of our problems or issues without Cisco's technical support. For bigger problems such as bugs, we work with Cisco's technical support.
Because we mainly work with our local partner for technical support, I would rate them at ten out of ten.
View full review »My experiences with the Cisco Secure Firewall support have varied. Since we access it through a partner, some issues are quickly resolved, while others require more time and effort.
I rate the support from Cisco Secure Firewall a six out of ten.
View full review »Cisco's technical support across all their products is always good and reliable. If someone says they're going to get back to you in four hours, they do. They're always there with the right level of support. If we need a Secure Firewall engineer, that's whom we'll get. We won't get someone who's never seen the product before. As far as vendors go, Cisco's technical support is probably the gold standard. I would rate them at ten out of ten.
FC
reviewer1667103
Global Network Architect at a agriculture with 10,001+ employees
We have an excellent account team, and they go to bat for us inside of Cisco. We also have access to TAC and things like Smart Net, and all that seems to go very well. It's a good team. I'd rate them a nine out of ten.
CN
Christian Boe Nielsen
Infrastructure Architect - Network at a manufacturing company with 1,001-5,000 employees
We had to get in touch with technical support a few times, and our experience was good. I would give them a rating of nine out of ten.
View full review »Their support is very good. We had an issue where the OS got corrupted. We got Cisco to log in. They did the reset on it, reformatted it, and sent it back to us. Because of the subscription we have with Cisco, we got a copy back in no time. We're now good. We've not been calling their tech support very often. We only call them when we have a very serious issue. I would rate them a nine out of ten.
View full review »FM
Francesco-Molino
Practice Lead at IPConsul
When you open a ticket with Cisco tech support for Cisco FMC, you can be quite confident. Right away, the engineer onboarding is someone skilled and can help you out very quickly and easily. This is something that is true 90% of the time. For sure, you always have 10% of the time where you are fighting to get the right guy. But, most of the time, the guy who does the onboarding can right away help you out.
View full review »I don't directly deal with technical support. Typically, that's something that others on the team deal with. We have our own team within the company that, if I run into issues, I would reach out to first. I can't speak to how helpful or responsive they are. I've never had a chance to contact them.
View full review »BW
reviewer2211648
Network Security Team Lead at a government with 10,001+ employees
With Cisco Secure Firewall's technical support, it's always hard to get somebody that knows what they're doing on the line. However, when you finally get somebody on the line, it's pretty good. Having to deal with the licensing and be able to open a TAT case based on the serial numbers was very difficult. The individuals we get support from are pretty good, but the solution's support is two out of ten because of the process of having to get to that point to get support.
View full review »WN
reviewer2211633
CTO at a government with 10,001+ employees
Cisco Secure Firewall's technical support is great, reliable, and responsive.
View full review »ZK
Zhanerke Kozhabergenova
Sr. NetOps Engineer at Smart Cities
Cisco TAC support is excellent. Having worked with other support companies in the past. Cisco TAC is much more helpful and friendly. They always seem eager to assist with any issues and are particularly responsive in urgent situations. For example, if there is a problem in my production zone, they are quick to reassure and assist. Overall, I have a great appreciation for their support.
I rate the support from Cisco Secure a ten out of ten.
View full review »FC
reviewer1667103
Global Network Architect at a agriculture with 10,001+ employees
We have an excellent account team and they go to bat for us inside of Cisco. We have access to TAC and Smart Net and that all seems to be working out very well. Cisco has a good team in place.
View full review »SV
Shawn Vessels
Critical Infrastructure at Wintek Corporation
Customer support has been very responsive, whether it is a hardware failure or calling for any kind of technical support.
View full review »Cisco technical support team is perfect in their specific area, but they could improve their support for Cisco integration issues between products. I would rate them as eight out of 10.
View full review »DC
reviewer1657845
Senior Network Security Engineer at a tech services company with 11-50 employees
I would rate Cisco's support for this solution as nine out of 10 for this solution. The support has been very good. We got the job done. Sometimes, why it wasn't perfect, the challenge was getting a hold of someone.
View full review »MB
Matt Back
Cyber Security Practice Lead at Eazi Security
Cisco Talos is one of the largest private security, threat hunting, research organizations, but non-governmental. It is quite powerful when we explain to customers the threat intelligence injected into Cisco products. I have attended some Cisco Talos workshops, webinars, etc., and they do seem to be amongst the best in their field. So, I have a high degree of confidence in Cisco Talos, and it is one of the most powerful capabilities that Cisco has as a security vendor. You could have the best features for a product, but if the security intelligence is not good nor current, and if it can't accurately predict new threat trends in a timely way, then it still may not help you.
The technical support is absolutely brilliant. When I call Cisco TAC and have a case, every single engineer that I get assigned to any case is an expert in their field. I feel like they understand the product that we are talking about inside out. I have never raised a case for Firepower and not been able to get a resolution. I have a high degree of confidence in them.
The support may not be one of the features documented in the data sheet, but I have worked with other vendors where their quality of support is not comparable. When you are looking at the total cost of a solution, you need to look at more than what the face value of the product is. You need to look at:
- How complicated is this going to be to configure?
- How complicated will this be to operate?
- How long will it take me to get a resolution if I have a problem?
From my experience with Cisco TAC, the resolution will always be very quick. More often than not, it is within a couple of days, if it is a P3. If it is a P1, then it is the same day. I couldn't ask for better.
View full review »MK
reviewer1512729
IT Administrator / Security Analyst at a healthcare company with 11-50 employees
People knock Cisco TAC but in my experience, they have been very good. I've always found them to be extremely helpful. Friends that I have made from inside Cisco say, "Hey, you want me to look at this or that?", which is very helpful.
View full review »AI
Al Faruq Ibna Nazim
Head of Technology at Computer Services Ltd.
In Bangladesh, we had a little issue with Cisco technical support. We run our own sidebar operations, so I am not so satisfied with Cisco customer support.
Cisco Firepower devices have created a lot of differences with due dates over our service contract. Consequently, we don't really bother anymore with Cisco technical support. Bangladesh has a really good tech scene. That is the reason we are not that concerned about Cisco product support anymore. It's okay. We handle it our own.
View full review »They're always great to me. They're responsive, they're very knowledgeable. They offer suggestions, tell you what you need to do going forward, [and give you] a lot of helpful hints. It was good because I had to work with them a lot on this past deployment.
Now I can probably do it by myself, without TAC's help.
View full review »ASA has always been great because it has been such a longstanding product. There is a lot of knowledge in-house with Cisco. I always know if we call to get help, it is great. I do wonder in the future, as the product gets close to the end of its life, if those people will move onto other things and it gets lost a bit. However, it has always been easy enough to find that help.
For the ASA specifically, probably nine.
View full review »Cisco support is always available. However, multiple times, it has been tough for them to fix the software bugs in the product. They have to then deploy their development team for the same ticket.
View full review »The solution’s technical support is good.
View full review »Most of the time, the solution's technical support is helpful and responsive. There have been a few cases where a few black spots have been noticed, which I think is because Cisco opted for localization of support because, during holidays, nighttime, or weekends, it becomes difficult for users to reach the support team, though the rest of the time the support is good.
If you have already scheduled a call with the support team of Cisco, then it is good. If you need to reschedule a call with the support team when you face a new issue with the product, then it may get a bit of a problem to get a hold of someone from the support team of Cisco. Earlier, there were no problems with Cisco's support team. Recently, there have been a few issues cropping up related to the technical team of Cisco. Technically speaking, the support team is good, but the availability offered by the technical team has deteriorated.
I rate the technical support a seven out of ten.
CW
reviewer2212707
Security Engineer at a government with 501-1,000 employees
I have contacted support in my previous jobs for things beyond firewalls, like servers, switches, and call centers. It's always been pretty good. They know their stuff. Sometimes we have to have a few calls to get really deep down into the issue. Eventually, we’ll get an engineer who's a senior and knows how to fix it. They do a pretty good job finding a resource that can be helpful.
View full review »I haven't had much contact with their tech support. We have a partner called Fundamentals for support. They're good. I'd recommend them.
View full review »There are some hiccups here and there, but compared to the technical support from other vendors, I have had the best experience with Cisco's technical support. I would rate them at nine out of ten.
View full review »JP
JayPatel1
Network Engineer at Ulta Beauty
The technical support is really good. If we open up a case, they are pretty good. As soon as we open up a case, they assign a case manager. Also, they have an engineer on call. I would rate them as nine out of 10.
View full review »HP
reviewer1318416
Senior Solutions Consultant at a comms service provider with 10,001+ employees
We have our own in-house team that can assist our clients should they need technical support. They're quite knowledgeable and can handle any issues.
View full review »PC
PaulChauchis
Security Architect
We've got a little history with tech support. We have very good knowledge within our team about the product now. We have a lab here in Montreal where we test and assess all the new versions and the devices. Sometimes we try to bypass level-one tech support because they are not of help. Now, we've have someone dedicated to work with us on complex issues. We use them a lot for RMAs to return defective products.
View full review »Cisco is a well-established company, and it offers accessible support, both locally and through online resources. The abundance of information makes it easy to find the necessary details and assistance.
View full review »FS
reviewer1895589
Security engineer at a energy/utilities company with 10,001+ employees
The technical support is good. I would rate them as 10 out of 10.
View full review »PR
reviewer1895532
Senior Network Engineer at a manufacturing company with 1,001-5,000 employees
The technical support has been good so far. I would rate them as eight out of 10.
View full review »Cisco support is the best, especially if you compare it to other vendors. Cisco may be a bit expensive compared to other vendors, but the support is really good. When you open a case they're really responsive and they resolve every case. This is my personal experience, not only when it comes to Firepower but for the whole Cisco portfolio, which I have been working with since 2005.
View full review »SM
Syed Mohsin Ali
Team Leader Network and Mail Team at a energy/utilities company with 10,001+ employees
Cisco's TAC provides very good support. If you have any issues, you can contact them and they provide assistance. You need a subscription for that. The subscription comes with a notable cost but you get great value from it. I'm very satisfied with it.
The tech support of Cisco is unparalleled if I compare it to any other product that I have used. I've been using Citrix, Juniper, and even Palo Alto, but the support that I get from Cisco is very good. It's easy to get support and the engineers get engaged. Sometimes they provide more than you need. For example, if there are design-level issues, they will tell you that it isn't implemented well and that there are things that need to be corrected. That's not their responsibility but they'll provide that feedback.
I consider Cisco support to be the industry standard.
View full review »Cisco's TAC engineers are competent, responsive and typically resolve issues in a timely fashion. Do not use them for "best practice"; this is what channel partners are for.
View full review »KH
reviewer2212530
Systems Engineer at a engineering company with 5,001-10,000 employees
Support is very good. I've never had a problem with any form of support.
View full review »FS
Faheem Shahzad
Networking Project Management Specialist at Bran for Programming and Information Technology
A few years ago, we faced an issue with some of our devices in Saudi Arabia, and we reached out to Cisco for assistance. They responded promptly and repaired our devices within the given time frame. While the delivery time for their solutions in the Middle East may be longer, Cisco still delivers their solutions on time, whether it's for repair or new orders. Even if the delivery time is up to a year, Cisco ensures that our products are provided on time.
I rate the support from Cisco Secure Firewall a ten out of ten.
View full review »MW
reviewer2146893
Executive Vice President, Head of Global Internet Network (GIN) at a tech services company with 10,001+ employees
Their support is pretty awesome. It doesn't really matter if you have a hardware issue or a software issue. If it's a hardware issue, you get a replacement quickly, and if you have a software issue, you get quick support. There are also some bad examples. I have one from wireless where after a problem was acknowledged, it needed about one year to get fixed. It depends a little bit on how complex the issue is, but in general, it's quite okay.
View full review »MK
reviewer1288518
Security admin at a wholesaler/distributor with 10,001+ employees
I would rate the customer support for this solution an eight out of ten.
GU
Gyaneshwar Upadhyay
Senior Network Engineer at BCD Travel
I was satisfied with the support we received.
View full review »MB
reviewer1376670
Director IT Security at a wellness & fitness company with 5,001-10,000 employees
I know that people typically say TAC is hit or miss. In my case, it was always a good experience. Whether it was Firepower related for licensing questions or email, I have never had any issues with Cisco TAC.
Cisco Talos is very good. They are very well-regarded and well-known. I respect the team. They know what they are doing. They are one of the best overall. They are probably the best threat intelligence organization out there. Their visibility is unparalleled, because the data that Cisco has access to and the telemetry that it's able to gather are quite amazing.
Almost all networks globally in the world are built with the Cisco products. The telemetry that it generates gives Cisco unparalleled visibility, and Talos steps into that. They are able to apply their analytics over that data and identify emerging threats before practically anyone else, but Microsoft. From that perspective, my organization appreciates what Talos is able to do. Cisco's intelligence is delivered through Talos, applying it to other products that are not Cisco, but we haven't gone down that path yet.
View full review »MS
Maharajan S
VSO at Navitas Life Sciences
We contacted Cisco directly when issues happened during the implementation, e.g., the management console was hacked.
View full review »I rate the technical support a nine out of ten.
KB
reviewer1884756
Data center design at a comms service provider with 10,001+ employees
We have good support from Cisco for the ASAs. That helps us out a lot. Some of our ASAs are pretty old and technically not supported anymore, but TAC always helps us out.
View full review »Cisco's support is much better than other vendors' support. In my opinion, this is a big advantage for Cisco. The support Cisco offers is upper-level.
View full review »CT
reviewer1885305
Analytical Engineer at a pharma/biotech company with 10,001+ employees
The support is good. They have been there every time that we need them. I would rate them as nine out of 10.
View full review »One of the reasons I've stuck with Cisco all these years is that you always get excellent support. If a network goes down due to major issues, I know I can raise a case with TAC and get through to subject matter experts very quickly.
Obviously, you need a SMARTnet contract. That means if a device has completely failed, you can get a box replaced according to the SLAs of that contract. That's very important for customers because if you have an internet edge failure and you just have a single device, you want to know that the replacement box is going to be onsite within four hours.
When a network goes down, you're going to know about it. You want to be safe in the knowledge that someone is going to be there for you and have your back. Cisco do have your back on those kinds of things.
Cisco support is a major selling point.
View full review »LS
Lucas Sousa
Network Administrator at Bodiva
We have had no issues with technical support.
View full review »SN
SherifNour
IT Manager, Infrastructure, Solution Architecture at ADCI Group
Technical support for this solution is good. Most of the technicians are technical people that have certifications such as CCNA, CCNP, CCIE, and CCISP. I think that they are well knowledged and well educated about the Cisco culture, industry, and products.
The Cisco distributors are everywhere, even if I'm speaking about the Middle East. I can find distributors everywhere in Dubai. Here in Dubai, the support is great, including for firmware updates, and even replacing the hardware when the firewalls crash.
View full review »BG
Beka Gurushidze
System Administrator at ISET
Technical support with Cisco is very good. We feel the company is very reliable and very competent. I have very good feelings about the future for project operations.
View full review »TI
reviewer2109165
Senior Network Consultant at a healthcare company with 1,001-5,000 employees
Whenever I've used their tech support, they have been successful. They quickly pinpointed the problem and provided swift remediation for all the problems. My experience has been good. I'd rate them a nine out of ten.
RW
Roger Waelen
System Administrator at a healthcare company with 501-1,000 employees
My colleague has experience with technical support. I'm not sure if it was with Cisco's technical support directly or through Conscia in between.
View full review »PC
Paul Crist
Senior Engineer at Teracai Corporation
The technical support is very good. Whenever we call up Cisco, we get a rapid response. They help us in troubleshooting issues we have and we implement the solutions and go on.
View full review »AE
Ahmed El-Ghawabi
Technical Consultant at Zak Solutions for Computer Systems
Cisco offers excellent technical support. They're useful and very responsive - depending on the situation itself. Sometimes we require the support of agents and we've found Cisco to have one of the best support systems in the market.
IK
reviewer2212692
Network Engineer at a tech services company with 5,001-10,000 employees
The support is really good. I have a good team that supports us, and I'm able to always reach out to them. It's nice to have somebody on the cell phone and just be able to reach out to them.
View full review »CM
reviewer2147430
System Engineer at a computer software company with 201-500 employees
We address our problems with the relevant people. Some of the quality of their support has dropped. If your problem gets escalated, there are many skilled people who are absolute pleasures to work with. They are brilliant at what they do.
If you talk to someone who solves the problem within five minutes you can't do any better. But on the other hand, the other end of the range needs improvement.
You can have a case that lasts 15 months in which you have to talk to 20 people to resolve.
View full review »MZ
reviewer2107434
Senior Network Administrator at a comms service provider with 201-500 employees
They sometimes take too long and don't fix the issue quickly, but eventually, it is fixed. I'd rate their support a nine out of ten.
Our engineers usually fix the issues we have, depending on the issue. When we reached out to the technical support team, they were attentive and helped us.
TAC is good, although we've had junior engineers who were not able to figure things out or fix things but, with escalations, we have eventually gotten to the right person. We also have the option to call our sales rep, but we have never used that option. It seems like things are working.
View full review »Tech support really depends on how lucky you are. It depends on when you create a TAC case and in which time zone the case is created. That determines which part of TAC takes ownership of your case. I have had a few unpleasant cases but, at the end of the day, they were resolved. I didn't feel like I was alone in the field with an angry customer.
View full review »RG
Raufuddin Gauri
Network & Security Engineer at Oman LNG L.L.C.
Their support is good. If we have an issue, we first try to resolve it at our level. If we are not able to resolve an issue, we call customer care or raise a ticket. They investigate and give us the solution. If there is a hardware issue or the device is defective, we will get that part as soon as possible. They replace that immediately. If it is not a hardware issue, they check the logs that we have submitted. Based on the investigation, they give a new patch in case of a bug. They arrange for a technical engineer to come online to guide us and provide instructions remotely. They provide immediate support. I would rate their support a nine out of 10.
We have HA/standby devices. We have almost 70 to 80 access switches, and we have 30 to 40 routers, hubs, and other monitoring tools and devices. We keep one or two devices as a standby. We have a standby for each Cisco tool. We have a standby for the core and distribution switches and firewalls. We have a standby firewall. When there is any hardware issue or other issue, the secondary firewall is used, and the workload moves to the secondary firewall. Meanwhile, we work with Cisco's support to resolve the issue.
MB
Manuel Briones
Voice and data infrastructure specialist at a tech services company with 1,001-5,000 employees
Technical support is great.
View full review »MB
Mitku Bitew
Head of Network Administration Section at Zemen Bank S.C.
Their support is very good. We have a support license, so their support is very good. They are tracing us and following up with us to solve the problem on time.
View full review »RF
reviewer1263240
Data Analyst at a hospitality company with 201-500 employees
I've never dealt with technical support yet. I can't speak to their level or response or their knowledge of the product.
View full review »Technical support is perfect.
View full review »CM
In432TchMn89
IT Manager at Citizens Bank
Support has been very good, very professional, got right to the point. My third-party administrator got stuck on setting up some tunnels. We called ASA support and they walked him right through how to do it. That was good.
View full review »MH
Manuel Hiedl
IT Service Technician at Scaltel AG
Cisco's technical support for security is good. The support staff are professional and know what to do. I would give them an eight out of ten.
View full review »DJ
Dejan Jovanovic
IT Consultant at ACP IT Solutions AG
Cisco's technical support is good.
View full review »MC
reviewer1895580
System programmer 2 at a government with 10,001+ employees
I like that Cisco's technical support will help me recover the firewall when everything falls apart. I'd give them a nine out of ten. They've really been consistently good, and they go after the problem.
View full review »RS
reviewer1895514
Senior network security, engineer and architect at a computer software company with 5,001-10,000 employees
Technical support has been very helpful at times, helping us to know what bugs and what things are getting fixed in the next releases.
View full review »AS
reviewer1895487
Senior Network Architect at a tech services company with 10,001+ employees
Cisco tech is always good and helpful. I would rate them as 10 out of 10.
View full review »CE
reviewer1885329
Network engineer at a government with 10,001+ employees
Being a government-supported organization, the technical support is great. They send us equipment. It's top-notch.
View full review »AR
reviewer1309845
Lead Network Engineer at a government with 1,001-5,000 employees
The technical support is amazing. They do reply quickly, and often within an hour. It's been great. I've worked at Cisco before, however, with the type of contract we are in, I find it super fast right now. We're quite satisfied with the level of support.
View full review »ZK
Zhulien Keremedchiev
Lead Network Security Engineer at TechnoCore LTD
Experience with Cisco TAC has been awesome almost always. The SLAs are kept every time, which is very hard to get from any of the other firewall vendors. I have not seen any other vendor get you a proficient engineer on the phone within 15 minutes.
View full review »We are getting the best support from Cisco and we are not getting the best support from Palo Alto.
View full review »BL
reviewer2212524
Network Engineer at a construction company with 1,001-5,000 employees
Cisco's technical support is excellent, and its personnel are knowledgeable. I consistently receive prompt and satisfactory responses from them. However, there are occasions when we need to reach out to them for feedback follow-up.
View full review »HG
reviewer2109006
Daglig leder at a tech services company with 1-10 employees
It has been a while since I used it myself. My experience was good. You get the correct engineer for the task. I'd rate them an eight out of ten.
HN
Hoang Hanh Nguyen
Network Lead at a tech company with 10,001+ employees
We are satisfied with the level of support we get from Cisco. Getting support is quite easy. When we have a problem, our engineer just opens up a case and we get a reply quickly. The support usually has deep knowledge of the solution.
View full review »TM
reviewer1639311
Solutions Consultant at a comms service provider with 10,001+ employees
Cisco's technical support is usually quite satisfactory, and we get a reasonable response in a reasonable time to any inquiry we make.
View full review »JK
Jamil Ahmad Khan
Specialist WINTEL Services at Descon Engineering Limited
I haven't tried to work with Cisco support.
View full review »Technical support is good. They were both fast and reliable and quick in making decisions. We faced specific issues, and tech support was efficient and provided an immediate solution. Other firewall vendors are slow to respond, and I'm not satisfied. It's also easy to Google and find solutions to our problems. We can't do that for other firewalls.
On a scale from one to five, I would give technical support a five.
View full review »AM
Alexander Mumladze
Network Engineer at LEPL Smart Logic
I haven't worked with Cisco support.
View full review »EH
EricHart
CEO at NPI Technology Management
Technical support is excellent. They are extremely knowledgeable and responsive. It'd rate the ten out of ten. We're quite satisfied with the level of support Cisco provides.
View full review »LF
ipmplspr538920
Security Governance at a comms service provider with 1,001-5,000 employees
Experience with technical support was mitigated.
Technically, they denied any issues on the node and call the memory leak issue, "A cosmetic issue." They were stating that memory disappearance reported by SNMP was an error and will have no impact on the traffic. They have reviewed this since we have recorded several blackouts during the year.
View full review »PK
reviewer2102925
System Engineer
We encounter tech issues often. Sometimes it's really good to work with the tech engineer, but sometimes it can be really frustrating that it's slow to go through the email chat and everything. It depends on the engineer you get.
View full review »MS
Maharajan S
VSO at Navitas Life Sciences
Technical support is good. We've found it to be quite good in general.
View full review »Cisco's technical support is good.
View full review »VW
reviewer1885482
Network Engineer at a computer software company with 201-500 employees
I haven't really gotten involved with the technical support for ASAs.
View full review »The TAC is always very helpful. We pay for Tier 1 support, so we get whatever we need from them. They always give us a solution. If they can't give us an answer that day, they get back to us within at least 24 hours with a solution or fix. I have never had a problem with the TAC. I would rate them as 10 out of 10.
View full review »MC
Reviewer43898
Engineering Services Manager at a tech services company with 201-500 employees
I've been doing this a long time and I don't usually need to call tech support. But when I do need to call TAC, after working with a lot of the other vendors out there, Cisco TAC is still one of the best technical resources in the market. I do like TAC. That's not to say that every TAC engineer is great, but comparatively, they're one of the best support organizations.
View full review »AM
Alexander Mumladze
Network Engineer at LEPL Smart Logic
I have not worked with Cisco support for this firewall.
View full review »AA
Ahasan Ahmed
Deputy Manager at Star Tech Engineering Ltd
Their technical support is good. When my NOC or my engineers have needed support the feedback I've had is that tech support has been good at critical moments. They have given us good service.
View full review »VG
Vipin Garg
Co-Founder at Multitechservers
Technical support is excellent. they are always available, no matter the time of day, or day of the week. We are quite satisfied with their level of support. They are quite helpful and very responsive. I'd rate them at a ten out of ten. They deserve perfect marks.
View full review »Cisco has a very good team for support. They are always available, and they give you a flexible solution. It is not just about getting a solution. We are learning, as well, when we request assistance. They also have a knowledge base that we can access in order to find resolutions for problems.
View full review »FL
FranciscoLopez
Team leader at J.B. Hunt Transport Services, Inc.
Technical support for this solution is good. The response times meet our expectations and we have not had any issues.
View full review »MD
NSA0898776
Network & Security Administrator at Diamond Bank Plc
I do everything if you need a Cisco ASA solution to be deployed for an infrastructure requirement. We are just a team of three. There is just me and my colleagues.
I'm in charge of all the infrastructure system, including the network and security infrastructure. On all tasks related to the system security and network infrastructure, I'm in charge of it.
I had to work with Cisco customer support two or three times, a long time ago. I had to work with them based on a problem with my call manager. We had a good ability to work together with Cisco customer support. It was normal.
They asked about the information on the installation. I had to upload it to them. They took that and came back to my problem with the results. I had a good experience with them.
View full review »MF
reviewer2109264
Network Engineer at a financial services firm with 10,001+ employees
They are very good. From time to time, Cisco employees come to us and provide information about the latest features and new products. I'd rate them a ten out of ten.
Support, when you look at any product from Cisco, has been top-notch. I was a TAC guy myself for 10 years and I can vouch for it like anyone would do from TAC.
Support has always been extensive. There is great detail in root cause analysis. Going back into my Cisco TAC experience, it's always the story that if you know the product well, you know the things that you need to collect for TAC or for any other junior SME to work with you collectively, to get down to the solutions sooner. Otherwise, they have to let you know what you need to collect. It's better to know the product, get the right knowledge transfer, work towards those goals, and then, collectively, we can work as a great team.
View full review »SG
reviewer1900203
Network Automation Engineer at a financial services firm with 1,001-5,000 employees
Their technical support is very good. Maybe I view them with rose-colored glasses since I was there for six years, but they really do try hard. Cisco cracks the whip on them. They do a lot of work. There's no downtime.
View full review »BB
reviewer1895535
Network Engineer at a university with 1,001-5,000 employees
The technical support is excellent. Every time that we have ever had an issue, we got a result very quickly. I would rate them as nine out of 10.
View full review »AS
Ashraf-Sadek
CSD Manager at BTC
Technical support is a very strong point in Cisco's favor. I would rate it very highly. The support is excellent.
View full review »JM
Jonathan Muwanga
Head of Information Communication Technology at National Building Society
We have a Cisco partner, so if ever we did have issues we'd go through them, but up until now — this bank has been open for four years — we've never had an issue with the Cisco firewall.
View full review »YP
YoungHoon Park
Principal Network Security Manager at a tech vendor with 10,001+ employees
When I have had issues with the software, I don't think they have given me the right answers. The support for the software isn't that good, but support for the hardware is very good.
View full review »AN
Asif Najmi
Network Engineer at LIAQUAT NATIONAL HOSPITAL & MEDIACAL COLLEGE
Cisco technical support is one of the best around. They have the most advanced and most experienced level of tech support I've been in contact with. Whether it is a hardware or software issue, the tech team can support you and help. They are very helpful and knowledgeable. We are quite satisfied with the level of support on offer.
DC
Dave Cooper
Network Engineer at CoVantage Credit Union
I've always liked Cisco support. We're a pretty big Cisco shop, so you're not going to hear a lot of complaints from me about support. And not only that, but if I do have a problem with Cisco support, we get ahold of somebody - our customer-success people and the salespeople from Cisco who are focused on our organization - and we get help. It's very good.
Sometimes, I'll have to contact the first tier of tech support. I'll still open up a case. But in case that, for whatever reason, is not going to our satisfaction, at least we have a chain of command we can go through and talk to some different people. We might get it escalated if we're just not getting something fixed on time. But Cisco has very top-notch support.
View full review »AG
Amit Gumber
Consultant at HCL Technologies
On a scale of one to ten, I would evaluate Cisco support as a ten. I get support in a fraction of time. There is no problem in getting support.
View full review »
Customer Service:
Cisco customer services have always been excellent. I have never had any issues with them.
Technical Support:Cisco TAC is always hit-or-miss. You either get a guru or a newbie, and there is nothing in between.
View full review »JC
reviewer2146902
Engineer at a tech services company with 501-1,000 employees
The support is good. Sometimes it has a long waiting time. The waiting time depends on the products. For some products, for example, the Data Center solutions, you have to wait for an hour, even though they said that they escalated the case.
SV
Sivakumar Vamadeva
Network Support Engineer at a manufacturing company with 51-200 employees
Cisco's technical support is the best and that's why everybody implements their products. But, when it comes to Firepower, we have had many delays with their support. For all of the other Cisco products, things are solved immediately.
Nowadays, they're doing well for Firepower also, but initially, there was no answer for some time and they used to tell us that things would be fixed in the next version. That said, when comparing with other vendors, the support from Cisco is good.
View full review »GD
reviewer1884966
Cybersecurity Architect at a financial services firm with 5,001-10,000 employees
In previous years, Cisco's tech support has been great. Although, I have seen it declining. I would rate their support as seven out of 10.
View full review »HR
reviewer1885551
Director of network ops at a non-profit with 51-200 employees
Technical support was good when I used it, but I haven't needed support for the solution lately. I know people complain about support, but I don't have experience with it for this device because I haven't needed support recently.
We do pay the annual fee for support and I expect them to be there in four hours with a new device, if we need one, as they've done in the past.
View full review »BL
Bryan Litaker
Enterprise Architect at a tech services company with 51-200 employees
I haven't called tech support very often. When I did call them, they could tell me what the problem was. That is where I started learning, "Here are the commands that you should be using to debug this." They have been very helpful. I would rate them as nine out of 10.
View full review »Technical support is nice, but most of the limitations or problems are caused by the product itself. There's nothing that a technical engineer can do about them.
View full review »The technical support is good, but it could be better. I would rate them as six out of 10.
View full review »WS
Win Sein
IT Consultant at Hostlink IT Solutions
For any issues, we contact the local support. They are very easy to deal with.
View full review »WM
WilliamMugobogobo
Head of ICT Infrastructure and Security at City of Harare
The technical support has been excellent. When there have been any issues, they've always been there for us.
View full review »CS
Chandan-Singh
Sr Technical Consultant at a tech services company with 51-200 employees
I have interacted with them many times. I have been on a call with their technical support continuously for 48 hours. They were very prompt. In terms of technical support and documentation for switching, firewall, and routing solutions, no one can match Cisco.
View full review »EL
ERIK LABRA
Technical Specialist, consultant at a computer software company with 10,001+ employees
The service that we have received from Cisco has been reliable, fast, and efficient. They are very good. As long as you have a contract, you can rely on them. You should also have a technical team certified or at least trained on the infrastructure to provide in-depth first-level help.
View full review »We have used their technical support. They are amazing. Cisco's technical support is the best.
View full review »MG
Seniorntwrk56
Senior Network Administrator at a construction company with 1,001-5,000 employees
We only contacted technical support during initial implementation and that was all handled by the consultant. I have a lot of other Cisco related tickets open, so we're used to the process.
I would say, however, that we're also using Meraki, and the Meraki support is way better, in my opinion.
Cisco support tends to take longer, and I mean really long given the fact that subject matter is sometimes also more complicated, so it really depends. When you compare that directly to Meraki, Meraki answers the same day, and I cannot say that about the legacy Cisco support items. I can understand that the market for the legacy service is so much bigger for Cisco, so I can see why it takes longer.
View full review »ME
reviewer1895547
Director of network engineering
The technical support is very good, and I would give them a nine out of ten.
View full review »DJ
reviewer1895523
Network Systems Manager at a computer software company with 5,001-10,000 employees
The tech support is excellent. I've always gotten really good tech support from Cisco.
View full review »MS
reviewer1627155
Senior Systems Engineer at a tech services company with 201-500 employees
Their support is not perfect. Sometimes, you get the feeling that some of the support engineers don't have a deep knowledge of the product, but there are some engineers who are able to help.
View full review »JV
Joland Van Londen
Project Engineer at Telindus B.V.
I have interacted with Cisco's technical support many times. Nowadays, it sometimes takes a while to get to the person with the correct knowledge, but that is happening in the world in general. First-line people are common around the world and they are trying to figure out if an issue is actually a second-or third-line issue. But when you do reach the correct department, and they know that you are knowledgeable and that you are really facing a high-priority issue or a strange behavior, Cisco's support does everything it can to help you fix things, including involving the development department. I'm very happy with their tech support.
View full review »HP
Henry Pan
Technical Consulting Manager at a consultancy with 10,001+ employees
We use their support a lot. In my view, they need a lot of improvement. A lot of the representatives are far away and they don't have a lot of knowledge. You need to get to level two or three for them to be able to help. My team is very experienced so it takes a lot for us to make a call to technical support. We need to talk to the right person to work out the issue. The support structure is not able to reach the right level right away. This is a problem that Cisco needs to work a lot to improve one.
View full review »MH
reviewer1895598
Security architect at a computer software company with 51-200 employees
Over the last two years, getting a response from the support engineers has been challenging. This could be due to the impact of COVID.
View full review »PS
Pardeep Sharma
Network security engineer at a tech services company with 1,001-5,000 employees
The biggest advantage of a Cisco product is technical support. They provide 24/7 support on 365 days. Their technical support is one of the best. I would rate them a ten out of ten.
View full review »NC
Nathan Chadwick
Technology Associate at a financial services firm with 1-10 employees
AT&T handles our technical support, since it's leased through them.
View full review »
Customer Service:
Customer service is very helpful and there are some extremely knowledgeable people on board.
Technical Support:Very technical! The men and women know what they are doing and are very helpful.
View full review »FV
Fredy Velazquez
Admin Network Engineer at Grupo xcaret
The customer service and technical support are good. I would rate them as nine out of 10.
View full review »BW
reviewer1882773
Network analysis at a government with 1,001-5,000 employees
Technical support is outstanding. You can get same-day support.
View full review »We generally provide support but if we're not able to resolve an issue, we escalate it to Cisco and they're great. They are one of the best support services I've used and it's one of the reasons Cisco is doing so well in the market.
WM
William Murray
Consulting Engineer at IV4
Cisco's technical support has always been excellent. They have great support.
View full review »SA
reviewer1208142
Senior Network Engineer at a consultancy with 1,001-5,000 employees
Tech support is able to resolve 70 percent of the issues. In case of an emergency, we can open a case because we have a contract for Smart Net support on the devices. In case of an issue, we open a case and we get assistance.
View full review »MC
Michael Collin
Senior System Engineer at a tech services company with 11-50 employees
My experience with customer service is very good in general. When I have a good person on the phone, or on the email, it's in general very fast and the reply is good. It's a good solution in general.
View full review »I don't have much experience with technical support since contacting tech support incurs additional costs. I have been relying on my technical knowledge and experience so far.
View full review »RP
Ryan Partington
Systems Administrator at Universal Audio
We have definitely made some calls to Cisco regarding issues. While it is time consuming, they are thorough. Sometimes depending on the urgency, if there is a real P1 problem going on, it would be more helpful to go straight to the chase than to have to go through troubleshooting steps that are mandated. A lot of times, it is understandable why they're there, but I wish they had a different, expedited process, especially when they're dealing with our senior network engineer who has already ruled out some things. Cisco tends to make you go through the steps, which is part of any normal troubleshooting. However, when you're dealing with an outage, it can be very frustrating.
View full review »NJ
reviewer2109192
CTO at a tech vendor with 1-10 employees
We are very confident with Cisco's technical support and would give them a ten out of ten.
View full review »RM
Rauf Mahmudlu
Network Engineer at a tech services company with 51-200 employees
We haven't interacted a lot with them because we have our own network department. We were just handling all the problem-solving. So, there were only a couple of cases. Initially, when one of the first devices came, we had some problems with RAM. So, we opened the ticket. It took a bit of time, and then they changed it. I would rate them an eight out of 10.
View full review »PW
reviewer1500255
Senior Network And Security Engineer at a pharma/biotech company with 201-500 employees
I have contacted support multiple times and I have no problems with them. I think they do the best with what they have — especially with the pandemic this year. I think they've done everything they can do with what they have. They don't stop. They don't give up until the issue is resolved. They're really good with following-up too, making sure that the issue hasn't come back.
View full review »SZ
Stoyan Zhekov
General Manager at MS Solutions Ltd.
I have been auditing their partners in Bulgaria and I am in contact with them on a regular basis. I have not had any real issues with my equipment but overall, I think that the support is perfect.
View full review »HT
Hernan Trinco
Presales Engineer at a comms service provider with 51-200 employees
We have a good relationship with technical support. They're very helpful. Sometimes we get a solution and sometimes we don't, however, they are always available to help us deal with issues.
View full review »TH
reviewer1395819
President at a tech vendor with 11-50 employees
The tech support is good. The documentation is verbose almost to the point of being confusing if you don't know what it is you're looking for.
It's only confusing if you have somebody who is not familiar with it. They give you every option in great detail, so you can spend time searching through a manual that you might not otherwise. Here's an example: take Sophos or SonicWall — let's say the manual for SonicWall is 25 to 30 pages; that same Cisco documentation is going to be three times that size or more.
It's not that it needs to be simplified, the people using it need to be knowledgeable. It is not a novice box, we'll put it that way.
View full review »They have pretty good customer support. The solution's technical support is great.
View full review »WB
reviewer1084986
Network Engineer at a comms service provider with 1,001-5,000 employees
Cisco is a well-known vendor and its support is good. In my previous company, we sometimes used a vendor rather than direct Cisco support, but sometimes we used Cisco. For ASA in my current company, we have additional support from the local vendor. If we have a problem we can also initiate a ticket directly on the Cisco support site.
MT
Mbaunguraije Tjikuzu
Information Security Administrator at Bank of Namibia
The technical support from Cisco is excellent.
View full review »HJ
Hassan Javaid
Senior Executive Technical Support at AITSL
The technical support of Cisco is very good. Nowadays, you can get anything over the Internet. They provide help over the Internet. There is a very full forum, which is manually supported.
View full review »
Customer Service:
9/10 - the regional online support could be better.
Technical Support:10/10.
View full review »ZM
Zaur Mirzayev
Network Engineer at EURODESIGN
Their customer support is very good. We also work with other vendors, but Cisco's support is still the best. I'd rate them a 10 out of 10.
View full review »GS
Germain Safari
Information Security and Compliance Manager at RSwitch
We're getting support but there's a big delay until we get a response from their technical team. They're in the USA and we're in Africa, so that's the difficulty. When they're in the office, they respond.
View full review »We faced some issues, but I don't deal with these issues. My colleague interacts with them, and it seems it is not that easy. Cisco is a large company, and sometimes, it is not easy to get quick and very efficient support.
View full review »VM
Victor Mejia
SOC & SECURITY SERVICES DIRECTOR at BESTEL
The technical support is excellent.
View full review »FB
Farooq Bashir
Sr Network Administrator at Orient Petroleum Inc
The technical support has been very good. They are helpful and knowledgeable. We're quite satisfied with their level of service.
View full review »JF
reviewer1357989
Cisco Security Specialist at a tech services company with 10,001+ employees
Cisco's technical support for ASA is very good. I have dealt with them many times. They are very well prepared. If you have a Smart Account, they will change your device by the next business day. That is a very good point about Cisco. You have to pay for a Smart Account, but it's very useful.
View full review »DS
NGFW677
IT Specialist at a government with 1,001-5,000 employees
We have contacted technical support about an issue that we were having, and it took a very long time for them to figure it out. We were on the phone for six or seven hours with them.
View full review »BS
Bashir Bashir
IT Administrator at Vegol
I haven't had to deal with technical support, so I don't have much to say.
View full review »NA
Nasser Abd EL Rahman
IT Infrastructure Manager at Beltone Securities Brokerage S.A.E.
The few times I've had to call in technical support, the service was excellent. I've had no issues.
View full review »CR
Net823Eng2
Network Engineer at a media company with 51-200 employees
Normally the Cisco tech support team are good. But, we have had some problems with tech support with this product. Some of the tech support team are really not familiar with how the IPS works. And, there is some disconnect between the tech support. Maybe they're not trained well. They're helpful, but not knowledgeable.
View full review »AA
Ali Abdo
Technical Manager at a comms service provider with 1,001-5,000 employees
Their technical support is good. I opened a ticket when we did the installation. We didn't have any issues with them.
View full review »MG
Munish Gupta
Partner - Consulting & Advisory at Wipro Technologies
Its technical support is the main reason why we selected the product.
View full review »FT
Frank Theilen
IT Adviser/Manager with 51-200 employees
Customer Service:
Customer service is non-existent. You need to go through a very complex and annoying approval system before you can get any help. The support then gets asked a question and you get one word answers. It takes you hours to find out what version of an update you need to install, and then another day to find out how to install it.
Technical Support:
I would give technical support a rating of zero out of 10. It is clear that Cisco is not for the end-customer, but rather for resellers and providers. They might have better contracts and get more technical support.
View full review »I rate support 10/10. TAC has always done a great job with answering my questions and providing remote support when needed.
View full review »EL
reviewer2108076
Network Engineer at a government with 10,001+ employees
I recently had a case with technical support that took a couple of weeks to resolve. We use Cisco Smart Licensing and are not connected to the net. It was a big problem to get it to work. Cisco's technical support did not know how it worked, and I had to tell them how it worked. We haven't had interactions with technical support where there were more positive outcomes.
On a scale from one to ten with ten being the best, I would rate technical support at two.
View full review »LA
reviewer1895511
Lead Network Engineer
Tech support is good but it could be improved on some points.
View full review »JJ
reviewer1662657
Network Engineer at a computer software company with 51-200 employees
The support is eight to nine out of ten. You can't blame them for any faults of the prototypes, but the support has been really good and really helpful when we had any issues.
View full review »CB
Cesar Beut
Networking Specialist at a healthcare company with 1,001-5,000 employees
I usually create an issue with Solutel, then they create a case with Cisco Talos or the Cisco technicians. I am happy with Solutel's support.
View full review »JG
Jua GARCIA
Gerente de Unidad at Redescomm, C.A.
Technical support is good and we haven't had any problems with documentation that is provided.
View full review »ON
Omid Najafi
Managing Director at Fasp
Technical support is ok, and we have had no problem with them.
View full review »DC
reviewer1135638
Senior Network Administrator at a financial services firm with 1,001-5,000 employees
The technical support is good and the response time quick. We had some firewalls down and gave them a call. They helped resolve the issue and it was all positive.
FF
Farhad Foladi
Cloud Services Operation Engineer at Informatic Services Company (ISC)
For technical support, I have little experience with Cisco, unless they patch some issues. I raised a ticket and got the response immediately. They are very supportive.
View full review »DF
Donald Fitzai
LAN admin at Cluj County Council
I am satisfied with the customer service because the assistance I got from the Cisco engineer was very good.
View full review »PR
PATRIK ROSENDAHL
Information Systems Manager at a non-profit with 1-10 employees
I've only had to use their technical support once. Otherwise, I haven't had to use them.
View full review »PD
ITmgr302604
IT Manager at a construction company with 11-50 employees
I have used technical support once, and they were superb.
View full review »Tech Support is awesome. I never get someone who has no clue what they are doing. These guys are well trained and know their stuff.
View full review »RO
reviewer1007166
CEO at a security firm with 1-10 employees
Their technical support is very good.
View full review »GK
George Karani
IT Manager
Technical support is good. The only thing is that Cisco cannot support you unless you have a contract with them. You have to go through the reseller in Africa. I don't see why Cisco cannot communicate directly with the customer, especially when I can prove that I have the device. They should allow customers to talk to them directly instead of having to go through the reseller.
View full review »CS
Cristian Serban
Network Engineer at a financial services firm with 5,001-10,000 employees
I haven't had any major problems so I haven't had to open a ticket with technical support.
View full review »RM
ramesh1923
Technical Specialist with 5,001-10,000 employees
Good.
View full review »With Cisco TAC, you can always get an answer to technical issues, and with the thriving Cisco support forum, you can always get answers to questions even if you don't have TAC.
Support with Cisco TAC, or with VARs like WWT and Trace3 is usually pretty good.
View full review »I would give technical support a rating of 9/10. Cisco is one of the best, if not the best, in support.
View full review »GF
Guillermo Fernandez
Security Consultant at IKUSI
I have experience working with technical support from Cisco. It's very easy to contact them and talk with them. There were times we worked using email, for example, for communication. We also worked with Cisco engineers in Mexico directly. We're very satisfied with the level of service so far.
View full review »SG
reviewer1480314
Senior IT Analyst at a insurance company with 51-200 employees
Technical support is good. They are responsive.
View full review »The technical support is with our solution provider. I would say that it's average, rather than very good.
View full review »MA
Mustafa Ahmed
Network Security Engineer at qicard
We have used technical support quite a bit and always contact them if we have an issue. They will always respond as soon as possible. So I think the support is great. We don't have any issue with them being unresponsive or providing bad solutions. I like to check with them on solutions sometimes and they respond as soon as possible. It saves time and helps me to be sure I am doing the right thing before I go in the wrong direction.
View full review »CS
reviewer818484
Information Security Manager at a financial services firm with 501-1,000 employees
Customer support was decent, although we definitely don't feel like you get the value of the mandatory support/maintenance fees.
View full review »IY
Iz
Assistant Manager (Infrastructure) at SISTIC
A five out of 10.
View full review »SC
Simon Chaba
ICT Manager at a aerospace/defense firm
Customer Service:
Excellent customer service. Cisco listens to their customers.
Technical Support:Excellent customer service and documentation.
View full review »ON
Olivier Ntumba
Network & Systems Administrator Individual Contributor at T-Systems
We've been in contact with technical support on multiple occasions and each time we've had a good experience. We're satisfied with their level of support. They are fairly good.
View full review »DH
Damascene Hakuzimana
Network Administrator at a transportation company with 201-500 employees
I have not contacted technical support. There is a lot of information on the internet for troubleshooting. All you need to do is use a search engine and you will find the information you are looking for easily.
They can improve by adding a public troubleshooting process.
View full review »AA
reviewer1416024
Sr. Network Engineer at a construction company with 10,001+ employees
We are satisfied with technical support. They are good.
View full review »IA
Imad Awwad
Group IT Manager at a manufacturing company with 1,001-5,000 employees
good
View full review »AA
Ahmad Alkoragaty
IT Consultant at MOD
Their technical support is good. We have a maintenance contract with them for two years and we plan to renew the contract.
View full review »MA
Mahmoud Ashoub
Team Leader, Information Risk Engineer at National Bank of Egypt
Their support is good and helpful but sometimes it takes them a while to respond. We have been stuck in critical situations so we opened a critical ticket but it took them a while to respond.
View full review »EE
Seniodascie9887
Senior Data Scientist & Analytics at a tech services company with 11-50 employees
I haven't had to contact their technical support.
View full review »KS
Tech432SrvcMn
Technical Services Manager at a comms service provider with 10,001+ employees
I would rate the technical support a rating of seven out of ten.
View full review »JK
Johnsey Kivoto
IT Manager at a manufacturing company with 51-200 employees
I have not used the technical support for Cisco ASA.
View full review »BY
BURAK YESILDERYA
IT System Administrator at PFW HAVACILIK
There is 24/7 support anytime, anywhere.
View full review »SC
Sergei Chernooki
IT SecOps Manager at a computer software company with 1,001-5,000 employees
Cisco technical support makes a good impression most of the time.
View full review »AK
Alexander Kostov
Senior IT Networking and Security Manager at a tech services company with 10,001+ employees
In terms of technical support, it depends on the different cases. I would surely give Cisco technical support a rating of 9/10.
View full review »GS
Georges Samaha
Security Consultant at a tech services company with 501-1,000 employees
Technical support is perfect. Cisco is always known for its good technical support. We have never had any issues with them.
View full review »Customer Service:
Generally, we do not need customer support, so it is hard to rate.
Technical Support:
Generally we do not need technical support, so it is hard to rate.
View full review »VM
Vincent Mulama
Systems Administrator\Ag. IT Manager at a construction company with 201-500 employees
I manage it myself. If I can't, then I get somebody else. I don't have any support from Cisco.
View full review »SD
Sergio Díaz
Owner/CTO at FS NETWORKS
I would give their technical support an eight out of ten because of their response time.
Let me give an example. When I have a problem, and I contact support, maybe there is a guy from India or from another country answering me. This is very slow. The people look at the ticket and increase the time for response.
TR
reviewer1010625
Tier 2 Network Engineer at a comms service provider with 1,001-5,000 employees
I haven't worked with Cisco's technical support. We haven't had real issues with these firewalls.
View full review »LX
reviewer1348176
Network Specialist at a financial services firm with 501-1,000 employees
We have a Cisco partner we're working with. But if they're struggling to assist us then they can log a ticket for us. Our partner is always a 10 out of 10.
View full review »GV
Girish Vyas
Architect - Cloud Serviced at a comms service provider with 10,001+ employees
They have very good documentation, so there's a small chance you will actually need technical support. I would give kudos to the Cisco documentation. That would be the answer.
I have not tried the support because most of it has been solved with the documentation. Nevertheless, Cisco support has typically been a pleasant experience. I don't think that would be a problem with this.
View full review »BS
InfSec4893
Information Security Officer at a non-tech company with 10,001+ employees
If I were to rank the tech support, I would give it an eight or a nine. They have not been able to resolve all of my problems. I had to find my solutions on the web myself. I found other users with similar issues to what I had experienced. Then, I resolved the issues by myself.
View full review »Over many year, the only kind of support we needed directly from Cisco was (really seldom) for parts replacement
View full review »AM
Azar Mammadli
IT Operation Manager
High.
View full review »AL
Alberto E. Luna Rodriguez
Network Security Coordinator at a energy/utilities company with 1,001-5,000 employees
Customer Service:
Cisco offers great customer service.
Technical Support:The best I have worked with.
View full review »SI
NwkSysAdmin564
Network and System Administrator at a pharma/biotech company with 501-1,000 employees
Customer Service:
It is very high.
Technical Support:We did not have any technical problems with this product, so we have not had need of technical support
View full review »ST
MD.SIHAB TALUKDAR
System Engineer at asa
Support from Cisco is good enough.
View full review »NJ
reviewer1471347
Administrator at a university with 1,001-5,000 employees
The customer service is really helpful, they do their part in keeping our organization's network from outside intrusion.
View full review »YT
reviewer1478394
Information Security Manager at a financial services firm with 501-1,000 employees
We have not contacted technical support because we have not had any issues.
View full review »YS
sentwrkpres56
Senior Network Support & Presales Engineer at a computer software company with 51-200 employees
Their technical support is good.
View full review »JL
Jonathan LELOU
Ingénieur technico-commercial at ICBM
I have not had direct experience with technical support for the firewall. I contacted support for the switching. For the firewall, I have not had to contact them at all.
View full review »DA
Danut Agache
Computer Networking Consultant and Contractor with 51-200 employees
Very satisfied.
View full review »SS
NetworkE721d
Network Engineer with 201-500 employees
An eight out of 10. TAC was very good but some engineers were quite slow and I ended up figuring out the issue myself.
But overall, I like Cisco TAC a 1000 times more than Juniper TAC. Arista is the best TAC so far in my experience, they have the best talent pool.
View full review »RS
Rizwan Siddiqi
Network Security Consultant at a tech services company with 51-200 employees
Customer Service:
It's excellent.
Technical Support:Excellent, we have always been able to get the specific expertise needed to solve our challenges with the products.
View full review »JL
reviewer1229682
Network Administrator at a manufacturing company with 10,001+ employees
The support has been great and responsive. Most of their engineers are very professional and knowledgeable.
View full review »RP
reviewer1293345
System Administrator at a non-profit with 1-10 employees
We just deployed it a couple of months ago, we have not used the tech support with the Firepower yet. We have not had an issue that we have had to raise with them.
Generally, the tech support for Cisco takes too long to go through the different tiers of support agents to get to someone that can resolve the issue. You end up speaking to someone that is not qualified to solve the issue, then you have to be escalated upwards over and over. This system could be better.
I rate the tech support service generally from Cisco a seven out of ten.
View full review »PC
Ntwrksec457
Network Security/Network Management at a educational organization with 201-500 employees
The technical support from the company is very good. They are always available when we have problems.
View full review »VA
Vikram Arsid
Cyber Security Software Engineer at FireEye
It is all self-guided, and we were already using the physical appliances. Therefore, we knew how to use the product.
View full review »DH
David Hartt
Senior Vice President at a transportation company with 51-200 employees
Tech support has been good.
View full review »Excellent but if non-Indian engineer is assigned.
View full review »MS
reviewer1905519
Network Architect at a tech vendor with 10,001+ employees
The technical support for this solution is good. I would rate it a seven out of ten.
WS
Wahid Selman
ICT Department Manager at ACC
The support of the solution is great, their staff is perfect.
View full review »BD
Solution7499
Solutions Architect at a manufacturing company with 10,001+ employees
Technical support for this solution is really good. We had an issue with a firewall and it was a good turnaround that was quick.
View full review »AA
NetworkO9ae4
Network Operations Center Team Leader at a financial services firm with 10,001+ employees
Yes, we use the technical support maybe twice a year. We received a very fast response time.
View full review »MK
asstmana149958
Asst.Manager IT at a manufacturing company with 501-1,000 employees
Technical support is good.
View full review »
Customer Service:
I would give customer service a rating of 10/10.
Technical Support:I would give technical support a rating of 10/10.
View full review »I give technical support a rating of 5/10.
View full review »MZ
Marcelo Zamorano
Middle-Tier Admin Integrator at a tech services company with 51-200 employees
Customer Service:
8/10.
Technical Support:6/10 - I mean you need luck when you open a case with Cisco to have someone with expertise on the product. I’ve had great TAC experiences and the worst ones too, if you have a loss of service they put you with people that know what they are doing, but if you want to configure something extra and you just ask the TAC how to do it, sometimes you get someone that appears to be learning the solution. Many times, I´ve been able to solve it by myself sooner than the TAC.
View full review »JR
reviewer1473525
Enterprise Integration Architect at a insurance company with 10,001+ employees
Cisco technical support is good.
View full review »PS
Phosika Sithisane
Executive Director at ict training and development center
When we need assistance from technical support, we typically deal with the team in China. They've been very good. Whenever I have a problem, they can resolve it. They are knowledgeable and responsive. We're satisfied with the level of support we get.
View full review »During the mitigation process, I used tech support. But, I still have not had a completely clean migration process.
View full review »I have never called the tech support, apart from a hardware issue, but that is done through the vendor, a third-party support team.
RS
Rizwan Siddiqi
Network Security Consultant at a tech services company with 51-200 employees
Customer Service:
If you have a service contract with Cisco you can have TAC assistance, software upgrades and next-business-day RMA (or faster) otherwise you are left to yourself or your Cisco partner. Basically without a Cisco service contract, you can't get any help or software from Cisco.
Technical Support:Should you have a Cisco service contract, you get access to TAC that will provide you technical assistance towards solving your issue. The TAC experience can vary a lot. In general I would rate it as very good, 4/5.
View full review »
Customer Service:
Dedicated experts are available in support contract with Cisco.
Technical Support:100% skilled engineers with knowledge are available 24/7.
View full review »SK
Suebsak Komjezsda
Senior MIS Manager at a tech company with 201-500 employees
We use third-party technical support that's offered and we're quite satisfied with the level of attention we receive.
View full review »PK
reviewer1406484
Jr. Engineer at a computer software company with 5,001-10,000 employees
Technical support is fine, we have no issues.
View full review »TM
reviewer1461084
Group Information Technology Manager at a mining and metals company with 201-500 employees
We get our support from the resellers, not from Cisco.
View full review »Excellent.
View full review »AM
Azar Mammadli
IT Operation Manager
I would give them a high rating.
View full review »
Customer Service:
Cisco TAC is good. They will set up a remote viewing session so they can work on the firewall as if they are sitting next to you.
Technical Support:Typically fast and useful.
View full review »MR
reviewer991773
Network Security Engineer at a tech services company with 201-500 employees
While I've dealt with Cisco technical support in the past on other solutions, I have not contacted them in regards to this specific product.
That said, my past experience with Cisco technical support has been very positive and I found them to be very helpful in general. I just can't speak to this specific product.
View full review »I have not been in contact with technical support but I use the implementation guide. I have also used the community support and I think that it's okay. The information that I received about the configuration was good.
View full review »SS
Shrijendra Shakya
C.T.O at Sastra Network Solution Inc. Pvt. Ltd.
We have contacted technical support for some issues outside our technical expertise, mostly for updating the license.
We have a team that handles our issues.
View full review »EM
Mantechni677
Technical Manager at a comms service provider with 501-1,000 employees
I haven't dealt with technical support. We just check online, and if we have to contact Cisco about major issues, it's an internal department dealing with that. I don't know how technical support is, because our technical support team is located in Sofia, and I am in the Netherlands, so I don't have any view on that.
View full review »I would rate the technical support at 8/10.
View full review »
Customer Service:
It's very good when compared to other vendors.
Technical Support:It's very good when compared to other vendors.
View full review »RW
Roger Weiyang
Cyber Security Consultant at a tech services company with 51-200 employees
Support is not a requirement. In the whole industry, there are a lot of Cisco-trained personnel that we can actually seek advice from. There's not much leveraging on the Cisco support so far.
If our clients need support, we provide it. Support is not cheap. Sometimes a device will go out of warranty, but the customers are not willing to renew the support contract. Of course, there are a lot of cheaper alternatives. In Singapore, a lot of companies outsource support. Most of the time we go through third-party companies instead of Cisco directly.
View full review »SH
Seang Haing
Team Leader Network Egnieer at deam
I've been exploring the technical support for Cisco ASA. I haven't had any problems with it.
View full review »I haven't had a chance to interact with the support team.
View full review »ED
Ed Dallal
Founder, CEO, & President at Krystal Sekurity
Customer Service:
I would give customer service a rating of 10/10.
Technical Support:I would give technical support a rating of 10/10.
View full review »MM
reviewer1472883
Lead Network Engineer at a tech services company with 51-200 employees
We don't have Cisco support because these models are excellent.
View full review »TS
reviewer1067388
IT Administration at a healthcare company with 11-50 employees
The technical support is definitely very good.
View full review »PT
Pablo Torrejon
Support Engineer at a tech services company with 51-200 employees
We don't use the technical support too much. It is not good, especially for Latin America. Therefore, we employ people who have skills or certifications, using them for technical support.
I think tech support is a large part of Cisco. It's good, it provides support around the clock, answers problems. I would rate it nine out of 10.
View full review »10 out of 10.
View full review »ME
Muhammed Eslami
Solution Architect at a tech services company with 11-50 employees
We have support from Cisco's TAC, the Technical Assistance Center, and they support this product well. We haven't had any issues with them.
View full review »FK
Fadil Kadrat
Network Engineer at Banque des Mascareignes
When I need support, Cisco has provided quality support. I like working with them because of their support system.
View full review »Good support.
I would give a rating of eight out of 10, compared to others vendors. The technical support is much better than most vendors, but let's say not as good as F5 Networks technical support.
View full review »
Customer Service:
Cisco Support is very good, you don't have problems using it.
Technical Support:10/10.
View full review »MR
reviewer1126164
Programming Analyst at a tech services company with 201-500 employees
The customer service/technical support is very good with this solution.
View full review »KS
reviewer1441503
CEO & Co-Founder at a tech services company with 51-200 employees
Their support is good, but the cost of support is very high. Next year onwards, we may not go for technical support because most of the time, they only do the configuration, and the configuration-related information is pretty much available on the internet.
View full review »Technical support is very good.
View full review »I would give technical support a rating of a nine out of 10.
View full review »Good.
View full review »Nine out of 10.
View full review »The technical support is good.
View full review »
Customer Service:
Customer service is excellent.
Technical Support:Technical support is excellent.
View full review »
Customer Service:
Great support. The engineers know what they are doing.
Technical Support:10/10
View full review »
Customer Service:
10/10.
Technical Support:It depends on the support contract that you have.
View full review »
Customer Service: Very GoodTechnical Support: Excellent
View full review »
HD
Hari Pandu Dairi
Network Engineer at a tech services company with 201-500 employees
We've been in touch with technical support and I've always found them easy to reach. They're responsive and helpful. I find their service much better than, for example, Fortinet or Palo Alto. Overall, we're satisfied with Cisco with respect to their technical support.
View full review »Quite good.
I rate support 7/10.
View full review »MZ
Matteo ZAMOLO
Program director at a tech consulting company with 201-500 employees
I'm satisfied with their technical support.
View full review »Technical support is great. They are very responsible, know the bugs and workaround.
View full review »Technical support and documentation is great.
I have not used technical support.
View full review »Excellent.
Technical support from OEM is a six out 10, as RCA report has still not been shared to date.
Customer Service:
I think it is great but did not use them for this deployment.
Technical Support:I've not had to use them yet for this deployment.
View full review »SF
Shamal Fernando
System Engineer at a tech services company with 501-1,000 employees
Technical support provides us with good service.
View full review »OC
OscarCastillo
Network Engineer at IT Security
Cisco has the best technical support.
View full review »I would rate the technical support at 10/10. It is the best.
View full review »MS
Mufeed Siaj
Network Security Presales Engineer at a tech services company with 51-200 employees
It's just a fact, nothing is better than Cisco technical support.
View full review »We use the technical support of Cisco through a partner, so I do not have direct access to the Cisco IT technical support.
View full review »I would give technical support a rating of 9/10.
View full review »10 out of 10.
View full review »Awesome.
View full review »I have never needed support from Cisco.
View full review »Buyer's Guide
Cisco Secure Firewall
April 2024
Learn what your peers think about Cisco Secure Firewall. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,578 professionals have used our research since 2012.