Cisco Defense Orchestrator Customer Service and Technical Support

Todd Ellis
CTO at Secure Networkers
When we had to use tech support on the first setup, it was more for asking questions because we got pretty good training prior. View full review »
Dave Klunk
Network Security Engineer at a manufacturing company with 10,001+ employees
Every time we've had a question, they've been johnny-on-the-spot. They answer really quickly, get emails back to us, and help as needed. We've had no issues with them whatsoever. It's like anything with Cisco. If you get ahold of Cisco and say, "We have a problem," they're right on it. View full review »
Systems Architect at a university with 1,001-5,000 employees
With maybe one or two exceptions out of 20 or 30, so more than 90 percent of the time, technical support has been very responsive. For this product, they are very uncharacteristically interested in resolving whatever issue the customer reports. They're really attentive, and they address whatever we bring up as quickly as they can. That's been a very positive aspect of the product. The flip side is that it's a fairly new product and they're still polishing it. So it's certainly logical that they would take into account whatever customers say because that allows them to improve the product. That makes the technical support an "intermediary" between the customers and the design team. They're still doing a lot of design, and technical support plays an important role in that. As I've mentioned, I have found a lot of bugs. I have reported them to technical support and they have opened cases internally with the development team for the product. That team takes action as they have resources to do so. More than 90 percent of the time, they agree that what I have said should be done. It has been a very good experience with technical support. View full review »
Find out what your peers are saying about Cisco, Tufin, FireMon and others in Firewall Security Management. Updated: December 2019.
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Richard Barton
Network and Data Centre Platform Manager at a manufacturing company with 1,001-5,000 employees
Tech support has been very good. They've always answered the questions very quickly and resolved the issues very quickly. The last issue they did for me was a new user account. The CDO team has been really good with us. They've been really helpful and they're always open to new ideas and improvements to the application. It's very good because, with a company the size of Cisco, quite often you don't get to give that type of feedback. But I've had quite a lot of conversations with Derek around bits that could be improved or bits that are not quite there but need to be. They've taken them away and worked on them and then you start seeing all the new features coming through. View full review »
Hamed Khakipour
Sr. Network Engineer at Vocera
Tech support is pretty good. Since day one I have received support. Anytime I have a question, I still reach out to my product manager and he and his teammates help me out. I may have opened a TAC case once or twice and that was because of something that happened when adding a user. One thing I would like to see is more control when it comes to user setup. I don't have that. I cannot go ahead and set up a user. I have to open a case. It's time-consuming. Granted, it was fast, but I still had to send an email, wait, and go back and forth. That's something that I'd like to see changed. I don't know what the reason behind it is. View full review »
Jairo Mendes
Network and Security Specialist at Connected Technology, LLC
On a scale of one to ten, tech support would be about a seven. We definitely have to escalate the issues. The first tier is always complicated. We, ourselves, are basically second-tier here, so the guys don't often call support. We try to resolve problems here. I do recall that about eight months that ago we had a situation, a specific problem, but it was something out scope so the system was not supporting those devices. It took about a week to resolve it because we could never get the right person. We tried to explain what's going on and it was a little confusing. It had to do with CDO but not everybody at Cisco has knowledge of CDO. View full review »
Systems Engineer at a tech services company with 11-50 employees
The tech support was great. View full review »
Network Engineer at a healthcare company with 10,001+ employees
I used the technical support once. It was to get a username reset. The experience was okay. We use the solution support for our ASA devices. We also have Firepower, and at the time, it only does FTEs. Therefore, everything we deploy is in an FMC manner. We never could get that in there. View full review »
Mohamed Nabih
I.T. Manager at Egypt Foods group
The customer service is helping us out and giving us great support when we need it. The Cisco team is helpful and knowledgeable when we put in queries or tickets. They consistently respond very fast to our issues and that helps us maintain productivity. View full review »
Isiac Sullivan
Network Administrator at Texas Hydraulics
I haven't used tech support. View full review »
Hasnae Lamrani Alaoui
Presales Engineer at DataProtect
I would rate technical support a seven out of ten. View full review »
Find out what your peers are saying about Cisco, Tufin, FireMon and others in Firewall Security Management. Updated: December 2019.
384,324 professionals have used our research since 2012.
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