Cisco Firepower NGFW Customer Service and Technical Support

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 »
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 »
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 »
Learn what your peers think about Cisco Firepower NGFW. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,646 professionals have used our research since 2012.
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 »
Girish Vyas
Architect - Cloud Serviced at NTT Global Networks
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 »
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 »
sentwrkpres56
Senior Network Support & Presales Engineer at a tech services company with 51-200 employees
Their technical support is good. View full review »
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 »
reviewer1208142
IT Specialist 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 »
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 »
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 »
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 »
Iz
Assistant Manager (Infrastructure) at SISTIC
A five out of 10. View full review »
asstmana149958
Asst.Manager IT at a manufacturing company with 501-1,000 employees
Technical support is good. View full review »
Omid Najafi
Managing Director at Fasp
Technical support is ok, and we have had no problem with them. View full review »
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. View full review »
OscarCastillo
Network Engineer at IT Security
Cisco has the best technical support. View full review »
Learn what your peers think about Cisco Firepower NGFW. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
418,646 professionals have used our research since 2012.