FireMon Customer Service and Technical Support

Daniel James
Security Engineer at a transportation company with 10,001+ employees
Tech support is really good. If I've praised anything so far, as far as the vendor or the product goes, it would pale in comparison to how much I want to give credit to all of their tech support and their higher-level engineers, like the regional engineers and some of the folks back at headquarters. Whenever I call in and I say, "Hey, I need someone to walk me through this thing that I'm trying to do and I don't want to open up a ticket for it," at several different levels I've always received some of the best customer support and competent feedback, compared to any other solution that I've used. I've been an engineer for about 15 years so I've owned a lot of technologies for different things in the security arena. I used to be a Cisco firewall admin. That's not necessarily a competitor, but I know what it's like to own IBM products, or Cisco products, or Check Point, or a whole wealth of smaller vendors. To put FireMon's support service on a pedestal, in comparison to everyone else, is pretty accurate as far as I'm concerned. View full review »
Orlando Paulino
Information Security Analyst at a retailer with 10,001+ employees
Technical support is very helpful. On a scale from one to ten, I give them a high ten. You can either use their User Center and open up a ticket via the web, they're pretty quick about it, or you can call them directly. They have a number to call their Help Desk and they pretty much pick up right away. They'll go into your machine right away if you need help. I have hardly escalated anything to a Level 2 or Level 3 because right away, whoever picks up the phone is knowledgeable and will resolve it. View full review »
NetworkSad34
Network Security Engineer- Senior at a financial services firm with 1,001-5,000 employees
There front-end technical support is really good, very responsive. To me, it takes a little bit too much time to resolve some issues, but that's to do with their development team, so I don't know if that should get lumped in with support or not. But the time to resolve problems that we identify is something of an issue. I'd give tech support a six out of ten. View full review »
Find out what your peers are saying about FireMon, Tufin, AlgoSec and others in Firewall Security Management. Updated: December 2019.
383,725 professionals have used our research since 2012.
InfoAssu7204
Info Assurance Engineer at a aerospace/defense firm with 1,001-5,000 employees
The technical support has been very responsive. They have helped us with all of the issues that we have encountered. View full review »
Chris Goodrich
IT Security Architect at a financial services firm with 1,001-5,000 employees
From what I have heard, the technical support is fairly good. However, I have not used them in a few years. View full review »
Find out what your peers are saying about FireMon, Tufin, AlgoSec and others in Firewall Security Management. Updated: December 2019.
383,725 professionals have used our research since 2012.
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