Technical support is pretty good. They're quick to respond. You get an answer straight away, although it might not be the final answer. 

I have learned a few things from contacting support, things that I probably wouldn't have ever found out just researching online or playing with it myself. 

At the moment, the particular questions we have are a bit more complicated than just, "How do I configure this traffic rule to do this job?" We've got a problem with RAM being utilized and we don't know why, and I had to send them system logs. I've had to do full system resets, complete erase and recovery. It's a bit tricky. It's more development-type work rather than user support. I think they're holding back from really getting involved with that because they are developing the new system. At the moment, our workaround is just to reboot the box every two weeks, which is inconvenient, but if they're going to solve this, then we just have to wait.

GFI's technical support is way too slow in terms of response times. Their knowledge is okay. They should know their products. Even though they bought Kerio, they were able to update the software with their developers and build some new routines in it.

But regarding the support, if I send out a solution or a request today, it's taking too long to get a proper answer. You should have an answer the same day, at least, and if possible a quick response via email. That would be preferable in our cases. I know that is not always possible. And that's for software issues. 

But if you have a hardware issue it's even worse because we are not able to get hardware maintenance on the firewalls. Ideally, within two hours of going down, a mechanic would come with a new firewall to replace it and to restore your saved configuration from the cloud. They don't have that. If a hardware issue arises with a firewall, then it takes at least a week, maybe a week-and-a-half, to get a new firewall sent by GFI. That's really not acceptable. If we have a hardware issue and we order something from some companies here in The Netherlands, we have it the next day. That would be acceptable.

We deal with that by having a spare NG500 lying around that we can use. We've never used it, so it's already three years old, doing nothing. But it's there.

I've never contacted technical support in the past. 

I would like to see a little improvement in their technical support when you have a problem.  I may be a little jaded because I came from Kerio when we could call and get a person on the phone who actually worked on the product and every tech had their own demo setup for testing. They also had instant messaging capability with the developers. If we found a problem, then we could get a result for it quickly. Now, the product seems to be 24 hours response no matter what the issue. They have also gone to the model that if you need quicker support, then they now charge you additional for the exact same level of support that they used to give for free. I am assuming it's the exact same level of support that they say it is. I'm not paying extra for it. That's the biggest flaw with the product.

I don't use technical support because KerioControl is very easy to use.

I haven't contacted their technical support. If there are any issues then I get a network engineer guy first and see if he can take care of it.

The GFI technical support can be very time-consuming to get down to the root of the problem, but they are very helpful when you do have an issue. It just takes some time to get to it. It sometimes can be communication that's the issue. Sometimes it can be the complexity of the problem.

It doesn't seem to be a lack of knowledge on the technical support side of things. Some of it comes down to whether the product can currently do what we needed to do or not. We were trying to determine if there was something that we could do to get better performance out of the appliance, and the response from the GFI support team was that it wasn't able to do some of the things that we wanted it to do, but it was something that they were looking at with rewriting some of the functionality. There is the possibility that some of those can be overcome easier.

In every software, sometimes there are problems. One of the strong things about Kerio was the support knowledge and the involvement of the employees within the support department. I used to have the impression that the people working there were part of the products. It was almost a pleasure to have contact with people who were really involved with the products. After the take over of Kerio Control and Kerio Connect by GFI, it was really disastrous because a lot of the people involved were gone. When I had a problem and I asked for support, then they are asking me questions that I think help, but they don't understand the product. This is logical, of course, because there was a takeover.

The GFI product support for Kerio Connect has been unacceptable for my customers and me because I had major businesses that were running with this software and very satisfied because of the user-friendliness. Error and problems cannot be cured, but they must be solved. For example, when I perform an update, the next thing will be a ruined email system, but nobody will be available for support. This is also when they know that an update is coming and I am calling after updating it. They promise to support us, but there is no support, which is terrible. This is the thing that I feel is very important when you use business-critical software, and they need to improve on. I want to be able to call their support and reach someone who has knowledge about the product. 

It has a very sophisticated logging system. I need to be able to connect to the engineers behind it, who develop it, and tell them, "Okay, that's wrong." If I'm not able to connect to first level engineers and make them understand that they're not able to help me or they need deeper knowledge of the product, then there is a problem. While this is not an issue with Kerio Control because they have proven with the product that they are able to maintain it, the major problem for me with Kerio Connect was they ruined things in the past and I was unable to go back. So, I'm very interested in how they are improving the support to make things work again with MyKerio, as it is very good feature.

I have contacted the support team by email. The team's answers are good. They answer quickly.

We do not have experience with customer service and support as we can't access them in Iran, so we search for our questions on the internet and found answers. Online communities are a good resource for answers. Still, there are only a few websites or communities about the Carrier on YouTube and other websites. We find varying answers, so it is time-consuming since there are multiple sources of information.

I found the technical support pretty good. They are very responsive and come back with an answer on things pretty quickly.

One of my customers had some issues that weren't pleasant. Support was pretty good and then it changed quite a bit when Lifeboat and GFI were involved. I personally haven't done too bad. I'm a one-person show, but I have a bunch of subcontractors. I personally have done alright with them. Although some of my people have had some not as good experiences over the last six months. They had time-related issues, about how long it took them to get back to them.

The problems I've had with Kerio, when I wanted to change something, have always been solved by consulting the Knowledge Base.

We are located in Holland and there is supposed to be Dutch tech support, and there is an American tech support, as far as I know. The bad thing about the American tech support is that reaching them by phone is difficult and by mail there's a certain turnaround. So, I'd rather rely on the Knowledge Base so that I'm not really dependent on the person on the other side.

They have an extensive Knowledge Base and, if you can't find something there, you can check the internet and there's enough available.

I've never contacted technical support because I just call the people that I contract to fix things and if they're not quite sure how to fix something, they'd probably contact GFI. 

Here in Argentina they are terrible, as they will not answer emails and will not reurn the phone calls. Otherwise Kerio support is great.

Technical support is not the best. As an example, this past weekend I had an issue. It took me four days to get a hold of their support team. I'm a premium client. I tried everybody: America, Germany, UK, Africa. Everybody. That's unacceptable. There is no reason that their response should be that slow. In the past, I had managed to resolve issues quickly. That's not the case anymore. We're very dissatisfied with the level of service they are providing their clients.

GFI's technical support is improving but at the very beginning, it was very bad. There was no way to contact them. When you did call, you didn't get returned messages. It is improving, but it's still not at a level where we're happy with it.

I have not used the technical support. My experience initially with Kerio was dealing directly with Kerio and then at a certain point, they offloaded their distribution to a company called Lifeboat and GFI, and that has been a bit difficult. In my opinion, it's made things a bit harder.

If I need to get an answer to a question, I have to go through Lifeboat or GFI, and then ultimately they in turn have to get with Kerio. So it's created a middleman process. The case in point is that we have an order and the order just kind of kept going and there were no updates, there was no tracking, there was no nothing. I would go to Lifeboat and Lifeboat would say, "Well, we're trying to get a hold of Kerio and there was just a breakdown in communication."

We've been talking to them about the content filtering issue. The ticket was escalated, but we had to wait for two days for it to be answered. We sent them a couple of emails to let them know how serious the case was, and then we had a live call with their support team. We found their support to be pathetic, and we really expected them to take it seriously.

The technical support is good as a reseller. We have direct connection with the technical support, we can send them an email and they will get back to us. If it requires phone calls, they phone us up or we phone them.

I used support once or twice when I hit the first license ceiling. I did log a support ticket in. They were fine. There were no complaints from that. They offer 24/7 support, via email. I don't think I actually phoned them up. It's pretty good. There are no real issues there.

When GFI first took over, there were issues. There were issues contacting them. Even recently, there have been some issues with the MyKerio site. I was getting false notifications, and that basically took a month to resolve, which I thought was wrong in today's environment. I rely on notifications, and it was giving me false notifications. I had no idea if systems were down or not, so I was a bit disappointed.

Technical support is good. They respond right away. 

I've never used their technical support.

I've only had to use technical support once and it was on a VPN. They updated the VPN protocol and I had a question about it. They immediately got back with me. It was easy to deal with them. They immediately had the solution that I needed.

I have not had the need to use the support from KerioControl because I have found all the answers to my questions online.

I haven't used GFI, but back when Kerio had it, they were very good.

They were very responsive. A lot of times you call the company tech support and they want to treat you like you don't know what you're doing. It's a "Is the power plugged into the wall" kind of a thing. They're very fast to understand that it's not the user that they're talking to on the phone. That the user they're talking to on the phone knows what they're doing to an extent and needs some extra help. It saves time. But I haven't had to call GFI yet, other than when my key wasn't working. It was an email. When I renewed my subscription, the keys didn't update. They had a problem with their update process, so the person had to go and manually update all my subscriptions. It took a few days. 

At first, they didn't understand, because they said it's just automatic. Which it's supposed to be. The next day I told them that it didn't update. Then finally looked and they did one subscription, and then I told them that my other subscriptions didn't update. 

At first, I was supposed to read a manual on how to do it. But I was doing everything that was shown, it just that their process behind the scene wasn't working. It's the online thing, so it was updated. However, my server wouldn't get the notification that it was updated. They thought I was not doing the website properly because they would tell me to go to the website and hit update. It first started as if I was a user that didn't know how to do anything and then they realized we had a problem. I fixed it. It should have been a lot faster.

Their technical support is very good. We haven't had any problems with them. 

I do not use the technical support from Kerio Control. When I have an issue I find the solution by searching the internet.

I have never used their technical support.

The technical support was very good originally but fell short when GFI took over. It is now getting better.

It's been a while since we contacted support, but back when we did it was pretty hard to get a hold of someone. We didn't get a lot of feedback. Most of the time, it was, "Look at the documentation." It was hard to get someone to look over our shoulder and help us with the problem. I think that was before GFI took over.

The technical support from KerioControl is very helpful. I would rate technical support a nine out of ten. 

I have not contacted technical support. When I have an issue I search the internet and solve the problem. When I search Google, I find solutions for my problem.

The GFI technical support is average. The speed of response sometimes is not very fast. Sometimes they take a while to resolve an issue. For example, I've got an issue that's not been resolved for three months now, meaning that the box, the unit isn't performing as it should do.

I have never had to use Kerio's customer support services.

We've never had to use their technical support. 

The technical support is good.

I haven't contacted technical support in the past, to be honest. I'm the kind of person that I would rather look things up online. The beauty of working in IT is that a lot of problems you come across have already been witnessed. Someone else has come across them and has already posted solutions online for you to find. I'm not one of these people that tends to call help desks. I used to work on help desks quite a lot myself, so I am well versed in troubleshooting.

My experience with the solutions technical support is fine but they could be faster in responding.

At the moment, there is no proper local support for Kerio Control here in Kenya. It is hard to get service or assistance for anything. This is the challenge that I faced in using a Kerio product or a GFI product.

In general, I have not used it, except in version 9.2.5. The response was very good.

The support is fine. The response time can improve. 

The technical support used to be great. However, it's gone way downhill. I used to speak directly to the person writing the code, and he would walk you through when you need help. Now, I can barely get a hold of him.

Thankfully, now that I know the software inside and out, I don't really need them.

Technical support is good.

The technical support is good.