Support is satisfactory. We haven't had any problems with support during the last ten years.

The main thing is that if the device is down, there's no impact on any organization. So if we require some help from tech support, we have to provide real estate, and until they receive the logs, it may take a day or two. Compared to other vendors like Cisco, where we can raise a ticket and get a user available within an hour or two, this particular vendor needs to work on this.

I haven't had any experience with the product's technical support team since my company hasn't purchased support. We used to receive support for Skybox Security Suite in our company, but not anymore, so we are planning to move to another solution.

We only use support when we have problems that we can't solve ourselves. For us, support is topnotch and I rate it a ten out of ten. 

The support experience depends on who is asking. If an IT engineer has been given the solution to run, they might have to ask a lot of questions and the support for that won't be very good. To be honest, I've seen support queries from customers that clearly shouldn't be touching a server. Support doesn't know what to do with requests from these customers. For these cases, I would rate support an eight out of ten. 

The technical support is satisfactory. They have very clear communication and quickly provide solutions.

Training and technical support are provided at no extra charge. 

Skybox's technical support is fine, but getting help takes some time because they request rules and models and pack logs instead of offering a remote session.

I would give technical support an eight out of ten.

We did not contact technical support. We attempted to have the necessary skills in-house, but it was insufficient. That is why we are seeking alternatives.

We have not contacted technical support because we have not any issues.

Our clients have not had any queries. If they do, then we would contact technical support.

Their support is good. Support is not a challenge.

Reaching out to the solution's technical support wasn't in my remit. I'm the enterprise architect, so I don't get involved in tech support issues.

I've only had to call in twice, and the first-line support was able to resolve the issue within around 10 minutes. It was a pretty quick phone call, and it was immediate. Their tech support has been phenomenal.

We used the technical support from Skybox Security Suite two or three times. We had some problems with calling from Italy and this individual was really great about the technical support. He had a deep knowledge of the complete solutions. We have great support from him.

I rate the support from Skybox Security Suite a five out of five.

We were never in touch with technical support. I can't speak to how helpful they were. We had a team that dealt with technical support, but I don't recall ever hearing from them about how good or bad the service was.

The local support services are good. However, we encountered difficulties while using the multilingual feature for communicating with the support team.

Support is not the greatest. 

If you need help with a new product or service, they seem to take forever to be able to help you. They'll also not help you unless you are on the newest versions, so they sort-of force upgrades.

The technical support is only telephoning. While I do have a local contact with whom speak, more often it's via the telephone. They do have a fairly decent turnaround time. I wouldn't rate them as the best people around in terms of turnaround time, but it's fairly decent. I haven't had too many negative experiences with them so I would rate them fairly satisfactory at the moment.

The technical support is not good. I would rate them as a three out of 10.

 Excellent. They're right on top of it. Very reactive.

Technical support is pretty good, but it could be better.

On a scale of one to 10, I would rate Skybox technical support at about eight. It's not perfect, but good. They are not always able to answer questions on first contact but the questions always get answered. The answer is not always what I want to hear, but they do get answered.

Technical support is not something which I would rate very high. Support is available but they need to ensure that they bring in their local team to give us support. I wouldn't say that it is bad, but it's not top-notch.

We are still in project mode, and we have direct contact.

We have not had to contact technical support.

Technical support is excellent.

We haven't had to contact technical support yet. 

Technical support is good.

It is sufficient.

When I am working on a deployment or on a PoC, and I see an issue with the software that is not related to the configuration, I open a ticket with the support team.

I am not always satisfied with the support that they provide. In general, I am satisfied, but there are different teams within Skybox that handle different modules. The firewall management team is the best, the network assurance team is very good, and the vulnerability and threat management team is not so good. Sometimes, I get the wrong person and I have to escalate the ticket to the highest priority and get the engineering team on it. With change management, I have only had technical support in regards to a single client.

The product's support offers remote assistance and is available in many countries.