Stormshield Network Security Customer Service and Technical Support

BartVan Es
IT Manager at a retailer with 1,001-5,000 employees
We are not happy with the support. It is a basic support offering. Sometimes, we have to chase support on progress, which is not good, especially on firewalls. We are an enterprise and we have firewalls on the edge. If we have an issue, I want support to be on top of issues, because for us, it's a lot of money if the firewall fails. They only give support up to a specific level, and when we like to exceed that level of support, then we need to fall back on our reseller. This is one issue. If your reseller landscape is not really up to speed, then in the most critical cases, we're depending on the reseller and not on the support of Stormshield because we cannot escalate. It's impossible for us to escalate a situation at Stormshield by ourselves. We have to fall back on our reseller. When our reseller was on vacation, it was impossible for us to act on an issue. We had just created a brand new firewall cluster to offload our website. Then, all of a sudden, we bumped into root errors on the connection which pointed to the firewall, and Stormshield support couldn't even help us fix it. Therefore, we had serious issues for a couple of weeks and it was all related to firewalls. It was a combination of unexpected or unwanted behavior and bugs. Sometimes things happen that can be due to configuration errors or something we did ourselves, which is not according to the plan, eventually we ruled everything out, and it was mainly due to the firmware on the Stormshield firewalls. The biggest issue was their support department was not able to help us, then everything stops. This is a no-go area for me. I would rate their support as a five out of 10. View full review »
reviewer1169598
Network Engineer at a tech services company with 201-500 employees
I am from the Middle East and they are in America. I contacted them twice and they were very helpful. They helped me to test the situation. View full review »
Yassir Ali
Network and Security Engineer at onb
We contact a local company in Sudan for technical support, and they are very good. We do not have a contract directly with Stormshield. View full review »
Learn what your peers think about Stormshield Network Security. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
417,925 professionals have used our research since 2012.
AdnanAlgazaly
IT Manager at BADEA
We've gone through a few formalities to get our license. Until now we have been on a training license for three months. Not all the fields are activated yet and they said it will take about a month. View full review »
Frtios677
Technical Director
Technical support is okay. View full review »
Janusz Białowąs
Network and Server Engineer at AMiFN
The technical support for this solution in Poland is not good. I have been in touch with them by phone and by email. Their response time is not quick. View full review »
Learn what your peers think about Stormshield Network Security. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
417,925 professionals have used our research since 2012.