Tufin Customer Service and Technical Support

Arturo Morante
Network Architect at a transportation company with 10,001+ employees
Tufin's technical support is excellent. In my old job, I also implemented Tufin, and I was in touch with their Israeli people, the technicians; they're really good. They really know their stuff. In Spain, for southern Europe, they have a couple of people. The technician there is excellent, and the commercial guy is fun. It's the perfect combination. View full review »
Robert Letson
Director at Visa Inc.
We'll get somebody who is our main person, then all of a sudden they will be doing something else. One guy used to be our support person, and now, he is a TAM. We are a tough account. With some of the issues that we have, the support team has told us, "You are the only ones who have ever had this." We are like, "Really? Why?" They usually come up with a solution. It may take a little longer, but they do come up with a solution. View full review »
NetworkEng4365
Senior Network Engineer at a financial services firm with 10,001+ employees
Technical support has been very good. I've dealt with Professional Services and I dealt with a programmer when we did our ServiceNow with Tufin. They were really good; two of the best guys. Top-notch. My Professional Services guy is awesome. He's my go-to guy. The other gentleman, whose name is Neil, was really good. He was very kind, very accommodating, top-notch. View full review »
Find out what your peers are saying about Tufin, AlgoSec, FireMon and others in Firewall Security Management. Updated: October 2019.
373,262 professionals have used our research since 2012.
Reviewer45759
Change Manager at a pharma/biotech company with 10,001+ employees
I don't think we've worked a lot with the technical support teams yet. View full review »
NetworkS2695
Network Security Operations at a insurance company with 10,001+ employees
Whenever we have had a problem, some of my engineers contact Tufin and they have been very easy to get a hold of. From my team, they have not had any problems with the technical support. View full review »
NetworkS2260
Network/Security Engineer at a leisure / travel company with 51-200 employees
Although I am in India, we have U.S. support. I haven't had any interactions directly with tech support, but one of my counterparts in the U.S. talks to them and sorts things out for us. I haven't had any discussions with them where I can analyze their work. It was challenging at the time because we wanted to implement a lot of things which Tufin doesn't have as default. There was a lot of customization required and it took a lot of time - one or two months - to sort that out. View full review »
Ben Stern
Service Engineer at G2 Deployment Advisors
Technical support for this solution is very good. Every time I run into an issue that I can't resolve with a customer, I reach out. There has not been one that was not resolved. View full review »
Michael Utech
Network Security Engineer at Customer Worldpay
I have not used the technical support yet. View full review »
NetworkEccd3
Network Engineer Lead at a energy/utilities company with 10,001+ employees
The technical support has been very responsive. If they can't figure it out, they are not afraid to go to Israel, back to the developers, and find an answer to the problem. Typically, within a day or two, they have the answer and we are back up and running. They've been great to work with. View full review »
Security8043
Security Analyst at a retailer with 10,001+ employees
The technical support is very good. They respond pretty fast. They are always available whenever I need it. It is usually my fault when there are delays because I just don't respond to an email. I forget, then a few days go by and email again like, "Oh, shoot." The technical support has always been on top of things. View full review »
NetworkE78f6
Network Engineer at a healthcare company with 10,001+ employees
Tech support has been phenomenal. It's very easy to get someone on the call and resolve an issue. They've been really good. View full review »
John_Ford
Managing Director at Midpoint Technology
Technical support for this solution is good. We don't really use it too much because of our strong engineering team, but it's always been very responsive. We are sending two more engineers to the Cleveland area office next month. View full review »
NetworkE9856
Network Engineer at a energy/utilities company with 10,001+ employees
The few times that we have had to engage tech support, they have been good to work with. They were pretty simple cases in both instances for us. View full review »
Nathan Hulsey
Firewall Architect at a financial services firm with 10,001+ employees
I would rate tech support as "fair." Response time is a little slow, but when they do respond, and when time is available for them, we work through things pretty quickly to resolution. View full review »
Tch32Dr8392
Technical Director at a tech services company with 201-500 employees
Technical support is excellent, I would give a big thumbs-up to the technical support team. View full review »
William Temple
CyberSecurity Supervisor at a energy/utilities company with 10,001+ employees
Technical support for this solution has been helpful. We also have a Tufin RE (Resident Engineer) on staff, three days a week, so that helps too. View full review »
Tom Loeber
Services Engineer at AccessIT Group
The technical support is very good. It is a lot better than the firewall vendors themselves. View full review »
Shaun Slatton
Automation Engineer at Cox Communications
The basic technical support for this solution is not very good. However, the Critical Situation Team is actually very good. I would say that the support experience depends on which group you get put under. View full review »
Arnold Adu-Darko
Infrastructure Engineer Specialist at a healthcare company with 10,001+ employees
Technical support for this solution is the worst. I would give it a zero ranking. Compared to Check Point and Fortinet, Tufin technical support is the worst. Even the provision service team does not like to respond to email, which is poor service. View full review »
Mahendra Neopane
User at Daimler AG
Tech support is very bad. I would give a zero rating to tech support. Compared to Check Point and Fortinet, Tufin tech support is worse. Even the Professional Services team doesn't like to respond to email. It is poor. My team doesn't have a good relationship with Tufin. The Professional Services and even our Tufin account manager are not friendly. They're not helpful to us. But the Tufin product is fine. View full review »
Jeffrey Belanger
Security Consultant at a insurance company with 10,001+ employees
Technical support for this solution is good. We have a technical account manager and he's been right on point with most of our stuff. It's a fairly complex thing that went to R&D. It took some time, but that's to be expected. View full review »
NetworkEae6b
Network Engineer at a healthcare company with 10,001+ employees
So far, the technical support has been good. I haven't had to deal with support a lot yet. We have weekly check-ins with our account manager where we go through what we can do with it. Overall, I think it's adequate. View full review »
Associate8c2
Associate Director Program Management at a pharma/biotech company with 10,001+ employees
The regular technical people seem okay when you put in a help call, and they do get back to you. We actually had a key issue, which was a bug, that the development team didn't want to fix. We escalated it, then it got fixed. So, the management level seems very responsive at least, but at a support level, they are just regular support people and not outstanding. View full review »
Mohd Majmi Mohamad
Regional OSH at Pos Malaysia Berhad
I did not engage with Tufin's technical support. We used a third-party. View full review »
Managerfac3
Manager at a manufacturing company with 10,001+ employees
We bought premium support. I have heard from my team that they are great. View full review »
InfoSecC1266
InfoSec Consultant at a insurance company with 10,001+ employees
Technical support for this solution is good. For a lot of the issues we have, we go directly to R&D. View full review »
Securitya49e
Security Engineer at a government with 10,001+ employees
The solution has been pretty straightforward and I haven't had to contact tech support. Again, we're not using all of the features so perhaps that is why. I do know that there are plans to use the SecureApp and SecureChange in the future, but the trust isn't there yet for us to push down those changes. View full review »
Samuel Taxis
Information Security Engineer at a tech company with 1,001-5,000 employees
We tend to not have any issues with it, so we don't need to use support very often. For what we are using it for, it does exactly what it is supposed to, and we don't have any issues with it. We did contact technical support when we had an appliance, then we migrated it over to a VM and it was moving some of the data from the old code format to the new one. We have also had upgrade problems with it randomly breaking on us. My team has had a pretty good response from the technical support. View full review »
John Fulater
Security Engineering at a financial services firm with 10,001+ employees
The technical support has been excellent. View full review »
Ed Aguila
Senior Network Engineer at a pharma/biotech company with 10,001+ employees
I haven't had the opportunity to use technical support. View full review »
Joseph Yanacheck
Security Compliance at Caterpillar Inc.
Technical support for this solution is really good. They are pretty quick at responding to our tickets. When the update breaks everything, they're pretty quick at sending someone to fix it and bring us back up within a couple of days. View full review »
NetworkS6585
Network Security at a transportation company with 10,001+ employees
I haven't used technical support. My colleague has, and they are very good. They work through solutions. View full review »
Shawn Babinyecz
Cyber Security Engineer at a healthcare company with 10,001+ employees
I personally haven't worked with them, but I've heard good things about how responsive they are. They've always been able to find the answer that we needed. View full review »
Securitye949
Security Engineer at Allegiant Air
The technical support is hit or miss. More miss than hit. It takes them awhile to understand what the issue is. They don't know where to go in the product right away. A lot of stuff gets escalated to R&D, and even that is a very slow process. When it goes to R&D, it's really slow. We've had the same issue for months. They say it'll be fixed in the next release, then we'll get the next release, and it's even worse. View full review »
Infrastra69d
Infrastructure Analyst at a manufacturing company with 10,001+ employees
Technical support for this solution has been great. They've been very responsive. View full review »
David Higgins
Senior IT Analyst at Exelon Corporation
I've never had to deal with their technical support. View full review »
Consulta38b6
Consultant at Sirius Computer Solutions
Sometimes the technical support is able to help us quickly, and sometimes it just goes on for quite some time. Something complex or a new functionality requirement takes time, but if it's something simple, then they're pretty quick to resolve it. View full review »
NetworkSc6b0
Network Security Analyst at a energy/utilities company with 10,001+ employees
The technical support is good. The guy with whom we have been working the most with lately has been pretty on top of everything. We had a couple people in the past who were a little iffy, but we haven't had to talk with them in a long time. I don't know if they're still there. View full review »
Security4691
Security Engineer at a manufacturing company with 10,001+ employees
The technical support is okay. It's not the best, but it's not the worst. View full review »
Jim Robinson
Senior Specialist at Cigna
I have not dealt with technical support. View full review »
ITManage3885
IT Manager at a financial services firm with 10,001+ employees
Technical support for this solution needs improvement. We usually get a callback from an engineer, but the escalation of support should be faster. Our account manager at Tufin is very engaged and has been super helpful. View full review »
SrAdvisof832
Senior Adviser Cyber Security at a comms service provider with 10,001+ employees
I have not personally used Tufin's technical support. View full review »
Salvador Teran
Network Security at a tech services company with 5,001-10,000 employees
I haven't used their technical support. View full review »
SrInfoseb35c
Senior Information Security Architect at First Citizens Bank
The technical support has been very good. I would like it to be a little faster, but it's good. View full review »
TeamLeadc1d6
Team Lead of Border Protection at a manufacturing company with 1,001-5,000 employees
Pretty good. They know when to escalate. We never put in easy tickets, They know to escalate quickly if they have to. We have our own technical account manager too. View full review »
Christian Myers
Consultant at Critical Design Analytics
We worked with their professional support before, but we have not worked with their Professional services. View full review »
Security7b20
Security Engineer at a insurance company with 201-500 employees
i have not talked to technical support. As we start to dive in, I'll be reaching out to the customer success team. View full review »
Viktor Vera
Head of IT Security at Banco Privado
I don't really use the technical support. View full review »
HugoSanchez
Security Analyst at Equifax Inc.
Technical support for this solution is excellent. At the moment, we have very good communication with support. View full review »
ITSecuri31c4
IT Security Analyst at a retailer with 10,001+ employees
I haven't dealt with the technical support yet. View full review »
SrNetwor9adb
Senior Network Engineer at a financial services firm with 1,001-5,000 employees
The technical support is very good and helpful. We have not encountered that many issues in any one place. View full review »
Erik Johansen
Manager at PG&E Corporation
I have not placed a technical support query. View full review »
Profferefb28
Professional Services Engineer at a tech services company
Their technical support was okay. I needed more help getting the product to work in the lab. View full review »
SeniorCofe32
Senior Consulting Manager at a tech services company with 10,001+ employees
Their customer service is better than it used to be. View full review »
LeadEngia25d
Lead Engineer at a insurance company with 1,001-5,000 employees
Tech support is very helpful. If there are any issues, we bring them to support and they get addressed immediately. View full review »
Security1d40
Security Analyst at a government with 1,001-5,000 employees
I haven't interacted with the technical support. View full review »
NetworkS3480
Network Security at a insurance company with 1,001-5,000 employees
I personally haven't called into support yet, but some of my peers have. They seem to get their questions resolved. View full review »
reviewer1188195
User
In the beginning, we did not have a dedicated support handler and it caused some issues because the service requests were interrelated. When we later obtained a central contact in support, it improved the handling. View full review »
reviewer1185804
User
The technical support team for this solution is very polite. There was some functionality in the integration with Check Point that was initially working not in the best matter, and it was only fixed after Check Point got involved. View full review »
Firewallcf07
Firewall Administrator Security Engineer at a comms service provider with 1,001-5,000 employees
The technical support is excellent. Our account manager and Tufin support have been a big help to us. View full review »
Securitye57f
Security Architect at a manufacturing company with 10,001+ employees
If you don't buy their premium support, their technical support is not great and you can only call during daytime hours. So, we ended up purchasing their premium support. View full review »
ITManage3885
IT Manager at a financial services firm with 10,001+ employees
Technical support is satisfactory at the moment. View full review »
reviewer1185783
User
Customer support reacts very fast. Due to the complexity, sometimes additional support levels need to get involved. View full review »
NetwEng3023
Network Engineer at a tech services company with 11-50 employees
I have been in contact with technical support. Sometimes they are slow but they get to a solution. View full review »
ITSecuri46f3
IT Security Professional at a pharma/biotech company with 10,001+ employees
I have not had to use the technical support. Maybe I should. View full review »
ChiefInf4325
Chief Information Security Officer at a tech services company with 501-1,000 employees
The technical support has been on point. View full review »
Find out what your peers are saying about Tufin, AlgoSec, FireMon and others in Firewall Security Management. Updated: October 2019.
373,262 professionals have used our research since 2012.
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