I had great encounters with all levels of customer service from the general help desk all the way up to our regional manager.

Most of the time when I called customer support it was for features that I did not work with or if I had a configuration question that did not seem to be working. Most of the time, I was able to get the answers right there on the phone. There were times that tickets had to be opened and a call back was warranted, and most of the time I received a solid response within 24 hours.

When we have called on them for sales and product support, the customer service has been very good.

When we have needed it, the technicians responding to cases are always helpful and very competent on the products. We generally get quick resolution on the issues.

Excellent, although I have very little involvement with technical support, but when I did use technical support, the solution was fast and easy. I love the fact I can set a temporary read only password for WatchGuard tech support to connect to the XTM device and troubleshoot. These feature free my time up from going back and further over the phone for troubleshooting like other products.

The technical support is fine.

Seven out of 10, with too many areas to improve, when you have many years of experience with the appliances. For new users the rating could be 9+.

Satisfactory to good.

The technical team, so far with WatchGuard OEM has been excellent. Recently, there a new team has been formed, and I am yet to interact with them. Also, the support team from their business partner is also good. We have a very good rapport with them and during the last two years only, only one or two unsolved issues were escalated to their international support.

The technical support is very bad. The price is very high, the response time is very long, and technical support does not provide a general solution. They just try to solve local, small issues. Sometimes they cannot understand standard issues and provide solutions.

Excellent, they have incredibly quick response to any questions, and their online customer portal is very nice.

Excellent, they have never had an issue troubleshooting our equipment or help with our clients equipment. Their ticketing system is also very helpful.

Customer service has provided accurate and timely responses. If they do not have the specific answer(s) at their finger tips, they will either redirect you to the right department, and/or research it themselves, depending on what is needed.

Technical is pretty good as long as you are covered with a support contract. Even without one, their documentation and blogs have pretty good info.

Technical support with WatchGuard XTM is handled by my team. 

The customer service from my vendor was very good. I would give them a rating of 9/10.

I would give technical support a rating of 7.5/10 for two reasons:

• The vendor technician, on the first occasion, checked the device remotely and configured something, but saved the running configuration without backing up the previous configuration first.
• Singapore technical support tried to remotely fix the problem where the application control could not block the Torrent application “BitComet”. After one hour of testing was complete, he later sent an email to my vendor to alert them that the current WatchGuard cannot block “BitComet” and that we are waiting for a new version. At that time, he should have tested it at his office first before he asked to check my device remotely.

6/10.

8/10.

The support is not the best, but it is good enough. Not everyone has the right skills, so make sure to ask them to escalate it if it has taken too much time to resolve the issue.

Excellent.

Excellent.

It's pretty good.

It's very good.

It depends on the partner.

Tech support is sometimes a little bit slow.

We have used technical support for WatchGuard many times and overall, we are satisfied with it. They are always listening and there is a good reaction time to our findings. When there are issues, they really try to resolve them.

Professional grade support: They are really knowledgeable.

I was satisfied, but I need a quick response instead of the given SLA of four hours.

It's good.

It's perfect.

It's excellent.

7/10

I haven’t requested any help from customer service.

I attended training from WatchGuard, as a result, I haven’t needed help from technical support.

Tech support has worked well for us. Most of their people are really knowledgeable.

It's OK to good.

It's OK to good.

3/5.

3/5.

Good.

The level of technical support is adequate. From a range 1 to 10, I would give them a 8/10 rating.

9/10.

9/10.

Great customer service with fast response.

They have good technical knowledge.

7-8/10.

7-8/10 and I've yet to have an issue go unresolved.

The support is poor and lazy.