Even in the latest Gartner Magic Quadrant for Enterprise Network Firewalls 2016 report, one of the cautions says:
- Gartner receives anecdotal reports from clients about support issues, mostly focused on the time it might take to get appropriate escalation. Gartner analysts recognize that this is inevitable for a vendor of this scale, but note that the frequency of issues is, of late, slightly higher than its direct competitors. Check Point has recently extended the support quality metrics it monitors to address this issue and monitor its progress.
I am personally not convinced Check Point support is the ultimately worst of all. I have seen some cases with other security and technology vendors and can say one's support experience with Check Point could sometimes be seemed as swift and easy in comparison.
I have also seen quite a few positive examples about Check Point support, mostly with more expensive Diamond plans, but also with some basic cases.
Support experience is a function of many factors: severity of an issue, an understanding of one's own security system and networks, and of course, an understanding of what to expect in the first place. I have seen many occurrences when SLAs and timing were completely misunderstood by a customer. I have even published a quick guide for support plans in 2015.
Granted, support can always be better. There are no magic bullets and "fix all" checkboxes, although sometimes Check Point seems to do miracles while fixing your things.
What is your own experience with Check Point support? Is it adequate, good, bad, mediocre, fantastic? What would you improve? What are you happy with?
Please do not hesitate to share in the comments.