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.
