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We are considering our options in regards to new NGFW firewalls, we have typically used Cisco ASAs in the past and are currently looking at FTD as well. I have dealt with Cisco TAC on several different issues over the years and always found them to be good. We are looking at Sonicwalls as well and I am wondering if anyone has had any support experiences they could share, are the responsive, do they resolve issues or just close tickets, how easy/hard are they to work with?

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I’ve only needed to contact their support once and they were unable to help but that was more my fault since I was trying to get the firewall to do something it wasn’t capable of so can’t really blame them for not being able to help me do the impossible. Did come up with a possible workaround though which I haven’t had time to test yet.

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What was the non-supported thing you wanted to implement if you don’t mind me asking, would like to make sure I’m not going to do the same thing?

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I have worked with SonicWALL support many many many times over the years and have found them to be better than average.

As always, it sort of depends on the knowledge of the tech that you land on, but I would say that they have helped me to resolve my issues about 90% of the time.

I should also say that I am a SonicWALL certified administrator and have been working with SonicWALLs for about 15 years so when I do need support, I have exhausted all the low hanging fruit.

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I’ve also been working with SonicWalls for about 20 years and have over 300+ devices deployed. They are solid firewalls.

Overall, their support has been above average as L5257 said. The worst experiences I had with support was after the Dell acquisition between 2012-2016. But after Dell sold it to a private equity firm, their support has been much better. So, if you happen to hear any negative comments from someone regarding their experience with support, make sure you find out the time frame.

@lburlingame

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