Smoothwall Support - Your comments?

[Timeout]

Sadly I have just had to complain to our Account Manager about waiting so long to get a human response to a logged call.

 

It seems there has been a revamp, as below; this is the first I had heard about this.

 

Service Availability

And Performance Local Hours

 

P1 : 2 hour response, fix < 2 days

P2 : 4 hour response, fix < 3 days

P3 : Fix < 10 days

[RTFM]

Sadly I have just had to complain to our Account Manager about waiting so long to get a human response to a logged call.

 

It seems there has been a revamp, as below; this is the first I had heard about this.

 

Service Availability

And Performance Local Hours

 

P1 : 2 hour response, fix < 2 days

P2 : 4 hour response, fix < 3 days

P3 : Fix < 10 days

 

2 day fix for a P1 is interesting. No internet for 2 days would be interesting to try to explain to SLT

[SHimmer45]

we had problems post upgrade to G3, the main bug bear is the UI which is better than G2 but some items just dont flow or make sense.

the "only use chrome" browser message for best performance i think is a backward step it should work well in all browsers

some of the clever items on the UI are still rather laggy which can be frustrating (adding/viewing block lists etc)

 

an example the lookup functions for the block lists turns a simple task into a lag fest of waiting for it to populate

 

Documentation is/was referring to the older versions which makes navigating the new UI more difficult, but this seems to have been glossed over to some extent.

its a powerful product but with shortcomings which make it lack lustre to use. needs more polish for a premium product

[JohnWilliamsGomez]

In fact that's just reminded me that I've got a case logged that's now 13 days old...

 

I logged a call two weeks ago for an issue with our database but have had no contact. I have tried updating the ticket to see if that sparks activity, i can't get through via telephone either. It's a surprise as they have always provided great support - probably one of the best technical support services I have come across.

 

I feel sorry that you have wait more than 1 week for support. I hope you guys get your issues resolved.

[Tsonga]

Its actually quite refreshing to see that Smoothwall are not just ignoring us! We had some issues with Sketchup and I rang 3 times in 1 week and nobody got back to me, in the end my manager rang and insisted on it being done there and then as we had people from a local university coming in to do some training with Sketchup that day.

 

However, as many of you have mentioned, when you get help they are bloody good.

[RTFM]

Logged a call with Smoothie support Wednesday afternoon, chased it Thursday, Friday and this morning and it's still not even been assigned to an engineer yet......

 

Any sort of progress would be nice to see as opposed to my call being logged.........and thats it :\

 

It's also annoying because the issue is that Smoothwall whitelist doesnt whitelist. If it did I wouldn't be having a problem but for some reason something is hitting a whitelist policy and it STILL gets filtered, touched and manipulated. This has been tested at another school we work at by Smoothwall support and going directly through squid a site worked, when you go through guardian it didnt even though it was whitelisted.

[salc]

I just googled response times from Smoothwall support and stumbled upon this thread which, although it is 5 years old, resonates with us now. We installed Smoothwall over the summer and, perhaps unsurprisingly, are experiencing a number of teething problems as we try to get to grips with this product. What is a surprise is the length of time it takes to get a response from Smoothwall (or Roughwall as a member of our SLT has dubbed it) support. Up to a day would seem reasonable but anything longer when childrens' online safety is potentially at stake is too long IMO. I will echo previous posts and say that when we eventually get to speak to someone from support they are excellent and usually resolve issues very quickly.

[Steve21]

If it's a new install (or fairly) i'd bug your project manager, and not the normal support route. It's for the install team to finish off the install for you, and deffo gets quicker responses

 

Steve

[timbo343]

I just googled response times from Smoothwall support and stumbled upon this thread which, although it is 5 years old, resonates with us now. We installed Smoothwall over the summer and, perhaps unsurprisingly, are experiencing a number of teething problems as we try to get to grips with this product. What is a surprise is the length of time it takes to get a response from Smoothwall (or Roughwall as a member of our SLT has dubbed it) support. Up to a day would seem reasonable but anything longer when childrens' online safety is potentially at stake is too long IMO. I will echo previous posts and say that when we eventually get to speak to someone from support they are excellent and usually resolve issues very quickly.

 

You could post on the Direct Support as some Smoothwall Employees do sit in there plus there's lots of us on here that might be able to help.