[j-nsp] Juniper support vs. Cisco TAC - experiences?

[Boyd, Benjamin R]

 I agree, the web interface with Juniper is far superior to Cisco's.
For any "non-critical" issue I rarely even have to speak with JTAC it's
all accomplished via e-mail/messaging.

 -Ben


-----Original Message-----
From: juniper-nsp-bounces at puck.nether.net
[mailto:juniper-nsp-bounces at puck.nether.net] On Behalf Of Eric Van Tol
Sent: Wednesday, May 28, 2008 6:47 AM
To: 'Wink'; matthew zeier
Cc: juniper-nsp at puck.nether.net
Subject: Re: [j-nsp] Juniper support vs. Cisco TAC - experiences?

> -----Original Message-----
> From: juniper-nsp-bounces at puck.nether.net [mailto:juniper-nsp- 
> bounces at puck.nether.net] On Behalf Of Wink
> Sent: Wednesday, May 28, 2008 7:35 AM
> To: matthew zeier
> Cc: juniper-nsp at puck.nether.net
> Subject: Re: [j-nsp] Juniper support vs. Cisco TAC - experiences?
>
> Also, to answer your question..
>
> I have some experience with JTAC.  They are "on par" with Cisco from 
> my perspective in terms of responsiveness and quality of support.
>
> I think they are about the same, though I'm sure either one will say 
> they are much better than the other.
>
> IMHO, you don't typically get the support you need until you are at a 
> Tier 2 type level anyway.
>

It's been my experience that Juniper often will get you the answer you
want, as opposed to simply telling you that you need to "upgrade your
IOS".

Both TACs have their pros and cons...unfortunately, Cisco's TAC has more
cons that pros, largely due to their size and product range.  Juniper's
TAC is much smaller and so is the product pool.  Try opening up a ticket
on Cisco's TAC site for a product that doesn't seem to fit into one of
their pre-defined product listings/problem types and watch how often you
get bounced around between departments.

Others' opinions will differ, I'm sure.  I've personally had much better
experiences with JTAC on a whole, than I've had with Cisco TAC.

-evt
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