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

[Stefan Fouant]

Although I would like to state that in my humble opinion over the last
few years Juniper support has definately gotten worse in that the
caliber of the support personnel is not what it was when the company
first started.  I suppose that is to be expected with a growing
company, but I would hope it is not a sign of things to come...
furthermore, the web based support is a nice option, but they really
need to get their response personnel to read the tickets more
thoroughly, often times the person responding just gives the ticket a
cursory glance and doesn't provide the right answer or completely goes
off into left field...

On Wed, Jul 9, 2008 at 9:50 AM, Boyd, Benjamin R
<Benjamin.R.Boyd at windstream.com> wrote:
>  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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-- 
Stefan Fouant
Principal Network Engineer
NeuStar, Inc. - http://www.neustar.biz
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