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

[David Ball]

  I agree with Stefan on the knowledge of the initial ticket handlers.
 I've had great support for the most part, but far too often the
ticket (and attachments) aren't read thoroughly, and as such I need to
explain myself several times.  Once that's done though, things seem to
go pretty well, especially if the ticket is escalated (which happens a
lot).

David


On 09/07/2008, Stefan Fouant <sfouant at gmail.com> wrote:
> 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
> GPG Key ID: 0xB5E3803D
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