{"id":1350,"date":"2004-10-31T00:00:00","date_gmt":"2004-10-31T00:00:00","guid":{"rendered":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/2004\/10\/31\/vendors-promise-solid-tech-support-but-our-test-found-long-hold-times-and-poor-advice\/"},"modified":"2021-12-30T11:39:13","modified_gmt":"2021-12-30T11:39:13","slug":"vendors-promise-solid-tech-support-but-our-test-found-long-hold-times-and-poor-advice","status":"publish","type":"post","link":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/2004\/10\/31\/vendors-promise-solid-tech-support-but-our-test-found-long-hold-times-and-poor-advice\/","title":{"rendered":"Vendors promise solid tech support, but our test found long hold times and poor advice"},"content":{"rendered":"<p>What really sells security managers on one AV vendor over another?  As a follow-up to <i>Information Security&#8217;s<\/i> technical review of desktop AV products, Information Security investigated the state of the AV industry&#8217;s customer support, putting five vendors to the test: Computer Associates, McAfee, Symantec, Sophos and Trend Micro.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Robust, exciting technology may be the spark that brings vendors and customers together, but support is the stuff of long, happy relationships.  With a malware storm always on the horizon, you&#8217;d expect AV vendors to have among the best customer support programs.<\/p>\n<p>The last thing you&#8217;d expect is having to wait an eternity on an 800-number listening to Burt Bacharach melodies only to tell your problem to a call center operator with a checklist of questions and stock responses.<\/p>\n<p>But that&#8217;s exactly what Information Security found disturbingly often in our review of leading AV vendors&#8217; customer support.<\/p>\n<p>Information Security graded each on the entire support experience, putting the greatest weight on the ability to solve our test problems (see &#8220;Report Card&#8221;).<\/p>\n<p>http:\/\/infosecuritymag.techtarget.com\/ss\/0,295796,sid6_iss486_art1005,00.html<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-1350","post","type-post","status-publish","format-standard","hentry","category-product"],"_links":{"self":[{"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/posts\/1350","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/comments?post=1350"}],"version-history":[{"count":1,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/posts\/1350\/revisions"}],"predecessor-version":[{"id":3837,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/posts\/1350\/revisions\/3837"}],"wp:attachment":[{"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/media?parent=1350"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/categories?post=1350"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cybersecurityinstitute.com\/blog\/index.php\/wp-json\/wp\/v2\/tags?post=1350"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}