Product(s): Cato SASE Cloud
Overall Comment:" I am writing to provide feedback on my recent experience with the migration process and support services. While there were some positive aspects, I also encountered several challenges that I believe are important to address. Firstly, the scheduling process for the migration was not as expected. instead of accommodating my preferred schedule, I was required to adjust it to align with them. This lack of flexibility was disappointing and caused inconvenience on my end. However, I must acknowledge the exceptional support I received from the UK Team and Asia Team (Japan). Their assistance was marked by helpfulness, courtesy, friendliness, and respect. They consistently went beyond their designated roles to address my issues and I greatly appreciate their dedication. Unfortunately, I encountered challenges with SMTP Auth, and the available support was unable to fully assist as they claimed not be email experts. Given the vendor's extensive customer base, it is surprising that issues with the 3 types of SMTP Relay when switching to the firewall have not been encountered before. SMTP Relay is widely used by businesses, especially applications like scan-to-email. I strongly believe that the vendor should have the necessary expertise to handle such matters effectively. I regret to mention that there were instances where the vendor's attitude came across as arrogant, with a perceived belief that their knowledge surpasses that of their customer. This was particularly evident on the Cato side. I found it disheartening that my concerns were not taken seriously when issues arose after the switch. It seems possible that i may have been assigned to the wrong support group, contributing to this unsatisfactory experience."
Hardware shipping and delivery was exceptionally fast Single pane of glass portal enhances convenience and efficiency in managing and utilizing the product/service. User interface design has been thoughtfully and greatly designed allowing users to navigate and locate menus with ease. Contributes to a smooth and user-friendly experience
Customer support is lacking, primarily due to slow response times and the expectation that customers handle most of the work themselves resulted in delays and inefficiencies. Scheduling would be beneficial if the vendor could offer more flexibility and consider the preferences of their customer. Currently it feels like they dictate the schedule without taking into account the needs and availability of the customer Vendor's help portal requires users to gather data on their own and then submit it, which can be time-consuming and counterproductive. it would be more efficient if the help portal can be streamlined the process. They can only see the traffic so they should be doing this tracing.
global visibility, centralized firewall management, internet rule standardization, managed detection and response