Forcepoint DLP

Support is getting better. It was bad at first, but now it is a lot better.

Support from Forcepoint has been lacking. When calling in with a high priority issue we rarely are able to work with a technician immediately. The queue waits are very long and when you get through there are no support engineers available and we need to wait for a call back for hours it seems.

Overall, response is acceptable for a recent Severity 3 support ticket. Resolution provided by the support tech was accurate.

Many years of experience with unresponsiveness, unresolved issues, and poor support from management when escalated

Because we've brought our problem of inexplicable web traffic disruption and they effectively ceased working with our troubleshooting team even though we'd eliminated other avenues as the potential source of the problem. Once they stopped helping us look for a problem, their product became less appealing as the long-term solution. They may claim to want to be "my" (or "your") partner, but partners need to stick it out beyond the "traffic looks good from my perspective" attitude. They need to help us figure out what we're doing differently that could negatively impact business.

Support has many issues. Forcepoint is starting to use offshore support and they simply just read out of a book and do not know how to troubleshoot properly. This has presented many issues for us and we have expressed our frustrations but to no avail, and that is an issue.

Not good. We have not had a good support experience with Forcepoint overall. When we open a ticket, it is usually as a last resort because our expectations are low that a resolution will be found quickly. As an example, we had a production issue that required support escalation. The Forcepoint engineer provided a webex session to review the status then proceeded to send KB articles for us to review and implement on our own. If the recommendation is for us to read and test out solutions on our own, then we could have just used Google.

Some support engineers are helpful, while others are not so helpful. Overall, the support is acceptable.

Forcepoint support for DLP is pretty good. When we've had issues, they are usually able to help us.

We do not have any issues when we needed support from Forcepoint. The support team always gets back to us in a timely manner.

Forcepoint DLP and TRITON Enterprise are fully functional and complicated products to administer. We had excellent results with their support of the Web and Email products and have not been disappointed with their support of the DLP product. Our calls are always handled very efficiently and effectively. I would recommend Forcepoint to other users just based on the quality of their tech support.

They have good knowledge and return calls.