WatchGuard AuthPoint

When we last renewed our Authpoint licenses, we had 2 activation codes, an older one and a newer one. We wanted to keep the license count of the newer license and add the older license key to extend the duration of the licenses. Also the older license count was higher than the license count of the newer activation key. So we let the older license expire to be able to reduce the license count and then we entered to 2 activation keys. It turns out that we had entered them in the wrong order and the result was that we activated the user count of the wrong activation key (much lees users than we need) and this got a huge duration period! Support resolved this immediately, reset the activations we had made and gave us instructions on how to properly install the license keys!

At one point when the initial integration of our Fortigate firewall with Authpoint had issues, the Watchguard support assisted the Fortinet support to identify the problem. I was impressed the the Watchguard tech was able to guide the Fortinet tech in solving the problem.

The ability to integrate it with Watchguard Cloud on the firebox, we did not know this feature existed untill the use case at the Watchguard support site.

We only required WatchGuard support for registering our customers' firebox into our WatchGuard Cloud which was quick and easy.

I usually get a reply or callback from someone who knows the topic very well and has practical experience with it. I mostly do Watchguard UTM implementation and management to my clients. WG support people are very attentive to my request and very helpful.

I've used WatchGuard support for several issues we've had with their other product offerings, however the support requests for AuthPoint are quite few and far between. The only (not really) exceptional support I can recall would be when I had a small tenant setup for 3 users. AuthPoint was working fine for 2 users but not the 3rd. Going through the logs I could see the error but could not figure out why or where the error was coming from. Speaking with support, they explained that it was the user that had disabled notifcations on their mobile device.

whenever i have a support issue i usually get a response withing the first few hours unless i am down then i call and can talk to someone right away

No, since we have required Wathguard support as such, we have only had some doubts that have been answered very quickly

Almost every time I contact WatchGaurd for support, they escalate me to a higher level. Not because there is a problem with their product, it is because I run a pretty complicated and secure configuration, so there are lots of factors at play for any given issue. Support always takes their time with me and my issue to make sure the situation is fully understood and resolved. I regularly learn something new and or higher level about their products every time I call for support.

I had to implement another LDAP source than AD (Microfocus eDirectory). The Support was excelent and didn´t give up till it was runing as expected. That was a cool thing. Me and my customer where happy after all.

I had an issue with the Firebox, and they three hours shipped me a new box.

there was no such time

We've never contacted support

For integration with an not official supported 3rd party application we found an way to integrate it very easy in WatchGuard AuthPoint.

We were having an issue with the group settings and WatchGuard was able to remote in and train us on the proper settings that we missed.