Bitdefender the Product is Good, but Good Luck Getting Support
November 24, 2021

Bitdefender the Product is Good, but Good Luck Getting Support

Syndi Sills | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

GravityZone Ultra

Modules Used

  • Email Security

Overall Satisfaction with Bitdefender GravityZone

It is installed on my endpoints (servers and computers/laptops). We also have an email security add-on for filtering spam, phishers, and virus-ridden emails. It also is used to scan links in emails that could lead to infected websites which otherwise would have made their way onto our network.
  • Syncs with AD
  • On top of latest threats
  • Blocks bad links
  • Tech Support
  • Video Tutorials
  • SLA - Response time
  • Instruction manuals
  • The email security has saved us on numerous occasions with their link scan.
  • A 3-year purchase is cost-effective.
  • WFH employees are protected because of cloud management.
I think these days all of the products are extremely quick at updating the definitions as soon as they come out. Bitdefender is no different. It updates and catches threats on our endpoints and alerts the user with a very visible pop-up warning. It also quarantines threats before they have a chance to run.
[In my experience] the support is not good. As I said earlier their response time is days/weeks, they do not assist in initial setup, and they have no instruction manuals or tutorials. They won't remote support, and just send emails back and forth with no real answer or assistance. The program is VERY complicated and very granular, so without assistance or at least best practices or white papers, you are paying for a product that you probably won't use 1/4 of the features.

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The product itself is great and does a good job. Support is terrible. It takes days/weeks to get a response. I've asked for assistance in setting up custom filters to stop certain emails, and get a constant back and forth email correspondence asking me to submit samples. I don't want to do that, I only want instructions. I've asked for tutorials/manuals so I can read and hopefully set it up myself, and I'm told they don't have what I need. There is no way to support yourself or learn. They won't offer remote support, as I've requested. Oh, and they absolutely will NOT assist in the initial setup. They don't do that. They only help if you have an issue. No, they don't even do that.

Bitdefender GravityZone Feature Ratings

Anti-Exploit Technology
Endpoint Detection and Response (EDR)
Not Rated
Centralized Management
Hybrid Deployment Support
Not Rated
Infection Remediation
Vulnerability Management
Not Rated
Malware Detection