Unexpected Side Effects and Poor Support Lead to a Frustrating Experience
Updated September 13, 2021

Unexpected Side Effects and Poor Support Lead to a Frustrating Experience

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Umbrella

When crypto virus infections become a new threat a few years ago, implementing Cisco Umbrella gave our company and clients an extra layer of protection against these threats. It is used on an ongoing basis across the entire company and all of our clients to help protect again new and emerging threats. The product also helps filter content that is inappropriate for the workplace.
  • The product does a good job of blocking known bad sites.
  • Content filtering categories allow us to block material that is deemed inappropriate.
  • Roaming client allows for laptops to be protect in or out of the office.
  • Often, the roaming agent causes Windows to incorrectly be unable to detect Internet access, causing Office 365 to not work.
  • Product support is not very good.
  • Reporting across multiple clients is not efficient.
  • On the positive side, the product does help block known bad sites, resulting in less time that technicians spend cleaning infections.
  • On the negative side, the problem that causes Windows to incorrectly report no Internet access has taken a lot of time for many technicians.
  • Reporting features for individual clients help us more efficiently provide browsing reports when needed.
If the Cisco Umbrella roaming client is used, it provides an extra layer of protection for systems, but only as a supplement to traditional antivirus programs. While the protection is helpful, the side effects, such as the incorrect "No Internet" problem may outweigh the benefits of the product. I would recommend a through evaluation period before committing to the product.
The product does fit in with our current tech stack, but it is by no means seamless. A significant amount of configuration and testing is required at each client site to ensure that the product does not interfere with local DNS resolution. The side affect problems of the roaming agent that I mentioned also cause some apps to not work, most notably, Office 365.
Cisco Umbrella support is not good. The support is only provided by email and replies take around a day to be received. This has led to a lot of frustration from our technicians and clients when systems do not work and we don't have a resolution. The overage knowledge of the product my most support technicians seems sub-par.
At the time that we purchased Cisco Umbrella, then OpenDNS, we did not evaluate other products. Since then, several competing products have been released. I intend to evaluate these in the future, as we have not been happy overall with Cisco Umbrella. The unexpected side effects and poor support have been very frustrating.
Cisco Umbrella is most appropriate in organizations that do not require much support and Office 365 is not used. The level of support provided is lackluster. The roaming agent often causes Windows systems to incorrectly report that the machine does not have Internet access. This causes Office 365 apps to no work, resulting in a lot of wasted time trying to correct the error. The product was top-notch several years ago, but I would hesitate to recommend it now.