Great product support could be faster
May 09, 2025

Great product support could be faster

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • WatchGuard AuthPoint

Overall Satisfaction with WatchGuard AuthPoint

At our small software company, we have a number of remote workers in the US, as well as abroad. We use WatchGuard AuthPoint to secure our IKEv2 VPN - remote users must use the WatchGuard AuthPoint mobile app to allow the VPN to connect. This is just one of our security layers, we use other 2FA to control logins, etc.

Pros

  • Speed of notification
  • Stable connection
  • Mobile app has minimal footprint
  • Portal is easy to navigate

Cons

  • Email support is SLOW unless I want to allow a stranger to access my production firewall. That is never allowed here, so our hands are tied in terms of being able to get support in less than 48 hours.
  • Again, support takes far too long because you refuse to employ any staff that works in US time zones during normal business hours.
  • There has to be another option besides: 1) you take full control of my systems or 2) I wait on SLOW email support that isn't that great.
I don't think we are experiencing any of those outcomes, because we don't rely entirely on one device or service. I have to reset a password occasionally, that process is simple enough for the end users, which is what saves me time. And if someone manages to lock themselves out, I can get them back in quickly.
We don't have any kind of bundle, we just have a couple of services set up. They make our network more secure. But we don't go all-in with a single vendor because that's never a good plan.
We use different 2FA providers to secure different things. We are actively using Duo now, as well as WatchGuard AuthPoint. Each provider has different strengths, and you must test the applicability of a service in your own environment.

Do you think WatchGuard AuthPoint delivers good value for the price?

Not sure

Are you happy with WatchGuard AuthPoint's feature set?

Yes

Did WatchGuard AuthPoint live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of WatchGuard AuthPoint go as expected?

Yes

Would you buy WatchGuard AuthPoint again?

Yes

While I cannot speak of the functionalities that we do not use, the 2nd factor authentication has been great. It's actually secure, I can control it all remotely, users don't mind the extra step, and management feels more at ease knowing that we have full access control. The VPN for remote connections is fast and stable, it stays connected during network oddities and has plenty of bandwidth.

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