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Surf Control software tech support ???

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by omie 1 view

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As they claimed they are the no.1 web filter software, but I am having a problem in installing it and make it work. The costumer that asked me to help them to install bought the maintenance contract and when I called their tech support, a person will get your ID then it will transfer you to the que. Once you are in the que you will either lost your patience for you will in the phone for long minutes and get disconnected. This incident happened Oct.17. First I was on the que for about 27 min. then I got disconnected. I called back and this time I got another person who transfered me to que again. I waited for another 45 minutes only to be disconnected. I called back again this time I tried to explain what is happening... they said that they will want my phone number and they will call me back once somebody will be available. I reasoned it out that last time I did that.. I never got called the whole day. I waited 6 hours and only to find out they called me the following day.This is not the only first incident I called them. For several days and attempt it turned out to be futile.
With this, I am wondering what is this software? Your experiene ?? Is it a good software that a lot of company that are using it that flooded their tech support ? or it sucks that a lot of problems and bugs that it seems doesn't work. This is the worst software I ever installed and it is not only me who has a problem actually I asked one of our network specialist in the consulting firm and he is encountering the same problem that I did.
If you are up there and looking for web filter get the demo first and you will find it yourself...

4 replies

by Member 32001153

I've used Surf Control Web Filter since it was Surf Control Super Scout. It was one of the easiest installs I had and tech support was right on the mark.

Let's talk about tech support. If they're busy, it means they're selling it. Have you ever timed your call when you're with tech support? Now, how many people can they have working tech support, taking calls? Muliply that with a range of 10 minutes, in either direction and you can estimate pretty close to how many calls they're getting. Also, calling early in the morning (THEIR TIME) gets you through a lot sooner. This works for all tech support issues. Remember, not everyone has a tech support work force like Cisco.

Now, if the product didn't work, do you actually think it would be number one? You have not listed the issues you're having other than you had a problem installing it and making it work. Well, which is it? You cannot install it or it doesn't work? What doesn't work? Is it running? What specific error messages are you getting? What is being logged in the application log file? security log file? Is the computer you installed it on connected to a switching or shared hub?

First rule in troubleshooting. If it's not working and it's not broken, it's your fault! Have you exhausted all your resources before calling tech support or did you just get frustrated and started calling? Also, if you're not getting support from anyone at the level you're at, you should always ask to have the call escalated.

by omie

let me tell you. I was able to install it but it didn't control ther network.
I tried doing the filter and it filtered the server but not the workstations.

The network is composed of xp, 98 and 2k.
on the server side.. it is WIN NT and it didn't work.

What version are you using now ? I did websense and it is a lot better in terms of configuration and stabilty. Again it is not only me who look at it. I had some friends tried their luck but we failed.

by Member 32001153

This sounds like the system running the web filter was connected to a switch or the shared hub, if it was connected to one did not lie between the router and the internal network.

Shared hubs flood all ports, switching hubs do not.

by omie

I know the difference between the hub and a switch and I am using 3300 3com switch.
I am confused on what you mean about shared hub or switch.

20 computers are connected to the switch at the MDF and the other are connected to the IDF and all workstations are not filtered so tell me what should I do with the switch. In the port configuration on the switch is that you are just limited to set a vlan, port speed , half or full, etc.. but I didn't see thing that I will configure it as shared port ...

thanks

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