Some background: I currently have a rack in a datacenter that has a sonicwall tz400. It does the job but whenever an issue (servers are down with no network connectivity) comes up and I contact support, I get nowhere. It eventually fixes itself without me doing anything. I would be on the phone with sonicwall support doing a lot of troubleshooting and making sure everything is set up correctly, would go through their basic troubleshooting with them but could never get the issue resolved. The last 3 times this happened the call ended with the technician saying "I am at the end of my shift" and instead getting someone else and explaining to them what they did and what the issue is, they would just push me to a different technician in the queue and will need to start over from scratch. To this day, I still don't know what the actual issue is after a lot of troubleshooting.
I am currently looking to replace my current sonicwall firewall with a netgate appliance with pfsense and getting the TAC Enterprise support for phone support.
The appliance I am trying to get is the XG-7100 1U. I just want to see and hear about other people's experience with their support during an emergency where there is an emergency concerning the appliance and servers are down due to it. I would like to know how quickly they will get back to you on email and on phone support and what the quality is like during emergencies.
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