This is crazy. My company has been in a total outage all day due to an updated IDR that didn't come back online, support ticket created (EDIT) 7* hours ago, and still not a peep on a critical severity ticket. It took 30 minutes of hold just to reach someone to create the ticket. When I call Juniper for off hours support it's no more than 3-5 minutes of wait.
It's every time I contact RSA now, I have to literally pester them for the support I pay out the @$$ on every year! Multiple times have I had a support engineer say they tried to contact for a scheduled call, when I've sat phone side for hours waiting for the call that never came through. When I finally reach out to them, it becomes clear the engineer didn't wake up as they are only over-seas (which I have no problem with, providing the support is solid, it isn't)
YOU'RE RSA FOR GOD SAKES; HIRE SOME PEOPLE!!!
(Why didn't I go with DUO or other??)
