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How good is a product, when the support for it SUCKS?
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Something I see get overlooked often in reviewing products, especially expensive security products, is support. I've done hundreds of product reviews over the years and numerous benchmarking comparisons to find the best software/hardware for the job. Early on I took for granted the type of support and the ease of access to qualified technical support staff, now it is my 2nd priority when investigating any product.
