Unpopular opinion: Their support has gotten worse in the last year

brookel · 2026-07-28T19:01:18Z

Maybe I'm crazy, but has anyone else felt a real drop in support quality? I've been running their virtual appliance for a couple years now, and the last few tickets have been rough. Used to get a knowledgeable engineer pretty quick. Now it feels like endless triage loops and scripted responses that don't match my actual issue. Waited over 72 hours for a non-critical, but still important, config question last month. For the price, I expected better. Starting to look at open-source firewall alternatives I can self-host. 😕 —Brooke