Paul,
Thanks for your speedy response.
You are right, I don't understand how your support operates and I don't
understand your policies esp. regarding non-US customers.
Your support has not replied to me at all after I logged the problem in
the GTA support center website. He could have advised me of those
policies or given me a support address in Germany. If somebody would
have dropped me a short line saying, "Your request was forwarded to xyz
in Germany" I would have surely felt better. You don't mention anything
about not processing non-US support requests in your GTA support center
website.
Besides that, by looking at the issue, you can easily see that this is
not a question about configuring GB-Ware or something like that. I don't
think your reseller in Germany will be able to help much with this
problem.
BTW, I have been working with and using GTA products since 1998 and have
recommended them to numerous customers and colleagues. I'm still excited
by your product, but honestly I think the your support policy is making
things very difficult.
Markus
> -----Original Message-----
> From: Paul Emerson [mailto:paul_at_gta_dot_com]
> Sent: Tuesday, July 03, 2007 6:17 PM
> To: Markus Neurohr
> Cc: gb-users_at_gta_dot_com
> Subject: Re: [gb-users] GB-Ware 4.0.4, Mail Sentinel
> Antivirus stopped working after reboot
>
> Markus,
>
> I believe GTA provides excellent and responsive technical
> support. We have done so for over 15 years with tens of
> thousands of customers. I'm sorry you are having problems.
> However I think you may not understand how our support operates.
>
> Actually you don't have a support contract with GTA. What you
> do have is a GB-Ware Annual Maintenance contract which entitles
> you to upgrades from GTA, not support. Additionally you have
> some paid subscriptions. These are not support contracts. GTA
> doesn't offer direct support contracts outside of North
> America. All support contracts outside of the NA are provided
> by local partners.
>
> Any support request GTA receives for customers outside the USA
> are forwarded to the local partner. Your requests were
> forwarded to NIIT, our partner in Germany.
>
> Paul Emerson
>
> On 7/3/07 at 11:40 AM markus.neurohr_at_realobjects_dot_com wrote:
>
> >Hi,
> >
> >I already logged a support request regarding this issue with GTA on
> >Sunday, their response until now: NULL! We have a paid
> support contract,
> >but they really seem to have difficulties providing their service!
> >
> >Here is the problem: The Mail Sentinel Antivirus is no longer working
> >after a reboot of the firewall:
> >
> >The log contains errors like this:
> >
> >...
> >Jul 3 17:09:30 pri=4 msg="SMTP: Close" smtp_action=pass virus="error
> >...
> >
> >...
> >Jul 3 16:50:34 pri=3 msg="kernel: pid 111 (smtp), uid 0 on
> /var/config:
> >file system full"
> >...
> >
> >Jul 3 16:43:03 pri=3 msg="SMTP: Unable to load Anti-Virus
> rules; Engine
> >is busy (4)" proto=smtp
> >...
> >
> >Jul 3 16:04:53 pri=4 msg="SMTP: Unable to download
> >/var/config/mail/kav/bases/krndos.avc (Unknown SSL protocol error in
> >connection to als2.gta.com:443 ; 35)" proto=smtp
> >
> >I have already tried disabling Mail Proxy, then expert/diskpurge,
> >reboot. Did not help.
> >
> >There was no configuration change.
> >
> >Any ideas?
> >
> >Markus
> >
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