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unified-threat-management-worldwide trustwave All Markets > Unified Threat Management, Worldwide

Trustwave

3.0 out of 5.0 (1 ratings)

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  • 3 out of 5.0, Reviewed

    Product(s): Trustwave Unified Threat Management

    Good product in theory, but reliability can be an issue.

    Overall Comment

    We deployed nine Trustwave UTM devices across our locations to conform to PCI Compliance policy changes that our company and our client implemented several years ago. While the devices are configured by Trustwave and sent out to us, they do their job fairly well in protecting credit card data while deployed on the network. When they work, they work great. Unfortunately in the first year of deployment we replaced five of the nine devices and have replaced every single one at least once within the first three years of operation. These failures have been detrimental to our business as we lose the ability to take credit cards at the site until an IT person can get out there to either replace the device or temporarily move it to another network until a replacement device can be shipped. The technical support from Trustwave can be difficult at times because when the box goes down and cannot get to an outside website, Trustwave requires you to plug in a 56k USB modem to the Trustwave so they can remote in and look into the system. The problem with this configuration is that most of our locations do not have analog lines accessible close to the devices so we cannot effectively troubleshoot them. We are currently looking at a new implementation to replace these devices after three years of deployment.

    What one piece of advice would you give other prospective customers?

    Make sure you demo these devices and ensure that they will be reliable for your implementation.

    What do you like most about the product or service?

    When the product works, it does a great job of providing security and meeting our PCI compliance requirements.

    What do you dislike most about the product?

    The overall reliability has been terrible on the devices which we implemented.

    What one thing do you wish the vendor did differently?

    Provide a better method for remoting into the box beyond just using a 56k dial-up modem.

    If you could start over, what would your organization do differently?

    I think we would look at several more products and look at some different solutions to implement a credit card solution that would not require a UTM device like this.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
3.0

Ability to understand your organization's needs

(1)
3.0

Timely and complete response to product questions

(1)
4.0

Pricing and contract flexibility (pricing and terms)

(1)
3.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
4.0

How long did your deployment take?

0 - 3 months (<3)


Ease of integration using standard APIs and tools

(1)
4.0

Quality and availability of end-user training

(1)
4.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
2.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(1)
3.0

Quality of technical support

(1)
2.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
3.0
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Development/Integration

End User Support Manager

Implementation, Maintenance or other IT support

User Training


Why did you purchase the software or service? Multiple responses allowed.

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Financial/organizational viability

Overall cost

Product functionality and performance


In which region(s) did your deployment take place? Multiple responses allowed.

North America