Disappointed with Support

mauinumber1 · ‎11-04-2016

I have a ticket 256857 that's been open for 2 days. Disappointed that I have not heard from support this long. I wanted to present this to my Director but instead I will have to inform him that support is no help after 2 days. We were thinking of getting the enterprise version, but if support is this helpful, I'm not sure if this product will be a good fit for our hospital.

rotblitz · ‎11-05-2016

What service are you using? And what service level are you subscribed to?

If it is OpenDNS Home free, then this is e-mail support with a supposed response time of 72 hours during business days (Mon-Fri). Depending on the workload it can take longer.

Did you expect Enterprise level support for a free service? Really?

For the Enterprise levels the following support options are available:
https://www.opendns.com/enterprise-security/support/

Btw, using a Home version within an organization is not allowed anyway. They'll lock you out of the service if they become aware...
Still disappointed? Or are you just immodest?

"I'm not sure if this product will be a good fit for our hospital."

This could well be the case. Who would like to have customers like this?

mauinumber1 · ‎11-05-2016

Thank you for your response. That was nice of you. :) I'm using Home free. It also nice to know that support will answer of 72 hours during business hours (M-F).

I did not expect Enterprise level support. I wanted just to get an answer. Since you mentioned above, maybe I'll wait.

Thank you for the link.

I'm not using Home version at any organization. Just using at home. I did say I wanted to present the enterprise version to my boss, but he wanted me to try the home version first to see what kind of product this is. I know there is demo for enterprise, but he didn't want to try it until we further investigate it. That's all.

No I'm not "Still disappointed," I'm just glad I got a response. Not immodest either. Again just glad someone responded.

So back to my original issue. How do I get my IP released, so I can add my network? It says network already exists.

Anyway, I do want to apologize for outmost rude comments. I do think OpenDNS might be a solution for my home and for my workplace. Hope you can forgive me :).

rotblitz · ‎11-06-2016

No worries!

You did the right thing with raising a support ticket for this issue.

Maybe you can help yourself too. In case your ISP provides you with a dynamic IP address, try with disconnecting and reconnecting your internet connection to possibly obtain another IP address which you can register with your OpenDNS network then.

mauinumber1 · ‎11-06-2016

I did that hoping to get a new IP address couple days ago. No luck :(.

rotblitz · ‎11-06-2016

Then you must be patient, waiting for your ticket to be actioned.

mauinumber1 · ‎11-06-2016

I'll be patient. Does OpenDNS have this issue all the time? Where my dynamic IP address is being used. I'm curious because my email is new to OpenDNS.

rotblitz · ‎11-06-2016

Well, it's not OpenDNS having an issue here, but lazy users not keeping their IP address registrations up to date. Then OpenDNS has the issue to release those orphaned dynamic IP addresses like in your case. Unfortunately you inherited such an IP address by chance when your IP address was changed by your ISP.

"my email is new to OpenDNS"

Not sure if I understand what your e-mail address has to do with this...

mauinumber1 · ‎11-06-2016

I meant my account is new. Oh well. Maybe I should call my isp and ask if they can release and renew. I really want this to work. Actually I'm excited to make this work :)

mauinumber1 · ‎11-07-2016

Everything is working now. I asked my ISP to release and renew and its all good. Added my network and now I can see traffic and I can block things. Is the enterprise version similar, but with more bells and whistle?

Thank you for your help and your response. I do appreciate it!

rotblitz · ‎11-08-2016

"Is the enterprise version similar, but with more bells and whistle?"

Fare more bells and whistles than similar. There's very advanced threat protection, and there's real-time traffic monitoring, and much more.
Feature list: https://www.opendns.com/enterprise-security/threat-enforcement/packages/