On Thu, Jul 17, 2008 at 11:52 AM, <[EMAIL PROTECTED]> wrote: > > > [EMAIL PROTECTED] wrote on 07/17/2008 12:40:49 PM: > >> On Thu, Jul 17, 2008 at 11:27 AM, <[EMAIL PROTECTED]> wrote: >> > >> >> Wow! I thought I was the only one seeing such long times to resolve >> >> support issues. >> > >> > this is going to come across very negatively, but I have to honestly > state >> > that I can hardly remember an instance where a support issue was solved > (I >> > know there was 1 or 2 that I was involved in) by the technician and not >> > myself, if it was ever solved at all. I've seen little actual benefit > to >> > my support contracts, at least where I was involved. Most of my > colleagues >> > that don't have the same skill set and/or background may feel > differently. >> > >> >> One of the reasons I left Red Hat support a while back was because the >> questions had gone down in skill needed to answer. When 19 out of 20 >> questions were being answered by reading a man page to user... it was >> no longer fun to work in Support. I found that working at other >> places, it was pretty much the same situation... many of the questions >> could be answered by doing some research, but most people did not seem >> to know how to do that. > > very valid point... and due to the constantly growing install base of Linux > I can only imagine that it will get worse. I'd imagine that it wasn't such > a bad gig 10 years ago. >
11 years ago it was great.. most of the people were 10+ year Unix admins trying to get RHL enterprise like. 3 years later it was mostly telling people how to plug in their computer. >> > admittedly I'm an RHCE, but if as a customer I can't call in and expect > to >> > have a tech that can help me*, maybe they need a better support > procedure >> > for those customers that know more than the average tier 1 tech. >> > >> >> Probably, but it usually the customers who want tier 2/3 techs don't >> want to pay for them (or as one boss at a big corp told me, if we >> wanted that we wouldn't be paying for you :).) > > I don't necessarily feel that a corp should be able to buy direct tier 2/3 > support except through the employement of RHCX level staff. Maybe enhance > the support system so that customers can associate RHCX to their support > logins[1] and so if one calls in they have an option of immediately > escalating. This would be based on the assumption that RH should trust > their own certs enough to realize that having an RHCE goto through the > speil with a tier 1 tech tends to be a waste of both sides time and > resources. > > > -greg > > > [1] Don't even get me started on how jacked up the support login system is > already... unless you really wanna know. Lets just say it is an improvement... but not much of one (sort of improving from having your toenails pulled out by pliers to pungi sticks in the soles of the palms and feet. The big issue is that getting to a higher level costs more.. (say if RH pays 60k for a level 1 and 80k for a level 2 and 100k for a level 3 (numbers pulled out of the air (not counting benefits like health/retirement/building space/etc) and more people are wanting access to 2/3 because they have RHCE's.. then your company would have to pay for your RHCE, your possible higher salary (for being better qualified than someone else) and a higher amount to get more time from that 3. A lot of companies balk at that and say they can go with 2 out of the 3 :). -- Stephen J Smoogen. -- BSD/GNU/Linux How far that little candle throws his beams! So shines a good deed in a naughty world. = Shakespeare. "The Merchant of Venice" _______________________________________________ rhelv5-list mailing list rhelv5-list@redhat.com https://www.redhat.com/mailman/listinfo/rhelv5-list
