Munson, Jacob wrote: >> >> 'Supported' means when if it falls over in a big steaming mess at 9am on a >> Monday, I can phone someone else and have them come fix it because they >> promised it would work.
I have never seen a support contract where they promised it would work, only support contracts where they promised they would respond within X hours to try to make it work. > Right, but you can do that anyway, right? There are always contracting > companies around that will gladly take your money to fix things for you. Sure there are. For instance, we sell that sort of support. But there is a catch: if you don't already have a contract, you don't know the 24/7 phone number. So for new customers it is effectively 'next business day' support and not 'X hour' support. Also, high end support requires access to the source code. Hence this type of support is much more prevalent in the Open Source arena then in the closed source arena. (And that is not just for 'help it crashes' support, when I was working with tweakers.net to tune PostgreSQL for this benchmark I repeatedly checked the source code to make sure we did the right thing.) Jochem ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Create robust enterprise, web RIAs. Upgrade & integrate Adobe Coldfusion MX7 with Flex 2 http://ad.doubleclick.net/clk;56760587;14748456;a?http://www.adobe.com/products/coldfusion/flex2/?sdid=LVNU Archive: http://www.houseoffusion.com/groups/CF-Talk/message.cfm/messageid:263406 Subscription: http://www.houseoffusion.com/groups/CF-Talk/subscribe.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=11502.10531.4
