> Again, you are incorrect in the point that was being made. > > Without the technology, there is no way to provide the service. > > Without understanding the technology, there is no way to > provide the quality of service.
But it is possible to dleiver that quality of service using many economic levels. When a software company decides whether it is going to test its software by hiring five QA engineers in the US vs. contracting for 20 in Sri Lanka vs. engineer-driven cross-testing vs. a wide open public test, that's an economic decision, as long as the expertise is somewhere in the system. Similarly, as long as customers can get the 80% solution handled by their direct support, and their direct support is further supported by a wholesale supplier, the customer is served. The decision of whether to do this or to go it alone is a business decision -- when implemented well, it results in no discernable difference in quality of user service, and by allowing the reseller to focus on user service instead of in-house technical knowledge, it can provide a superior customer offering. > With Tucows now encroaching in this area, the service is > offered by Tucows, not by the reseller. All the reseller > becomes is window dressing. Everything is perception. You may call it "window dressing" -- I call it service. Otherwise, why would any company, for instance, buy a tape library and backup software from a reseller when they can buy it directly from the "experts" -- the original supplier? Superior service, that's why. > You seem to think it is ok to do that. But then, you are > also anti-commercial, and probably would think anything that > hurts the commercial end of the business is a good thing. No, in this case it's my day job speaking. I've worked for "heavy technology" companies for years. I've lots to inferior technologies and won over superior technologies (and, of course, the other cases too). In each case, though, our "owning" the technical expertise was of minimal benefit to the users. > Tucows is removing one of the key things that differentiated > the good resellers from the mediocre, the ability to offer > these types of services. Those are your definitions of good and mediocre.
