Thats what I saw in the past. You can get
valuable support from
some companies if you pay for that. But a lot
of them take the
money and present you some music over the
phone if you call their
hotline.
If you really need online support, you
- have to find the company providing that in
reality (not just on the paper) and
- to pay.
But you allways will need a good admin.
They often define a response time meaning the
time within a guy will call back
asking what happened. The time after that
your problem has to be fixed will never
be defined.
In real life it will take some calls to get
the rep you need. So if there is a
response time of 1 hour defined it could easy
take 2 days to get a fix. To do it
directly with the appropriate experience
probably would take 15 minutes.
Wolfgang Rau
[EMAIL PROTECTED]
"Crumrine, Gary L" wrote:
>
> On paper this all sounds idyllic, but in reality it never works out that way
> I am afraid. I think it is generally expected that the only time a vendor
> touts response time will be during the sale... after that, there seems to be
> some disconnect.... until the yearly license renewal comes up that is...
>
> You get what you pay for in this business. If you can afford 24x7 onsite
> support, certainly you are going to get better service than if you rely on
> multi layered responses over the phone.
>
> Making a call to say I am on it may be a sign of courtesy, but it does not
> get the client back on line.
>
> I look very hard at the service I get during the year, and do not hesitate
> to change resellers if there is a major problem. But not before voicing my
> concerns and giving them an opportunity to resolve the issue. And as far as
> pricing goes, I think there will be some that will try to get by on the
> cheap...but if I find a vender I am confident in and have received good
> support from, I will gladly pay him a little more for that service. In the
> long run, I have found that cheap in not always cost effective.
>
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