On Tue, 14 Nov 2006 13:34:40 -0500, Thompson, Steve (SCI TW) <[EMAIL PROTECTED]> wrote:
>... >In my opinion opening tickets at SEV2 does not solve the problem. But >SEV1 gets that call back within 2 hours and the reduction in severity to >where it should be (perhaps to SEV3?). IBM departmental managers might >get unhappy, want to talk with your management, and when they [IBM] gets >told, we are paying for support, and the support system is broken more >than it is up... >... I see 2 problems with this. 1. The inflated issue gets given to the support team as a sev1 and may take them away from sev2 problems (which may be mine!). And it may get you known as an inflater. They aren't appreciated. I try to stay on good terms with the service teams I work with (and am often not successful). 2. If you eport a sev1 problem you have to treat it as sev1 (until it gets lowered). That includes working on the problem in the middle of the night if that's when IBM comes up with something. That's absolutely appropriate for a real sev1 problem, but not so good for a sev2 or 3. You may get what you asked for rather than what you need. Pat O'Keefe ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
