Le 2010-10-13 20:05, Drew Jensen a écrit :
On Wed, 2010-10-13 at 17:00 -0700, Andy Brown wrote:
On Wed Oct 13 2010 16:13:08 GMT-0700 (PDT) Marc Paré wrote:
Support links are great but most medium to large business are not going
to wait for help on a mailing list or forum, they don't have the time.
That is what I see the 'ads' pointing to. Basically that if you use
open source the instant support, like a help desk, is not there. It is
not there and can not be at no cost to the end user. The OOo site was
links to paid support but I have no idea how often it was used.
Hi Andy,
There was a presentation on just this subject at this years OOoCon - not
sure if it is available as a video somewhere - yes it is an issue and we
really need to deal with it, IMO.
Drew
No better time than now. We should make sure that the user support links
on our webpages are clearly well placed and visible. How about reviewing
this right now? Let's take a look at where the links are and if they
need new placement, let's do it now.
We should use this video to analyse the main complaint -- support and
show how wrong it is.
We should all be on the user support mailist (yes I am on it) to assure
quality and familiar support to users. Nothing better than a familiar face.
We will also need something similar to "corporate support" (maybe set
this up in the very near future) with help with devs who could trouble
shoot networked installs of LibO distro. Again, here, familiar faces
count for a lot.
I have been part of many school board It committees examining the use
OpenOffice installs and this is one of the main reasons/complaints
behind not adopting the distro. For some reason the view is that the
OpenOffice support is inferior to anything else, even if the help
tickets going to MS Office product lines take 2-3 days to get back to
you -- not only that, but this poor support is actually paid support.
I happen to think/know that the Ooo user support online is one of the
best support services anywhere. Very few support systems free or paid
can come close to it. We just advertise this and make good on it.
Support will sell the concept.
Marc
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