On Sat, 27 Dec 2008, JF Mezei wrote:
The problem with oursourced first level support is that they are totally disconnected from real time operations and wouldn't be aware of problems that network engineers are currently working on.
Not always true. Our outsourced support in India were also our first layer of network troubleshooting, and they monitored everything related to the products they supported. They were almost always the first to call the engineers (in .us and .ca) to alert them of issues.
It's all about /what/ you hire them to do..... ...david --- david raistrick http://www.netmeister.org/news/learn2quote.html dr...@icantclick.org http://www.expita.com/nomime.html
