We experienced many of the same things with bringing our application level
problems to technical support. Although they are slow, they have reasonably
answered our issues when we followed up. Unfortunetly some of the items turned
out to be bugs that needed to be fixed but they did try to offer us work around
solutions.
Truefully, should we really expect much in the terms of application support from
Sun? We have used both Grant Thorton for architechture level support and
NuBase for application development support and found both these companies to be
very good and offer value added service for us. We now have a 24x7 support
agreement with NuBase and are happy with the arrangement. I suspect there many
other companies out there that can provide good support. Don't assume the 1st
one you try is necessarily any good. One thing that happens when you do use one
of these companies for 1st line defense, they have well established
relationships with NetDynamics such when they present a system problem they do
not have to jump through hoops to prove it and stand on their heads to get
attention.
Brian
Gregory Bohmer <[EMAIL PROTECTED]> on 11/03/99 10:04:54 AM
To: Paul Gentile <[EMAIL PROTECTED]>
cc: Fred Bruegmann <[EMAIL PROTECTED]>, [EMAIL PROTECTED],
[EMAIL PROTECTED], Howard
Westmoreland <[EMAIL PROTECTED]> (bcc: Brian Hurysz/NYISO)
Subject: Re: [ND] ND for two full years
I concur. And you better not ask any questions about a
Java client - fuhget aboudit.
-Gregory
Paul Gentile wrote:
> >> A better incentive might be to fix the problems in the tech support area.
> NetD's
> >> tech support is one of the worst I've ever had the misfortune to work
> with. I
> >> have one major problem (with the SAP PAC - almost useless) that's be
> sitting with
> >> no resolution since May of 98 - not exactly stellar performance.
>
> I can certainly agree with Fred here. If you call tech support with anything
> less than a "server won't start" problem, then you're waiting at least two
> weeks before they even take the time to associate themselves with the
> problem. We've had miserable experiences even though we have "Gold" service
> with a supposedly 24 hour response. If we bid two weeks to migrate a client
> from Nd3 to Nd4, we know we're on our own if we run into any trouble.
>
> Paul Gentile
>
> _________________________________________________________________________
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