I also wanted to pipe in with my frustration with ND Tech Support. At best,
I get a "stem the bleeding" suggestion (not a true fix) but mostly, the
suggestions I get from them seem to be complete shots in the dark with no
basis in logic or explanation of why what they're suggesting might actually
work (often, they don't do any good). I'm trying to get assistance from them
right now and I have formally requested for an escalation because our app
server has been going down every single day for 1 week and they haven't even
bothered to respond to my email yet. While I can understand that every
problem can't be fixed immediately, it is their apathy and their complete
lack of understanding of the urgency of the situation and the impact on our
users, that really bothers me.
Brian, can you tell me a little bit more about the support arrangement with
NuBase?
Thanks,
Anisha
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]
Sent: Wednesday, November 03, 1999 7:37 AM
To: Gregory Bohmer
Cc: Paul Gentile; Fred Bruegmann; [EMAIL PROTECTED];
[EMAIL PROTECTED]; Howard
Westmoreland
Subject: Re: [ND] ND for two full years
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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