I hope that Sun will be
smart enough to address
the on-going neglect of
this section of their
"Enterprise" market.
The company (Sun) is
becoming BIG (in influence
and size) like another
computer company in
Redmond ... size
may breed apathy.
> -----Original Message-----
> From: VASWANI,ANISHA (HP-SanJose,ex1) [SMTP:[EMAIL PROTECTED]]
> Sent: Wednesday, November 03, 1999 11:50 AM
> To: '[EMAIL PROTECTED]'; Gregory Bohmer
> Cc: Paul Gentile; Fred Bruegmann; [EMAIL PROTECTED];
> [EMAIL PROTECTED]; Howard
> Westmoreland
> Subject: RE: [ND] ND for two full years
>
> 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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