It depends on the nature of the case. We try and open all cases as SA to avoid blowing premier hours. On occasion you can indicate that a case was mistakenly opened as premier when it was an SA case. If you have a TAM they have a presentation on their services level offerings that they will give your engineering team (they often give it to managers but it's really an engineer level presentation as you are the ones calling). It's interesting to sit through and can help you use the right terminology with the support people depending on if you have an issue vs a fire.
I will say, it's good to have a good TAM. On Fri, Jul 31, 2009 at 2:42 PM, Brian Desmond<[email protected]> wrote: > I'm not sure exactly how SA incidents work out on the backend in terms of who > deals with them (never really had this anywhere). I do know that if you have > a premiere case that is taking a lot of hours it's the sort of thing where if > you have a chat with your TAM they can convert that into an SA incident on > the backend and then you don't blow through all the hours. > > Thanks, > Brian Desmond > [email protected] > > c - 312.731.3132 > > > -----Original Message----- > From: Steven Peck [mailto:[email protected]] > Sent: Friday, July 31, 2009 4:08 PM > To: NT System Admin Issues > Subject: Re: Is there a SharePoint Expert that can help me out? 2.0 - 3.0 > PROBLEMS > > Keep in mind that if you have software assurance, you can pay for SA support > contract. This is not as onerous as paying for a TAM support level either. > We do have a TAM, but on several product lines we have SA support. We tend > to use our SA support more then our premier support. Granted we can escalate > an SA ticket to a premiere support if needed, but even our environment rarely > needs it. I am tied into the SA on Exchange and LCS/OCS which came in handy. > I believe we also have SA support on MOSS as well. > > Some of our products are on SA email only and others on Email / Phone support > depending on how visible/critical they are. > > Steven > > On Fri, Jul 31, 2009 at 1:40 PM, Brian Desmond<[email protected]> wrote: >> Right so deploying LUA is a project. Have to separate projects and >> operations. If you can make operations a small part of your team's days then >> you have more time for projects. Projects are the fun stuff but ops are what >> most people measure you by. This is one of those ongoing issues with IT orgs >> as they need to do both. I've seen some large ones split into two orgs - one >> ops one engineering/projects. Solves the problem but tends to have a lot of >> political side effects. >> >> Thanks, >> Brian Desmond >> [email protected] >> >> c - 312.731.3132 >> >> Active Directory, 4th Ed - http://www.briandesmond.com/ad4/ Microsoft >> MVP - https://mvp.support.microsoft.com/profile/Brian >> >> >> -----Original Message----- >> From: Kurt Buff [mailto:[email protected]] >> Sent: Friday, July 31, 2009 3:31 PM >> To: NT System Admin Issues >> Subject: Re: Is there a SharePoint Expert that can help me out? 2.0 - >> 3.0 PROBLEMS >> >> While I agree with the general approach, I believe that my higher impact >> task is to get LUA implemented. Not that we can't/shouldn't do as you >> suggest anyway, but I'm over 90% certain that most of our problems are >> end-user configuration issues. The other thing is that my two guys are >> relatively young in their careers, although they are very sharp, and they >> are still learning many of the fundamentals. >> >> I'll be reviewing the ticketing system too, to see if I can pick out >> anything that could be done better. >> >> Kurt >> >> On Fri, Jul 31, 2009 at 13:01, Brian Desmond<[email protected]> wrote: >>> What I would suggest doing is have everyone on your team make a list of the >>> tasks they do, each time they do them for a couple weeks. At the end tally >>> it all up and see where you're spending your time and then dedicate time to >>> figuring out how to automate as much as possible of the top tasks. Even if >>> it's a really amateur script, getting that step done means you can spend >>> your time on something else. >>> >>> Three good people is enough to run A LOT of stuff if you're efficient about >>> it. >>> >>> Thanks, >>> Brian Desmond >>> [email protected] >>> >>> c - 312.731.3132 >>> >>> Active Directory, 4th Ed - http://www.briandesmond.com/ad4/ Microsoft >>> MVP - https://mvp.support.microsoft.com/profile/Brian >>> >>> >>> -----Original Message----- >>> From: Kurt Buff [mailto:[email protected]] >>> Sent: Friday, July 31, 2009 2:39 PM >>> To: NT System Admin Issues >>> Subject: Re: Is there a SharePoint Expert that can help me out? 2.0 - >>> 3.0 PROBLEMS >>> >>> Yeah, I find it highly unlikely that our execs would see the benefit in >>> shelling out that kind of cash annually, but I sure do wish they would. >>> >>> I may try to make the case anyway, especially given that I'm running >>> especially lean after losing one of my team and not getting a replacement. >>> It's just three of us on the Infrastructure team, supporting the users and >>> all of the associated servers, routers/switches/firewalls, printers, >>> Blackberry, etc. >>> >>> Gotta be cheaper than hiring another guy, if I can get my team (and >>> me!) up to speed on the things we're supporting. I know we can be a >>> lot more efficient, but that's partly politics (getting policies >>> approved and being allowed to enforce them) and partly education >>> (just how do you get end users to not be Administrators on their >>> workstations for these 12 apps, and how can we deploy them >>> automagically via GP, among many other questions?) >>> >>> Kurt >>> >>> On Fri, Jul 31, 2009 at 12:18, Brian Desmond<[email protected]> wrote: >>>> There's a base one that doesn't have a lot of the benefits that's in the >>>> $15K range annually. Premiere works on a hours basis - you buy a block of >>>> hours and can use them for various things, support, training, onsite >>>> engagements, etc. >>>> >>>> Agreed it's unlikely to make sense for a small firm on the outside, but, >>>> if your business depends on your IT systems and you lose money when they >>>> break, it's insurance. With a pro case there's no SLA to escalate a Sev A >>>> case to CPR at the four hour mark. >>>> >>>> Thanks, >>>> Brian Desmond >>>> [email protected] >>>> >>>> c - 312.731.3132 >>>> >>>> >>>> -----Original Message----- >>>> From: Kurt Buff [mailto:[email protected]] >>>> Sent: Friday, July 31, 2009 12:32 PM >>>> To: NT System Admin Issues >>>> Subject: Re: Is there a SharePoint Expert that can help me out? 2.0 >>>> - 3.0 PROBLEMS >>>> >>>> Just how much does a premier contract cost? When you are a manufacturing >>>> company of less than 300 people, I doubt you can afford it. >>>> >>>> So far all this discussion does is warn me to stay away from SharePoint. >>>> >>>> Kurt >>>> >>>> On Fri, Jul 31, 2009 at 07:24, Brian Desmond<[email protected]> wrote: >>>>> A lot of this is also a function of the fact that you get totally >>>>> different support if you ╨м и т Уre calling on a pro case (when you >>>>> call and put it on a credit card) versus a premier contract. >>>>> Premiere support comes with SLAs, a TAM to complain to, etc. The >>>>> pro cases folks are outsourced and come with none of that. You get what >>>>> you pay for essentia ╤ ╨м д а т Э Хв >>>>> >>>>> >>>>> >>>>> Thanks, >>>>> >>>>> Brian Desmond >>>>> >>>>> [email protected] >>>>> >>>>> >>>>> >>>>> c - 312.731.3132 >>>>> >>>>> >>>>> >>>>> From: Rob Bonfiglio [mailto:[email protected]] >>>>> Sent: Friday, July 31, 2009 9:03 AM >>>>> To: NT System Admin Issues >>>>> Subject: Re: Is there a SharePoint Expert that can help me out? 2.0 >>>>> - 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> I had a call once that last for about 12 hours...but that was >>>>> mostly b/c the SharePoint engineer didn't seem to know much about >>>>> SQL...after about 10-11 hours of working he got a SQL engineer on >>>>> the phone and it was fixed pretty quickly. >>>>> >>>>> On Fri, Jul 31, 2009 at 9:42 AM, Carol Fee <[email protected]> wrote: >>>>> >>>>> +1 on that. You really did get lucky. PSS for SharePoint and MOSS >>>>> +is not >>>>> spiffy. >>>>> >>>>> >>>>> >>>>> CFee >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> ________________________________ >>>>> >>>>> From: Ken Schaefer [mailto:[email protected]] >>>>> >>>>> Sent: Thursday, July 30, 2009 8:05 PM >>>>> >>>>> To: NT System Admin Issues >>>>> Subject: RE: Is there a SharePoint Expert that can help me out? 2.0 >>>>> - 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> Four hours is nothing ;-) >>>>> >>>>> >>>>> >>>>> We ╨м т т Уve had PSS calls open for weeks with SharePoint. Had >>>>> another SharePoint + DPM issue that went all the way back to the >>>>> PGs to have them figure out which of the two products (or how they >>>>> were >>>>> interacting) was breaking DPM. I think that was 6 weeks all up. >>>>> >>>>> >>>>> >>>>> Cheers >>>>> >>>>> Ken >>>>> >>>>> >>>>> >>>>> From: Marty Nelson [mailto:[email protected]] >>>>> Sent: Friday, 31 July 2009 1:03 AM >>>>> To: NT System Admin Issues >>>>> Subject: RE: Is there a SharePoint Expert that can help me out? 2.0 >>>>> - 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> I ended up on the phone with MS for four hours so something went >>>>> really wrong and thank god they knew where to fix it! >>>>> >>>>> >>>>> >>>>> Thanks again for the suggestions. >>>>> >>>>> >>>>> >>>>> -Marty >>>>> >>>>> >>>>> >>>>> From: Ken Schaefer [mailto:[email protected]] >>>>> Sent: Wednesday, July 29, 2009 6:20 PM >>>>> To: NT System Admin Issues >>>>> Subject: RE: Is there a SharePoint Expert that can help me out? 2.0 >>>>> - 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> The Configuration Database is an SQL Server (or MSDE) database somewhere. > ┬ а ░ В м ╨а ╨м и т Уs usually called SharePoint_Config (for > MOSS at least). >>>>So, you >>>>> have to have SQL Server or MSDE somewhere, and it needs to be hosting >>>>> this database. >>>>> >>>>> >>>>> >>>>> You can run the SharePoint Technologies Configuration Wizard to >>>>> reconnect to the database, but you obviously need to know what your >>>>> SQL Server name/instance is... >>>>> >>>>> >>>>> >>>>> Cheers >>>>> Ken >>>>> >>>>> >>>>> >>>>> From: Marty Nelson [mailto:[email protected]] >>>>> Sent: Thursday, 30 July 2009 3:49 AM >>>>> To: NT System Admin Issues >>>>> Subject: RE: Is there a SharePoint Expert that can help me out? 2.0 >>>>> - 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> Sorry, a little more info. This is running on a W2K3 SP@ machine with >>>>> IE7. >>>>> Now it В м ╨ т Уs degraded to the point to where I cannot even >>>>> connect >>>>> to the central management page. Say ╨м ╨а │Cannot connect to the >>>>> configuration database. ╨д ╨а >>>>> >>>>> >>>>> >>>>> Now when I set this up originally YEARS ago, I accepted all of the >>>>> defaults and now have no idea where the data resides. I have ~* >>>>> very lightly used SharePoint sites, none of which are available at the >>>>> moment. >>>>> >>>>> >>>>> >>>>> This database error is a new phenomenon since I last posted >>>>> >>>>> >>>>> >>>>> Thanks, >>>>> >>>>> >>>>> >>>>> -Marty >>>>> >>>>> >>>>> >>>>> From: Marty Nelson [mailto:[email protected]] >>>>> Sent: Wednesday, July 29, 2009 10:20 AM >>>>> To: NT System Admin Issues >>>>> Subject: Is there a SharePoint Expert that can help me out? 2.0 - >>>>> 3.0 PROBLEMS >>>>> >>>>> >>>>> >>>>> So I started the workup to this upgrade yesterday. Got all of the >>>>> prereq stuff loaded, ran a prescan everything came back dandy. Ran the >>>>> upgrade, >>>>> looked like it finished with no problems. And tha д м ╨в д ЦУs >>>>> where it fell off of >>>>> a cliff. Looking at the upgrade.log file there are some errors and >>>>> failures, but I have no idea what it means, much less how to fix them. >>>>> If there м т и ЦУs anyone out there that can help me out I would >>>>> greatly appreciate it! >>>>> >>>>> >>>>> >>>>> FWIW, these are the instructions В м ╨а ЦУve been following: >>>>> >>>>> >>>>> >>>>> http://technet.microsoft.com/en-us/library/cc424954.aspx >>>>> >>>>> >>>>> >>>>> PLEASE HELP! >>>>> >>>>> >>>>> >>>>> -Marty >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>> >>>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >>>> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ >>>> >>>> >>>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >>>> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ >>> >>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >>> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ >>> >>> >>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >>> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ >> >> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ >> >> >> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ >> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ > <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
