> Wow! I thought I was the only one seeing such long times to resolve > support issues.
this is going to come across very negatively, but I have to honestly state that I can hardly remember an instance where a support issue was solved (I know there was 1 or 2 that I was involved in) by the technician and not myself, if it was ever solved at all. I've seen little actual benefit to my support contracts, at least where I was involved. Most of my colleagues that don't have the same skill set and/or background may feel differently. admittedly I'm an RHCE, but if as a customer I can't call in and expect to have a tech that can help me*, maybe they need a better support procedure for those customers that know more than the average tier 1 tech. as far as regressions... I'll admit I'm in more of a developer scenario now than my old sysadmin job but there are only 2 primary ones I've seen (and actually are the primary ones I can think of that the tech was able to either fix, or at least explain somewhat.. interesting). A very old bind package break was the first. The other was a recent issue with our document directory structure on RHEL5 on ext3. Our RHEL3 boxes perform over 300% faster accessing our structure than the same structure on RHEL5. Of course the final answer was, "new method is better, redo your structure or turn it off". Its a tough call on what the direction should have gone, but I think that it should have been evaluated for a fix *shrug*. There is never a perfect algorithm, so it would always be hard to judge w/o major evaluation and testing. -greg _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
