On Thu, 2008-07-17 at 12:52 -0500, [EMAIL PROTECTED] wrote:
<snip>
> I don't necessarily feel that a corp should be able to buy direct tier 2/3
> support except through the employement of RHCX level staff. Maybe enhance
> the support system so that customers can associate RHCX to their support
> logins[1] and so if one calls in they have an option of immediately
> escalating. This would be based on the assumption that RH should trust
> their own certs enough to realize that having an RHCE goto through the
> speil with a tier 1 tech tends to be a waste of both sides time and
> resources.
When I worked in the IT dept. supporting our customized RHEL-based
distro, we paid Red Hat for a TAM (technical account manager). The
problems still took 6-9 months to fix in many cases, but our TAM was
fighting for our issues with internal Red Hat product mgmt, engineering,
etc.
It we just had used Issue Tracker without the TAM, many of our bugs
would have been disregarded or taken over a year (or next major release)
to fix.
Unfortunately this means smaller companies are less likely to have their
critical bugs fix since they cannot afford a support contract with a
TAM. The TAM was invaluable, although he was caught between a rock and
a hard place many times. He understood our needs and wants and he had
to balance them with Red Hat's ability to fix the problems, add features
in the middle of a release, etc.
Having dealt with Novell, Sun, NetApp, etc., I'd say Red Hat is doing a
good job in general (with room for improvement). If you're just paying
your subscription costs and don't have an established service contract,
I don't think it's much better than Bugzilla....
/Brian/
--
Brian Long | |
. | | | . | | | .
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C I S C O
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