Bob Warren wrote:
The person at the gateway of Rev technical support nowadays seems to be Jacque more or less exclusively, so I suppose the suggestion I am about to make is addressed to her.
Pretty much true for technical questions. Heather fields everything else, but if it involves scripting or engine behavior, the question gets placed into my queue. I work a couple of hours every morning (my local US time) and clear my queue daily. For non-US residents, that's often late afternoon or sometimes evening.
(But I am making it publicly so that other Linux users can benefit from the answer.) Jacque does a splendid job, but naturally her experience with Linux is less than it is with Macintosh and Windows. As I learned from my last contact with Rev technical support, she doesn't even have access to a Linux machine, so for example, instead of verifying a reported Linux bug in a couple of seconds, she needs to exchange a number of e-mails with the Linux user in order to adequately understand the problem.
Again, true. I have to ask someone on the team to verify and answer. There are a couple of people there who can do that, but they are not directly involved in tech support (nor should they be.) So you are right, I need to find someone to ask. On the other hand, I'm developing a list of common questions that I can now answer with boilerplate -- but if it isn't something pretty basic, I need to forward the question to a team member (and your stuff isn't basic. ;)) Due to the differences in time zones, they usually don't even see my request until the next day so there is an unavoidable lag which doesn't help either.
My question is, can something be done about this? Jacque: If you see that a simple Linux-specific question doesn't get answered on-List, is there a way that some kind of answer can be extracted from the Rev engineers?
Well, technically it would have to come through the support queue if you want to make sure I see it. I don't always read questions about things I'm not familiar with, I just assume someone else will answer. I do usually catch my own name though, so if you specifically ask me on the list I'll try to find out. I can't guarantee an immediate response, since it will depend on the availability of the people I need to ask, what time of day I see your question, and whether anyone on the team is around. But I'll forward to them when I see it.
One note of hope is that the whole unix engine is being rewritten and it is likely that much of what's broken now will be fixed soon. Or at least, that's the idea.
I am sympathetic to your position, if that helps. And I do intend to install some version of 'nix and get going with it when I get a chance. That can only help my own business, as well as the level of support I can provide to RR customers. I found Peter's recent list of distros very helpful in making a decision.
-- Jacqueline Landman Gay | [EMAIL PROTECTED] HyperActive Software | http://www.hyperactivesw.com _______________________________________________ use-revolution mailing list [email protected] Please visit this url to subscribe, unsubscribe and manage your subscription preferences: http://lists.runrev.com/mailman/listinfo/use-revolution
