On Thu, 21 Dec 2023 at 09:21, Hank Nussbacher via cisco-nsp <cisco-nsp@puck.nether.net> wrote:
> It used to be TAC was a main selling card of Cisco vs competitors. Not > any longer :-( Don't remember them ever being relatively or absolutely good. Having one support channel for all requests doesn't work, because >99% cases are useless cases from people who didn't do their homework and are just wasting resources, so everyone optimises the process around dealing with those, which makes the experience feel horrible to the legitimate support cases. But vendors sell at premium cost different experience, Cisco calls it HTTS, it's not necessarily that you get better people, but you get named people who will quickly learn that the previous optimisation point doesn't work with you, because your cases are legitimate, so they don't perform the useless volleys in hope that the customer realises their error and doesn't come back, which is good strategy as it works often. Unfortunately HTTS is quite expensive and it feels backwards, that the people who are reporting legitimate problems in your product also have to pay more to get support. It often feels like no one buys Ciscos or Junipers, but leases them, as the support contracts are so outrageous, and you can't go without the support contracts. I'm not blaming Cisco or any other vendor, I think this outcome is a market driven fact. If I try to imagine that someone releases a new NOS, which works as well as Windows or Linux, in that the OS almost never is the reason why basic functionality of your product is broken, then I can imagine lot of my customers would choose not to buy this lease-level support contract, and I'd be out of business. Market requires NOS' to be of really poor quality. -- ++ytti _______________________________________________ cisco-nsp mailing list cisco-nsp@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-nsp archive at http://puck.nether.net/pipermail/cisco-nsp/