On Sat, May 26, 2012 at 2:53 AM, Jon Stanley <[email protected]> wrote: > In reality "layered product folks" is GSS. They get *all* support > inquires, no matter how large the customer. If they have a TAM, that > TAM is in the GSS org structure. So we can safely ignore the product > management side of this (who could probably be considered the "owners" > of the layered product channels).
Tickets have SMEs assigned in GSS. Unless it's level 1 knowledge, many times they do reach back to engineering. Product management is impacted, engineering individuals are assigned. A great majority of my tickets at my customers do reach such resources every time. So product management very much is involved, does have a say, and there are very much metrics on those impacts and costs. -- Bryan J Smith - Professional, Technical Annoyance http://www.linkedin.com/in/bjsmith _______________________________________________ epel-devel-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/epel-devel-list
