On Mon, Jan 25, 2010 at 9:30 AM, Mark Zelden <mark.zel...@zurichna.com> wrote: > There is no good reason to have wrong or obsolete information. But > I can think of one good reason to not have the release information and > OS compatibility information on your web site. That type of information > could be considered a form of "support" and you might want to make sure > the client that needs that support / information is paying their bills > before giving it to them. Most ISVs may not care, but if I were running > my own small software company, I might. Especially if my software didn't > necessarily break with OS upgrades or I didn't have expiration date > type of licensing built into the software. > > One vendor I deal with now requires a contract number before opening > any support issues. I don't like it. Those of us in the trenches don't > deal with contracts and contract numbers change when renewals come > up. I can't imagine why the first level support or person opening the > ticket can't just look up my company's name and determine that we > are paying our bills and deserve the support. I guess they are worried > that I may not be from the company I say I am from.
This is an excellent point. While making it painful for Joe or Jane Sysprog is obviously bad, there's some value in encouraging a quick contact at release boundaries, if only to avoid the "What? We're five releases backlevel?" surprise. The trick is to find the happy medium, as usual... ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
