Brian, I am used to that type of support structure. I have noticed a more of a reliance on the vendor for a lot more than the actual product the support.
Regards, Scott Sent from my iPad On Jan 3, 2012, at 1:11 AM, Brian Westerman <brian_wester...@syzygyinc.com> wrote: > I agree, > > We make sure that when we say we are staffed, that we mean on site at one of > our 3 branches, not by some company that just answers the phone. The way we > handle it in times when no one is around is that the support line phone > system will automatically page someone after 5 minutes if no one physically > takes the call, and after 10 minutes two people are paged, and at 15 minutes > a third is added. After 30 minutes, the upper management people get added, > so it's really rare to have more too much time go by. Unfortunately, we > don't have the same feature on our web site. :( > > Brian > > On Mon, 2 Jan 2012 12:27:39 -0500, Scott Ford <scott_j_f...@yahoo.com> wrote: > >> John, >> Me either , I would have thought the vendor had the tools. Sounds like they >> want u to pay to have it done. >> >> Regards, >> Scott ford >> >> Sent from my iPad >> >> On Jan 1, 2012, at 9:01 PM, John McKown <joa...@swbell.net> wrote: >> >>> On Sun, 2012-01-01 at 12:23 -0500, Scott Ford wrote: >>>> Brian, >>>> Yep the India support get back to you doesn't set well with me as a vendor. >>>> We get back to our customers ASAP. Also want to add, don't expect the >>>> Support to know anything. Been on the phone with a certain ISP and had >>>> to tell them how to shoot the problem. >>>> >>>> Regards, >>>> Scott >>>> >>>> Sent from my iPad >>>> >>> >>> Not just India, per se. It's the vendor, regardless of country. >>> >>> We in z/OS support, for some reason, are tasked with a distributed >>> application, which replaced a z/OS application. It runs on a Tomcat >>> server on Linux, and a Windows server. It uses Oracle as some sort of >>> "index" for data files kept on a NAS box. They also support the >>> application using MS SQL. We want to convert from Tomcat/Linux with >>> Oracle to Tomcat/Windows with MS SQL (I don't know why). The vendor DOES >>> NOT KNOW HOW TO DO THIS! They are asking us for things like the Oracle >>> schema ( or maybe its the data: 3 Terabytes). WHAT??? It's __their__ >>> schema. They don't know how to copy the data in the Oracle database into >>> an MS SQL database. I'm not really in this discussion, so maybe I'm >>> missing something. And don't intend to try getting into, because our >>> DBAs are now outsourced. I really don't want to bother with that >>> headache of talking to the US reps of a Dutch company to tell an >>> outsourced DBA what needs to be done. Oh, my. I'm would be homicidal in >>> about 5 minutes. I don't suffer fools gladly. >>> >>> >>> >>> -- >>> John McKown >>> Maranatha! <>< >>> >>> ---------------------------------------------------------------------- >>> For IBM-MAIN subscribe / signoff / archive access instructions, >>> send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN >> >> ---------------------------------------------------------------------- >> For IBM-MAIN subscribe / signoff / archive access instructions, >> send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, > send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN
