-----Original Message----- From: IBM Mainframe Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Matt Simpson Sent: Wednesday, November 15, 2006 7:38 AM To: IBM-MAIN@BAMA.UA.EDU Subject: Re: Inflating Severity
<snip> In one recent memorable case, the local rep actually called the support center on a 3-way call with me and asked for a duty manager. Support center said we couldn't talk to a duty manager unless the problem was Sev 1 and had no response for 2 hours. I said that was absolutely ridiculous; it wasn't a Sev 1 problem, but I wanted to talk to somebody about why there had been no action for months. Local rep said "Fine, escalate it to Sev 1 and have a duty manager call us". Then it turned into a critsit and I was getting lots of calls from all kinds of folks about a problem that really wasn't that critical, but just needed a little more attention than it had been getting. (And I was told that the alleged "policy" about not being able to talk to a duty manager unless the problem was Sev 1 was BS and I should never have been told that). <snip> The question that needs to be asked/answered is: "Did IBM's personnel recognize the root cause of this escalation which then resulted in a critsit and so do something to prevent it from happening again?" One would hope that a positive result was obtained beyond just the immediate problem that you had which was being ignored. Later, Steve Thompson ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
