Well I continue to push. I'm asking for documentation as to when this
change went into effect. Clarification on the dollar$ cause, WOW!!
Still am being told we never should've been able to do what we've been
doing. I state back there's a hell of a lot of others in the world doing
this and you mean to tell me you've left us all go for 10-12 years.
Absurd... I want the documentation on the new policy... To change ones
user id WITHOUT giving them notification is beyond ludicrous. To change
every ones at a site and not notify them is totally unacceptable. If
this does pan out to be no wonder people are leaving. NOT one other
vendor does this. IBM, you are $ad...
To answer gil's question.
SoftwareXcel basic - is a per user id job that aparently doesn't have
some features of the the. We picked up basic say 5 or so years back just
to ask How To questions.
SoftwareXcel enterprise - to my understanding as many id's as you'd
like. When I got to 7 this is were I was told I should be. Based on the
quote, it was indeed cheaper.
On 10/11/2012 11:59 AM, Joel C. Ewing wrote:
On 10/11/2012 08:37 AM, Paul Gilmartin wrote:
On Thu, 11 Oct 2012 06:07:35 -0700, Phil Smith wrote:
So it sounds like they've lost the distinction between HOWTO and bug
reports. That would be a big step backward, and indeed irritating. I
do understand the *theory* behind this: if every Tom, Dick, and Jane
at every IBM customer can open PMRs, they'll be swamped with Stupid
User questions, and not get any real bugs fixed. But that doesn't
justify forcing it all through one ID: if they're going to do that,
they're basically encouraging shared IDs, which is a bad idea (and
likely prohibited by their TOS, but that's another issue). Limiting
it to some reasonable number - maybe ten - IDs per installation
might make sense, but we all know that in large shops, the DB2 guys
and the sysprogs may not even know each other's names, so one is
ludicrous.
Is this per user x per product?
per user x per product x per licensed system?
-- gil
At least in the past it was the case that chargeable on-line service
support costs were purely based on number of authorized users at the
installation, without regard for number of product licenses or
systems. The product licenses only entered into consideration in
that one instance of the product under maintenance license was
sufficient to allow the installation to open PMRs against the product.
If you didn't have the required on-line access to report a PMR on a
licensed product, the alternative was to telephone the Support
Center. I would think reporting problems by phone would have to be
more labor intensive and more costly for IBM, not just an irritant for
the customer having to wait around for phone queue call-backs and
trying to explain verbally something best illustrated by cut and paste
or digital documentation. It makes absolutely no sense to me that IBM
would think it a good idea to discourage PMR reporting by erecting
financial barriers to the most efficient reporting methods, as the end
result is that their knowledge of problems and problem resolution will
be delayed, causing their product quality to suffer if installations
are discouraged from reporting problems in a timely fashion. When an
installation reports a problem, the resolution of that problem doesn't
just benefit that installation, but potentially all other
installations using that product. The reporting installation is
actually performing a "service" for IBM, so the ease of reporting and
the costs that IBM expects the installation to incur for that process
should reflect that fact!
In the spirit of SHARE, we would even occasionally report a problem
for which we already had found a circumvention, especially if the
resolution had taken a significant effort on our part and finding an
APAR resolution would be an obvious benefit for others (and if we
didn't want to fight the same problem in the next product release).
--
--
Brian W. France
Systems Administrator (Mainframe)
Pennsylvania State University
Administrative Information Services - Infrastructure/SYSARC
Rm 25 Shields Bldg., University Park, Pa. 16802
814-863-4739
b...@psu.edu <mailto:b...@psu.edu>
"To make an apple pie from scratch, you must first invent the universe."
Carl Sagan
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