Thank-You Very Much for clarifying the support structure.
As you noted, I made the mistake of not sending my problem to the
[EMAIL PROTECTED] until early this morning after several attempts at
other sources like the orion-interest list.
I also am very aware that paying customers get priority, it only makes
sense, and you're also correct in the fact that you do provide a service to
non-paying customers that most other companies would never do.
I appreciate the work that Evermind is doing very much and I'm very pleased
with what I've seen to date.
This has helped me considerably to understand what the process is and how it
works. I've been using the orion-interest list for handling my problems and
looking back, I shouldn't have.
Thanks for helping me understand the process.
Tom
-----Original Message-----
From: Karl Avedal [mailto:[EMAIL PROTECTED]]
Sent: Wednesday, July 12, 2000 1:07 PM
To: [EMAIL PROTECTED]
Cc: Orion-Interest
Subject: Re: What's going on with Evermind?
Hello Tom,
Tom Wnuk wrote:
> All,
>
> What's going on with Evermind?
>
> I've sent messages to this list, sales, info, and support about different
> issues and no one has responded. I thought I remember someone saying that
> they were overwhelmed since returning from JavaOne and that the support
> situation would be resolved this week.
>
> I haven't seen it, if anything it's gotten much worse and there's been
> nothing but silence from the Orion team. If we knew what was happening it
> would minimize the frustration levels. I'm going to be hard pressed to
> recommend this product for production use given the type of support I've
> gotten over the past few days -- none!
>
We have received one mail to [EMAIL PROTECTED] from you 6 hours ago,
and
we can not guarantee answers to your support questions that fast (and I
doubt
others do this for non-paying users as well).
As I pointed out last week, we do have to prioritze customer support right
now,
and other queries may not get answered the same day.
I know you have also mailed me in person earlier (yesterday), but as I'm
sure
you understand, that's not a good place to mail if you want support in
reasonable time, since I'm flooded with mail and can't possibly respond to
all
mails sent to me in person. I try to forward mails to support@ at times, but
don't bet on it. You've also mailed orion-interest etc. but that is not a
good
bet for fast support either. We do scan it, but we don't read it every hour
and
as I've said before, the point of it is for Orion developers to discuss
among
each other. For support, it's not the right place.
Mail [EMAIL PROTECTED] and we will answer you as soon as possible. But
again, for non-paying customers we do not guarantee any support, but in
general
we do want to answer all questions within a few days.
Also, we do have better support resources now than just a week ago and I do
believe we have started to cut down on the response time in the general
case,
but of course it'll still take some time before it's perfect. Also, the new
support system is not put into production yet, but that will help a lot.
Regards,
Karl Avedal
