alan@cunixc.cc.columbia.edu (Alan Crosswell) (11/28/89)
Does anybody besides Encore offer hardware maintenance service for the
Multimax? We have two brand new Multimaxen -- a 311 and a 510. They
are currently on Encore maintenance, which means when the machine
breaks you call Encore and they call NCR who dispatch hardware
engineers based in NYC. Unfortunately, this combination is not
working very well. I don't know if it's a problem with the Encore/NCR
relationship in general or specifically with NCR's NYC branch, but the
result is that our soon-to-be high-visibility 200-simultaneous user
host is down since Wednesday 4PM even though we are paying thousands
of dollars a month for a preferred maintenance contract that should
have had an engineer on site by Wednesday 9PM.
What do other Encore customers do when their hardware breaks? Are you
doing participatory maintenance or are their other vendors out there?
Thanks.
Alan Crosswell
Acting Academic Computing Systems Manager
Center for Computing Activities
Columbia University
PS: We've already submitted a formal bid request to IBM(:-) who now offers
third-party maintenance and I'll be calling Maintech shortly.