rogerk@mips.COM (Roger B.A. Klorese) (10/27/89)
(This announcement serves a somewhat commercial purpose, but is being posted
in the interest of aiding in the support of MIPS RISComputer and RISCstation
users.)
The address to which service requests (questions and bug reports) are to be
submitted is now changed. Instead of sending mail to "hotline@mips.com",
the new address is
csmail@mips.com
This will help us not to set an excessively high expectation of response
to your problems.
The name "hotline" implies immediate response. Currently, the tool that
our support organization depends on for interaction on high-priority
requests is the telephone. Questions and bug reports submitted via
electronic mail take a lower priority.
We realize that many of you find it easier to submit questions or bug reports
via email, but we have only a finite number of support staff, and we cannot
take people offline during the Customer Response Center hours to deal with
email issues. (Note that, effective November 6, the CRC is online from 6 AM
to 6 PM PST.) This would cause us to give inadequate attention to high
priority problems or questions.
If you are submitting a question or a bug report that is medium to low
priority, send it to the csmail address, and we will enter it or act on
it within five working days.
If it is easier for you to document a problem in writing, or if you are
submitting a high priority bug report, or submitting supporting
documentation for a CRC call, email your message to csmail, then call
the Customer Response Center (800-443-MIPS). When we return your call,
tell the support engineer that you have sent mail.
We will continue to update you on the status of all bug reports submitted
via email automatically as the state changes.
--
ROGER B.A. KLORESE MIPS Computer Systems, Inc. phone: +1 408 720-2939
928 E. Arques Ave. Sunnyvale, CA 94086 rogerk@mips.COM
{ames,decwrl,pyramid}!mips!rogerk
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