ronald@robobar.co.uk (Ronald S H Khoo) (05/08/91)
larry@nstar.rn.com (Larry Snyder) writes: > paulz@sco.COM (W. Paul Zola) writes: > >2) All SCO Support packages are "unlimited calls" - you can call in > >as many times as you like for as many problems as you have with your > >particular supported product. > > and the more you pay - the quicker the return call This makes sense coming from a company that aims at the corporate market. If they cared about where they came from, they'd make sure that the little guy who knows what he's talking about can afford to get some answers in a reasonable time. The usual way this is done (limited no. of calls allowed) is not something I find particularly friendly, nor really practical. But access to good quality response for the first few calls, with credit for real problems, and minus points for asking stupid questions seems to be a sensible way to go. A difficult implementation problem is of course that front and second line support staff are often not good enough be able to judge the quality of the issue at hand. But this difficult problem must be addressed. That way, * those who can afford top quality engineering response can pay for it * those who need stupid questions answered fast can pay for them BUT ALSO * those who need a small amount of good quality TIMELY answers to real problems can get answers too. Yes, support costs. But the way things are, you make the small competent developer pay for the support costs of the incompetent developer. Yuk. * This is not a good way to win the moral support of good quality small developers. * SCO risk ending up with the dross of the industry forming a large portion of their developer base if that's who their support policies favour. Is this what they want? Surely not. And of course, these comments apply in general to all vendors, SCO just stuck their neck out this time :-) -- Ronald Khoo <ronald@robobar.co.uk> +44 81 991 1142 (O) +44 71 229 7741 (H)