Rainer Duffner wrote:
> Amos Shapira schrieb:
>
>> 2009/10/19 ken <gebser@xxxxxxxxxxxx>:
>>
>>
>>> In the couple of months I've had the need to contact Redhat support on
>>> just one issue and their "support" has been terrible, so far completely
>>> useless and a waste of time. I don't know what Redhat charges us for
>>>
>>>
>> The only guy I personally know who went with RedHat "because their
>> support was included for free with our servers" reported the same.
>>
>> I'm a bit surprised (and disappointed) to hear such negative
>> testimonials about RedHat support.
>>
>> Do others have different experience?http://download.openoffice.org/other.html#en-US
>>
>> Could it be the the quality of support is tiered by how much you pay,
>> enough to make a difference?
>>
>>
>
>
> I think the end-result may be just that, but for a different reason than
> one may think.
>
> Note that I don't have a deeper insight into what actually goes on at
> RedHat, but this is what I think happens, based on my own observations
> supporting customers.
>
> If you are a large customer, you open cases more often and maybe even
> have dedicated support-staff.
> After a while, that staff knows the way around your hardware, your
> network and gets a feeling for where the problem may lie.
> It's incredibly difficult to diagnose a problem with just the few lines
> you usually get from a support-ticket - I dare say almost impossible.
> Also, of course, with a larger contract, you may get to 2nd and
> 3rd-level support easier/quicker.
>
>
>
> Best Regards,
> Rainer
>
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>
My Experience has been that its the difference between installing system
and setting up systems for production use. In New Zealand at least it
seems that if you can have a system where everything is installed in the
standard way with a default configuration then you can get assistance.
If your installation varies from this at all, the first statement is we
won't / can't help until you move to the standard default configuration.
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