Garfieldus
Posts: 40
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| Posted: 03/08/2006, 3:06 PM |
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What's your opinion on paying for support? Is it worth it? I've already paid but find that response times are very long and the quality of the support has disimproved tremendously over the last while.
Any comments?
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Benjamin Krajmalnik
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| Posted: 03/08/2006, 7:02 PM |
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It all depends what you are looking for.
The support provides with updates for the life of the support.
I make a living using the tools I develop, so for me support is not a
question - I want to have all bug fixes available and make sure that my
support revenue contributes to the bottom line of the company whose tools I
use. If they go belly up, I am screwed.
As for the quality of the replies - well - as with everything in this world
it varies with who is replying, and also whether the problem was stated
clearly enough. I find that sometimes I need to go abck and forth a few
times. In many cases, what is obvious to me may not be the case when
someone else is reading the support request. The more I provide support for
our products, the more it becomes clear to me that sometimes it is not the
person giving the support who is the problem, but not conveying the
information clearly enough.
By and large, I find the support which I receive from Yes first class. I
do, however, perform my own due dilligence in studying the framework so that
I can better explain my problems. In many cases, I propose solutions.
At present I have one open ticket with them which has been in this state for
quite a while. It has to do with source control - I cannot get it to work
properly for the life of me. However, this is not a show stopper.
So, if you ask me, I would respond unequivocally that their support is
acceptable. I do find every once in a while that the initial response was
such that the problem was not understood by the support person. But usually
after a round of clarification everything gets resolved.
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E43509
Posts: 283
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| Posted: 03/09/2006, 6:02 AM |
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I echo the same feelings as above. I've had good response and resolution to trouble issues.
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