Re: Informix Support?

David Williams wrote: > > In article <355013B3.55E7@mcmail.com>, Paul Watson <watson@mcmail.com> > writes > >I can only speak of my experiences from the UK ITS but I rarely have > >problems. > > > >My only complaint is their inability to process the 'nameed' support > >staff listed on the agreement fast enough. This can be a real bind as > >move around alot. > > > >The only other regular problem is the end of contact/renewal month where > >they just seem to 'loose' all the details for a particular customer > >number. Initially I put this down to back luck but as I said I move > >around alot so either bad luck follows me:-) or it is a real problem > > > You are in the UK like me. > > the problem there is that up until a few months ago Informix did NOT > track licenses. They have computerised it now but of course they need > to get a handle on the licenses out there. This they are doing as > people renew them/upgrade. It will all be sorted out soon once you > register all your licenses on the computer... > > PS They are asking all sorts of interesting questions when you > register..like > > 1) Are you a reseller or an end user > 2) Who is the end user > 3) What is the end users address > 4) who is a contact at the end user site? They been asking theses questions for years. They don't really listen, because if they did they might have objected when I registered Donald Duck and Mickey Mouse as the end user contacts for Ford Mobile. > > I am wondering will this get interesting for me? > I am a reseller but > > I PROVIDE THE INFORMIX SUPPORT > ^^^ > > the end user know nothing other then the fact that they bought a > system which needs Informix to run. > > I am wondering what will happen when I need to log a support call and > I am not registered as a contact for that serial number.... Officially, you can't log a call, but does seem to depend on who takes the call and whether they know you. A colleague was working on a customer site last year where the three named contacts had all left, myself being one of them. He was able to tell ITS who these people were but was still not allowed to log a call. In the end I logged it on his behalf although I was no longer working at the site. > > > > > > > -- > David Williams -- Paul Watson # WF Software Ltd # If it ain't broke, Tel: +44 1436 674729 # fix it till it is. Fax: +44 1436 678693 # www.wfsoftware.co.uk #