Re: Informix Support?

In article <jlumbleyEsHpzE.FL3@netcom.com>, Joe Lumbley <jlumbley@netcom.com> writes > >Is anyone else having a difficult time getting Support >to deliver services? Over the years, I've come to >expect to have to haggle and scream at the first-level >support folks, just to get them to admit/recognize that >I'm a support customer and that my systems are under support. >By now, I don't even get bothered enough to make an >issue of it. > >Today I got a call from one of my flagship customers, who >touts my company's and Informix's products in seminars and >tradeshows around the country. They're threatening to jump >ship because every time they've called for support in the >last year, they've had to do a goat dance to prove that they are >supported. Informix seems to have one hell of a time tracking and >validating their Support contracts. > >As my customer said, "I've called IBM for support for ten years. >Each time, I just give them my customer number and I never have any trouble >getting to a technical person. With Informix, I waste as much time >with the accounting bullshit as I do with the technical stuff. It's >just not worth it." > >It seems to me that the crux of the problem is Informix's poor system >of managing renewals of support contracts. Anybody else with the same >issues? > I think Informix are getting stricter about their support contracts. Perhaps the person who sold you your Informix support contract has not logged it properly with Informix? Talk to Informix (you should have an account respresentative) and get it all cleared up. Remember when you upgrade a version you must stop using the old version. We went though this recently (partly because I think management was using old verisons and/or using versions on more than one machine!!). It's all sorted out now though... >Joe > -- David Williams Maintainer of the Informix FAQ Primary site (Beta Version) http://www.smooth1.demon.co.uk Official site http://www.iiug.org/techinfo/faq/faq_top.html I see you standin', Standin' on your own, It's such a lonely place for you, For you to be If you need a shoulder, Or if you need a friend, I'll be here standing, Until the bitter end... So don't chastise me Or think I, I mean you harm... All I ever wanted Was for you To know that I care