Re:Informix Support [Summary]

My thanks for the replies to my question; >Informix charges a lot for its support. Of those of you who are using >it, is it worth it? The replies are as follows: Names and addresses removed to protect jobs... ========================================================================= Answer #1: Development support - for one copy per site has been worth it. Tech notes are good, Upgrades are possible, extension 911 has proved to be useful couple of times. >>>>>> Posters insertion : What is extention 911?? <<<<<<<<< Manintenance charge for Runtime systems has been found to be quite wasteful for our situation. Reason: We bundle Informix product with ours. We have about 30 instances of our software (runtime) currently being run in the field. We find/solve bug from here so one copy of support has been useful but upgrades are a COSTLY activity. So far we have been suggesting that users of our systems pay Informix maintenance costs. In last year and half they have neither upgraded Informix software nor have they had any need to get assistance from Informix. ======================================================================== Answer #2: I'm not pleased with many software support outfits; about the only one I've seen worth anything is WordPerfect - and it's free. (Well worth it then!) Informix's is a little more obnoxious than some, since it's so expensive a product hence expensive support. Our group has a fairly high level of support from them. I've called in with many problems, most of them ones that aren't on their "is it plugged in?" sheet of stupid user tricks. I don't know how they handle stupid user tricks, but they've been next to useless on the problems I've called in. I've given up calling them even. The net is a much better source, although it has a few days time lag. They also don't fix bugs fast enough to suit me. Saying "wait for 6.0" etc. doesn't make me a happy customer. ======================================================================== Answer #3: yes - it is worth it. informix charges about the industry standard for service. for the most part, its been excellent. ======================================================================== Answer #4: It all depends on how much you use it. I use it whenever I get something doesn't seem to be behaving as expected and I can't figure out the problem quickly. Sometimes the Informix person is helpful and knowledgable. Sometimes not. Most of the time they know what's going on and can help me fairly quickly. Twice I've called with some stumpers or unusual questions and those took quite a bit longer (up to two days for one). I've really only been disappointed one when I called with a question about USING. The tech support person I talked to told me nothing I didn't already know, and then actually gave me a bum steer! Still, I'd be rather unhappy if my workplace did not have the tech support. The tech support people tend to be friendly and helpful. If they don't know, they admit it and then do some research and call back. Thanks again!! ---dave--- david@cssnet.sanford.nc.us [J. David Schronce] Computer Support Services - Public Access Usenet BBS - 919/774-1485