Re: Informix Support?

My .02 cents worth, We have had very decent support since we moved from the serial number-type support to contract support for all our products. Even when support had lapsed for a short period (due to internal support problems), I was still able to receive help on that call/problem, and they followed up later with the administrative side. I'm constantly on the phone with reps for one reason of another (adminstration, development, tuning, trouble shooting) and have been satisfied with the response probably 85-90% of the time. That 10-15% dissatisfaction generally comes from the old time favorite line "this is not supported" or "you can request an enhancement". Alicia Ray On May 6, 5:42pm, Susan Elliott (ISG) wrote: > Subject: RE: Informix Support? > I have to also agree, that the support that I get from the Aussy office > is pretty good. > Suze > >Information Services Group > * susane@fclcis.co.nz > > > >---------- > >From: > > david.ashby@workcover.nsw.gov.au[SMTP:david.ashby@workcover.nsw.gov.au] > >Sent: Wednesday, 6 May 1998 13:48 > >To: informix-list@iiug.org > >Subject: Re: Informix Support? > > > > > > Joe, > > > > I never have any problems here in Australia. Every time I call the > > support people are great. It may be because I called them so much when > > I first started using Informix, so they got to know me. > > > > > > Regards > > > > > > David Ashby > > > > > >______________________________ Reply Separator > >_________________________________ > >Subject: Informix Support? > >Author: <jlumbley@netcom.com (Joe Lumbley)> at WCA-INET > >Date: 05/5/98 3:35 PM > > > > > > > >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? > > > >Joe > > > >-- > >--------------------------------------------------------------------------- > >Joe Lumbley(jlumbley@netcom.com) author of: "INFORMIX DBA Survival Guide" > > > >Slaving away on "INFORMIX DEBUGGERS Survival Guide", available early 1998 > >from Prentice Hall/Informix Press. If you have debugging tips, tools, or > >ideas to share, please send me some e-mail. > >--------------------------------------------------------------------------- > > > > > > > > >-- End of excerpt from Susan Elliott (ISG) -- ********************************************************************** Ray, Alicia K. E-Mail : Alicia.Ray@med.osd.mil EDS-D/SIDDOMS Phone : 703-845-3807 5113 Leesburg Pike FAX : 703-845-3899 Skyline 4 Suite 800 Falls Church, VA 22041-3201 **********************************************************************