Admin
----- Original Message -----
From: "Mike Hale" <mhale@TOUA.net>
To: <emerald@iea-software.com>
Sent: Tuesday, September 10, 2002 1:18 PM
Subject: RE: [Emerald] Why you should never pay money for emerald support!
You are absolutely right that the tech support should not do my database
admin or network admin. What I think you misread in my email is that I
was TOLD by emerald that my calls table would not work and I was not
offered another solution. I don't think I should have to beg on the
phone to get a work around. I was not told about the SNMP concurrency
check until I repeatedly called to follow up with the problem. This is
NOT good tech support. The problem turned out to be with radius and
irrelevant to the SNMP checks and if I'm not mistaken radius is a
product that IEA should support. However I received zero support on it.
I'm glad you have had some good experiences. Mine on the other hand have
been terrible. I don't call iea's tech support much but every time I
have they have not helped me. I end up troubleshooting on my own just
like I would if I didn't have a support contract.
Michael Hale
Network Engineer TOUA.net
phone: 520-383-5849
fax: 520-383-2218
e-mail: mhale@toua.net
web: http://www.toua.net/
-----Original Message-----
From: Bruce Barnett [mailto:bruceb@ccrtc.com]
Sent: Monday, September 09, 2002 7:22 PM
To: emerald@iea-software.com
Subject: Re: [Emerald] Why you should never pay money for emerald
support!
Concurrency control should be used with SNMP to verify the on-line calls
list.
Your Access Servers will have to be setup properly for Radius to work
correctly as well as SNMP. IEA cannot be expected to setup any equipment
at the ISP level. They give you the tools to implement many different
applications
and even give you a nudge in the right direction if needed. We have
found
their
Tech Support to be very helpful in any and all issues with their
software.
We
pay for extra support but we also realize they cannot do network
administration
or database administration. It a fine line that one should try not to
cross.
Bruce Barnett
CCRTC Internet Manager
1-765-795-5300
----- Original Message ----
From: "Mike Hale" <mhale@TOUA.net>
To: <emerald@iea-software.com>
Sent: Monday, September 09, 2002 12:21 PM
Subject: [Emerald] Why you should never pay money for emerald support!
Is anybody else having a difficult time getting support from IEA/emerald
over the phone?
We pay emerald a few thousand dollars every year to have 9-5 phone
support from them. The problem is that everytime I call for support I
get the run-around and am told to continue trouble shooting on my own
and give them a call back. This has happened 3 times in the last 4 days
to me. The strange part about this is that I don't call them until I'm
stuck troubleshooting on my own. I try to be helpful and not get angry
with the support tech since angry people don't usually equal helpful
people, but I don't think this has worked. Try getting a support tech to
help you troubleshoot radius. You'll have more luck bringing peace to
the middle east.
I've had a tech tell me (I'll try not to mention that it was Anthony)
that people not being able to logon because they are stuck in the
on-line calls table is a "known bug" and the only work around is to
clear the entries manually. This "known bug" makes the software
completely useless. I've since found that there are other ways but how
about an online calls table that works. Is that so much to ask for my
money? Maybe even a calls table that there support department would help
me fix when its broken. Not a lot to ask.
Instead I get a blame game and a wallet that is much lighter. So far
support has been completely useless and I give it a big thumbs down.
Don't waste your money folks.
Michael Hale
Network Engineer TOUA.net
phone: 520-383-5849
fax: 520-383-2218
e-mail: mhale@toua.net
web: http://www.toua.net/
------------
This is a user supported list. If you require assistance from IEA
Software's
Support Engineers, please check out our Support resources at
http://www.iea-software.com/support.
For more information about this list (including removal) go to:
http://www.iea-software.com/support/maillists/liststart
------------
This is a user supported list. If you require assistance from IEA
Software's
Support Engineers, please check out our Support resources at
http://www.iea-software.com/support.
For more information about this list (including removal) go to:
http://www.iea-software.com/support/maillists/liststart
------------
This is a user supported list. If you require assistance from IEA Software's
Support Engineers, please check out our Support resources at
http://www.iea-software.com/support.
For more information about this list (including removal) go to:
http://www.iea-software.com/support/maillists/liststart
------------
This is a user supported list. If you require assistance from IEA Software's
Support Engineers, please check out our Support resources at
http://www.iea-software.com/support.
For more information about this list (including removal) go to:
http://www.iea-software.com/support/maillists/liststart