RE: [Emerald] Why you should never pay money for emerald support!

Dale E. Reed Jr. ( (no email) )
Tue, 10 Sep 2002 14:22:10 -0700

> My only problem now is the turn around time. All questions do
> seem pretty
> much to be answered... many times just that it isnt available or perhaps
> next version, but at least an answer. But we have to wait 2
> days sometimes for that.

For customers w/out a support contract, 24-48 hours is our target
response time. Now, we usually respond much quicker than that, but
if we have customers with support contracts and open tickets, they
get bumped up in the queue over customers w/out support contracts.
Makes sense, right? :) Also, if you have more involved questions or
problem, they may need to be escalated or researched before we can

> Perhaps if this discussion list was (or is it?) archived so we
> could see and search?

See there is an archive list
and search engine. We're working on a new archive utility for the
list as well.

> dunno, just hate to switch. besides, with all the help we have given
> them Id really like to see em make it and stay on top... wouldnt you?

And we definately want to help you make it and stay on top as well!



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