RE: [Emerald] Open Letter to see how we can get our Emerald to

Jeff Woods ( )
Mon, 24 May 1999 16:21:53 -0400

I would wager that in most cases, it isn't a bug, but operator error. It
sounds like this person in Australia doesn't have something configured
properly. If it was a BUG affecting him, then NOBODY would be able to run
consolidation. But most of us can, so....

At 02:46 PM 5/24/99 -0500, you wrote:
>Why should I pay for support to fix their own bugs in their app, that's the
>craziest thing I have ever heard. If I was having a setup problem, or
>something like that, but when it's their own bugs?
>-----Original Message-----
>[]On Behalf Of Jeff Woods
>Sent: Monday, May 24, 1999 1:54 PM
>Subject: Re: [Emerald] Open Letter to see how we can get our Emerald to
>At 10:28 AM 5/24/99 -0700, you wrote:
> >Any ISP should understand this growth pattern/challenge as its the
> >exact same for their business. We are working hard to staff up to
> >provide better support for our products.
>And doing a damn fine job, I might add. Both Sean and Kurt (full time
>support techs at IEA, for those who haven't called and PAID for support
>recently) are utmost professionals with the knowledge needed to support the
>Folks, this is a VERY horizontal app -- it has a limited market at best, a
>max of some 5,000 customers, with competition from many angles and many
>potential customers who refuse to look at NT-based solutions. That makes
>it EXPENSIVE, and that means support as well as purchase.
>I was always against buying support for such apps, but after buying the
>upgrade assistance package from IEA, I feel that the support costs are well
>deserved. My guess is that most people bitching about (lack of) support
>are in fact bitching about lack of FREE support.
>Voice support is available for Emerald and RadisuNT. It isn't free, but
>it is GOOD, and it is worth it. It is *not* on this list, however. If
>you're trying to make this list your primary outlet for support, then
>you're going to be disappointed, and for no good reason.
>Call IEA Software during business hours, and BUY a support contract or
>single incident support (if available -- I'm not sure). For something
>*this* mission-critical, why in the blazes WOULDN'T you be willing to cough
>up for support? Just because you paid $2500 to buy it? Sorry, nobody
>said unlimited voice support was included....
>My 2 cents, plus tax. Keep it up, Dale. You're definitely hiring the
>right folks.