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

Glen Harvy ( )
Tue, 25 May 1999 09:29:06 +1000

At 16:21 24/05/99 -0400, you wrote:
>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....

I'm in Australia. I can run consolidation. Emerald 2.2 deletes data prior
to the 1st of the month whereas I have configured Emerald to consolidate on
the 15th monthly. Consolidation therefor doesn't work for me.

Dale has CONFIRMED that there is a bug in 2.2 in regard to the above.

>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.
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