I like to think of myself as an equal opportunity poster. I am posting
the praises right now, but like any technologist with a whore's heart,
if you tick me off with bad service I am going to post it on every
bathroom wall in the LAN. <Grin>
Let me backup, my TEAM is the regional team that covers the area that
the Pentagon falls in (Virginia for those who don't know even though
Pentagon has DC address physically it is in Virginia)...
I think that EMC has tier 2 support, the reason you may not realize you
have it is because it is merged into your regional Tech Support team. On
my Regional Team, when I was told it was changing from Team B -> Team A,
the first thing I asked the team leader was who the experts were for
each of my applications (Oracle, SQL, Exchange, Hardware, etc)
My understanding is Each team is seeded with a team lead (Jack errr.. Or
Jill of all technology) and a technology area expert from each of the
disciplines (Linux-fu, Windows-fuEwe, Oracle-fu, SQL-fu, etc..)
The TechAreaExperts are tier 2 for that discipline. Tier 3 whom I have
fortunately not needed to speak with are the glorified cross between a
pit-bull and a gnome of technology. I wish I could draw or paint I would
take some of these ideas and send them to EMC Body of a pit-bull head of
long eyebrow haired gnome looking over specs with an EMC tattoo over
it's heart. <LOL> Oops I digress...
Anyway, we continue to have good experiences while we wait for Software
development to finish the 7.3.x debacle. If I have any complaint (and
right now I don't) it would be patiently waiting for the working GUI for
windows that works like a GUI.
I really want to start hearing Tech Support NOT SAY drop to a DOS prompt
and enter Xcommand -s -L -biteme. I wan them to use the same GUI I have
to use to help me trouble shoot everything so that I don't need to call
them anymore. Ok maybe that came across as a complaint, but I am very
capable of getting my job done the way it is. I just don't like it much.
<Grin>
Peach Schnapps anyone? /ALE
> -----Original Message-----
> From: Legato NetWorker discussion
> [mailto:NETWORKER AT LISTSERV.TEMPLE DOT EDU] On Behalf Of Tim Mooney
> Sent: Tuesday, July 18, 2006 6:01 PM
> To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
> Subject: Re: [Networker] EMC Tech Support
>
> In regard to: Re: [Networker] EMC Tech Support, Daniel Rich
> said (at 2:42pm...:
>
> > I'll throw in my kudos as well. The front-line support folks are
> > great, they have a basic understanding of the product and know the
> > answers to the common problems. The only time I've really
> run into a
> > problem (with a few exceptions) is once the case needs more
> than they can provide.
> > Legato (this predates EMC) built a wall between the
> front-line folks
> > and engineering that is nearly impossible to pierce.
>
> I think that's well-put, and a big part of the problem.
>
> >> ... really accurate quote deleted ...
> >>
> >> Dave has pretty much distilled the essence of my experiences with
> >> Legato and EMC support in the last few years. Hopefully your
> >> experiences with EMC never fall into agreement with Dave's
> and mine!
> >> Only time will tell... ;-)
> >
> > Personally, I think once you really understand how Networker works,
> > that's going to be your experience.
>
> To a large extent, I agree. I've always been of the
> impression that a tiered support model was supposed to help
> with that type of problem.
> In other words, when a customer calls in with a really
> complex problem, tier 1 triages it and escalates up the
> support chain until eventually support has to unlock the room
> where they keep the wizened old gnome that knows everything
> about NetWorker on platform X and can answer even the hard
> questions quickly or with very little research.
>
> My impression and your implication is that there isn't much
> of a tier model at EMC -- it's either front line (tier 1) or
> it's engineering (which is tier 3 or beyond in a typical
> tiered model). That's almost certainly part of the reason
> why it's hard to get the hard questions answered correctly in
> a reasonable amount of time.
>
> Tim
> --
> Tim Mooney
> mooney AT dogbert.cc.ndsu.NoDak DOT edu
> Information Technology Services (701) 231-1076 (Voice)
> Room 242-J6, IACC Building (701) 231-8541 (Fax)
> North Dakota State University, Fargo, ND 58105-5164
>
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