We use third party NBU support via Datalink and they escalate to
Symantec when necessary.   The few times I've called them I was happy
with them.   My coworker was a little dissatisfied with their response
time during last week's NBU 6 upgrade but it sounded like a
miscommunication to me.  He'd told them some weeks back we were going to
do the upgrade last week but I don't think they clicked to that so it
caused a delay of a few hours once he started the upgrade.  Despite all
of that we did get the support we needed from them and accomplished the
upgrade.

We use a third party for UNIX hardware support including the tape
library and fibre bridge but I'm not quite as rosy on that company.  
I think Datalink will do hardware and for a smaller Windows based NBU
setup it seemed they were fairly responsive to another coworker's call a
couple of weeks ago. 

-----Original Message-----
From: veritas-bu-bounces AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-bounces AT mailman.eng.auburn DOT edu] On Behalf Of Brooks,
Jason
Sent: Friday, June 22, 2007 10:27 AM
To: veritas-bu AT mailman.eng.auburn DOT edu
Subject: [Veritas-bu] 3rd Party Support

Folks,
        I know from past conversations that some here use 3rd party
support
for NBU.  I've just completed getting the quote for support for renewal.
The vendor that does the quote also offers support, but I declined going
with them now - too short notice.  So, in preparation for next year's
renewal (I know I have lots of time), can we do a brief poll?

Who's using 3rd party? 
Who are you using?
Performance vs. Symantec Support?
Escalation working?
Level of satisfaction with 3rd party?

I'll decline currently mentioning who the offer's through, but they are
a
COVA SWAM vendor out of Northern VA (for those in VA or nearby).

Thanks,
Jason

------------
Jason Brooks
Computer Systems Engineer
IITS - Longwood University
voice - (434) 395-2034
fax - (434) 395-2035
mailto:<brooksje AT longwood DOT edu> 

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