Re: [Veritas-bu] 3rd Party Support [NC]
2007-07-03 09:29:20
3rd here. I keep a log of all my tickets... Its really a mixed bag of
everything from Symantec Support being completely useless / I have to
support myself to on one occasion I spoke to a NBU / RMAN Guru. I guess
my issue with the logs is that their standard response is, "send me some
logs, I'll hash it out for a week and email you back." Sometimes I just
want to have a chat about the scenario, and what's going wrong - but
they don't seem to have any working knowledge of the product. They sure
can comb through logs and find errors there though (if you've got a
while to wait.) I think before we get to the logs, I'd prefer to ask
someone whose done it before about the problem I'm having to see if
they've got a better way to do it, or any gotchas. Normally that is
this list here. And when I do have a genuine problem (like destaging) I
never get any of these "Engineering Binaries" everyone else gets. I'm
always told to "wait for next release." /sigh
Thankfully my environments are more or less stable now.
-J
-----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
misha.pavlov AT sgcib DOT com
Sent: Tuesday, July 03, 2007 8:53 AM
To: VERITAS-BU AT mailman.eng.auburn DOT edu
Subject: Re: [Veritas-bu] 3rd Party Support [NC]
I second on this.
Symantec support is awfull.
I feel like they dragg engineer's assignment for every ticket I open, so
the issue will go away on it's own or all related log files will expire.
This is not acceptable..
xman30 <netbackup-forum AT backupcentral DOT com>
Sent by: veritas-bu-bounces AT mailman.eng.auburn DOT edu
06/29/2007 10:00 AM
Please respond to
VERITAS-BU AT mailman.eng.auburn DOT edu
To
VERITAS-BU AT mailman.eng.auburn DOT edu
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Subject
[Veritas-bu] Re: 3rd Party Support
I don't use a 3rd party vendor but I'm not especially happy with
Veritas'/Symantec's support. I've had critical tickets open and they
were
passed from the US support center, to the Australian support center, to
the UK support center with no resolution.
In most cases I resolve the issues myself so a 3rd party vendor is worth
investigating.
Thanks
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