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
cc

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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