AIX and SP brings a live tech support person quickly. The few timesI
called for TSM, it was always a long reply time.

>>> Mark.Bertrand AT USUNWIRED DOT COM 02/19/03 10:00AM >>>
I was not going to post to this message, but I found it SO surprising
that I
could not let it go by.

<snip>
If yur hold time with IBM is more than 5 minutes the operators
are busy. If its more than minutes to get to the tech, then all
the techs are busy. There are times that I have waited 15+
minutes, but this is rare.<snip>

Wow, is this how everyone's support calls go? What number are you guys
calling? When I call 1800 848 6548, I usually get to talk to a person
right
away that assigns a PMR, but usually end up waiting hours or days for a
call
back.

Wow, 15 minutes, just wondering if this was the norm out there.

Thanks,
Mark B.

-----Original Message-----
From: Sias Dealy [mailto:hnre AT UREACH DOT COM]
Sent: Wednesday, February 19, 2003 8:33 AM
To: ADSM-L AT VM.MARIST DOT EDU
Subject: Re: 5.1.6.2 is out


Geoff,

I know of a company that once lay off IBM hardware and software
and went with another company.

The first month or so everything seem to be fine. Then the
hardware started to have some problems and then everyday there
was a problem with the hardware. The hardware tech practically
lived in the company.

When calling in for support. The wait in the hold queue was
about 15+ minutes just to get to the person to get your
information and then it was another 20+ minutes to get to the
tech. After a year the company went back to IBM.

If yur hold time with IBM is more than 5 minutes the operators
are busy. If its more than minutes to get to the tech, then all
the techs are busy. There are times that I have waited 15+
minutes, but this is rare.

In my shop we do not install the patches unless there is no
work around. With patches you can solve one issue and introduce
a new unknown issue.
If we are not experiencing any problems we do not install any
patch code.

Maintence code is what we mostly upgrade to.

Sias


________________________________________________
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---- On    , Gill, Geoffrey L. (GEOFFREY.L.GILL AT SAIC DOT COM) wrote:

> This morning I've seen email asking us to lay off IBM. Does
anyone have any
> further experience with any level of 5.1.6 that can convince
anyone it's
> stable?
>
>
> Is anyone on 5.1.5x satified with that delivery?
> Is anyone who is on 5.1.6.0 satisfied with the delivery?
> Is anyone on 5.1.6.1 satisfied with that delivery?
> Is anyone ready to move to 5.1.6.2?
>
> Geoff Gill
> TSM Administrator
> NT Systems Support Engineer
> SAIC
> E-Mail:    <mailto:gillg AT saic DOT com> gillg AT saic DOT com
> Phone:  (858) 826-4062
> Pager:   (877) 905-7154
>