Unfortunately this is a trend in the SW industry.  Maintenance support
contracts are a big revenue generator.  I too disagree with the whole theory
and think it is a$$backwards when it comes to the the purpose of the web and
"self-help" systems.  We "users" can voice our opinions to Legato and others
by making statments to user groups, new groups and support managers.  I have
voiced my opinion and will continue to do so.

The sad fact is that Legato did not seem to make any effort to notify paying
support customers of the change.  TechDialog is no longer and now you need
to use www.legato.com/support/websupport and enter a generic user id and
password.  Depend if you are "extended" or "basic" you will receive a
different password.





-----Original Message-----
From: Stefan Bartels [mailto:stefan.bartels AT HAMBURG-MANNHEIMER DOT DE]
Sent: Wednesday, November 13, 2002 10:35 AM
To: NETWORKER AT LISTMAIL.TEMPLE DOT EDU
Subject: Re: [Networker] RES: [Networker] Tech dialog on web support
service


Hi,

why does Legato want that only customers with a direct Legato support and
Partners have access to that Dialog?
Now I have to open a call for every little problem which I normaly get
solved by the dialog (or not).
When I have to backup with new BMOs I first looked a that Information
source if any problems exist. Now that source is empty for me because I
haven´t a support contract with Legato. I have a support contract with a
Partner of Legato who don´t give me the login/password.

That makes me really angry about Legato.

Stefan

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