I hesitate to get involved here, because obviously I am part of the
problem.  But there are channels for problem escalation when you have one
open.  You can request duty manager involvement if you don't think your
response is timely.  And you can become a "crit sit" if you think the
appropriate resources are not being brought to bear on your issue.  These
get you additional people looking at the problem resolution process and
making sure that the problem is being worked.

But other than that, I am not aware of anyway you can "nudge Support"
except through your IBM/ Tivoli Marketing rep.  He or she can complain on
your behalf,  but unless you have a current problem open, I don't see that
as having much effect.  Most of the timeliness issues I am aware of come
down to headcount issues  -- how many skilled people you have and how many
want to do the product Support job.

I don't suppose it will do any good to say that our stats on problem
resolution time, APAR turn around, and all like that are competitive with
other Support groups in Tivoli.  In fact NetView consistently beats
Framework in these areas.

But if your aren't satisfied, then by all means, you should let someone
know.

My two cents.

James Shanks
Tivoli (NetView for UNIX) L3 Support



Connie Logg <cal AT SLAC.STANFORD DOT EDU> on 05/05/99 12:50:52 PM

Please respond to Discussion of IBM NetView and POLYCENTER Manager on
      NetView <NV-L AT UCSBVM.UCSB DOT EDU>

To:   NV-L AT UCSBVM.UCSB DOT EDU
cc:    (bcc: James Shanks/Tivoli Systems)
Subject:  Re: Netview support





I thoroughly agree.

At 02:40 PM 5/5/99 +1000, you wrote:
>Netviewers
>
>I'm looking for feedback on Netview Support. From our point of view in
>Australia, Support can only be described as extremely poor. Whenever we
log
>a call, we find it takes forever to get a problem acknowledged and have to
>continuously chase to get a response. More often than not, problems are
>fixed ourself or through the cooperation of this forum.
>
>Your feedback will be used to give Netview support a bit of a nudge in the
>case that this problem is universal
>
>Thanks and regards
>
>Phil
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Connie Logg    CAL AT SLAC.Stanford DOT Edu  ph: 650-926-2879
Network Management and Performance Analyst
SLAC (MS 97), P.O. Box 4349, Stanford, CA 94309

"Happiness is found along the way, not at the end of the road."