On 2012-09-04T10:50:11, "EXTERNAL Konold Martin (erfrakon, RtP2/TEF72)"
<[email protected]> wrote:
> I was reporting a serious bug in _your_ product and instead of
> thanking for the bugreport you simply closed it as invalid
The bug was reported without a support contract. A support contract
usually being the pre-requirement for us to investigate and discuss with
a customer in more detail. Triaging, analysis, and investigation take
time, and time costs money.
Sorry to be blunt, but: figuring out if you hit an actual bug in the
code or had a configuration issue would have taken time away from
customers who have paid for our time and resources.
We pick up fixes that came in via upstream. We work with the community
on upstream versions. (At lower priority than support contracts,
obviously.) *But* our business model involves taking money (or at least
a prospective business case, an evaluation which is in the hands of
sales) from those who want support on SLE.
> and later claimed that the bug was never reported.
I already apologized for that. I checked only the SLE HA bugs, not those
reported against other products and projects, and I process so many bugs
that I can't remember every single "invalid" report we got.
Martin, you are complaining that we did not investigate a possible bug
in SLE HA that you reported against openSUSE, because there was no
support contract, or at least a pre-sales engineer involved. If you had
asked sales about a competitive situation, I'm sure they'd have worked
with you. And you'd have received not just a "is the product bug free in
my environment" result (in my experience, no software ever is, except
for TeX - the question only is if you've already found the bug or not),
but the support capabilities which, in my opinion, are the real selling
points of the Enterprise distributions.
I'm sorry that it didn't work out as you liked, and I am sorry that you
hit a bug in your environment in the first place.
And I don't think this is an appropriate discussion for this mailing
list. I apologize to the other subscribers.
Regards,
Lars
--
Architect Storage/HA
SUSE LINUX Products GmbH, GF: Jeff Hawn, Jennifer Guild, Felix Imendörffer, HRB
21284 (AG Nürnberg)
"Experience is the name everyone gives to their mistakes." -- Oscar Wilde
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