On Tue, Apr 7, 2009 at 8:45 AM, Michael Semcheski <mhsemche...@gmail.com>wrote:
> I don't want to > hear that I have to file a bug report - I'd rather open a trouble > ticket, upload my log files, and let a level 1 technician write the > bug report and give me the solution. What it comes down to is my > employer can't / won't pay to "support a project" or fit a policy. We > will pay for support to put an upper bound on the amount of time our > staff has to spend working with something. > > Interesting... I've been on both sides of this equation many times and my experience has always been that every intermediary in the communication loses/distorts information, so if I really want something to be fixed the best strategy always seemed to be provide the best possible report with clear steps to reproduce the issue. This is probably a topic for a different thread, but I think it is directly related to why this thread started. What are your expectations for support? Have you ever had support from Oracle(replace with enterprise software company of your choice)? Did that put an upper bound on the amount of time your staff had to spend working on anything? I want to explore this topic so Reductive Labs can provide the most valuable support possible by understanding everyone's expectations and motivations. --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Puppet Users" group. To post to this group, send email to puppet-users@googlegroups.com To unsubscribe from this group, send email to puppet-users+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/puppet-users?hl=en -~----------~----~----~----~------~----~------~--~---
