[CentOS] Caught between a Red Hat and a CentOS
clintd at scms.waikato.ac.nz
Mon Oct 19 21:12:01 UTC 2009
Rainer Duffner wrote:
> Amos Shapira schrieb:
>> 2009/10/19 ken <gebser at mousecar.com>:
>>> In the couple of months I've had the need to contact Redhat support on
>>> just one issue and their "support" has been terrible, so far completely
>>> useless and a waste of time. I don't know what Redhat charges us for
>> The only guy I personally know who went with RedHat "because their
>> support was included for free with our servers" reported the same.
>> I'm a bit surprised (and disappointed) to hear such negative
>> testimonials about RedHat support.
>> Do others have different experience?http://download.openoffice.org/other.html#en-US
>> Could it be the the quality of support is tiered by how much you pay,
>> enough to make a difference?
> I think the end-result may be just that, but for a different reason than
> one may think.
> Note that I don't have a deeper insight into what actually goes on at
> RedHat, but this is what I think happens, based on my own observations
> supporting customers.
> If you are a large customer, you open cases more often and maybe even
> have dedicated support-staff.
> After a while, that staff knows the way around your hardware, your
> network and gets a feeling for where the problem may lie.
> It's incredibly difficult to diagnose a problem with just the few lines
> you usually get from a support-ticket - I dare say almost impossible.
> Also, of course, with a larger contract, you may get to 2nd and
> 3rd-level support easier/quicker.
> Best Regards,
> CentOS mailing list
> CentOS at centos.org
My Experience has been that its the difference between installing system
and setting up systems for production use. In New Zealand at least it
seems that if you can have a system where everything is installed in the
standard way with a default configuration then you can get assistance.
If your installation varies from this at all, the first statement is we
won't / can't help until you move to the standard default configuration.
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