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, > Rainer > > _______________________________________________ > CentOS mailing list > CentOS at centos.org > http://lists.centos.org/mailman/listinfo/centos > > 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.