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? > > 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