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Old 09-18-2010, 06:47 AM
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rogerg rogerg is offline
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Default Support Rant

Having spent several years in the mid to late 90s implementing and supporting WANs using Cisco products, I can tell you there is or was a big difference in the support experience. With a SmartNet support contract, I had access to:
  • All IOS software, including beta versions.
  • Tons of sample / example configurations
  • Support engineers that would either walk you through programming and or remote in and perform it. ...and not charge you just because you needed programming help.
  • 24/7 Support engineers that really new the products.
This type of support allowed me to complete implementations and know that in an outage, I would find help with their TAC.

That is how you become the leader. The greatest technology means nothing if the customer can't make it work for them.

I absolutely love AVAYA's products and promote and sell as hard as I can with my company and peers, but AVAYA Labs / Devs can't do it all. We need good SE and support.
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Gary Rogerson
AVAYA ACE
 

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