 | | | support of ES | support of ES 2003-12-02 - By Stephen Smoogen
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On Tue, 2003-12-02 at 12:33, Zate wrote:
> >
> > We are eating the 24x7 support ourselves, but we have always done that
> > so it isnt a big deal.
> >
> > 24x7 is expensive to do... At the smallest scale, you have to staff it
> > appropriately (people want more money for working 0:00- >08:00 for some
> > reason) with 3-4 people who are mostly idle [They can do left-over work
> > but it has to be low priority since a phone call is always higher
> > priority. You also have to staff at least 1-2 more people than you would
> > normally because of sick/vacation time]. Putting them on pager and all
> > that gets complaints from customers that they are paying for wait time.
> > You also have to then have 'support personell ' who are also working
> > those hours to make sure the phone, computers, etc are working. Then the
> > customers dont want to pay for those costs because they have their own
> > costs to look at.
>
> i can understand all that... but why offer it for AS but not ES?.. arent
> they essentially the same ?
>
Well if the prices for technicians and engineers hasnt changed much,
then the price added for 24x7 is the biggest part and you wouldnt see
much difference between AS 24x7 and ES 24x7. Of course it could also be
the fact that the marketing and sales seem as confused as everyone else
about what ES/AS are doing/are for. The word is that the Sun salesmen
are starting to use that here (why deal with such confusion, here is our
pricing model, and here is what we will give you for your first year.)
Of course this is also what a crack salesman tells you.. first ones
free...
In the end, I think RH is trying to find out if new business
pricing/models are going to work.. and then scrap the ones that dont for
ones that do.
--
Stephen John Smoogen smoogen@(protected)
Los Alamos National Lab CCN-5 Sched 5/40 PH: 4-0645
Ta-03 SM-1498 MailStop B255 DP 10S Los Alamos, NM 87545
-- So shines a good deed in a weary world. = Willy Wonka --
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