Jeff Kell wrote:
[snip]
> I had no idea this "transition" had taken place.  It was my
> understanding that SupportLine software support was 7x24 independent
of
> any hardware contract you had.  It probably is, but the old telephone
> calls have been replaced with the ESC web service (apparently).
Again,
> it was news to me, and couldn't have come at a worse time in terms of
> short-term panic.  It was this telephone access in emergencies that
> led me to give up on our former PSS service (but even so, if you have
> PSS do you have to have a 7x24 HW/SW support level for the phone now?)
>
> Am I the only one surprised by this?  When did it change?  I don't
know
> that I'll continue planning my updates on the weekends, or at least
> I'll get an early start in the event of resorting to the 2-hour
minimum
> guaranteed turnaround on ESC postings.
>
> Jeff Kell <[log in to unmask]>
>

HP advised me of the change in our last "account review" type meeting
with our service and support "team" back in Jan. PSS doesn't matter. We
only get "afterhours" software support if we pay extra for it. The
"rationale" was that we weren't "actually paying" for the afterhours
service and that is was a "freebie" from just routing phone calls around
to the world to the RC that was currently open. HP is now staffing the
"local" RC 24 hours, so we would have to pay for the "extra" service if
we wanted 24 hours software phone-in support. They did point out the
electronic call submittal alternative.

I also recall getting one odd letter, in Feb. I think, probably
addressed to the "contract" contact, that attempted to explain this
change in a "nice" way - something like HP was offering this new 24x7
services and if we wanted it we could pay for it, etc. and oh, by the
way (if your still reading this) that free afterhours support is gone.
On Monday I can try to dig it up in the office and quote it, if you or
anyone is interested.

I really thought they just meant add-on subsys type products, not FOS.
I do recall that the pricing for the afterhours was an all or nothing
kind of thing - you couldn't pick which products nor could you pick just
evenings, but not weekends - no flexibility at all.

Since I have PSS, HP has been doing most of our updates, so they would
naturally be done during business hours anyway, so I didn't protest too
much.

Oddly, there is still a designated "afterhours caller" on the contract.

Richard Gambrell
Xavier University of Louisiana