I think the point was missed that ESC's Software Support facility is really
meant for low priority software-related issues, only.  High-priority
response calls are still made directly to the HPRC and are handled as
required by the customer.  I've used ESC for many low priority questions or
problems, and I've never had an unsatisfactory experience.  Occasionally,
an engineer (RCE) will want to talk directly, but most issues have been
handled electronically.  I would never substitute ESC for a critical
problem -- and our systems are all considered mission-critical.

Lee Gunter     `    [log in to unmask]




From: [log in to unmask] on 06/22/98 10:55 PM

Please respond to [log in to unmask]


To:   [log in to unmask]
cc:    (bcc: Lee Gunter/BCBSO/TBG)
Subject:  Re: electronic support center




In a message dated 98-06-22 21:25:34 EDT, [log in to unmask] writes:
<<
 I actually placed my first ESC "support call" yesterday (actually, late on
 Sunday night) and an engineer was on the phone this morning.
 Needless to say, I was quite pleased :) >>
   Sorry, but I wouldn't be - maybe this type of casual support works in
non-
   mission-critical situations, but there are actual mission-critical
situations.
   A doctor needs a file on a patient and doesn't have his chart.  "The
system
   will be up - Tuesday".  Having a human on the other end of the line, who
   can make informed decisions about the seriousness of a situation, is a
joy.
   I can't believe people are happy with systems that take twenty/thirty
minutes
   to wade through before you get someone who transcribes your problem and
   makes a judgement call based on how you loud yell.
   cv