Keep in mind that the ESC is intended for "non-critical" calls only.  A
response time of several hours is reasonable in that situation.  For those
who prefer to call, that avenue is still there.  There are cases when I
prefer the ESC, because it allows me to describe the problem in detail, in
writing, so I don't have to worry about a dispatcher trying to paraphrase
my description and garbling it in the process.

>>> Craig Vespe <[log in to unmask]> 06/22/98 11:55pm >>>
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