K. Borgman wrote:

>My current beef/problem is that I placed a support call last week at 10:30
>and 10:40AM.  At 12:45 they returned my call.  It was a critical situation
>as I was at a remote vendor's site trying to recover data from a matching
>tape/drive.  (watch out for those DDS-1 heads going out of alignment).

ORBiT's response: I am looking at the call log...when the call was received, (at
7:19 am PST) you (or D.W.) were (was) asked, "Do you need to speak to tech
support immediately?"  The response was "no".  Had you requested immediate
assistance, your call would have been forwarded on directly to our British or
German office for immediate assistance.

On the average, our tech support group is able to take about 50% of the calls
immediately.  The remainder require a call back, usually within 15 minutes.
Occasionally, Tech Support may get hit with a a flurry of calls at once, in
which case, it might take longer. Two hours is on the far outer limits of our
response time, although I do not think that is out of the realm of
reasonability.

I would hope that, as a valued customer, if you ever feel you have another
"beef/problem" with anything regarding ORBiT, that you would give me a call or
email me.

>When I get back to the office that night, I have a bill for $2800 for
>support.....

ORBiT clarification:

The invoice was for *annual support and software updates", which coincidentally
arrived during this incident.  It was *not* for T&M services rendered.

Paul Meszaros
President
ORBiT Software
[log in to unmask]
800-89-ORBiT