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>From:  Jeff Kell[SMTP:[log in to unmask]]

>... my SupportLine coverage didn't cover weekends,
>only 8-5.  Huh?

Yes, we recently discovered this change... explained by HP as customers
desiring a higher level of support than available with the
follow-the-sun coverage previously available.  Of course, we would have
to pay for this new, higher level of service.  I don't understand why
customers would have been unsatisfied with the follow-the-sun support.
It has been extremely valuable to us in the past.  After all, who does
major system work (e.g. Jeff's update) during normal working hours?
This is precisely the time we need the response center's support.

Additionally, it seems like the only products on our fairly long list
that are covered after hours, even if we pay, are MPE and Glance.

To top it off, we were told that we were also eligible to make a further
one-time "contribution" in an amount approaching $18,000 to the HP
support cause to enable us to increase our licensed usage level to a
160-user level (lower than the unlimited-user level we had purchased
with the system).  We discovered this was somewhat misquoted, and we are
currently negotiating on this issue.  More to follow...

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  David A. Mohler                                  [log in to unmask]
  Computer Systems Manager               700 College Ave.
  Graceland College                              Lamoni, IA  50140


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