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