Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
- Subject: Re: [Fed-Talk] Re: Response to 'A Flame' and Problems Waking Machines After 10.4.9
- From: Dave Schroeder <email@hidden>
- Date: Thu, 26 Apr 2007 13:45:43 -0500
On Apr 26, 2007, at 1:39 PM, Roy Mendelssohn wrote:
I don't mind flames. I mind Apple's snafu.
Enterprise Applecare costs $5000-$17,000. We do not have that kind
of money . I am glad you do. We have basic Applecare support -
which takes many levels of and a lot of time to get to a
knowledgeable person.
Agreed 100% that basic AppleCare is not enough for Mac OS X Server
support. None of this diminishes the fact that Apple broke something
with an update, of course. But these problems do occasionally happen,
and the only channel at Apple really equipped to deal with this is
Apple's Enterprise AppleCare support.
BTW - My agency's Apple rep has no problem contacting me when he
wants me to buy something - but when Apple fries my server, there
is silence. My app does read this list and could have responded.
Well, the account channel is admittedly a sales channel. No doubt
about it. Over the years, I have found the account executive's
counterpart - the systems engineer on the account - to be a valuable
resource in times like this. Most SEs understand that solving a
customer's issues will presumably translate into future sales. But
even so, it's not a real "support" channel. Apple's support
mechanisms for its enterprise gear are really embodied almost
exclusively in its enterprise support infrastructure, which is all
within the AppleCare Mac OS X Server Software Support programs.
Support contracts are a part of the cost of doing business with most
enterprise vendors. I'd really look into an option for having at
least Select if you do have critical Mac OS X Server systems you're
administering.
- Dave
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