Re: JBA Millennium support

You did not misunderstand nor did you overreact.  Have you completed
applying all of the Y2K PTFs.  Unfortunately, we have not started yet due to
modified code.

>
>Last week I received a price quote for JBA's Millennium Support...because my
>company has less than 150 concurrent users, our price was "only" USD $9000.
>For that low, low price I would get three days of support over the New Year
>weekend, plus access for the entire month of January to the 1-800 telephone
>number that would move me to the front of the tech support queue ahead of
>anyone who doesn't shell out for the support.
>
>Nice 4th quarter, being-acquired-by-GEAC revenue enhancer, huh?
>
>Obviously, I have issues with JBA's approach here, I'm wondering if maybe I
>just misinterpreted what I've been told or am missing a point here
>somewhere. 
>
>       1.  Charging for support during the date rollover is ridiculous.  As
>far as I can tell, most major software vendors are planning to provide
>supporting during the date change.  I checked with one friend at an Oracle
>application site and one at a JD Edwards site...they haven't heard of any
>plans to charge extra for support or to close the support offices over the
>New Year weekend.  
>
>       2.  I'm sorry some rocket scientist in the administrative office
>decided that the week of New Years was going to be a JBA holiday.  But I
>don't care.  What kind of support organization just completely discounts the
>Y2K rollover?  Okay, in a regular year closing over New Year is a little
>inconvenient for customers doing year-end processing, but this one has the
>potential to affect ALL customers.
>
>       3.  Was 12/31/1999 such a surprise to JBA that they couldn't have
>announced this plan last summer, when I could have had a shot at budgeting
>for it?   Or would it have given people a chance to raise a fuss, rather
>than hitting them in September 1999, three months before the date rollover?
>
>       4.  If I don't buy the Millennium Support package, for the entire
>month of January my calls go behind all the calls for people who do.   So if
>I've done a good job with my Y2K testing and don't feel the need to boost
>JBA's bottom line some more,  I'm punished with tech support delays.
>
>       5.  There was no mention of how they were going to communicate any
>newly-discovered bugs in January.  I wonder if I have to pay the nine grand
>to find out about those...
>
>
>If you think I've misunderstood the program or am overreacting, please let
>me know.  At the moment I have a pretty low opinion of the program and the
>management that would put this in place.
>
>
>Craig Reise
>IT Team Leader
>Pollak, A Stoneridge Company
>


Charlie Massoglia, Massoglia Technical Consulting, Inc.
PO Box 1065, Okemos, MI 48854, USA
517-676-9700  Fax: 517-676-1006  EMAIL: cmassoglia@voyager.net


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