Re: EDI & TrustedLinkEnterprise

["Jim" <jcannon@xxxxxxxxxxx>]

Thanks for the insight into the inner workings of SSA. So what you are 
saying is, the product is available, but without support. So what makes you 
any different from any other software vendor? 

 

Date sent:              Mon, 14 Jun 1999 22:34:33 -0400
From:                   William Childress <WilliamChildress@compuserve.com>
Subject:                EDI & TrustedLinkEnterprise
To:                     "INTERNET:jcannon@antigua.com" <jcannon@antigua.com>

Jim:

We are trying to control the release of the product to ensure it is
successfully applied.  We are deeply concerned that someone will take the
product without education or experience, and attempt to install and upgrade
it.  

In the past, that approach has been a formula for disaster, and every
Client who has attempted that has wound up with a crisis, put themselves
out of EDI business for some period of time (sometimes weeks), and consumed
endless HelpLine hours.  Unfortunately, we are very limited in our HelpLine
support at this time.  We can provide normal HelpLine - if there's a bug,
we'll guide you past it, or get you a fix.  But we can't provide the kinds
of consulting necessary to get Clients out of these problems.

Therefore, the person who orders the software will be asked some questions
like, "How soon does the Client want the software?", "Does the Client have
sufficient experience and knowledge to implement the product?", "If not,
when will someone from SSA be onsite to provide that guidance?", and
finally, "What is the name and phone number of the person with the
knowledge to ensure the implementation is successful?"

To date, we've had hundreds (nearing a thousand) upgrades.  Our success
factor has been phenomenal when we have someone on site who knows the
product.  That's all we're asking - make sure we both succeed.


Bill


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