Re: EC Support

[DaleGindlesperger@xxxxxxxxxxx]

Eric,

I may be wrong on this, but my understanding of MAPICS software developed
by affiliates and/or business partners is that if you request support
through the Support Line (e:Info), and if they can't answer it themselves
from their on-line information, they forward the call to the
affiliate/business partner for resolution.  At any rate, I have gotten
calls back from ISE on Paperless (MDCC) and Lexel on COM_Net (Commerce)
questions that I submitted to the Support Line.  I've also gotten calls
from the MAPICS Support Line staff.

I know that you can also request help directly from ISE and Lexel from
their web sites (I do that, too).  But I suspect MAPICS would prefer you
contact them through e:Info so they have the problem logged in their
system.  How else would they know about the problems and questions?

Dale Gindlesperger
IT Manager/Special Projects Leader
Fleetwood Folding Trailers, Inc.
258 Beacon Street
Somerset, PA  15501




                                                                                
                                                        
                      "Eric Wolf"                                               
                                                        
                      <eric_a_wolf@hotma        To:       
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                      il.com>                   cc:                             
                                                        
                      Sent by:                  Subject:  EC Support            
                                                        
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                      04/30/2004 04:52                                          
                                                        
                      PM                                                        
                                                        
                      Please respond to                                         
                                                        
                      MAPICS ERP System                                         
                                                        
                      Discussion                                                
                                                        
                                                                                
                                                        




Has anyone heard that MAPICS is removing the support function from the
affiliate that wrote EC and having the hotline handle the calls?

Are they also doing that with ISL, KBC, COM_Net and every other outsourced
product?  Wouldn't keeping it with the people that wrote it be better
support for the customer?

Just my twenty cents(inflation)...
Eric
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