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  3. April 2000

RE: Web Tech Support

  • Subject: RE: Web Tech Support
  • From: "Karen D. Summers" <ksummers@xxxxxxxxxxx>
  • Date: Fri, 14 Apr 2000 20:29:56 -0700
  • Importance: Normal
Title: Web Tech Support
I will probably get flamed for saying this, but I use online tech support for Bill's apps all the time.  It works quite well (which is more than I can say for some of his apps).  I have been able to find seriously obscure information on the site.
 
I did try to download some PTF's from IBM, but had to price a maintenance contract because I didn't have access and decided against it - ended up on subscription and get them sent snail mail now.
 
Not surprisingly, the best support I have for non-IBM 400 apps is a) the archives of this list and back articles on the News/400 site (oh, sorry, the AS/400 Network).
 
The big 400 software houses have disappointing service online.  On most you can't even get docs...
 
I live on as400.ibm.com and the developer net.  They are very comprehensive.

Karen
The opinions expressed are my own and may be the opinion of my company if I say so.

-----Original Message-----
From: owner-midrange-l@midrange.com [mailto:owner-midrange-l@midrange.com]On Behalf Of Pam Jones
Sent: Thursday, April 13, 2000 10:02 AM
To: MIDRANGE-L@midrange.com
Subject: Web Tech Support

Anybody had experience with online tech support for apps? Looks like what's out there is mostly email problem submission, FAQs, how to contact phone support, white papers and such. A few companies offer downloadable updates or let you search the same knowledgebase their phone support people use. Looks like IBM has the most sophisticated offering with Electronic Services for AS/400 (new last October, see http://www.as.ibm.com/asus/mus49r1.html) but it's only for people with maintenance or support line contracts.

Just curious whether anyone's tried using online support of any kind, especially this new one from IBM, and what it was like.

Pam Jones
Industry Editor
NEWS/400
615-391-5415
pjones@as400network.com



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