[Technical] Software Support

[Clark, Ian C]

> -----Original Message-----
> From: tech-bounces at edulists.com.au 
> [mailto:tech-bounces at edulists.com.au] On Behalf Of Donna Benjamin
> Sent: Sunday, 26 February 2006 8:34 AM
> To: Technical Discussion in Schools Mailing List
> Subject: [Technical] Software Support
> 
> Picking up from the Audacity thread on the IPM list...
> 
> - What does having 'commercial support' for software entail?

It means that you don't have to rely on the quality of your inhouse IT
staff as much, or on whether the developer has the inclination or the
spare time to help you out. 

It means you regard the technical support for your Line of Business
software as important as the technical support for your hardware i.e.
what's the use of the school's curriculum server running if the database
on it responsible for your reporting or library package *isn't* running?

There are businesses that just won't choose software vital to their
operations if it doesn't come with a support contract. They may even
specify a Service Level Agreement, with standards for response and
fixing times.

In Australia, MYOB have a modest product, but a same day phone support
system for its registered customers have made it very popular.

With such popular products (SAP, Oracle, J2EE and Exchange are just some
of the other examples), it becomes worthwhile for several skilled
individuals to earn a living as specialists in the software, and so you
have a whole industry of third party support and training.


> - Do you ring Microsoft or Adobe when you have trouble with 
> their software? Or do you ring the reseller who sold it to you?

Yes, you or your IT support staff can ring them or go to their websites
for support. If the trouble is because of a scratched or otherwise dud
CD, in Australia there are obligations on the reseller too - he/she
can't just fob you off to the manufacturer.

> - where do you go for training for new software?

Training is an industry in itself, from the companies that do courses
aimed at support companies (usually industry certification of one kind
or another) to CAE courses, to SERCT for schools.

Cheers,
Clarky


Important - 
This email and any attachments may be confidential. If received in error, please contact us and delete all copies. Before opening or using attachments check them for viruses and defects. Regardless of any loss, damage or consequence, whether caused by the negligence of the sender or not, resulting directly or indirectly from the use of any attached files our liability is limited to resupplying any affected attachments. Any representations or opinions expressed are those of the individual sender, and not necessarily those of the Department of Education & Training.