RE: [cobalt-users] Watch out for Sun support

[<elmer@xxxxxxxxxxxxxx>]

On Thu, 2 Aug 2001, baltimoremd@xxxxxxxxxxxxxxx wrote:

} I have a very sad feeling that Cobalt users/oweners are viewed as a
} cash cow, and get milked as the opportunity arises...which doesn't give
} me a warm and cuddly feeling.

Hi Thom,

	Have you ever really sat down and figured out what it costs
to provide quality support services on a scale such as that faced by
Cobalt? They more than likely have a T1 or better just for inbound
support calls. It probably terminates into a very expensive ACD, the
agents that handle the calls need to be trained and paid - paid
more than most because of the intensity and complexity of what they
do. They also need desks, terminals, phones, insurance, nice working
conditions, supervision, monitoring and more. They sometimes play
hookey so one needs more agents than they actually need. Equipment
breaks, insurance rates rise, etc. A company the size of Cobalt most
certainly has to have a HR department just to keep their butts out
of the wringer, and the list goes on and on and on...

	Worse yet, perhaps, the agents and the equipment they need
to do their jobs has to be there even if nobody is calling.

	Then again, if your Cobalt is down, clients are screaming,
and business is leaving, $95.00 is a small price to pay for the
answer you need to get things back on track.

	brent