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

[baltimoremd@xxxxxxxxxxxxxxx]

On Thu, 2 Aug 2001 elmer@xxxxxxxxxxxxxx wrote:

> 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?

No, but I tell you, using your logic and figures, I'd love to have my
business regulated by the Public Service Commission...then ask for
a modest 10 per cent profit....

My Dad used to work for a defence contractor...and used to tell me about
"cost plus" contracts....the winning bidder was the one who promised the
smallest markup...but, no one controlled the cost of the item to be marked
up....so, they LOVED to buy 600 buck toilet seats, instead of 6 dollar
ones.

But, I'm out of my league...my only "pay for support" experience is with
Microsoft...but NOT for NT, WIN2000 or anything as exotic as a server.(g)

In retrospect, it would be interesting to know how many of the pay for
support calls were generated by:

Cobalt produced problems;
User induced problems

I suspect the largest number of calls are in the second set...as we see
over and over again that things "break" when someone trys to do something
in a manner other than the "Cobalt Way".




> 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...

Gawd, I feel so small and puny.  Based on that economy of scale, I'd feel
terrible charging more than 49 cents for a support task for my clients.
But, I can charge them $49.51 for processing the ticket.

> 	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.

I don't think I'd describe it that way...I'd say that in that
type of situation you need to budget $95.00 bucks, pay it and get on with
life.

thom
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