Ummmmm... Dumb question - who is providing the warranty? If the telco is, that's one thing (and I never trust telco warranties). If it's not, then all they've done is made life more difficult for you in the long term if they're not training you at all. They're making you continue to rely on them for what you need which is very lucrative for them. 3Com does not require a telco to install and/or maintain your hardware in order to have warranty support. If I were you, I would get in contact with your 3Com sales rep to find out about Total Control training and then have the telco leave you and your chassis alone. I would do the same for your routers. Our ILECs are notorious for making things difficult for customers who want to know what's going on but just haven't had a chance to learn yet. Our CLECs, on the other hand, are often very helpful. (ILEC = incumbent local exchange carrier, CLEC = competitive LEC) Kevin Benton Network Administrator SOTANet LLC, A Voyager.net Company On Wed, 2 Feb 2000, Steve Cobb wrote:
Date: Wed, 2 Feb 2000 11:48:35 -0500 From: Steve Cobb <stevec@computer-geeks.com> Reply-To: usr-tc@lists.xmission.com To: usr-tc@lists.xmission.com Subject: RE: (usr-tc) Support Contract survey
Sorry about posting off topic but I can't seem to make a new post, just reply???Anyway,,,
We are a new ISP and all our equipment (routers, USR TC) were installed by our TELCO provider for warranty purposes. However, I would like to learn as much a possible about our equipment, specifically our TC chassis. I don't know what kind of cards we have, what revisions, etc. This is all information I would like to know. Where can I get familiar with the equipment I have?
Steve Cobb Computer Geeks stevec@computer-geeks.com www.computer-geeks.com
-----Original Message----- From: owner-usr-tc@lists.xmission.com [mailto:owner-usr-tc@lists.xmission.com]On Behalf Of Mark Thornton Sent: Wednesday, February 02, 2000 10:36 AM To: usr-tc@lists.xmission.com Subject: Re: (usr-tc) Support Contract survey
I may not have responded to your survey so I am doing so now...
We do not have support at this time and are very unlikely to do so at the prices charged vs. service rendered. We get our support from vendors, and access to software updates as a result of continuing purchases for additional hardware (primarily DSP's). If support were affordable we would purchase it tomorrow. I like living with a safety net, but I won't pay outrageous prices for it. I also noted someone talked about a per incident charge, but I was rejected at 3Com tech support some months ago if I wouldn't buy the big contract on the spot. There was no offer for per incident support. I use per incident support form Microsoft and find it to be very effective, though I have tried per incident support for Linux and other applications with less success. I think that is because of how long M$ has been doing it, the others will catch up very quickly. Per incident support is easy money anyway. When the network is down, administrators typically have an open checkbook to get the problem resolved. That same checkbook is notoriously difficult to crack when things are working fine.
I don't understand why I can buy a support contract the lets me talk to the support folks for a single price. Whether I have one or twenty chassis's, I'm typically only going to ask a question once then apply it to all chassis. The same is with the software upgrades. The 24 hour replacement policy on hardware I can understand being a per chassis charge.
Mark Thornton San Marcos Internet, Inc. 512-393-5300
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