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Message Posted: Wed, 05 Mar 2003 @ 18:48:31 GMT


     
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Subj:   Re: Tech Center on teradata.com
 
From:   Hough, David A

My thanks to Jim LeBlanc for his thoughtful comments on this thread - I feel the need to clarify some of my remarks.

Let me say first that I don't think that NCR is deliberately attempting to hide the incident/DR information. If I've needed the information I've been able to get it from the RCA or the site reps, so it's not exactly locked down.

I also believe that things have improved enormously in the last 8 years. When I first started using the Teradata there was NO, repeat NO, customer accessible data available on the web at all. Nothing. There wasn't even an email problem submittal mechanism in place; you had to dictate everything over the phone.

Support Link/NCR Portal/www.info.ncr.com represent clear, positive steps in the right direction. We can quibble about implementation details, but that's not the point. NCR has in fact made an effort and committed resources to implementation.

My complaint is with the overall design, under which customers are isolated from one another and NCR acts an information broker. I would much, MUCH rather call another site have a problem like mine and chat with the people having the problem, rather than try and dig the information out of the DR after the fact.

I most especially want to see some means of matching tracebacks & problem descriptions to DRs to releases. If my site is getting ready to roll a new release through, I really want to know if I need the best efix before I go. And if I find a problem on my test system that is not yet fixed, I want to be able to hold off on upgrading the production system until the efix is available. And/or add my voice to those already asking for a solution.

/dave hough



     
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