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Message Posted: Wed, 05 Mar 2003 @ 21:27:04 GMT
I'd like to chime in with comments based on Charles Kim's post and the note from Eric Paddock.
First on Eric's post:
I would like to disagree slightly with Eric's comments. TCS is a very good organization but a "Ralph Nader" should to be an outsider. Luckily, an outsider does exist, and I believe the resource is VERY UNDERUSED by the Teradata Customer base.
If you have any type of issue that is related to Teradata service and services, you should be in contact with the Partners Service Focus Team. In the SFT you have 15 customers who take on just this kind of issue. Are you concerned with the number and makeup of incidents affecting a release? That is a major topic for the SFT.
Also the team has been very active in recommending and testing improvements to @YourService. One change you should note in your incidents is the link that now exists from an incident to the related DR's. The SFT is currently working toward a fuller definition of what the DR fixed, what the problem was, etc.
The ability to open and update incidents via the web is based on efforts by the SFT. The ability to provide feedback on how an incident was handled is based on efforts by the SFT.
The original reason many of you were able to see the extended readme files was due to actions by the SFT. Yes the original author has stopped putting them together due to a change in job assignment. The good news is, the SFT saw the value in them and has been working with the GSCE to get them reestablished in a much more usefull format. The information is available on [email protected] Service, the readmes for V2R5.0.0 have been posted on the Teradata Documentation and Resources page.
The SFT is very much in favor of much more open communication regarding both incidents and DR's. With input that we can attribute to specific customers will add even more weight to our discussions with NCR on this kind of issue.
Bottom line, if you have an issue that a Ralph Nader should address with the Teradata team, contact a friendly SFT team member. You can find contact information on us at the Partners website:
The SFT is a group of customers, just like you, and they have the same interests you do. Get in contact with them. Let them know what is troubling you. Tell them what you need to better support your company. Members of the team are attending the US and Canada regional user groups and the annual Partners conference, stop them and tell them what you want to see. They want to talk to you.
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