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Message Posted: Thu, 06 Mar 2003 @ 12:28:12 GMT


     
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Subj:   Re: Tech Center on teradata.com
 
From:   Meade, Cornelius

Hmmm.....speaking as a multi-disciplined dba,... I'm not saying that you do not have a problem in your support chain but a week of elapsed time between when you discover a problem and you get some definitive feedback on it is not an unusual occurrence in my experience with Teradata support or the support organizations of any other RDBMS you might choose.... That said however, do not construe my comment here to mean I would not like to see this work better. In fact I agree totally with those that have pointed to the open nature of the MS knowledgebase as an example that NCR might consider. I also can understand some of the comments made by some of the NCR personnel that the DR environment was originally conceived as an NCR internal support tool but the fact remains that it appears to be an identifiable source of the kinds of information customer personnel that also are a part of the support network for teradata facilities want/need to have access to. For a customer dba to be able to ask someone at NCR to pull some potentially relevant data from the DR environment requires prior knowledge that something of value is there. NCR's position might be that when a problem is reported to their support organization they themselves leverage the DR environment to find possible commonalities. While I am sure that is true, I am also sure that if the customer dbas had direct access to this data there would be an overall improvement in the level of service they can provide for their teradata environments and such an improvement can only benefit both NCR and their customers......



     
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