Re:Your nines are not my nines
by JohnFen on Wednesday July 17, 2019 @07:08PM
(#20464954)
Where I currently work (all of our customers are enterprises), we encounter this all the time. I'd say about 90% of our serious support tickets are problems with the customer's system or code and are completely out of our control.
However, we will spend a great deal of time resolving their issues regardless. Last week, for example, we had a customer encountering failures with their program using our product. I obtained the source for the customer's application and debugged it for them.
I like that we do this -- it's really nice to solve a customer's problem, and even nicer to be able to tell them it wasn't the fault of our software. It's expensive, of course, but our support contracts are priced to take this into account.
However, we will spend a great deal of time resolving their issues regardless. Last week, for example, we had a customer encountering failures with their program using our product. I obtained the source for the customer's application and debugged it for them.
I like that we do this -- it's really nice to solve a customer's problem, and even nicer to be able to tell them it wasn't the fault of our software. It's expensive, of course, but our support contracts are priced to take this into account.