Support adventures

That actually sounds ridiculous.
You ask support: Hey guys, I would like to resume using your product (and pay money for support, and, may be, I will buy extra software and license), all what I need is to get installation media to perform some tests
And answer is: Fuck off!

Alvaro de Andres' Blog

I’ve said many times that support is mostly useless, and that support metrics do more harm than good.

I’m currently involved in a migration from an old 6.0 environment to 7.x (this means that we have to install a clean 6.0 in the new servers, upgrade to 6.6 then upgrade to 7.x), so, as 6.0 is out of support, the downloads aren’t available. Of course, this means having to engage with support, while the customer approaches OpenText reps to get the installers. As expected, the support way was quite short:

Me: Can we have access to the Documentum 6.0 for Linux/Oracle installers in the download section or in the FTP?

Support: Unfortunately Documentum 6.0 is out of support .You can access the documentum content server 6.6 and later versions

From a support metric perspective, this gaves support “premium” rating:

  • Incident resolved: check.
  • Time from opening the case to closing it:…

View original post 89 more words

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