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Conference azur::mcc

Title:DECmcc user notes file. Does not replace IPMT.
Notice:Use IPMT for problems. Newsletter location in note 6187
Moderator:TAEC::BEROUD
Created:Mon Aug 21 1989
Last Modified:Wed Jun 04 1997
Last Successful Update:Fri Jun 06 1997
Number of topics:6497
Total number of notes:27359

2205.0. "Who supports SVP modules?" by CUJO::HILL (Dan Hill-Net.Mgt.-Customer Resident) Tue Jan 28 1992 01:10

    My customer as asked who will support the AMs, FMs, and other such
    modules written by members of our Strategic Vendor Program?
    
    Will it be Digital, or will it be the third-party vendor?
    
    Will they be able to contact a single Digital representative to have
    any problems resolved, or will they have to make separate contacts
    for each SVP-member from which they purchase a module?
    
    
    
    
    
    -Dan
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2205.1an answerTOOK::MATTHEWSFri Jan 31 1992 09:4221
    There are many answers to your question. One for each particular
    module. 
    
    The general answer is that the SVP modules are bought from the
    SVP vendor thus the vendor provides the support. In some cases,
    DEC field services will have a contract with a particular
    vendor for the support of a module and in that case DEC will
    provide services as part of that contract. This situation does
    not exist today but there has been negotiations around this at
    various times in the past. 
    
    In some cases, a customer can negotiate a service contract with
    DEC to support a list of OEM products. In this case it is
    up to the field service reps and the customer to define the
    support arrangement.
    
    There is no commitment by DEC to support these products. We are
    altruistic but not crazy. We can't blanket commit to providing
    support for products from which we derive no revenue.
    
    wally
2205.2Vendors support their own modules so farDELNI::TERZIANFri Jan 31 1992 18:309
    Currently, the vendors we work with support their own products. 
    Digital often sells the modules, such as the Vitalink AM, or the TE
    Concepts AM, but we do not support them.  If it makes you feel any
    better, the Vitalink customer center has received only 2 calls in the
    six months the product's been shipping.  My guess is that a lot of the
    calls get absorbed by the Digital Customer Support Center.
    
    Dave