| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 4718.1 | not CSS... | SOLVIT::OCONNELL | | Fri Jul 12 1996 13:23 | 5 |
| I don't think you mean CSS (Computer Special Systems).
I think you mean the CSC (Customer Support Consultant).
Noranne
|
| 4718.2 | | KDX200::COOPER | He who laughs last, thinks slowest | Fri Jul 12 1996 13:59 | 25 |
|
Umm, no, I mean the CALL SUPPORT SPECIALIST; the person who
answered this customers call. I *hope* this person gave the
customer a "bum steer".
I *hope* that if the desk top support team decided to stop supporting
a VERY popular product, we ALL would have been notified - and
especially the customer...
Right now, this customer is jumping up and down wanting resolution.
If he doesn't get satisfaction, he'll cancel a pretty large revenue
generating contract...All this (of course) as I'm about to propose
a change order for something else...
I've worked with this customer for nearly two years...I know them well.
If Digital says they won't support a simple ACCESS problem, per
contract, the customer will tear up that contract and go else where...
They will also say "Gee Jeff, Why would I pay $XM for a multi-alpha NT
solution when your folk at the CSC won't support a simple database?".
So, does anyone know the scoop on ACCESS support thru a PCUtility
agreement??
|
| 4718.3 | Try Program Manager for Acct. | ACISS1::MCLEVENGER | | Fri Jul 12 1996 15:25 | 16 |
| The applications supported under PC Utility may vary.
If your customer has PC Utility, there should be a PC Utility Program
Manager assigned to that account. You should try contacting him/her to
see what applications are supported.
Another possible contact would be the ASC, Administration Solutions
Consultant, formally known as the CSA, Customer Support Administrator.
(The CSC, Customer Support Consultant, support ABU/SBU business.)
They may be able to help guide you in the right direction.
Good luck!
Monty
|
| 4718.4 | PCU Popular MCS Product! | JULIET::GILLIO_SU | | Fri Jul 12 1996 18:00 | 40 |
| Straight from VTX...
PC Utility is an offering which provides Digital customers with, at
minimum,
(3) three years of multivendor hardware/software PRODUCT and
supporting
services as a 'Service'. Program Management, Product (hardware &
software)
Acquisition, Helpdesk or User Application Support,
Staging/Integration/
Installation, Asset Capture/Tracking/Management, Maintenance and
Technology
Refresh Level 1 (equipment returned to DFS at end of PCU period, new
seat
acquired) are CORE PC utility services.
LAN Management, User Training, Technology Refresh Level 2 (seat
upgraded or
replaced PRIOR to the end of the PC Utility period) and other Digital
Services
are optional PC Utility services.
The end user/customer is provided pricing inclusive of all selected
PRODUCT
AND SERVICES on a per "seat" per month basis. The prices are fixed
fee per
month per configuration, with accompanying 3 years' worth of
pre-defined
services.
AMCS PC Utility Admin Program Manager: Cheryl Packard @CLO, DTN
431-2759
AMCS PC Utility Program Manager: Peter Robillard @SHR, DTN 237-5116
You should be able to contact the Program Management Office in your
area or the MCS Sales Rep who sold the customer the PC Utility deal for
assistance with what should be supported. The PC Utility
Administration plan would be quite detailed.
|
| 4718.5 | | MAIL1::RICCIARDI | Be a graceful Parvenu... | Sat Jul 13 1996 00:55 | 16 |
| pcutility is a service that is highly customized . generally, digital
will purchase, integrate HW and sw, ship, install, test and then
provide remedial hw support and software support. Sometimes other
services are bundled in. Like asset management. These services, with
program management REQUIRED, are added up for the duration of the
contract, then multiplied by a lease rate factor and divided by the
number of seats (often desktops) and presented as a per seat service
which just happens to have a HW componant. This treatment results in
customers treating what usually is a Captial lease as an Operating
lease. This can have a positive effect on financials...
This is quite an impressive sale, one that can leverage LARGE amounts
of product and service followon business...I'm surprised you have no
knowledge of the service or its application in your account.
OBTW, contact the program manager for this service for resolution.
|
| 4718.6 | PC Utility or UAS - it's true | CHEFS::CROCKER_D | | Tue Jul 16 1996 12:51 | 23 |
| FYI - the following extract from a mail received here in the UK on 24th
April, exactly as worded:
"The following products are being removed from the Corporate SPL for
UAS. Database support is considered outside the scope of UAS, both
products are databases.
PRODUCTS BEING REMOVED
Microsoft Access for Windows Microsoft Corporation
Superbase Software Publishing Corp.
Please note that LotusNotes and Microsoft Exchange are NOT on the
Corporate UAS SPL,
Regards,
Judith Photenas. "
I've deleted the original so can't supply Judith's location - but that
shouldn't be any problem for you folks.
|