>I would like to hear some opinions/comments on the various forms of technical support available. Would like opinions form both that of the consumer in you, and the supplier..<g>:
>
>1. 900 llines.
>2. Dial-Up Bullletin Board. (DELETE!!)
>3. World Wide Web Site.
>4. Email support.
>5. 800 lines.
>6. Free support for x number of days.
>7. Flat rate fees.
>8. Per incident fees.
>
From a consumer point of view:
WWW site with a huge FAQ section organized... or like the MS Knowledge base search engine would satisfy me. 800 line ok, but knowing how these operate, I would prob not use unless desperate as too long a time on them.
Email support is something I have used and I think the best as Tom says... paper trail and can download patches, etc... plus there is a real person on other end.
Free Support is a given for at least 90 days!
Per incident fees suck as well as flat rate fees if I never really use them. 900 lines are something I would probably never use as I would be anxious to get an answer immediately and prob. not get a fast enough answer after I had spilled out my problem in 10 seconds....

from a supplier:
WWW and Email is definitely preferred. 90 days free support must be provided to get people over the hump, with flat rate/year and per incident fees established. Would probably establish rates, but might not charge user if circumstances were something other than mis-use...
800/900 lines are out.

Jim Condon.