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NorthernAlberta

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I just got my 'Ping' today and was reminded about the changes to Kerio's tech support policy.

I won't get into my opinions about the paid support, but I would like to follow up on some points that were raised in the topic 'NEW WAYS FOR TECH SUPPORT'.

On Fri, 13 April 2012, Josef Zacharias (Kerio) posted:
Quote:
Publishing fixed bugs numbers in release notes - This is something we have been considering for some time now and it is being implemented as we speak.

Access to known issues information - This is also something we have been looking at not too long ago. It is a bit more complex than the previous but not necessarily impossible. We generally want to make more information available to our partners (but also end customers) but some things need time. That's the case with this one - we will do this but it won't happen overnight.


I'd like to know where these projects are and if/when we can expect to see them active.

Case in point: A bug was acknowledged regarding ActiveSync in Connect 7.4. It was scheduled to be fixed in 7.4.1, but the change log doesn't explicitly include it (only 'Fixed some stability issues'). Other than calling support, I don't see any way to conclusively answer whether or now this crash bug has been fixed. The forums suggest it has been, but there's no official statement.

In the past it would have taken me a thirty second call to support to resolve this. From what I can tell Kerio doesn't encourage that now.

Kerio, it appears that you would like us as customers to be more self reliant and not contact support. It would be a great help if you could provide us the tools to make this possible.
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subnet

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Hi wwwolf,

Agree with you. In my point of view I would have added a servicedesk with the minimal kerio skills (as kerio requires / self reliant as mentioned earlier), so customers could still ask questions. The only thing they should do is to make an decision criteria Matrix that guides the servicedesk when they should escelate it to their engineers. I agree engineers hours aren't cheap and what I know is that support calls where directly assigned to engineers, which I found incorrect because servicedesk could have answered it. This would have cost kerio much cheaper.

The new support policy is also known in Some companies such as Microsoft. If I am correct when you have a Software Assurance agreement you can create 2 or 3 incidents. But again Mirosoft is a big company with almost 70% Market Share. So there are alot of freelancers that provide free support. I personally never used the support of Microsoft. Mostly forums helped me resolve the problems.

Just my opinion!

Regards,
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sedell

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I would like to know when we will see this as well.

Quote:
On Fri, 13 April 2012, Josef Zacharias (Kerio) posted:
Quote:
Publishing fixed bugs numbers in release notes - This is something we have been considering for some time now and it is being implemented as we speak.

Access to known issues information - This is also something we have been looking at not too long ago. It is a bit more complex than the previous but not necessarily impossible. We generally want to make more information available to our partners (but also end customers) but some things need time. That's the case with this one - we will do this but it won't happen overnight.


7.4.2 just got released with generic change log entries as usual. I guess it was all just hot air that it was being implemented "as we speak". I would think you could instruct the person putting together the change log to include the bug number on each line in less than 3 months, but I guess not.

Scott
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