Date: Mon, 20 Jan 97 09:02:35 Pacific Standard Time From: "Sean J. Schluntz" <schluntz@pinpt.com> To: benedict@echonyc.com, Joel Ray Holveck <joelh@gnu.ai.mit.edu> Cc: chat@freebsd.org, schluntz@pinpt.com Subject: Re: FreeBSD into larget corp. environment? Message-ID: <Chameleon.853780012.List@journeyman> References: <199701181746.MAA21810@kropotkin.gnu.ai.mit.edu>
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> > So in other words, the customer sends a recursive problem-resolution > > request to the first-level tech, who can then look up and send > > non-recursive requests to any more advanced users who are authoritative > > for that type of problem. > > Not not necessarily non-recursive requests. Multi-tiered support > means many tiers, not necc 2. If the first contact can't answer the > question, it will probably go to the most knowledgable person present, > then some random guru somewhere else, then to one of the heavy > wizards, or something like that. That is true, but in a small organization you don't want to aim at more than two. If the two first level techs stay on for a while you can being them up to a 2nd level and fill their positions with new 1st level, in the process raising the people in the field to 3rd level. But you need to keep in mind that with a start up you need to keep the staff as small as possible and still keep the number of customer hand offs at a minimum. > Since FreeBSD wizards aren't well-ordered, then there exists a > possible halting problem here, but that's nothing a well-balanced dose > of nonreality couldn't deal with. *g* Or just someone following up on the customer problems to make sure they are being taken care of, and if not reassigning them to another person. Like Jordan said, it's a lot of paperwork (Or data entry ;) but if you are careful you could put together a real good organization! -Sean > Fourth law of computing: > Anything that can go wro > .signature: segmentation violation -- core dumped ^ Now that I like!! ---------------------------------------------------------------------- Sean J. Schluntz <schluntz@pinpt.com> Manager, Support Services ph. 408.997.6900 x222 PinPoint Software Corporation fx. 408.323.2300 6155 Almaden Expressway, Suite 100 San Jose, CA. 95120 http://www.pinpt.com/ Local Time Sent: 01/20/97 09:02:35 ----------------------------------------------------------------------
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